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Tier 1, 2 & 3 Helpdesk

We understand the necessity for 24/7 support for your organization’s products and services. Our professional and skilled agents are able provide help desk support and Tier-1 technical support in a concise and accurate manner regardless of the complexity of your products or services.

Our agents will answer detailed questions about your products and services, guide your callers through technical assistance, chat live via your website, respond to email inquiries, and provide advanced scripting so that your customers get consistent and accurate support every time they call.

Tier 1 provides basic application software and/or hardware support to callers. This is the initial support level responsible for basic customer issues and offers basic level technical support functions. At this level, our call center agents will gather your customers’ information and determine the issue by analyzing the symptoms and figuring out the underlying problem. Call answering agents in this group typically handle straightforward and simple problems and can relay customers’ messages according to your specific guidelines. Our agents have a basic to general understanding of the product or service that you offer and are able to handle your basic customer calls efficiently and effectively.

Tier 2 provides more complex support on application software and/or hardware and is usually an escalation of the call from Tier 1. This is a more in-depth technical support level than Tier and the agents in this group are more experienced and knowledgeable on a particular product or service. Call center agents at this level can handle more complex issues in order to meet both the customer and business needs for the purpose of troubleshooting and finding a solution to the customer’s problem. This service might be considered Dedicated Service(depending on the application) and could require highly technical agents to handle this type of call and possibly a higher pricing plan.

Tier 3 support is even more specialized as this is the highest level of support in a three-tiered technical support model responsible for handling the most difficult or advanced problems. This service is considered Dedicated Service and requires highly technical agents to handle this type of call. Dedicated Service involves hiring agents to only take those technically challenging calls and requires a much higher pricing plan.

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