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Dedicated Team for Web Hosting Support
Description: Dedicated team for first and second-level support of customer’s web hosting services 24/7.
Client: US hosting provider.
Challenge: A hosting provider has chosen us to set up a dedicated support team to solve his clients’ issues 24/7. The team had to be skilled enough to provide first and second-level customers’ support in English for customers from all over the world. The main issue was to establish smooth working process with another US support team and avoid double work when replying on tickets.
Solution: We have set up a team proficient enough to provide two levels of support. Functions for the first-line (L1) support included liabilities to solve basic customers’ issues via chat, phone calls and support tickets system. The second level (L2) included more complicated in-depth technical support via the same tools. All members of the dedicated team had Upper-Intermediate (B2) level of English to support clients worldwide. We organized 4 shifts for convenient schedule of employees and continuous support 24/7. In order to arrange the working process with the US team, we included a coordinating manager that sorted tickets for the teams.
Technologies: IP telephony, Support tickets, 24/7 Support.
