Streamline your technical support by outsourcing it to expert tier 0-4 support agents. Our specialists work with products in different domains and resolve IT infrastructure incidents promptly and cost-efficiently.
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
Outsourced technical support from experienced agents is advantageous for your products. It helps you achieve a seamless user experience and quick issue resolution.
24/7 availability
Get around-the-clock tech support
Communication channels
Offer support via many channels: email, messengers, phone, etc
Experienced agents
Access support staff who have specific expertise
AI-powered automation
Use artificial intelligence to automate routine tasks
SLA
Work under a strict SLA
Involving specialists
Engage developers, DevOps engineers, and other specialists
Unified system
Operating through a unified helpdesk system
Reporting
Detailed and transparent reporting
Knowledge base
Maintenance and updating of the knowledge base
Scalability
Adjust your team size to your product needs
Management
Get the incidents handled without your supervision
Multi-language support
Make support available in many languages
Data protection
Safeguard all sensitive information
Quality support
Continuously enhance your support processes
Our Clients
We develop large projects for clients across 27 countries, a significant number of which are featured on the Fortune 500 list.
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
A huge internal system for managing sales, marketing and services. The system contains around 100 modules and is integrated with all other IT systems used by the company, including accounting, warehouse, CRM, etc.
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
Technologies
We choose the technology stack for every project individually. Here are those we specialize in.
Here we provide answers to some frequently asked questions regarding technical support. If you have a separate query, book a call to discuss it with us.
What services can be included in outsourced tech support?
Outsourced technical support can encompass a wide range of services, tailored to your specific needs. They may include server administration, security monitoring, incident response, and IT consulting.
Can you deal with high-volume customer inquiries?
We are equipped to handle high-volume customer inquiries efficiently and have experience providing tech support for our enterprise clients, such as Kia, BAT, and Tennet. Our team of skilled technicians is trained to prioritize and resolve issues quickly, minimizing customer wait times.
What are the 5 levels of tech support?
Tech support is typically divided into five levels, each with increasing complexity.
Tier 0 includes basic issues, such as password resets
Tier 1 deals with hardware and software incident resolution
Tier 2 focuses on network and server issues
Tier 3 involves dealing with complex system failures
Tier 4 handles critical incidents and escalations.
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