Mainly, when we mention the word outsourcing, the first thing that comes to our mind is IT Support, and this is because today there are more and more companies that decide to outsource services for this type of task.
Well, you may be wondering, why are IT support services outsourced.
Let’s start by mentioning that basically, IT support is a service that is normally contracted for the sole purpose of solving problems, like all services that are contracted, but in this particular case, we will be talking about computer-related problems.
So, when hiring these services, the company seeks to help and support its clients in different ways so that IT agents can solve their problems in a way that makes their lives easier, normally this form of help can be identified by levels.
So, basically, technical support is a range of services that provide assistance with hardware or software.
As we mentioned before, in general, the technical support service is used to help solve the problems that different users may present themselves, with while making use of services, programs, or devices.
It should be noted that most of the companies or businesses that market with hardware or software, also provide technical service by phone or other online platforms such as email or websites in the form of a guarantee.
Of course, it is not new to anyone that there are also a large number of free forums on the internet about technical support, but these are nothing more than comments based on the experience of some experts or not-so-experts on the subject who want to help beginners.
Who Makes Up A Tech Help Team?
IT support services are made up of IT technicians and helpdesk.
Thus, making use of different tools such as online chats, call centers or ticket systems are the ones that offer help and support to the client.
Then, the technician has the main task of providing technical support to users, who are guided step by step on how to use or solve a computer problem, and, are able to diagnose problems in order to offer solutions for the products. And services with which the client works can be smartphones, software, computers, etc.
Of course, in order to assist the customer in an efficient way, it is important that the technicians are highly trained and skilled with the products that the technical support is provided. As our IT support technicians from Freelance Latin America.
Well, after all this you must be wondering some things since we mentioned who they are and what they do, but, really, what would their functions be?
What Does A Technician Do?
Let’s talk about what a technician normally does, which mainly involves helping the client with the areas of configuration of a device or computer equipment, maintenance of the same, and the resolution of problems.
These are usually offered personal assistance, but due to the pandemic which is currently going through the world, more than anything we have been offering these services remotely, be it by chat, video call, telephone, or email.
Usually, the problems that clients have to go through are loss of data, software programs, internet connection failures, or the simple entry of a virus on your computer.
Functions of an IT Support Team
- Attend customer support inquiries
- Software management and support tools
- Delegate inquiries to the appropriate support channel
- Diagnosing and solving customer problems
- Be up to date on the company’s products and services
That being said, it is important to mention how the types of IT support are divided, in case you did not know, these are usually composed of different levels that help companies provide better support to their customers.
Normally we will get 3 levels of IT support, which are those that work as a team to offer specialized solutions to IT problems. However, the exact number of levels within technical support depends on each company and its products or services.
So, summarizing in a few words what these 3 levels of IT support, and based on the services that Freelance Latin America offers, we will mention:
Support Level 1
This has been called first-line support, front-end support, or help desk support. What is the initial level of support when technical problems arise and are responsible for solving basic customer incidents?
Support Level 2
Here, our freelancers provide support in more specialized areas of IT, such as the serious resolution and diagnosis of more complex problems for the client.
Support Level 3
And finally, this 3rd level is in charge of solving problems whose procedure requires the best detailed and specialized work of a technical team, that is, this is the most complex.
In this part, our experts will also have similar tasks to the second-level technicians. In the same way, they are in charge of tasks as important as the resolution and diagnosis of problems.
Have you ever wondered if IT support is really what your business needs?
To this, we answer you simply and concisely.
With all the changes in the infrastructure and business requirements, it is much easier for your company to stay ahead of technological advances and thus continue to meet the needs of your customers, so we recommend that you hire our services.
So, below I will give you five reasons why hiring Freelance Latin America’s IT support services is the best decision you can make for your business:
Anticipate Potential Failures
It is very common in all people, to seek a solution after the problem has already occurred, so obviously this will affect the productivity of your employees and the operations of your company in general.
With our remote IT support, we can easily prevent this from happening, since our technicians are trained to prevent all possible failures, monitoring 24 hours a day to prevent any potential problem that could affect your company.
Allow You to Focus on What Is Important
It is no secret to anyone that time is essential for every company, and therefore it is important that it be invested in valuable activities that have to do with personnel, customer satisfaction, and cost reduction, so forget about IT problems.
Our technicians are highly trained to give you that much-needed peace of mind and thus focus your business on the important issues.
Increase Your Productivity
If your employees are very easily distracted from their main roles to attend to the company’s IT needs, we are easily talking about a great decline in productivity, on the other hand, we will provide you with an effective service that will have a service desk that will assign technicians to diagnose faults in a short period of time so your workers can get down to business.
Sounds great, doesn’t it?
So now, allow me to tell you that you are just one click away from hiring the best IT support for freelancers in Latin America.
