Technology > Tech Support Level 1

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LEVEL 1 TECH SUPPORT

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.

Offshore IT support to the Philippines for a high quality, efficient solution

Dubbed as the call centre capital of the world, the Philippines has over 1.5 million professionals working in the Business Process Outsourcing (BPO) Industry. In 2017, Information Technology BPOs grew 12.3 percent and generated over US$22 billion in revenue. This sector is growing rapidly and is expected to bring in US$40 billion in income by the year 2022. An additional 650,000 jobs for the IT-BPO sector are expected within this time.

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LEVEL 1 TECH SUPPORT

Needless to say, progressive companies have well and truly recognised the benefits of offshoring back office, customer service, and technical help desk functions to the Philippines.

Australian and New Zealand SMBs can tap into a talent pool of educated and skilled customer service desk representatives. By hiring offshore IT support level 1 staff, companies can be assured of efficient and accurate technical support while enjoying massive savings amongst other advantages.

Businesses don’t have to spend time and resources setting up an office in the Philippines and then recruiting IT support staff. Staff Domain has already done all the hard work for you. Your offshore IT support team can start working in our state-of-the art office as soon as they’re hired. We have the best computer systems, advanced internet and telephone systems, and the latest software and tools so staff can work efficiently and effectively.

You’ll save more than 60% on salaries and overhead cost, allowing you to hire more IT support staff as your business grows.

But perhaps the biggest advantage of offshoring or outsourcing help desk services is the high levels of customer satisfaction. Customers who are assisted in their concerns and whose problems or issues are resolved “at first call” become more loyal to your service or brand. They are more likely to remain your customers for a long time.

Staff Domain will help your business grow by sourcing, screening, and hiring the skilled technical support staff you need. With the right talent in place, you can be assured customer tickets will be efficiently resolved – or escalated to the next level of support.

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.

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

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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