Providing great support boils down to employing great people, and CyLynx's key competitive differentiator is the training and proficiency of our staff. Our goal is to provide the quality and expertise that our clients need by ensuring that our support engineers are the smartest and best trained in the industry. The members of CyLynx's support staff are enthusiastic about their job and mission.

Service Delivery

CyLynx's organizational structure is unique in that it is entirely built around service delivery, where your customer is king. CyLynx divides its support engineers into three tiers, with tier one engineers serving as the primary point of contact for your customers. If a tier one engineer is unable to resolve an issue, he/she invites a higher level engineer to join the conversation without transferring the customer. In addition, by ensuring guaranteed response times and providing incident tracking over the web, your customers will be highly satisfied and eager to continue your business relationship.

Quality Assurance and Quality Control

CyLynx has two departments, Quality Control and Quality Assurance, to ensure that we output only high quality work. Because they are in separate parts of the organization, we have created a system of checks and balances between the customer, our management, and our service delivery team. Our Quality Control team makes sure that we are following SLA's (Service Level Agreement) with our clients by monitoring, evaluating and reporting on the output from our service delivery team. In addition, every client is assigned a representative from Quality Assurance, who comes directly from Corporate Management. Clients can share concerns regarding quality with their QA representative, who is empowered to correct problems and address issues at their source.

Superior Technology

CyLynx has constructed its own powerful Customer Relationship Management (CRM) software after spending years with products that were not able to successfully manage large volumes of support requests. Our intelligent customer interaction system, which integrates voice, chat and email communication, allows us to efficiently route, escalate, and respond to all types of support calls. Because of the proprietary nature of our software, CyLynx can customize the system to match your needs. Not content to remain static, our developers will continue to extend the features and capabilities of our software. While we are convinced that our CRM platform outperforms other systems, CyLynx will also be happy to work with your existing tools if this will better serve your needs.

Only the Best Survive the CyLynx Test

CyLynx recruits applicants from top universities. All resumes are screened to select those indicating the required skills, experience and education

Qualified applicants undergo an initial interview to verify skill sets, mental alertness, and attitude

Post-interview candidates are then put through a series of standardized tests to measure IQ, Computer Science Aptitude, and communications mastery.

Successful candidates then undergo an online test that covers industry-specific topics relevant to our clients' services.

Individuals who receive the highest combined scores are given a final interview by the human resource manager.

The candidate is then awarded a position at CyLynx for a six-month probationary period.

After six months of exceptional performance, qualified employees are welcomed into the CyLynx family!

Our acceptance rate (total number of hired Support Engineers over total number of pre-qualified applicants who attempted the CyLynx tests) is unrivaled at 8%.