What is outsourced technical support?
Outsourcing of technical support means sending certain hardware or software support related tasks to a team outside of your company who can service your customers on your behalf. Typically this is offshore in locations such as the Philippines.
Technical support is a very specialised role that needs to be fulfilled by a dedicated team, often around the clock. Businesses often don’t have the resources to do this locally and in the start-up phase, technical support can even get left to the general team to manage in addition to their usual workload. By outsourcing technical support, businesses ranging from start-ups to much larger companies can then focus on their core business. Their local team can work on new product development, technical upgrades and bug fixes - developments that will generate new sales and customers.
Outsourcing technical support to an offshore location will save your company significant money and ensure that your software and hardware products are well-supported and your customers are happy. An offshore technical support team can assist with many tasks, including but not limited to:
- Troubleshooting, diagnosing and investigating issues
- Programming, debugging and working with code
- Communicating with customers via phone or online
- Working with ticketing system and documenting issues
- Warranty resolutions
- Configuring systems
- Recommending solutions and guiding customers
- Testing software enhancements and updates.