When your business relies on shared devices, you need a support team that’s there whenever you need them. At ARC, customer success goes far beyond deployment. Our dedicated support team is always available to help, whether you need answers, assistance, or help keeping your ARC locker systems running smoothly. We’re here when you need us, so you can stay focused on your business.
In this blog, we’ll take a closer look at the people behind the ARC Support Team and the role they play in helping customers get the most from their locker systems. We’ll explore the team’s roles and responsibilities, how support requests are handled and escalated, and the ways our team works across departments to resolve issues quickly and effectively.
ARC is backed by 24/7 remote monitoring and local technician support, ensuring clients receive reliable, responsive assistance whenever it’s needed. Whether it’s answering a question, troubleshooting an issue, or escalating a concern, every request is handled with urgency and care. Getting in touch with the ARC Support Team is easy. Each ARC locker system includes the Support Team’s contact information, including a dedicated phone number and email address, so our clients always know where to turn when they need assistance.
Our customer-first approach is reflected in the results. With a 95% CSAT (Customer Satisfaction) Score for 2025, organizations trust ARC to deliver responsive, knowledgeable support when it matters most.
Behind every support request is a structured, multi-tiered support model designed to resolve issues efficiently. That approach delivers measurable results: 95% of tickets are resolved at first contact, and the median first response time for calls is just 10 seconds. From frontline agents to technical specialists and management, our escalation workflow ensures high-priority challenges receive immediate attention while keeping customers informed every step of the way.
When our clients require additional expertise, the Support Team works closely with other departments, including Operations, Product, and Client Success, to ensure everything is addressed efficiently and thoroughly. Through an established escalation process, Support Team members can bring the appropriate department directly into the customer ticket, keeping the right teams informed and involved in providing resolutions and improving the overall customer experience.
Our entire Support Team is based in North America, ensuring customers have access to a local team that understands their needs and is available when they need assistance. We also offer translation services to help ensure clear and effective communication with customers, regardless of language.
Support doesn’t begin when a ticket is submitted. The ARC Support Team remotely monitors the health of locker systems around the clock, allowing our team to identify potential challenges—such as connectivity or power interruptions—before they become larger operational problems. When needed, we proactively reach out to customer locations to help minimize downtime and keep operations running smoothly. Our team has also implemented automated emails that flag locations that may need proactive support, helping identify opportunities to address potential challenges before they impact the customer experience. In addition, a structured feedback survey gives clients a direct opportunity to share their experiences and insights, helping the ARC Support Team identify areas for improvement and continuously strengthen the customer experience.
That same commitment to proactive problem-solving extends to how the Support Team works together. Customer Support Manager, Kevin Carroll, encourages his team to “be curious, not judgmental,” ask questions, and lean on one another when they need additional expertise. Tier 1 team members are encouraged to tap into the experience of their more tenured Tier 2 colleagues, while the entire team is empowered to collaborate and seek out the right information rather than hesitate to ask for help. As Kevin puts it, “Don’t be shy!” This culture of curiosity and collaboration also creates opportunities for continued growth. “You continue to grow here,” he says. “Nothing ever stays stagnant, and there’s always something that can challenge you.”
Continuous improvement is built into everything we do. Our Support Team leverages detailed analytics and a comprehensive ticketing system with customer-specific knowledge base articles to help technicians resolve concerns quickly and consistently. To deliver consistent service, every member of the ARC Support Team also participates in hands-on training at our headquarters each year. These sessions cover hardware, software, and customer experience best practices, ensuring every interaction reflects the high standards our customers expect.
Customer calls are recorded and reviewed with the Support Manager, Kevin, giving team members an opportunity to discuss their strengths and identify areas for improvement. Each month, the team conducts call reviews that highlight positive customer interactions, reinforce best practices, and identify opportunities for additional coaching or training.
The team also meets monthly to stay aligned and informed. Kevin uses these meetings to prepare the team for upcoming software updates, new client launches, and other changes that may impact customers or day-to-day support. These meetings create an open forum for communication, questions, and knowledge-sharing, ensuring everyone has the information they need to support customers effectively.
Regular performance reviews, ongoing training, and cross-functional collaboration help identify recurring trends and opportunities for improvement, allowing ARC to continually enhance both the customer experience and overall system reliability over time.
Technology is only as valuable as the team standing behind it. At ARC, our Support Team is committed to delivering responsive service, proactive monitoring, and knowledgeable guidance so your team can stay focused on serving customers—not managing devices. From the first call, our team brings empathy, expertise, and a genuine commitment to finding the right solution.
Client feedback continues to reinforce the impact of this approach, highlighting the speed, quality, and personal touch of our support. One customer shared:
“This is my first time having to reach out to a representative and it was an extremely quick response to my issue. I am extremely satisfied with such prompt, personal service. It was awesome to have the Customer Service Representative Cassie answer so quickly and pleasantly. Thank you.”
Behind every positive support experience is a team that works together to solve problems and make things better. What sets ARC Support apart from a traditional help desk is that our team isn’t simply focused on closing tickets—we’re focused on helping customers succeed. Customer Support Manager Kevin Carroll describes the team’s culture simply: “Everyone is willing to work together, and we are all working toward the same goal.”
That shared commitment is what makes the ARC Support Team such an important part of the customer experience. Our people, processes, and technology work together to ensure clients have a knowledgeable team they can count on, not just when something goes wrong, but every step of the way.
When your business relies on shared devices, you need a support team that’s there whenever you need them. At ARC, customer success goes far beyond deployment. Our dedicated support team is always available to help, whether you need answers, assistance, or help keeping your ARC locker systems running smoothly. We’re here when you need us, so you can stay focused on your business.
