Training & Support
Let us help you be successful
Help when you need it
We provide a comprehensive package of professional services, training and support options with one thing in mind— your success. Our support team brings a wealth of experience and best practices from the trading, waste and recycling industries to quickly get you up and running and help ensure that you get continuous value from your investment in cieTrade.
Online & Onsite Training
Our online training programs are tailored to the specific needs of your business and are packed with live demonstrations, participant interactivity, reinforcement discussions and hands-on exercises to jump-start your team’s performance and drive results. On-site training services are also available upon request for a professional service fee to ramp up your training sessions and educate your user community.
Dedicated Support Team
Each cieTrade client is setup with their own support team members that are knowledgeable about their account and help oversee and prioritize cases and conduct training. cieTrade clients also receive unlimited access to our knowledge base to quickly access help articles and answer questions.
Support Portal Features
- Search the knowledgebase and watch step by step training videos
- Create cases for support requests and track ticket status
- Access FAQ and read instructional help articles
- Obtain the latest release notes and announcements
cieTrade’s team works diligently with you to make the transition to our software as seamless as possible. A few common roadblocks that we have come across include clients dedicating insufficient time to training sessions, resistance to change from a client’s employees, and workflow miscommunication.
For the first week after your go-live date, our support team aims to be flexible to your schedule and business hours to address immediate questions as you begin to operate within cieTrade. While our support team continues to be available via email, phone, or video conference, we’ve found that clients typically require less frequent support following the first week after they are live in the system.
If you email the general support email, everyone on the support team will see it. All emails are responded to within a business day, but typically within minutes to an hour.
Updates are run after hours (around 9-10pm EST) so our clients are not affected. We aim to do 1-2 updates per month, depending on pressing requests or development for clients.
Our support team works hand in hand with our sales team so that the new client hand off is seamless. Everyone on the support team will know about your company, have a copy of your workflow and access to your up-to-date development and reports so that no matter who answers your ticket or call, they can help you.
Yes, as long as you call within normal office hours, Monday – Friday 9:00AM to 6:00PM ET, a support team member is here. We can also arrange non business-hour meetings upon request if you are located internationally.
Interested in Learning More?
Learn how cieTrade can meet the unique needs of your trading or recycling business with an online demonstration tailored to your specific areas of interest.