Tiered technical support from password resets to complex product troubleshooting. Agents are trained on your stack and escalation paths, with knowledge base contribution kept part of the role.
Delivery model
L1, L2 and L3 tiers with defined escalation, product certification for agents, and knowledge base upkeep.
What we report on
- Resolution rate by tier
- Escalation rate
- Time to resolution
- CSAT
KPI frameworks describe what we track and report. Targets are set with you per engagement.
English and Filipino as standard, with Cebuano, Spanish, Mandarin, Japanese and Korean available depending on the program.