Tier 1 and Tier 2 Technical Support and Help Desk Services
Knowledge bases and web forums answer questions for most scenarios, but despite these online efforts, sometimes end users need to speak with a live person.
Our team ensures that your clients are not shuffled off to a support forum but instead connected to a knowledgeable, experienced help desk agent. Customer satisfaction is what we do, and your customers are guaranteed to speak with a real person and get the assistance they need.
Let our experienced contact centre agents support and guide your callers to a solution when they call for help. Call us at 1-866-605-2558 or fill out the contact form to get started.
Tier One Services
Tier 1 help desk support includes assistance with simple issues such as password resets, simple user problems and quick fixes.
Tier Two Services
Tier 2 help desk support includes issues that are more complex and may need to be escalated to a technical specialist who has the knowledge and skills to manage advanced issues.
“Most help desk and support calls are resolved on the first call…. because often people just need someone to walk them through the steps to help them get the results they want.”
Jared, Customer Service Representative
Your Clients Deserve to Speak With a Real Person
Businesses requiring exceptional help desk or customer service support rely on Intercon Messaging. We know that technical support is never a one-size-fits-all solution. Therefore we work with our clients to design services that fit your specific needs, adding value to your operations and functioning as a natural extension of your business.
Custom scripting allows you to determine what information is collected from your callers and how different calls are handled. Following your pre-determined workflow, we can log trouble tickets and assist your end user or escalate the call for advanced assistance.
With Intercon Messaging, you know you are gaining a partner that understands your business and has the experience and infrastructure necessary to meet your demands.
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Even though your business hours only cover a specific portion of the day, it doesn't mean that people who rely on you the most can wait until the next day to speak with you.
That's precisely why we operate 24/7.
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Day or night, urgent support requests require a predictable and consistent response. Individualized escalation procedures allow our team to initiate a reliable response by following a set of pre-determined escalation protocols unique to your business, department, or staff.
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Cut the chaos out of managing scheduling updates. Our shift scheduler option allows you to create and update your organization's on-call schedule in our user-friendly client portal. All changes are automatically reflected in real-time.
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Our contact center system integrates with different third-party customer management tools to enhance our solutions or increase connectivity with your business and staff.
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Our online client portal provides online access to your account features, from viewing and updating contact information and scheduling on call to listening to voice-logged calls.
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It is as simple as that! Cancel anytime.
A Suite of Custom Solutions
FAQs
We strive to be easy to do business with, focusing on being as transparent and accommodating with our customers as possible. This is why we will do our best to answer any questions you may have in our FAQ section.
If you do not find the answer to your questions, please contact us. We would love to chat and answer your questions.
