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Where to Get On-Shore & Off-Shore Tech Support Reps

TECH support reps with headsetsSoftware and software-as-a-service products have been booming for the past 20 years. Anymore, it’s not just computers and cars that need software. It’s high-end coffee-makers, showers (really!), and the refrigerator. The Internet of Things (IoT) makes it so.

When these ubiquitous household devices need setting up and troubleshooting, chances are, the average American becomes incredibly FRUSTRATED. That’s when they get online with tech support.

IBISworld.com, the leading premiere business industry research website, has found that the tech support industry will grow “faster than the average for all occupation.” over the next ten years. The U.S. Bureau of Labor Statistics (BLS) concurs in its findings that computer/tech support specialist will increase 17% from through the year 2022. The U.S. Department of Labor also mentioned that the computer systems services industry is one of the economy’s “largest and fastest sources of employment growth.”[1]

If the proliferation of the Internet of Things doesn’t convince you, consider the software-as-a-service companies like DropBox, Sales Force, and Google Apps. Even Microsoft Office 365 now lives in the cloud. Downloading a $600 program will be replaced by a $20 monthly subscription that the provider hopes lasts three years or more. Where once, Photoshop and the graphic designers who used it cornered the market, today, consumers have turned to SaaS products like Canva and PicMonkey, much of which can be used for free. And yet . . . they can be confusing to a large portion of the population. U.S. based technical support services have no place to go but up.

The tech support company’s potential is most often hampered by capacity. After all, one forward-thinking entrepreneur can’t answer all the calls 24/7. Every tech support company needs a reliable workforce. Where then, can an American entrepreneur find the professionals who can help him or her competently guide consumers past their set-up instructions and general confusion? More, where can a technical support entrepreneur find people at a labor cost that will keep him or her in business.

Off-shore v. On-shore Technical Professionals

 To pay one-third or less for technical support staff, entrepreneurs must go overseas. Those who aren’t off-shore human resources specialists must depend on third parties who’ve become experts in these fields. A few include:

  • Info link– Provides resources and services for outsourcing technical product and IT support. 915-577-9466
  • Invensis Technologies– Provides outsourced contact center, help desk, IT outsourcing and business process outsourcing services globally. 302- 261-9036
  • J-Curve Technologies – Provides technical and operational callcenter outsourcing solutions. 602-792-6100
  • Nirix – Provides remote IT support, offsite data backup, on-site computer services, managed email hosting. 780-414-1556

Once these services provide you with candidates, you can vet them with you own list of questions. We suggest choosing from the following:

  • What makes you a superior technical support specialist?
  • How do you approach customer service?
  • How do you calm upset, frustrated customers?
  • What positive or negative feedback from a customer has made you a better tech support specialist?
  • What has been your best strategy when you don’t know the answer to a question?
  • How would you go about becoming a subject matter expert for your employer?
  • Scenario: “My software isn’t _________________. How would you help me fix it.”
child surprised after getting surprising tech support answer through computer

Happy embracing couple planning their home kitchen furnishing renovation. Sketch kitchen drawing.

A+ Rated First Financial Helps Tech Support Companies Stay in Business

Anymore, every business owner must be able to process credit and debit cards via the internet, particularly tech support.

If you’ve learned that banks consider your tech support business to be high-risk, you may have to consider alternative merchant services providers to make monthly payments possible. With lower marketing costs and overhead, reliable internet merchant services providers provide all the traditional bank safety at reasonable rates.

Aware that categorization as high-risk can be arbitrary, First Financial specializes in these cutting-edge, often new, industries. The computer hardware industry was once considered high-risk because banks considered PCs and Macs unproven. Now every family has one or more for each member! Apply for our tech support merchant services today here!

[1] Bureau of Labor Statistics, U.S. Department of Labor, Occupational Outlook Handbook, 2016-17 Edition, Computer Support Specialists, on the Internet at http://www.bls.gov/ooh/computer-and-information-technology/computer-support-specialists.htm

 

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