Helpdesk Support




Read more about the role

Helpdesk Support


Are you looking for dedicated helpdesk support officers who will monitor and take ownership of your customer's experience?

Change Fox will step you through our five step offshoring process to define your requirement, design your processes, match you to appropriate suppliers, guide your recruitment and then manage and grow your team into the future.

ROLE STATISTICS

Customer / Supplier Exposure

80% of the role is customer exposed

English Proficiency Requirement

75% Difficulty

Internal Communications

70% Difficulty

Talent Availability

75% Difficulty

Domain Knowledge Requirement

75% Difficulty

Ease of Measurement

80% Difficulty
Mouseover the statistic for more information

Overview

An offshored helpdesk support resource will be able to do the majority of tasks conducted by internal resources in relation to providing all levels of support to your customers. The higher the level of support required though, the more focus on delivering training, documentation and repeatable processes to the team.

Specific responsibilities would be identified as part of the recruitment of your new staff member as well as any certification requirements.

Why Offshore This Function?

  • Your organisation has and is growing and the day-to-day support requirements have become a burden to local staff (especially at Level 1 and 2 support functions)
  • You are using high-value technical resources for day-to-day customer support
  • Internal promotion or turnover has created resource capacity issues

Top 5 Responsibilities

  • Monitor and administer ticket management system and other support channels (phone, email and/or livechat)
  • Log tickets according to correct priority and severity
  • Update customers on the progress of ticket resolutions
  • Respond and resolve tickets within service level agreements
  • Escalate tickets appropriately based on type, severity and priority

 


 



Let's Talk


We’ll ask you about your business and see if we can help you build your offshored team faster and more cost effectively.

Level 3 East, 50 Grenfell St,
ADELAIDE, SA, 5000

+61 8 7200 0369