OFFSHORE TECH SUPPORT
Staff Domain will help your IT company find and retain the best talent. From customer service help desk and tech support to Pre-sales engineers and more, Staff Domain will ensure you do not fall victim to the painful talent gap. You’ll have met your match in the tech stakes, too. Staff Domain takes great pride in offering business grade computers, dual monitors, high speed internet and all the managed services you need to get you and your team set up for offshoring success.
“I didn’t set out on this journey to cut costs. It was to find stable, great talent that I couldn’t find anywhere else. I tried local recruitment, local outsourcing and a raft of offshoring options. I now have a stable, talented team generating quality leads at literally a fraction of the cost had I have done it here. I only wish I had found Staff Domain earlier!”
Tech Support Level 3
IT companies need client-facing technical experts to handle various highly technical enquiries from customers. When hardware or software issues are not resolved by the first two tiers of technical support, the help desks are escalated to a more senior tech support level 3 staff.
This level of support often means reaching out to local vendors like Cisco or Microsoft for problems which could not otherwise be solved. You’ll need expert and seasoned tech personnel with more intimate familiarity with these systems. They also need to have superior communication and customer service skills to handle frustrated clients and customers.
Tech Support Level 2
To truly perform in an IT Support Level 2 role, candidates require more experience and technical know-how than your first line of customer support staff. These professionals have two to five years of experience and are well-versed in various issues and problems related to computer hardware, software, or other applications.
In the 2018 report Digital Pulse by Deloitte Access Economics and the Australian Computer Society said the demand for ICT professionals will grow to 100,000 until the year 2023. This will only add to the talent gap challenges of Australian and New Zealand tech companies.
Tech Support Level 1
Regardless of the size of your IT business, if you’re offering products and services, you’ll need a reliable tech support team on the front line. IT Support Level 1 staff are there to cover the basic tech-related enquiries with customer service being equally important as technical know how.
Offshoring customer service and support helps IT companies like yours overcome the challenges of the talent gap, and the inhibitive costs of setting up a call centre.
Pre Sales Engineer
Managed Service Providers with a complex sales process or those without a sales team at all, typically need strong pre-sales engineers. These specialised professionals help clients and customers understand the system, equipment, or software they are purchasing. This role not only requires technical skills and expertise, but exceptional customer service.
Due to the desk bound nature of the job, the skillset being applicable in any nation and the IT skills shortage in Australia and New Zealand – Pre-sales engineer roles are a great fit for offshoring.
Appointment setters from the Philippines can help small and medium businesses like yours find more leads, and close more deals. Staff Domain understand that making a great first impression is everything. Your sales appointment setting staff will make the crucial first contact with prospective clients to introduce your products and services. Most sales people prefer to focus on the proposal development and closing stages of the sales process.
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