Excellence in customer service is what differentiates a world-class organisation from those that struggle to grow. Often, small and mid-scale businesses, face this challenge.
Is there a solution?
Having a service dedicated service desk that offers multi-level support is a solution that works well. However, in the past few years, the unavailability of local talent and increased demand has pushed the cost of local talent beyond the roof.
An IT outsourcing services provider – Virtual Team – finds the right talent from offshore locations in India and builds your team. It works like an extension of your on-shore team, but the cost is reduced significantly – up to 70 percent. We have enabled Australian businesses across different industries to shape the customer experience and grow. Here is how it works.
It Begins with the Identification of Skill Gaps / Vacant Roles
Every business follows some sort of process – set of repetitive tasks – that the customer support team performs to resolve the issues. The support roles that form a service desk are usually L1/L2/L3 Support. Here are some example roles –
Example1: L1 Service Engineer
It is the first level of support that is provided over email, chat, or phone. This person will take care of basic service and directs the call to L2/L3 support level if there are complicated issues.
Skills that make for this role:
- Fluency in English
- Customer Service
- Good knowledge of Office 365 and Windows 10 operating systems
- Understanding of hardware configurations, network troubleshooting
- Cloud certification
A L1 Service Engineer provides the basic support. However, if it’s complicated in nature, it is escalated to L2/L3 Support
Example2: L2 Service Engineer
The person in this role manages the escalated tickets from L1. He also mentors and trains L1 technicians. He manages the SLAs by keeping a close eye on ticket queues and statuses.
- Skills Possessed by a L2 Engineer
- Troubleshooting data networks
- IP Addressing and subletting
- DNS
- Managing routers and switches etc.
The L2 service engineer raises tickets for L3 for the complicated issues to meet the SLAs.
Example3: L3 Service Engineer
His primary responsibility is to manage the escalated tickets and provide a satisfactory resolution as per the SLA. Besides soft and customer service skills, he possesses strong technical skills and provides resolution to the tickets raised by L2.
Skills of an L3 Service Engineer
- Customer Service
- Strong technical skills – managed service, networking, MS Server, etc.
- Windows Server
- VPN, LAN, Remote Access, Switch, and Router
The ultimate responsibility of rendering service that meets SLA with L3
The specific responsibilities & skill requirements may vary for these roles in your business. However, if any of the roles remains vacant, it creates a skill gap affecting the customer service level. As Australia’s offshoring expert, we identify the skill-gaps in your business operation and prepare a job description for the role.
Then We Scout the Right Offshore Talent to Fill the Gaps
73 per cent of Australian businesses expect a shortage of skills in the year 2022. For many businesses, it could mean lower productivity and affected business operations.
When you hire Virtual Team – the leading managed it support outsourcing company in Australia – we help you overcome any skill shortage with offshore talent from India. Once the need for specific roles is established, we interview candidates and shortlist the right ones for your go-ahead.
Those candidates that you select eventually become part of your extended team. Your offshore team works dedicated for your business during Australian business hours as any on-shore employee.
Bring Significant Cost Savings with Minimal Compliance
When an Australian employer hires a full-time dedicated employee, it has to meet the obligations and payroll compliance. For small businesses that are struggling to grow, it’s a burden.
However, things are different when you hire offshore candidates from Virtual Team. There is no payroll compliance to be met. Moreover, you should expect cost – savings of up to 70 percent. You will soon start realizing the benefit of cloud computing for your business and its impact on customer service levels.
Virtual Team – Trusted Offshore Partner for Managed IT Support Services
We have been in this industry for the past several years now, and Australian businesses rely on us to improve profitability and fill any void in their operations. We have screened hundreds of candidates and those selected are working successfully across different industry verticals.
They aren’t any different from an on-shore employee when it comes to working. Every business has its own parameters to measure the success of its operations. Your offshore team works to deliver results to them, and you can even measure their performance with various indicators.
At Virtual Team, we deliver complete offshoring solutions to various industry verticals. We work as your offshoring partner and stand firmly behind your business initiatives to build a low-cost offshore team.
Rely on us to fuel your business operations with the right offshore talent.
Talk to one of our Offshoring Consultants and find out more.
Call – + +61 4 0555 0999 | Email - rohit.sahdev@virtualteam.net.au.
