Field Technology Team Adds Phone Option
Starting Oct. 3, we’ve taken a new step forward to offer better, faster service. If you are having a computer or technical issue with a OneAmerica product or platform, instead of calling your internal sales partner or emailing Field Tech Support about your need, you will now be able to call Field Tech Support directly, at 1-833-963-3838.
Some needs can be resolved immediately on the phone, while others may require research and perhaps reaching out to other areas for support, in which case a call back from Field Tech to the agent will be necessary. Based on request volumes, Field Tech Support can typically respond to messages or other follow-ups within 48 hours. Typically, Field Tech associates can even remote into your computer if necessary to solve your issue.
Field Tech Support can provide assistance with computer / technical issues including, but not limited to the following:
• Account/login problems when accessing OneAmerica websites
• Performing password resets as needed for OneAmerica websites
• Supporting computers, laptops, tablets, smart phones using our software and/or websites
• Managing critical incidents for agents and escalating to our company systems area, when necessary
• Escalating Sales Connection problems as needed to iPipeline when their technical support is required
When you reach out to Field Tech Support via email, they will respond as quickly as possible, typically within 48 hours. They will arrange to work with you via phone, email and/or LogMeIn (online sharing of your computer so Field Tech can see what you’re seeing on your screen).
*If all Field Tech associates are busy helping other callers, your call will be transferred to the internal sales team, which, similar to today, will gather information from you and submit a ticket to Field Tech Support to reach out to you. Depending on the type of issue, the internal sales team may be able to resolve your need while speaking on the phone.
Field Tech Support hours of operation are 8:30 a.m.-7 p.m. EST, Monday through Friday.
Our Field Tech associates are Gina Latham and Leia Shrout.
Reach Field Tech Support at 1-833-963-3838 or via email at fieldtechsupport.ind@oneamerica.com