Tech Support Services

Hyperion Technical Support

Every modern business relies heavily on technology. And now that many companies have employees working remotely from home due to the COVID-19 pandemic, there are many abrupt technological changes that organisations must implement to survive.

Meeting these sudden challenges, however, may be difficult for organisations that are already stretched thin due to scaling down (or up) during the pandemic. Instead, they should consider outsourcing technical support.

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What is Technical Support Outsourcing?

There are numerous advantages to outsourcing IT support, particularly if you own a small business with limited resources. If you’re wondering whether you should outsource your technical support, Hyperion Business Consultants will help you understand how to outsource it as well as the benefits.

Enterprise owners know that business doesn’t end with closing a deal. Winning a customer over and keeping them loyal is equally meaningful. Competent technical support is essential to building customer loyalty.

If you want to provide high-quality follow-up services, be aware that they are costly and time-consuming. Additionally, it is a distraction when you are focused on growing your business. What then is the exit strategy? Technical support outsourcing is the solution.

Which Technical Support Services Can You Outsource?

Nowadays, businesses can outsource nearly any task their in-house IT department can perform. However, the following are the most frequently outsourced IT categories handled by hired IT support providers:

  • Data Centre Operations
  • Simple User Support Services (help desk, service desk, etc.)
  • IT strategy, budgeting, and planning 
  • Disaster Recovery 
  • Managed Hosting
  • 24/7 Onsite and Remote End-User Support.
  • Patch Management
  • Network Installation
  • Cloud Computing 
  • Network Management

The Benefits of a Tiered Support Structure

Configuring your support structure to meet your current needs while also scaling appropriately for future growth can be challenging. When an organization’s IT support is organised into tiers and equipped with sufficient staffing, automation tools, and support systems, tiered support provides the following benefits:

1. Simple issues will be solved more quickly by utilising automated self-service options.

2.Strategically addressing and resolving customers’ needs

3.Organising feedback and suggestions for further improvement.

4.Minimising overall support costs by efficiently using available support resources.

Hyperion Tech Support Tiers 

Technical support can be provided via phone, email, live chat, video, chatbots, online tutorials and how-to’s, message boards, and other logging tools, depending on the support level or tier. The three levels of technical support that are best outsourced are as follows.

Tier 1:

Level 1 support is a low-level helpdesk and customer service contact centre that resolves common issues that cannot be fixed by the Tier 0 self-service system. Tier 1 support personnel are responsible for resolving simple customer issues.

A T1 (Tier 1) specialist's primary responsibility is to gather information from front-end users and troubleshoot their issues. T1 personnel can collect information such as a customer's name, system name, warnings or errors, and others without escalating the problem to other support groups.

Tier 2

T2 provides more comprehensive technical support to its customers. Once T1 personnel have been unable to resolve an issue, the problem is escalated to the more experienced and knowledgeable technicians in T2. For lack of a better term, this is administrative-level support that assists in troubleshooting further and providing solutions when problems arise.

Tier 3

Additionally referred to as "back-end support," T3 is the highest level of support in any tiered structure. Professionals at this level are responsible for resolving the most complex issues encountered by customers. Because of this, any customer-related issue that cannot be resolved at T1 or T2 is routed to T3 for further attention.

In a product or gadget manufacturing company, an issue may go unresolved, necessitating the replacement of a purchased product. As a result, the T3 team takes action and provides the necessary information to avoid future troubleshooting.

How to Implement a Tiered Support System

Numerous businesses adapt the tier support template to their unique requirements, resources, and philosophies. Here are four popular ways to customise the tiers for speed and efficiency, as well as to improve employee satisfaction:

Once a format has been established, consider additional ways to support your team and encourage them to continue providing positive customer experiences. Define top support manager skills such as goal setting, experience managing change and conflict, effective communication, and hiring experience. Additionally, ensure that you provide growth opportunities for your team members, incentivising them toward upward mobility. Through informal training, mentorship, and continued education, support reps can grow and evolve in their roles.

Allow collaboration between the support tiers.

Integrating tier collaboration significantly reduces employee turnover, particularly among tier 1 agents. Cross-tier functionality allows agents to gain knowledge from the resolution processes used in other tiers of support, enabling them to become more adept at resolving a range of customer issues.

Set up a helpdesk to bring some order to the chaos.

The right customer service software can assist in routing issues automatically to the appropriate team or agent. This process improves the customer experience by avoiding a series of cold transfers between different agent tiers and ensures that all employees are fully engaged in resolving the issue. Additionally, in-app collaboration enables agents in tier 2 and tier 3 to coordinate efforts on problems highlighted in the helpdesk, rather than running back and forth between different teams for resolutions.

Create a culture of accountability among the support tiers.

A request is never considered fulfilled until the customer receives an acceptable resolution. While tier 1 support may pick up tips on how to handle more complex issues from higher tiers, tier 3 and beyond can uncover revenue opportunities by identifying customer needs during tier 1 conversations. Thus, agents can review customer issues from other support tiers periodically and recommend alternative solutions or process improvements. Agents can add themselves as ‘Watchers’ on tickets that were not assigned to them using advanced customer service software.

Establish time constraints for query resolution.

Customer service issues can assist you in identifying and classifying your customer support team. The longer it takes to resolve a problem, the more experienced the representative needs to be. So, you can set time limits for each type of problem instead of letting reps decide when to move up to the next level. Tier-one agents, for example, should be able to resolve issues in less than 15 minutes, or the ticket should be escalated. Real-time thresholds can be determined by referring to your reports and classifying them according to the different types of issues. It is preferable to automate the process of transferring the ticket and escalating it as necessary. 

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