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Level 1 Tech Support

In most companies, tech support is broken up into levels. In most cases, the higher the level, the more complex the problem is. Many customers never need to advance past level 1.Level 1 tech support is the first point of contact for a service request, via telephone, email, ticket or live chat. Callnovo’s global technical support call center solution can pre-qualify and troubleshoot your customers’ problems/issues 24hours and 7 days. With Callnovo level 1 tech support service, the majority of your end-customers/end-users now have access to technical support without using your organization’s expensive level 2 and 3 technical support resources. Make it simple, level 1 technical support helps your organization drastically reduce payroll expenses for in-house Level 2 and 3 technical support representatives.
Outsourced technical support, also allows you to avoid expanding into a larger facility and purchasing the equipment necessary for operating your own tech support center. While you will still need workspace and equipment for your level 2 and 3 tech support teams, those teams are generally smaller than a level 1 team because they’re not needed to handle as many problems. By reducing your tech support staff to only level 2 and 3 agents, you greatly reduce your expenses.

What Does Level 1 Tech Support Offer?

Our very own Callnovo Contact Center offers superb outsourced technical support that can successfully filter help desk calls to provide tier 1 tech support as well as hardware and software troubleshooting – such as: password resets, browser cache and data clearing, basic product installation or troubleshooting information, and ticket routing. Our outsourced tech support team can successfully gather and analyze customer information – including information on their issues – to determine the most effective solutions to their issues; furthermore, if needed, our professional T1 tech support team has the ability to successfully identify issues that must be escalated in order to escalate and route them to the right tech support teams – whether it be tier 2, tier 3, or even outside tier 4 vendor maintenance – including IT applications support.

For such issues that cannot be handled by our very own tech support team, Callnovo is able to easily escalate customer issues to your own in-house T2 tech support team; likewise, our agents are able to transfer all of the information that has been collected from customers – including information on any attempted solutions – as well as other documented information. This transfer of information can allow your T2 support team to focus directly on customer issues rather than have your team spend time collecting any necessary data and / or the answers to customer questions – which can just be a waste of time and resources. Our technical support team can transfer such information regardless of if issues need to be escalated to T2 support or directly to T3 support (which our team also has the ability to do instead of having tier 2 support pass such issues on up).

16+ Years' Experience in
Outsourced Technical Support Services

We have been actively assisting a plethora of clients in a wide range of technical support outsourcing areas - such as:

  • Appliance Tech Support / Application Tech Support / B2B Software / Cloud-based Software Tech Support / Consumer Electronics / General Tech Support / IPTV System Support / ISO and Android App Support / Security Monitoring / Server Monitoring / Small Electronics Tech Support / Smart Device Tech support / Trouble Ticket Management / VoIP System Support
  • In addition to technical support assistance in the above areas, we are always expanding and learning new fields; no matter what industry your business is in, we can successfully train our support team to support your unique needs and technical support system. We promise to incorporate your own training materials into our own training so as to ensure that all agents understand your specific needs, terms, and systems.

Benefits of Outsourced Tech Support Services Contact Center

  • Flexible pricing methodology and pricing models
  • Service on demand. Scale up or scale down at any time
  • Streamlined business processes
  • Save on time, effort and resources
  • Cost-effective
  • Experienced and trained technical helpdesk representatives
  • Call center technical helpdesk services on a 24/7/365 days basis
Working with Callnovo doesn’t take a large amount of time to set up, either. We can have our team trained in basic tech support to take over your level 1 customer needs quickly. As we continue to partner with you, we can train your dedicated support team on additional issues, allowing them to take on more of your tech support workload and freeing your team up to focus on other tasks and projects.

Callnovo Offers Outsourced Technical Support
in the Following Languages

  • Chinese( Mandarin, Cantonese) tech support
  • English tech support
  • Spanish tech support
  • French tech support
  • Russian tech support
  • Vietnamese tech support
  • Bahasa Malaysia tech support
  • Bahasa Indonesia tech support
  • Japanese tech support
  • Korean tech support
  • Thai tech support
  • Portuguese tech support
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List of Various Tier 1 Tech Support Clients

(Confidentiality agreements with some of our clients prohibit us from providing a complete list.)

Multilingual Call Center
Deployed City
Language Services
International Markets
Chinese Call Center
China
Trilingual (English & Mandarin & Cantonese) / Bilingual (English & Chinese)
Region of Greater China / Overseas Chinese Communities
English Call Center
Pakistan / Philippines / South America
English
Australia / Canada / United Kingdom / United States / Singapore - And More
French Call Center
South America
Bilingual (French & English / French & Russian / French & Spanish)
Canada / France
Indonesian Call Center
Jakarta, Indonesia
Bilingual (Indonesian & Chinese / Indonesian & English / Indonesian & Malaysian)
Indonesia
Japanese Call Center
Seoul, South Korea
Bilingual (Japanese & English) / Japanese
Japan
Korean Call Center
Seoul, South Korea
Bilingual (Korean & Chinese / Korean & English / Korean & Japanese)
American-Korean Communities / Canadian-Korean Communities / European-Korean Communities / North Korea / South Korea
Malay Call Center
Kuala Lumpur, Malaysia
Trilingual (English & Mandarin & Cantonese / Malaysian & Mandarin & Cantonese) / Bilingual (English & Malaysian)
Malaysia
Portuguese Call Center
South America
Bilingual (Portuguese & English / Brazilian Portuguese & European Portuguese / Portuguese & Spanish)
Angola / Brazil / Cape Verde / Guinea-Bissau / Macau / Mozambique / Portugal / Sao Tome and Principe / Timor-Leste / Global Portuguese-speaking Immigrants
Russian Call Center
Eastern Europe
Bilingual (Russian & English / Russian & Italian / Russian & Romanian)
Armenia / Azerbaijan / Belarus / Czech Republic / East Germany / Estonia / Georgia / Russia, Kazakhstan / Kyrgyzstan / Latvia / Lithuania / Macedonia / Moldova / Poland / Serbia / Slovakia / Tajikistan / Turkmenistan / Ukraine / Uzbekistan
Spanish Call Center
South America
Bilingual (Spanish & Dutch / Spanish & English / Spanish & French / Spanish & German / Spanish & Italian / Spanish & Russian)
Central America / Mexico / United States / Spain / South America
Thai Call Center
Bangkok, Thailand
Thai
Thailand
Vietnamese Call Center
Hanoi, Vietnam / Ho Chi Minh, Vietnam
Bilingual (Vietnamese & Chinese / Vietnamese & English / Vietnamese & French)
American-Vietnamese Communities / Vietnam

Contact Us Now!
Callnovo is here to assist you with all of your global customer service and tech support outsourcing needs. Contact us right away to discuss how we can help you.

It's a once-in-a-lifetime opportunity to successfully improve your brand's customer service experience; take action today!

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