Profile

Our technical support offerings include round-the-clock technical support and problem resolution for OEM customers and computer hardware, software, peripherals and Internet infrastructure manufacturing companies. These include installation and product support, up & running support, troubleshooting and Usage support. Examples of this service include customers calling to resolve a problem with their home PC, customers calling to understand how to dial up to their ISP, customers calling with a problem with their software or hardware.

We are a competent and ever increasing outsourcing technical support provider. From start-ups to non-profits, books to accounting software, we work with clients who understand their core competencies and want to outsource their tech support operations. When you hire us we integrate seamlessly as part of your team and treat your clients exactly the way you want them treated, with nothing but excellence.

The technical support outsourcing industry is growing rapidly. As a result, many companies and non-profits are engaging with us to provide high quality and diverse technology execution. Behind all of our operations our Tech Support Services, you can be certain you are getting a reliable partner who will put agents on the telephone and answering your email that you will be proud serves you and your infrastructure. We hire only the best people after a rigorous screening and then put them to work for you.

We also know that when you are outsourcing technical support, you want to avoid being lost in a crowd of clients in a huge call center with high turnover. That is why we have remained a small boutique call center, serving only the best. From 2 to 200 calls per day, if you want the best solution for outsourced technical support, look no further.

By navigating through this site and liaising with our consultants you will find information to help you navigate the world of call centers and outsourcing technical support. We hope this helps you insure that as you select a provider you are always comparing apples to apples. In addition, you will find a great deal of information on our company and how we provide outsourced technical support and a whole host of specialised services.

Customer & Operations Perspective

When your customers have a problem, the most important thing is getting it solved, quickly. Customers that are helped promptly and effectively remember that your company was there for them. And sometimes, that's the difference between the next sale going to you or the competition.

You want someone to answer your phone quickly and courteously. You want your tech support rep to be knowledgeable, and solve problems confidently and professionally. You don't want a "technician" on the phone whose only interest is in technical "stuff." You also don’t want your customer’s questions passed around because no one knows the answer! You want someone who cares about your customers, and who lets your customers know that you care about them. Your customers may be world-class engineers, teachers, architects, or college professors, but they are not experts in computers. That is where iSource and its staff of professionals come in.

iSource is a services company specialised in facilitating effective, efficient and economical outsourcing of technological and human resources. iSource is especially highly acclaimed for efficiently sub managing and submerging human processes together with technological processes and thus able to bring down resourcing costs whilst maintaining a high level of service as per any SLA. Our job is to help you and your customers resolve their problems quickly, professionally and measuring often to always increase our standards.

In outsourcing it pays for iSource to take control and manage your technical services, after all its your priority and scope to lead your organisation. iSource likes to assume architecture and services control performing the aspects of business lag to support ones organisation.

The Value

• Avoidance of unnecessary expense and problems of doing technical support
• Specialist and competent service
• Shared and divested sourcing costs
• Flexibility
• Transfer of Best Known Practices and our companies services!

We adapt and structure our technical support services to meet your needs, acting in your interests as if we were your own internal department. Several mechanisms of technical support exist ranging from mediums such as:

• On-Site/ On-Call
• Telephone
• eMail/ Fax
• Web-Based
• Combination

All of our offerings can be customized to meet your needs. Try a combination solution serving your customer's needs round-the-clock with telephone and web-based services.

Telephone Support Services

If you want to win the hearts, minds and revenue of your customers, you need to make them feel important. Putting "high touch" and "high tech" together is a powerful combination that will do just that.

Will your customer feel important if their call goes to a typical call center, with its call queues and its menus to navigate?

Email & Fax Support Services

If your budget won't permit live telephone support, the next best thing is our e-mail/fax support service. We provide you with an e-mail address in our domain and a telephone fax number. This is an inexpensive service, because there is no live telephone support. It's great for low-budget products or when you have minimal tech support needs. We charge by the "incident", with a minimum fee for the next two quarters (six months).

Because you make only a six-month commitment, it's also good for promotional software or software with a very short shelf life. Your customers can reach us via e-mail or fax. Our maximum response time is 24 hours during the week, but we usually respond to your customers within a few hours.

Web Based Support Services

Our web-based services are designed primarily to complement your telephone and e-mail/fax-based support services. Outside of normal working hours, customers need somewhere to turn to when they need help. For these needs, nothing beats web-based support. If your customers are comfortable with computers, they will prefer going to a website at their convenience and finding the solution themselves instead of being faced with a first level technician who often knows less about the products than they do.