Outsourced tech support is when you hire an external company to handle your business’s technical support. It is becoming increasingly popular among small to medium businesses as an affordable solution for their IT support needs. 

The benefits of outsourced tech support include reduced costs compared to hiring an in-house team, flexibility in scaling up or down as required, the opportunity to focus more on your business’s core functions, and access to up-to-date server technology and practices.

Outsourcing Tech Support: Advantages

As mentioned, the most significant advantage of outsourced tech support is that it can save businesses money by eliminating the need to hire and train IT professionals who, on average, have a salary above $86,000 per year. You also don’t need to put valuable time, effort, and resources into the team’s daily operations. Once you partner with an outsourcing company, they are responsible for hiring and training support agents and day-to-day overhead expenses. 

Outsourcing also brings the flexibility to scale up or down as needed without the hassle of hiring or firing employees. It also helps businesses to focus on their core functions, such as product innovation and marketing, without being bogged down by daily technical concerns about servers and related IT. 

Outsourced tech support companies, who focus on IT services as their primary function, are well-informed about the latest technological advancements, making them better equipped to handle all kinds of tech issues and problems that might arise in your operations.

However, it is also vital for businesses to choose a reliable and reputable outsourcing company to ensure they receive the highest-quality support. Factors such as client reviews, number of years in operation, number and type of customers they handle are some of the few indicators you can use to find great IT partners. The key is determining if outsourcing is a good fit for the business and choosing a provider that can meet the business’s specific needs and budget constraints.

SupportPro’s Outsourced Tech Support

SupportPRO is headquartered in Deerfield, Chicago, and has been in the web hosting industry since 2005. With a team of certified tech support staff working from the NOC in Kochi, India, SupportPRO has extensive experience in providing outsourced tech support to a wide range of clients around the world.

We work with clients to understand their specific business requirements and incorporate them into their support process. SupportPRO offers flexible white-label ticket and chat services at different price points, catering to the needs of businesses of all sizes. 

SupportPRO‘s team of engineers are certified and skilled in all web hosting control panels, new cloud platforms, and Windows technologies. The company offers dedicated, semi-dedicated, and team support options to meet businesses’ different needs and budget constraints. With a team of over 100 server admins, cloud architects, Analysts, DevOps experts, and 50 developers and programmers, our clients can be confident that they are receiving top-notch technical support.

SupportPro Tech Support Services

1. Dedicated Tech Support

In the Dedicated Support model, a highly qualified RHCE engineer will be dedicated solely to your company, providing Level 1, Level 2, and Level 3 support as per your needs. This individual will be accessible five days a week, for eight hours a day, and you can communicate with them directly via email, chat, or phone. 

The Dedicated Support model offers several benefits, such as exclusivity, ease of access to the engineer, and cost savings compared to maintaining an in-house tech support team. We will efficiently manage your advanced administration tasks and protect all your intellectual property. Our support team will be trained on your specific business processes, systems, and requirements, ensuring a tailored customer experience.

2. Semi-Dedicated Tech Support

Semi-dedicated tech support is an excellent option for growing companies looking for quality support services on a budget. In this model, the support engineer is shared between two clients and works five days a week, four hours a day. 

The support team is trained in your company’s line of business, systems, and processes, ensuring that the service is tailored to the company’s specific needs. With guaranteed assistance for at least 18 hours a week and secure information protection, the semi-dedicated tech support offers a balance of cost-effectiveness and quality support. 

This model is a scaled-down version of dedicated staff support and is meant for companies that are outgrowing shared support but are not yet ready for a fully dedicated team. 

3. Dedicated Team Support

Dedicated team support is ideal for companies looking for round-the-clock technical support with the assistance of a proper team. The dedicated team of systems engineers takes care of all technical support requirements and is available 24/7. With an in-house knowledge base and a combined experience of over 30 years, the team of certified engineers is equipped to handle any technical need efficiently. 

The team is composed of Microsoft Certified Systems Engineers (MCSE), Red Hat Certified Engineers (RHCE), Cisco Certified Network Engineers (CCNA), and other certified professionals with a minimum of 3 to 4 years of experience. We can match resources to your requirements and help you set up a custom team. 

Our tailored approach analyzes the business needs first and then builds the dedicated technical support team that best fits your company’s needs. The dedicated team can contact customers and other staff through the channels of the company’s choice and can set up a VPN with the network if required. 

In conclusion, SupportPRO offers you the flexibility and convenience of outsourcing your technical support needs, with options to suit your budget and requirements. We promise: 

• Availability of highly qualified engineers
• Flexibility: Offers various levels of technical support
• Multiple communication channels (email, chat, phone)
• Guaranteed service hours
• Customized experience 
• Protection of secure information and privacy
• Cost-effectiveness 
• White-labeled support