Technical Supporter

All technical support agents under a streamlined technical support training process that covers various aspects of providing solutions and enhances their skills at providing offshore technical support.
Technical support training is both generic and client specific. The first level of the process involves intensive technical training in multiple technologies, IT helpdesk models and customer care skills with a focus on etiquette, language and accent. At the next level, agents are trained in effective communication and team building skills. The training ensures that technical support agents are adept at troubleshooting and handling all queries on Desktop, Internet, Server and Networking Domains. Agents qualify as competent technical support personnel only after they complete the training.
In general, offshore technical support centers offer Tier 1 and Tier 2 support after which the call is escalated the client's technical support team. However, technical support centers in India offer an additional level of highend technical support (Tier 3 support), which involves bugfixing and advanced problem resolution.
At the first level of staffing, the minimum eligibility for Technical Support Representatives (TSRs) or agents is a college education. Voice training is an essential part of the training at this level.
The second level has Senior Contact Engineers. Internal voice training compulsory. These agents handle entry level calls.
The third level is comprised of Team Leads must have at least 4 years of relevant work experience and be 3rd party certified professionals. They can handle calls that are escalated to the 1st level of escalation.
At the highest level are the Support Managers. Support Managers require at least 6 years of relevant work experience and must be 3rd party certified professionals. They handle calls which reach the 2nd level of escalation.