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      What is outsourced technical support?

      Outsourcing of technical support means sending certain hardware or software support related tasks to a team outside of your company who can service your customers on your behalf. Typically this is offshore in locations such as the Philippines.

      Technical support is a very specialised role that needs to be fulfilled by a dedicated team, often around the clock. Businesses often don’t have the resources to do this locally and in the start-up phase, technical support can even get left to the general team to manage in addition to their usual workload. By outsourcing technical support, businesses ranging from start-ups to much larger companies can then focus on their core business. Their local team can work on new product development, technical upgrades and bug fixes - developments that will generate new sales and customers. 

      Outsourcing technical support to an offshore location will save your company significant money and ensure that your software and hardware products are well-supported and your customers are happy. An offshore technical support team can assist with many tasks, including but not limited to: 

      • Troubleshooting, diagnosing and investigating issues
      • Programming, debugging and working with code
      • Communicating with customers via phone or online
      • Working with ticketing system and documenting issues
      • Warranty resolutions
      • Configuring systems 
      • Recommending solutions and guiding customers
      • Testing software enhancements and updates.

      Why do businesses outsource technical support offshore?

      Businesses of all sizes are sending their technical support roles to offshore teams so that their local team can focus on the product development and sales side of the business. And it’s not just software and hardware businesses but any organisation relying on their customers being able to use an online program or application. 

      Technical support is vital to keeping customers happy and requires a dedicated team rather than taking time away from your development and sales teams. Offshore locations are well set up for this work which gives your business huge efficiencies, cost savings and the ability to service customers around the clock. What’s more, you can scale your technical support team according to changes in demand.

      Your local employees are also more likely to be satisfied in their jobs as they get to focus on what they were hired to do and your business will grow as a result of their focus on new product development and sales.

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      What other technical job roles can be outsourced?

      At Beepo, our team provides staffing solutions for a range of technical services, in addition to technical support, and includes:

      What are the benefits of outsourcing technical support offshore?

      Key benefits associated with outsourcing technical support to the Philippines include:

      • Cost savings

        Outsourcing can save your business money by having day-to-day tasks completed in a lower-cost economy, where employment costs are up to 70% less.

      • Expert support

        Outsourcing providers are experts in providing insights and advice at each stage of the outsourcing process. Their expert advice can help your business or recruitment company get the best out of your outsourcing journey and ensure it is optimised for success.

      • Improve business flexibility and availability

        Outsourcing can help your business become more agile and flexible by opening up 24/7 availability.

      • Business growth

        Outsourcing can free up funds that can be used to reinvest back into the growth of your business. With the additional support of an offshore team member(s), you can increase the capacity for your business to take on more work.

      • Improved staff satisfaction rates

        Outsourcing can help you to identify roles and tasks that would be best suited to send to an offshore employee. That way, your local team can focus on what they do best and what motivates them, improving job satisfaction for employees in the long run.

      What are the costs associated with outsourcing technical support?

      Outsourcing your technical support to the Philippines can represent significant employment cost savings for your business of up to 70%. At Beepo, we offer a simple monthly fee to help you reduce your overheads and focus on growing your business. This monthly fee covers everything from infrastructure, security, management and recruitment, to training, IT, legal and staff benefits.

      For more detailed information on costs, please arrange a business consultation so we can tailor a solution to suit your unique business needs.

      The Beepo advantage

      Based in Australia, Beepo is an outsourcing company that’s able to provide local businesses with a competitive advantage through offshore outsourcing solutions. We know the challenges and frustrations you face in sourcing and keeping talented, dedicated employees. The Philippines offers a pool of technically skilled and qualified talent and our team is experienced in finding and recruiting the ideal candidates for our clients.

      Our role is to recruit, onboard and manage your offshore team members while you manage every aspect of their deliverables and deadlines. And we’ll provide everything they need to do their work so that they can begin delivering outstanding results from the moment they start.

      Our highly-skilled technical support staff will ensure your customers receive the resolution and assistance they need, while your local team can focus on new developments and sales.

      Interested in learning more about the outsourcing solutions we can provide for your business?
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