Technical and Customer Support
When Your Customers Need Assistance, Who Do They Call?
Your developers? Engineers? A technical or customer service representative available from 9-5? Are your customers supported after hours? How about on weekends? Holidays?
More and more organizations are realizing the benefits of support outsourcing, including outsourcing technical and customer support operations. Utilizing internal resources to deliver customer support can be quite a strain on teams that are also expected to maintain and enhance current products and develop ones. Establishing or expanding a call center operation requires planning architecture, technology, staffing, service level agreements and more – enough to overwhelm even the most ambitious managers and execs.
Offsite Kinetics delivers branded, white-label, Tier 0, Tier 1, & Tier 2 outsourced technical support from its US offices 24×7, every day of the year. All services are customizable to meet the technical support outsourcing requirements of your organization.
Definitions of support tiers differ by company. At Offsite Kinetics we define our tiers like this:
Tier 0 – Customer Support
Support Representative answers an inbound call and using a jointly-developed “catch and throw” script captures user contact and issue information, enters the issue in a ticket system and escalates the issue to the client.
Tier 1 – Technical Support
Technical Support representative (TSR) answers an inbound call or responds to an inbound email and, through a series of scripted, interactive questions and/or decision tree steps, captures user contact and issue information per client instructions, drives a series of end-user actions and/or responses, and either resolves the issue or prepares the issue for escalation to a Tier 2 organization. The Offsite Kinetics Tier 1 TSR documents his or her actions in a ticket or other information management system per Client’s instructions.
Tier 2 – Technical Support
Technical Support representative (TSR) reviews a support request received by phone or email from a Client’s end-user or a Tier 1 organization and assesses the nature of the issue, reproducibility of the issue, and the remediation steps taken so far. The Tier 2 TSR continues troubleshooting that may include inspection of device OS or configurations, application code, identification and initiation of run book procedures, interviews with end-users or other Client stakeholders including third-party vendors, identification of root cause, and remediation of problem or installation of a workaround. The Offsite Kinetics Tier 2 TSR either resolves the issue or prepares the issue for escalation to a Tier 3 organization.
infoparse, intelligent email filtering, technical support email filtering, customer support email filtering
Our Technical Support Representatives (TSRs) are engineers skilled in multiple technology disciplines, including:
* Publishing & Manufacturing
* Talent Management
* Wireless Connectivity
* Virtualization
* Financial Services
* Retail / eCommerce
* Direct Marketing
* Insurance
* Recruiting and Human Resources (HR)
* RFID Technology
* Facility Management
The Offsite Kinetics Difference
Offsite Kinetics’ starts with a fully redundant best-of-breed Cisco call center infrastructure and adds the skilled engineers, management and process needed to quickly absorb your unique work instructions.
This results in a service that provides some of the industry’s best ASA, abandon, and AHT rates; Automation that filters out expensive email support noise; Issue categorization and prioritization; customized escalation procedures to the right stakeholders; effective problem remediation, and continual service improvement with custom KPIs.
The Offsite Kinetics Approach
Offsite Kinetics’ approach to every engagement is guided by ITIL v3 best practice guidelines and considers requirements and outcomes of all stages of the entire Service Lifecycle, including continual service improvement (CSI). Offsite Kinetics designs, implements and manages each Technical Support engagement by integrating each client’s unique requirements into tested implementation and ongoing project plans.
Clients trust Offsite Kinetics to provide a solid call center infrastructure and agents with a wide variety of general IT, Internet Protocol, network skills and soft skills.
Our clients then train our staff to engage their customers and solve their customer’s problems as an extension of their business.
Features:
* Off-hours & weekends, business hours, or full 24/7
* Fully redundant geo-dispersed Cisco/VoIP architecture
* Use Offsite Kinetics or 3rd party ticket systems
* Escalation, Remediation & Resolution
* Event & Defect Categorization
* Issue Categorization
* Escalation & Priority Management
* Mutually agreed to control, qualty & reporting
* Custom KPIs
Benefits:
* Increase reach of enterprise support
* Reduce Monthly Costs
* Eliminate CAPEX
* Pay for what you need
* Unburden internal resources
* Build In Efficiencies & Value
* Measure Success & Value
* Delight your customers
