Our Award-Winning Technical Support Team

POS Highway offers award-winning 24/7 live Counterpoint technical support to our customers to address any issue and maintain a smooth operation. Our technicians are knowledgeable, organized, and detail oriented. They have a strong technical aptitude and the ability to troubleshoot problems quickly and accurately. They should also be patient and understanding with customers and be able to communicate complex technical information in a clear and concise manner.

A strong tech support team is essential for any company that relies on technology for their day- to-day operations. They can also help keep the company’s data secure, while providing support to clients who may need assistance in using the technology.

The 4 Levels of Tech Support

Depending on the needs of our clients, tech support can be provided using remote access, email, knowledge bases, or even over the phone.

As well as being available on a range of platforms, our well-structured tech support system will also be split into 4 distinct stages. These 4 stages include self-service, first line support, second line support and in urgent cases, a third line of support.

1. Self Service

The first stage in tech support is about enabling clients to self-serve and is managed through self-help wikis, FAQs. For many clients, this is a quick and easy alternative to contacting a help desk and waiting for a response.

Having a self-service level in place can resolve the most common queries and free up the first line of support for more in-depth and complex questions.

2. First Line of Support (Human Contact)

Unfortunately, FAQs and knowledge bases cannot answer everything. Sometimes, our clients need to speak to a human. First line of support concentrates on the most common questions. Our Tech support personnel at this level may have a basic to general understanding of the product or service but may not always contain the expertise required for solving complex issues. Nonetheless, the goal for this group is to handle 70-80% of the clients’ problems before finding it required to escalate the issue to a higher level.

3. Second Line of Support (Complex Issues)

At this stage, the issues are becoming more complex. This means that the 25-30% of tech support queries that couldn’t be handled in first line support end up here in the second line and are far more complicated. It requires staff with in-depth knowledge of the product to handle these support requests and provide technical guidance – and, the ability to talk to clients over the phone/email or to provide remote support to help them find a solution But sometimes, even these requests require even more expertise.

4. Third Line of Support (Custom Support)

Generally, by the time a user issue gets to the third level of tech support, it’s become so complex that it likely involves custom work to solve it. Our team provides efficient customization services as well.

Now, you can rely on our tech support team because:

Our team is knowledgeable and skilled in their respective areas. They have a deep understanding of the product, its features, and any potential issues that may arise.

Our clients expect fast responses when they encounter issues. Our technicians are prompt and efficient in addressing customer concerns.

Communication skills
Our techs can communicate technical information in a way that is easy for our clients to understand. They are able to explain complex technical concepts in simple terms.

Customers who contact tech support are often frustrated or anxious. Our techs can empathize with customers and understand their concerns.

Problem-solving skills
The techs have strong problem-solving skills and can troubleshoot issues quickly and effectively.

Continuous improvement
We always strive to improve their processes and customer satisfaction. Our team is proactive in identifying common issues and finding ways to prevent them from occurring in the future.

Contact POS Highway to learn more about Custom Support.

By POS Highway Staff | August 14th, 2023 | Point of Sale | 0 Comments

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