1. Home
  2. Services
  3. BPO & Technical Support
  4. Build a Tier1/2/3 in an offshore centre

Support department is a critical element of customer engagemenfor technology companies - it deals with a lot of queries your customers have related to your product/service.
Professionally built support can significantly boost your customer satisfaction and could positively reflect in the sales revenues.

Mature organizations usually divide their support into 3 tiers/levels to better allocate the support resources.

Tier 1 Support handles the majority of incoming calls to the help desk, determines the customer's issue, fix some basic technical problems and record them into the issue tracking or is sue logging system.

It usually acts as a 24/7 call center, since requires knowledge of the products, and company's terms and conditions rather than technical information itself, while this group may handle up to 80% of end-users issues by phone, web-based chat tools and social networks.

More complex issues will be escalated to more in-depth technical support levels - Tier 2 or Tier 3, where experts are solving the hard bugs performing advanced technical troubleshooting and analysis of the code and data.

24/7
Level 1

24/7 customer care, service desk installation, training, customization, monitoring, problem solving

Excellent English

Computer science, experience with smartphone, tablet, PC, Mac

TCP/IP, LAN, WAN, IP routers

PHP, Java, Javascript, Bi, big data

Level 2

Product performance support Troubleshooting, infrastructure support, database administration

Excellent English

Service Desk, Hardware, Network, DBA

Troubleshoot issues VOIP, AV/VTC/IPTV/Network

VMWare, virtualization services and software

Level 3

Engineering and DevOps Engineering and Critical Problem Resolution

Excellent English

Administration of Web Servers

AWS DevOps Engineering

Programming/scripting: PowerShell, Jenkins, Python, Ruby, Java

Describe Service Request Details
Learn more about our world-class developers
Get accesss
Business contact information
How would you like to be contacted?

Privacy

Please keep me informed of services and offerings from Copler.
Check the boxes below to receive more information about:

Our experts on BPO:

 

Expert
Konstantin Ryzhov, CEO konstantin.ryzhov@copler.uk
Expert
Nataliya Zub, COO nataliya.zub@copler.uk
Tell us about yourself By filling out this form, you agree that Copler
may contact you regarding this inquiry

TITLE:

    Join us
    Request a callback
    Contact a sales expert
    Thank you Thank you!

    Your comment was added!
    You can reload the page!

    Thank you Thank you!

    We've received your submission
    and a representative will be in touch with you soon

    Thank you Thank you!

    Thank You!
    Your email was added to database!

    Error Error!

    Please, try again later

    30 minutes service discussion

    30 minutes service discussion
    Contact technical support

     

    You Can Also Call Us At +1 718 509 3086
    Contact customer service

     

    You Can Also Call Us At +1 718 509 3086
    Apply for the job
    Send quote

    We have already sent you quote to your email. For more details, you can request a conversation.

     

    You Can Also Call Us At +1 718 509 3086
    Subscribe Us