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Experienced technical support specialists play a crucial role in providing assistance for technical problems, including software and hardware issues. They are responsible for troubleshooting a broad range of technical complications such as connection issues and unresponsive applications, installing peripherals, and performing general computer maintenance and updates. Technical support specialists are also known as service desk specialists, help desk specialists, and technical support officers.
The fourth industrial revolution, Industry 4.0, is revolutionizing the way companies distribute and manufacture their goods, services, and products through the integration of new technologies. To capitalize on providing tech support services that will aid in Industry 4.0 solutions, tech organizations must incorporate cloud computing, AI, machine-learning, automation, blockchain, and big-data analytics into their production operations. The technical support outsourcing market is expected to grow by $11 billion from 2020 to 2024, progressing at a compound annual growth rate (CAGR) of 6%. This is largely driven by the effects of the global pandemic and the increasing need for cost-effective solutions to improve efficiencies.
Outsourcing technical support specialist tasks to an offshore team can be a cost-effective and reliable solution. Hiring offshore technical support specialists can save up to 70% when compared to hiring locally. Sending technical support tasks to an offshore team in the means your onshore team will have more time, budget, and project scope to take on higher-value work. This will result in a drastic increase in productivity levels within your IT services, leading to business growth and scaling opportunities.
Technical support specialists require excellent active listening skills matched with the ability to troubleshoot and rectify any reported issues. An understanding of computer languages, codes, and software is crucial so technical support specialists can assist users who may not be able to understand or interpret technical issues. Technical support specialist roles can be categorized by years of working experience, including Tier 1 (Junior), Tier 2 (Intermediate), and Tier 3 (Senior).
Technical support specialists use tools developed internally by their employers, such as customer relationship management (CRM) tools, ticketing and incident reporting systems, and communication platforms, such as phone hardware, chat, and email. As remote tech support specialists, they primarily work with applications in the cloud to support businesses and their customers no matter where the geographical location.
To employ technical support specialists effectively, it’s key to communicate effectively and efficiently with your talent acquisition team in the . This will help the team to source the right candidates, streamline the recruitment process and ultimately, assist in finding the best fit candidates for your needs. Having one team lead can ensure streamlined communication and project updates are effectively delivered to your onshore team.