Outsourced Technical Support Services

About Outsourced Technical Support

Maintaining and supporting a software product is a complex and multi-level process. Generally, it encompasses dealing with issues that require deeper technical knowledge and you may not have such specialists in your own team. Outsourcing technical support allows you to involve qualified agents to cover specific tasks and incidents.

Technical support may encompass a wide range of tasks, from restoring one’s password to making changes to the code. With a team of specialists with diverse skill sets, we can provide comprehensive support. Our clients don’t need to hire multiple individuals separately as we offer on-demand, hourly-based services, allowing you to scale support as needed and in turn significantly reduce costs. 

Technical support is structured in tiers, beginning with basic self-service resources like FAQs (Tier 0). Tier 1 provides initial help, such as resetting passwords, and escalates more complex issues to Tier 2, such as software conflicts, with deeper expertise. The most challenging problems, like critical bugs, reach Tier 3 experts and sometimes even external specialists in Tier 4. Our team can integrate AI to streamline the tier 1 and partially tier 0 support. This can significantly reduce support expenses.

The Benefits of Technical Support Services

When do you need outsourced technical support?

These services may be useful when you want to streamline your operations without hiring full-time support employees and managing them yourself. They can be especially helpful in the following situations.

Limited resources

You have limited resources for involving full-time specialists

Expertise gap

You currently don’t have employees with the required expertise

Complex issues

You lack the knowledge to provide effective solutions to complex issues

24/7 support

You need to provide around-the-clock support

Cost-effectiveness

Reduce operational costs by outsourcing support

Support efficiency

Current support for your products is slow and inefficient

Customer satisfaction

You want to increase customer satisfaction

Manual tasks

You aim to automate routine support tasks

Part-time involvement

You don’t have a workload for a full-time specialist but still have support tasks

SLA adherence

You need to adhere to specific SLAs and their conditions

Multilingual support

Your team lacks specialists with the required language skills

Different time zones

Your customers are located in various time zones and countries

Poor support quality

Your users are dissatisfied with the current quality of support

Our Software Development Standards

In our work, we follow international approaches and standards such as:

Why Choose SECL Group for Technical Support Services?

Our team can provide tier 1-3 support services for products in different domains. We tailor our services to your specific needs and tasks, and provide you with qualified support employees.

Tier 1-3 support

We offer technical support across escalating tier levels

Enterprise clients

We have provided support for Kia, Tennet, BAT, and others

Focus on client needs

We hire/train support specialists specifically for each client

English proficiency

We offer support staff with a C1 level of English language proficiency

AI-based automation

We provide support automation with AI for email and phone support

Part-time specialists

We can offer a support team for part-time involvement

Recommendations

We suggest enhancing areas that commonly generate concerns

Experienced engineers

Experience in SAP, Salesforce, Dynamics 365, ServiceNow, Zendesk, etc

Multi-language support

Our support engineers are fluent in German, Spanish, French, and other languages

Monthly reports

We provide detailed monthly reports

Service-level agreement

We operate under a predefined SLA

Knowledge base

We continuously update and maintain our customer knowledge base

Different channels

We provide support for channels, such as email, phone, messengers, etc

Different domains

We have extensive expertise across various sectors

Presence since 2005

We have been an active player in the development market since 2005

Team of 70+ engineers

We have a full-time team of 70+ software developers

82% senior engineers

We have an 82% seniority level in our team

Our Awards

Authoritative Design Award

Behance Interaction Award

FAQ