Tier 1 & Tier 2 Technical Support Services

Today’s online customers need immediate technical support when they experience an issue, have to reset their passwords or encounter glitches when deploying new software. A responsive tech support help desk that rapidly fixes first-stage issues turns frustrated consumers into satisfied customers. Contact Ansafone today to kickoff your Tech Support Inbound Call Center

Ansafone offers you a seamless solution, from selling to support.

Back-office software updating

Home automation products

App support

Wi-fi set-up and resets

Router set-up and resets

GPS navigation systems

Technical Support Contact Center

Offering competent Tier 1 tech support is a critical component in customer satisfaction and loyalty. Yet, most companies lack the budget to staff fully responsive internal IT services. Outsourcing your technical support provides the cost-effective solution your company needs to productively respond to initial client support calls.

Providing your customers quality technical support requires quick and efficient understanding followed by guidance toward a resolution. It is also essential that rapid responses are available even when your business is not open.

At Ansafone, we employ a multichannel communication system that allows customers to reach us by phone, email, chat and social media. Our agents can use live chat to assist with website navigation, gain remote access to a desktop to troubleshoot hardware problems or reach out on social media to answer questions about software bugs. This not only provides a higher level of service but also saves you money on labor and technology tools.

Build an Expert Team of Technical Support Specialists

Ansafone provides multi-tiered technical support outsourcing that scales as your company grows. We supply mid and large sized companies with single-tier customer support that manages queries and solves minor problems. When you are ready to offer a more advanced support system, we have the independent infrastructure to tailor solutions to your business needs and processes.

Companies with in-house teams also contract with Ansafone’s tech support call center to handle overflow or after-hours queries. This is a popular choice for our high-tech clients who employ mid-level and senior-level tech teams. We can assist with a wide range of applications, including operating systems, publishing tools, internet access, email, third-party certifications, handheld devices and apps.

tech support agent

Tier 1 Support

The Tier 1 level consists of pre-support that quickly engages customers to determine the correct level of response that is needed. In many cases, the agent can guide them through basic troubleshooting issues, such as how to reset a network, unfreeze a computer, log in to a cloud-based service or use an electronic product.

Tier 1 tech support specialists are able to provide basic customer service by:

  • Collecting the customer’s personal information, including their level of tech savviness.
  • Gathering details about the product, including serial numbers, retailer and date purchased.
  • Checking for previous support tickets, and recording details about the current issue.
  • Identifying the customer’s problem, and determining which steps the customer has already taken.
  • Directing customers to online resources to empower them to solve the problem on their own.
  • Providing solutions for minor, common issues, which are typically taken from scripts, FAQs or company knowledge databases.
  • Opening support tickets and providing tracking numbers to customers.
  • Maintaining CRM data to track caller inquiries.

Employing a courteous, knowledgeable staff that can address these initial customer issues frees up your senior tech engineers to focus on more complex customer support issues. When Tier 1 agents can’t resolve the problem, they immediately escalate the open ticket for Tier 2 attention. The next agent is supplied with all the documented details of the issue they need so that the customer does not become further frustrated repeating the information.

Tier 2 Support

When an issue is beyond the skills of a Tier 1 agent, the customer’s concern is picked up by a Tier 2 agent who is qualified to validate the issue and provide more advanced solutions. Tier 2 tech reps have a higher level of access to advanced diagnostic tools that can fix known problems. These solutions are usually generated from a company-provided database, but our agents also have the technical knowledge to guide customers through other common issues.

If the required repair is not provided or the customer is experiencing an undocumented malfunction, then the ticket is flagged for Tier 3 agent assistance. This level of service is typically handled by the company’s product developer. Tier 2 reps can also catalog open bugs using your CRM system to track how many customers are experiencing the same problem. Frequent analysis of this data can determine when an issue needs an in-depth fix from the tech engineers.

Dependable U.S.-Based Technical Customer Support

Ansafone provides world-class technical help that makes the problem-solving process fast and painless. When they receive attentive, personal resolutions to their tech troubles, your customers feel valued, which deepens their loyalty to your brand. American customers will find it easy to communicate with our U.S.-based agents as they walk through basic tech troubleshooting procedures. Our diverse staff is also multilingual, allowing you to offer response strategies to consumers around the world as well.

Each tech agent receives up to four weeks of classroom training in how to support your products and services across multiple channels. In every interaction, our customer care reps understand that they are representing your brand. Your account specialist can work with your company to develop appropriate response protocols that ensure our agents ask the right questions to isolate the problem.

Industry Awards and Affiliations

Ready to start your next outsourcing project?

Contact Ansafone at (800) 510-0514 to learn more about how our technical support contact center can transform a frustrating moment into an opportunity to deepen customer satisfaction and loyalty.