Technical support is a requirement for any company that sells, leases, or maintains equipment or software. However, the resources necessary to operate a full technical support contact center are often costly. The cost of employee salaries and benefits, the facility and utilities needed, and the equipment required can quickly spiral out of control. This is why outsourced technical support has become so popular. Callnovo offers full technical support for businesses in any industry and of any size. Whether it’s a few decided agents or a team of professionals, we are here to assist you.
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?
Level 1 technical support can filter help desk calls and provides basic support and software or hardware troubleshooting, such as password resets, clearing browser cache, providing basic product installation or troubleshooting information, ticket routing and escalation to Level 2 and Level 3 support. Callnovo level 1 tech support team can also escalate to IT applications support or call for outside vendor maintenance (Level 4), as needed. Callnovo level 1 technical support team gathers and analyzes information about your customer/user’s issue and determines the best way to resolve their problem. Our level 1 tech support service can also provide support for identifying Level 2 and Level 3 issues where solutions have already been documented.
If a Callnovo level 1 agent is unable to assist a customer, the issue will be escalated to your own in-house level 2 team. The agent will also transfer all of the information collected from the customer as well as the attempted solutions and other documented information. This allows your level 2 team to focus directly on the problem rather than spend time collecting data and asking questions about the problem. The same will be done in any case where the issue needs to be escalated directly to level 3 technical support, although normally that is done by a level 2 tech support agent.
Callnovo Past Experiences in Outsourced Tech Support Contact CenterWe have assisted our clients in a wide range of different technical support outsourcing areas, including the following:
- Consumer Electronics, B2B Software, Cloud-based Software Tech Support, Application Tech Support, Trouble Ticket Management, VoIP System Support, IPTV System Support, Smart Device Tech support, ISO and Android App Support, Small Electronics Tech Support, Appliance Tech Support, Server Monitoring, Security Monitoring, and Tech Support.
- In addition to assisting with outsourced technical support in these areas, we are always expanding and learning about new fields. No matter what industry you are in, we can train our support team on your unique needs and technical support system. We will incorporate your own training materials into our own training to ensure your agents understand your specific needs, terms, and systems.
Benefits of Outsourced Tech Support Services Contact Center
- Experienced and trained technical helpdesk representatives
- Call center technical helpdesk services on a 24/7/365 days basis
- 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
Callnovo Offers Outsourced Tech Support in 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
Recent Tier 1 Technical Support clients List examples
(Confidentiality agreements with some of our clients preclude us from providing a complete list)