| Technical Support |
Your technical support objectives are to maximize first call resolution and to minimize truck rolls, equipment replacements and call escalations. However technical support initiatives are often and incorrectly managed under conventional customer care capabilities where associates are not equipped to provide satisfactory problem resolution.
Product and service knowledge have a determinative effect on the successful handling of a technical support call. We work closely with you to understand your business, products and services and develop an integrated recruitment, training and quality program so that our associates are well-equipped to represent your complex and critical Tier 1, Tier 2 and Tier 3 technical support requirements. The typical associate for technical support programs is tenured, possesses prior information technology work experience and is generally tech-savvy. Once the program is running, we liaise with your subject-matter experts so that continuous information and knowledge transfer keeps our associates effective and expensive supplementary support initiatives are minimized.
Our technical support lines operate 24 x 7 and offer inbound support through telephone, fax, email and live chat. Multi-lingual support in English, French, Spanish, Mandarin, Cantonese, and Hindi is available. |
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