Reliable Support

Technical Support

When the Right Tech Support is Critical

Leverage our expertise in serving a variety of technology-based industries – including IT, network, IP/traditional telephony, mobile applications – with technical help desk support. With a focus on diligent follow up, Superior manages and resolves troubles, handles triage, escalation, and monitoring.

For efficiency, we employ a tiered support structure with well-defined parameters that trigger escalations when appropriate. While agent accuracy is always critical, our training emphasizes enhanced communication skills in helping users of varied technical backgrounds to ensure nothing is lost in translation.

User Case Handling

Provide step-by-step user instruction, open and resolve service tickets, troubleshooting and testing. All via phone, email, chat and more.

Resource Deployment

Dispatch technicians, coordinate vendor meets

Responsive Service Disruption Management

Whether planned or an unanticipated outage, we can immediately tap into systems to alert customers and keep them informed. Provide pre-recorded announcement on main number, Information Line updates, call, email, SMS blasts.

Network, Systems, Operations Monitoring

Our technical agents can be trained on your network and systems to monitor that all is well, and to alert appropriate parties to ensure it stays that way.

The Superior Difference

  • High first call resolution means high customer satisfaction
  • US-based, accent neutral services reduce call times and caller frustration
  • Efficient intelligent call routing
  • ‘Always learning’ technical support agents reinforced with ongoing training and expanding knowledge base
  • Diligent follow up and follow through, tracking resolution through escalation to your customers and internal team
  • Flex with direct response campaigns

Contact us to learn more about how we can improve your brand’s technical support.