Our technical support and IT Help desk Services offerings include round-the-clock technical support and problem resolution for OEM customers, Corporate Employees and computer hardware, software, peripherals and Internet infrastructure manufacturing companies. These include installation and product support, up & running support, troubleshooting and Usage support.
Our skilled and motivated helpdesk agents are equipped with world-class problem solving tools and techniques, which ensures prompt and accurate support to callers.
Some of the features of Nous’ Technical and Helpdesk Support Services:
- Support can be provided either on a ‘dedicated resource model’ or ‘shared resource’ model
- Support provided to enterprises, customers and end-users
- Capability to provide support 365/24/7 days a year
- Multi-channel capabilities that include voice, e-mail, chat and remote assistance
- Online ticketing and reporting tools, knowledge base tools and integrated problem case tracking, and alerting tools
- Dedicated IPLC and local call termination nodes for cost-effective and efficient routing of calls
- Provision of IVR, Call Transfer and Call Conferencing services
- ISO/IEC 27001:2005 methodologies for protection of confidential data
- Flexible pricing models
Nous’ Technical Support Helpdesk services include:
- Product and Application Support
- Level 1, 2 & 3 Technical Support
- Software support including resolution of problems related to operating systems, utilities and third party applications
- Hardware Support including desktops, notebooks, servers, telecommunication devices, networking devices and network security devices
- Computer Peripherals and Consumer Electronic Devices Support
- Internet Service Support
- Corporate Helpdesk Support
- Online Software and Services Support
- Warranty or Post-warranty Support
Nous’ Technical Support Executives can also provide complementary value added services like cross–sell, warranty upgrades, up-sell and product/application usability testing services.
Support Process
Our Support Engineers can take calls and answer your customer’s questions just as if they were representatives of your company. When a customer calls the local customer service number, the call is routed to our offshore support center. An automated IVR provides the customer with basic information and guides the customer to reach the right service team. When the call lands at our call center, our ‘automated call distribution’ system directs the call to the first available engineer, who promptly answers the call using your company name.
