Overview
Ebix have been in the business of software support since 1976 and our Melbourne based WinBEAT Helpdesk supports around 600 customer sites, representing more than 5,000 individual WinBEAT users Australia-wide.
Our helpdesk staff are from a wide range of backgrounds including broker office experience, technical and helpdesk, banking and accounting, programming, supporting other broker products and education.
The WinBEAT Helpdesk is available for support via telephone, email or fax between 8:30 am and 5:30 pm (EST or EDT).
We have a "Call Logging" management database to ensure that customers' queries are attended to as quickly and efficiently as possible and all the case details are saved in the database.
For WinBEAT customers only a Trained User can contact the Helpdesk. This ensures that our help desk is not being used for training or supporting people who are not familiar with our product. This also allows us to deal with calls and problems very efficiently as a certain level of knowledge can be assumed.
We endeavour to attend to your support request as soon as possible after you have contacted us and we generally get back to you within 15-20 mins of your original contact, unless you call or email right at the end of the day.
The WinBEAT helpdesk is available for support for the WinBEAT product only. Unfortunately we are unable to assist you with Microsoft products, network set-up or printer configuration.
You can contact us in a number of ways:
Who's Who on the Helpdesk
Sandra Matthews - Customer Support Manager
Sandra is our Customer Support Manager and joined the WinBEAT team in April 2005. Sandra has worked in the insurance industry for over 25 years. Sandra worked in Insurance Broking for 16 years and has worked in a small suburban brokerage and more recently with a large international brokerage. Sandra has a number of industry qualifications including her Diploma of Financial Services (Insurance Broking), QFSR, CIP. She is also a member of ANZIIF.
Susan Fitt - Training Services Manager
Sue is a long-standing member of the WinBEAT team. Sue's background is in both general insurance and training and she has a strong focus on skills management. Sue has a Certificate 4 in Training and Assessment as well as a range of other training qualifications. Sue manages all aspects of WinBEAT Training and Consulting and is available for on-site or customised training and operational reviews.
Carmel Benfold - Customer Support & Training
Carmel has been with us since 1999 and is responsible for general support issues that come through to our Helpdesk. Carmel is also one of our Trainers and writes several of our Training Manuals and User Reference Guides. Carmel is our Overseas Underwriting and GST specialist and provides considerable expertise in all aspects of WinBEAT accounting.
Corinne Lingaya - Customer Support & Training
Corinne has been with us since January 2002 and has a strong insurance background. Corinne works on the Helpdesk and manages all the WinBEAT WebEx training. Corinne also looks after ledger splits and merges and conversions from other broking systems.
Tonia Colliver - Customer Support & Training
Tonia joined our team in May 2007. Tonia has many years experience in General Insurance and brings a sound knowledge of broking operations to our team. Tonia will be working in product support as well as doing WebEx and Classroom training where her understanding of broking processes will be advantageous.
Angela Roach - Reception & Training Admin.
Angela is our first point of contact for your telephone queries and will log your support call into our call logging system. Angela can also assist with your WinBEAT training enquiries and bookings.
Katharine Cooper - Customer & Technical Support
Katharine has a strong helpdesk background and provides both general and technical support. Katharine has a Bachelor of Business (Information Systems) and has completed her Tier One Insurance Broking Compliance Certificate. Katharine is responsible for technical support issues that come to the Helpdesk as well as managing many of our User and Technical documents. Katharine is currently working 2 days per week.
Yusef Mekaoui - Product and Technical Support
Yusef joined our Helpdesk in April 2008 and has a range of technical skills as well as being very customer focused. Yusef has worked in IT support for a number of organisations and has supported a wide range of customers for software, hardware, network and printer issues. Yusef will be providing product and technical support on the helpdesk.
Sharon Sheals - Customer Support & Training
Sharon joined the WinBEAT Helpdesk and Training teams in July 2009. Sharon's background is predominantly in insurance, having worked for an underwriter for 6 years and then in broking businesses for two years. Sharon will be providing WinBEAT product support and will also be a WinBEAT Trainer providing both WebEx and Classroom training for our customers.
Andrew Harris - Customer Support Consultant
Andrew is the most recent addition to the team and joined us in April 2011. Andrew has a strong broking background having worked at a number of brokerages prior to joining Ebix. Andrew has used WinBEAT in the real world and brings a solid understanding of general insurance to his role.
