U.S. Based Customer & Technical Support Services
If you are considering outsourcing technical support, choosing the right tech support company is key to success. When it comes to outsourcing technical support Inforonics is a leading outsourced technical support vendor because ...
- We deliver outsourced support services 24x7, business hours, or off-hours.
- All services are delivered by U.S. based resources in Littleton, MA
- We use Cisco Unified Communications Infrastructure
- We offer Industry-beating answer times and abandon rates
- We are a BBO 2009 & 2010 Top 50 Vendor
- We rely on SAS70 Type II Operations
- We are still not satisfied with a 96%+ Customer Satisfaction rating
The outsourcing technical support industry is evolving rapidly as outsourced vendors offer greater capabilities to their clients.
We urge you to investigate other technical support vendors, talk to our clients, and make an informed decision about outsourcing tech support and any of these technical support services.
Customer Support (Catch & Throw)
Non-technical Support / Answering Service. Agents will answer calls or respond to emails; gather contact and issue information & escalate issues to clients via emails, calls, warm transfers. Remember, all of our customer and technical support services are delivered by US based agents from our Littleton MA, headquarters.
Non-technical Support. Agents will answer calls or respond to emails; gather contact and issue information; update customer data in http/https accessible internal or client-owned systems (change data, add notes, recharge calling cards or other reward programs, handle credit card transactions); follow other non-technical, scripted instructions/processes as approved by Inforonics; escalate issues to clients via emails, calls, warm transfers.
Technical Support Representatives (TSR) will answer calls or respond to emails and, through a series of client-provided scripted steps, capture user contact and issue information and either resolve the issue or prepare the issue for escalation to a Tier 2 organization using an Inforonics or client-owned ticket system. Tier 1 TSRs are not expected to troubleshoot outside the parameters of scripted solutions.
Technical Support Representatives (TSR) will answer calls or respond to emails or review support requests received from a Tier 1 organization and assess the nature of the issue, reproducibility of the issue, and the remediation steps taken so far. The Inforonics Tier 2 TSR continues troubleshooting that may include inspection of device OS or configurations, initiation of run book procedures, interviews with end-users or other stakeholders including third-party vendors, and remote desktop troubleshooting services with end-users. Tier 2 TSRs attempt to identify root cause and remediate a problem or installation of a workaround. The Inforonics Tier 2 TSR either resolves the issue or prepares the issue for escalation to a Tier 3 organization using an Inforonics or client-owned ticket system. Inforonics Tier 2 TSRs are expected to troubleshoot beyond scripted parameters and may have administrative-level access to supported systems.
Free Quotes &
Assessments
Is outsourcing technical support the right decision for your company or service?
There are many questions you need to ask yourself and potential outsourced technical support providers.
What should you look for in an outsourced technical support provider?
What level of technical support do you want to outsource?
What types of outsourced technical support will you provide to your clients: Email, Phone, Web Portal, Chat?
What are the key performance indicators (KPI) that tell you that you and your outsourced technical support vendor are doing a great job?
Who does technical support in your company? Why?
Click image for the answers and more 
We are not just a software technical support center. Incident Management is a technical support service that addresses alerts from your equipment and network systems. Technical Support Representatives (TSR) responds to a client IT system alert and, through a series of client-provided run book processes and procedures, either resolves the issue or prepares the issue for escalation to a Tier 2 technical support organization using an Inforonics or client-owned ticket system or escalates issues to clients via emails, calls, or warm transfers. Inforonics Tier 1 TSRs are not expected to troubleshoot outside the parameters of the run book processes or procedures.
Technical Support Representative (TSR) responds to a client IT system alert and assesses the nature of the issue, reproducibility of the issue, and the remediation steps taken so far. The Inforonics Tier 2 TSR continues troubleshooting that may include inspection of device OS or configurations, application code, initiation of run book procedures, interviews with end-users or other stakeholders including third-party vendors. Tier 2 TSRs attempt to identify root cause and remediate a problem or installation of a workaround. The Inforonics Tier 2 TSR either resolves the issue or prepares the issue for escalation to a Tier 3 organization using an Inforonics or client-owned ticket system or escalates issues to clients via emails, calls, or warm transfers. Inforonics Tier 2 TSRs are expected to troubleshoot beyond scripted parameters and may have administrative-level access to supported systems.
InfoParse - The Intelligent Email Filtering Solution for Technical Support & Incident Management℠
Without intelligent email filtering, each email delivered to the support mailbox has to be opened, read, analyzed, and either escalated or deleted. That's expensive. With Inforonics InfoParse? only actionable emails land in your support queue. A typical mid-volume Inforonics technical support client filters out over 500 non-actionable emails a month - saving over 50 hours of manual effort and $4k to $5k per month in real, measurable support costs.
Program Management / QA / Continual Service Improvement (CSI)
All customer and technical support programs include standard ongoing Agent QA consisting of scheduled monthly monitoring of recorded calls, support tickets and emails; scoring agents against program standards and managing incentive and remediation programs appropriate to agent scores to maintain agent quality levels.
The combination of technology, experience, quality, and pro-active program management makes the decision of outsourcing technical support to Inforonics the right decision for most companies. And, as a leading technical support vendor, we offer comprehensive solutions, including the use of the Inforonics trouble ticket technology to manage support data, including volume, issue types, first contact resolution, ticket arrival demographics, and issue history.
