Technical Support
Highly-Skilled Problem Solvers
A help desk team represents the human face of a company’s support system, and must show professionalism, competence and efficiency.
Greater Flexibility
We think outside-the-box and tailor our solutions to meet each company’s fundamental needs, dedicated or shared help desk services, 24x7x36, after-hours or self-service, supporting employees anywhere on any device, or using your ticketing tools or our own.
Lower Costs, Not Quality
Focus on the big picture—goals, growth and core strengths—without limiting your ability to take on new technologies in cost effective ways.
Latest Technology
One solution does not fit all. We help clients select and optimize the best systems and tools for their help desk support.
For consumers, the quality of support they receive is just as important as the quality of the product itself. Because of an increasing dependence on technology, swift guidance to address issues is critical in maintaining customer satisfaction and loyalty.
In today’s competitive marketplace, the frustration produced by busy signals, long hold times, and incompetent staff can quickly result in lost customers.
Phone Support Group provide a broad range of technical support and help desk services focused on achieving measurable, total customer satisfaction for your business.
We employ dedicated, technically trained teams on an integrated, multi-channel platform to provide comprehensive technical product support.
We can tailor the technical support process, including required activities, escalation procedures, and system level reporting to meet the specific needs of your business. Additionally, we can provide insight into your future product development initiatives by analyzing product-related call patterns gathered from technical support functions.
A sample of our tech support call center experiences includes:
Troubleshooting calls
Software problems
Internet service problems
Computer hardware problems
Up-sell/cross-sell programs
Corporate help desk support
Warranty or post-warranty support
Service Packages include all levels of SUPPORT:
- Tier 1 - Customer and General Tech Support
- Tier 2 - Technical Support Services
- Tier 3 - Advanced Technical
Technical support for software
• Tier 1 installation, registration, upgrades, and more
Technical support for hardware
• Tier 1 installation, server resets, password and login assistance, network analysis, and more
Paid support after product end-of-life
• Obsolete or out-of date equipment support on a Tier 1 subscription or per-incident basis
Tier 1 support by multiple access points
• Email, telephone, fax, pager, and more
Tech support agents spend most of their day solving the same set of problems multiple times for different customers. They have the knowledge and skills to solve tech issues, but their ability to do so quickly and efficiently depends on the ability of the customer to describe the problem. This communication barrier leads to mutual frustration Agents and Customers, resulting in unnecessarily long and costly call duration, costlier Truck Rolls, decreased customer satisfaction, and even churn.. Underutilized agents become frustrated.
Phone Support Group can eliminate this dependency once and for all, empowering Agents to rely on themselves rather than customers and use their technical knowledge much more effectively. The results are significant increases to Agent productivity and satisfaction, happier customers, and a leaner technical support call center operation.
