The Motqan Open Education Platform, affiliated with the Research and Consulting Institute at the University of Bisha, is committed to providing continuous technical and IT support services for trainers and trainees throughout the duration of training programs. This ensures that the educational process runs efficiently and that participants receive the best possible learning experience.
Technical support includes a range of services and procedures designed to address technical issues and facilitate the effective use of the platform during the implementation of training programs.
Academic and Technical Assistance
The Motqan platform provides both technical and academic support to trainers and trainees during training programs, including:
- Providing technical and educational assistance to trainers and trainees during live training sessions conducted through the platform.
- Assigning a virtual classroom manager to organize training sessions and handle technical issues that may arise during training.
- Supporting trainees with technical matters to ensure they can attend lectures and fully benefit from the training program.
- Providing trainees with the necessary requirements and guidelines for registration and completing the required information for certificate issuance.
- Offering direct communication channels to assist trainees in resolving any issues they may face during the course or when requesting their certificates.
Technical Support Channels
The Motqan platform provides various communication channels to facilitate interaction between trainers, trainees, and the technical support team, ensuring timely guidance and appropriate technical solutions.
Technical Support Policy
Motqan provides technical support services to all system users through multiple channels that accommodate different needs, including:
- Remote technical support for devices and systems used by participants.
- Support through approved social media platforms.
- Direct support through phone communication or within the virtual training classroom.
- Support via email or technical support request forms available on the platform’s website.
Beneficiaries of Technical Support Services
Technical support services on the Motqan platform are available to the following groups:
- Trainers registered to deliver training programs.
- Trainees enrolled in training courses.
- Supervisors and relevant stakeholders involved in training and e-learning activities associated with the platform.
Services and Systems Covered by Technical Support
Technical support on the Motqan platform covers several services and systems related to e-learning, including:
- Assistance with course registration and enrollment, and resolving related technical issues.
- Training users on how to use the platform and benefit from its educational tools and features.
- Providing guidance for new users on how to navigate and utilize the system effectively.
- Assistance with login procedures and account management within the platform.
- Supporting trainees in attending training sessions and using live streaming applications.
- Assisting trainers with accessing the system, managing training courses, and issuing training certificates.
Roles and Responsibilities in Providing Technical Support
The Motqan platform adopts a clear organizational structure to ensure efficient technical support services, consisting of two main levels:
Level One: Customer Service
The customer service team is responsible for:
- Receiving all support requests and inquiries from users.
- Providing initial technical assistance to beneficiaries.
- Escalating specialized technical issues to the appropriate department when necessary.
Level Two: Operational Support Department
The operational support department performs advanced technical tasks, including:
- Handling specialized technical issues related to the platform.
- Monitoring the progress of technical support requests until the issue is fully resolved.
- Verifying the successful completion of support services and ensuring user satisfaction with the assistance provided.