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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:
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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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:
In terms of qualifications, a higher education degree or certificate in computer science, computing or 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.
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.
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.
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.
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.
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.
Beepo is an outsourcing company based in Australia 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 tech talent and customer service skills. This makes us adept at finding and recruiting the best of the best technical support specialists for organisations.
Additional IT support roles and services your business can outsource to the Philippines
So, you've decided to send your outsource technical support specialists tasks to the Philippines to take advantage of the benefits of outsourcing. Why not consider embracing offshoring solutions for your other IT support services as well? Take a look at the below list of roles and services that are well-suited to offshoring: