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Outsource technical support specialists to the Philippines

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What is a technical support specialist?

A technical support specialist is responsible for providing technical support and assistance for problems, including software and hardware issues. They are troubleshooting experts and handle a broad range of technical complications such as connection issues and unresponsive applications.

Technical support specialist duties and tasks can include:

  • Assisting customers with troubleshooting software issues
  • Walking customers through launching new programs and installations
  • Providing customers and end-users with technical support documentation
  • Recommending alternative software or hardware components to customers
  • Controlling customer computers remotely to resolve issues.

These technical tasks are particularly well-suited to being outsourced as they are repetitive and rules-based, requiring a high level of attention to detail. Organisations free up their local tech teams time by sending specialist IT tasks to outsourced technical support specialists. This allows your onshore team to focus on nurturing client relationships and performing revenue generating work.

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What key skills and qualifications make a great technical support specialist?

Technical support specialists spend a lot of time addressing customer queries, educating people and troubleshooting problems associated with technology-based products and services. They are quite knowledgeable when it comes to computer systems and software applications. An essential skill of being a successful tech support specialist is being able to translate the technical jargon into plain English so that customers can understand and resolve from their side.

Outsourcing services recruit technical support specialists the same way an internal, talent acquisition team would. Essentially, they ask the same questions to understand whether these offshore candidates would be able to provide the level of quality required by Australian organisations:

  • What experience and knowledge do you have troubleshooting software applications and computer systems?
  • What are your problem-solving and technical literacy skills like?
  • How do you ensure excellent communication when speaking to customers who are not familiar with technology?
  • What software maintenance and process improvement techniques do you use to identify consumer technical issues and provide solutions?
  • Provide an example of how you showcased a high level of accuracy and attention to detail.
  • What software, hardware and computer systems are you familiar with?

In terms of qualifications, a higher education degree or certificate in computer science, computing and engineering is desirable. IT support specialists need to be fluent in technical programs and codes as they live in a systems driven world. Outsourcing companies can help you find the right candidate to meet your organisation's tech support requirements by hiring these specialists who understand how to “speak computer” while maintaining excellent customer service skills.

Benefits of outsourcing technical support specialist services

Organisations are able to appreciate the added benefits that come from offshoring technical support specialist duties to the Philippines, including:

  • Increased employee satisfaction

    Give your local team peace of mind by relieving them of any unnecessary tasks and sharing the workload with an offshore team or team member. This will help increase employee satisfaction within your business. With your technical support specialist team able to focus on what they were hired to do, you can expect to see a positive change in your working atmosphere.

  • Cost savings

    Hiring local staff can prove very costly to an organisation. Hiring an offshore team member that can assist your local team with routine technical support specialist tasks for a fraction of the price will help you control costs in your organisation, saving up to 70% when compared to hiring locally.

  • Business growth

    Hiring full time offshore technical support specialistcan help increase profits and supercharge your business growth. By adding extra capability through an offshore team, your local employees will have additional capacity to take on more work and grow your business sustainably.

  • Efficiency increase

    Sending daily, time consuming, repeatable systems administrator tasks offshore will allow your local team to take on more work. By sharing the workload between your onshore and offshore team, you will notice a drastic increase in efficiency and productivity within your organisation.

What are the costs associated with hiring an offshore technical support specialist?

Outsourcing your technical support services to the Philippines can represent significant cost savings of up to 70%. At Beepo, we offer a simple monthly fee to help you reduce your overheads and focus on growing your business. This monthly fee covers everything: including infrastructure, security, recruitment and training, management and staff benefits.

For more detailed information on costs, please arrange a business consultation so we can tailor a solution to your business needs.

The Beepo advantage

Beepo is an Australian-based outsourcing company that offers businesses a distinct competitive edge with offshore staffing solutions. We take the time to understand the hardships our clients face when it comes to recruiting hard working, dedicated staff. The Philippines is renowned for its accounting talent and bookkeeping skills, and we are adept at finding and recruiting the best of the best in terms of bookkeepers.

Interested in learning more about the outsourced solution we can provide for your business?