786-878-8302  evan@tiernine.com

TECHNICAL SUPPORT

technical-support

Tier Nine Consulting offers technical support services following the around the sun support model. Costa Rica has been chosen as a regional center for technical support by companies such as Hewlett Packard, Intel, Amazon and many others due to several key factors which include good English skills and solid technology skills. For this reason, Tier Nine is able to successfully bring seasoned technical support engineers to US businesses.

Deep Experience

Most of our technical support engineers have pretty much worked in this field since graduating from college and come from a variety of different sectors including Manufacturing, Technology, Healthcare, eCommerce, and Retail Banking.  Furthermore our technical support practice focuses on customer loyalty with proactive issue management, reduce contact handling times, contact values and optimized human effort. All of these factors allow us to reduce costs because we can manage resources more effectively.

Furthermore, we leverage best practices acquired by the team over the years working as Tier 1, Tier 2, Tier N support specialists for enterprise ERP systems at large US businesses located in Costa Rica.

Continuous Improvement

Experience shows that companies that focus on

We understand that organizations need to continuously focus on inventing and improving their support processes around acquisition, service and retention.

In addition to phone support outsourcing, we also provide email, chat and social media engagement services across all stages of the customer lifecycle. Starting with Product and Service Activations, our technical helpdesk goes on to provide Level 0/1/2/3 Support, Service Installation and co-ordination, Problem Simulation and Diagnostics, Billing and Invoicing and Escalation Support services for both consumer and enterprise customers. As part of our technical support solutions program we also offer:

  • Warranty Processing
  • RMA & Dispatch Support
  • Loyalty Management and Up-sell/ Cross-Sell activities

 

Providing productivity solutions

 

We develop clear strategies incorporating Customer and Predictive Analytics, Data and Speech Analytics and Social Media Monitoring to improve efficiency in call and contact handling, customer retention and revenue generation, thus providing valuable contribution to a business-critical engine.

 

Service Offerings by Customer Type

 

Enterprise Support
Our enterprise support offering is woven around 4 key imperatives, namely – product complexity, profile of the end user, associated delivery challenges and 24x7availability.

Enterprise products are complex and business-critical, and businesses have zero tolerance for any display of technical inadequacy. Our 24/7 technical helpdesk comprises a dynamic team that is well-equipped to meet unforeseen challenges with quick solutions.

Technology know how, mature and proven processes and an experienced work force adept at handling enterprise end users gives Wipro the edge to deliver best-in-class enterprise support.

Consumer Support
Our approach to consumer support is designed keeping the end user in mind.

We train our 24×7 phone support outsourcing team on cultural sensitivity, a global and neutral accent, and right technical knowledge, thereby equipping them to cater to consumers ranging from students and home makers to working professionals. Revenue generation activities like cross-sell, up-sell and warranty activations also form an important part of our technical support services.

Further, we attach great weight to rigor in ongoing knowledge transfer, proactive performance monitoring, customer experience pulse mapping, and trend analysis to drive identification of training needs, continuous quality improvement, and operational excellence standardization with our end objective – Customer Experience Enhancement.

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