EMS Technical Support Services
EMS is a recognized technical support outsourcing leader. We have the experience and professional staff for
you no matter if your product is a mobile device, a computer or any other piece of cutting edge technology.
And EMS operates 24 hours a day so your customers can receive the assistance they need, exactly when they
want it.
From troubleshooting to technical support, EMS provides a broad range of technical support and help desk
services. Our Tier I, II, and III technical support agents have a level of customer service exceeding
expectations. This ensures your customers get their technology questions answered while still receiving top
notch customer service. The majority of our technical support agents are certified, have a degree or are
working towards a degree.
Some of the technical support areas we excel in are:
Tier I technical support is the initial support level handling basic customer issues. The first step is to
gather information, evaluate the symptoms and determine a solution. General examples of Tier I technical support
include: resolving username/password issues, explaining product features and capabilities, confirming
hardware/software setup, and uninstalling and reinstalling general applications. EMS provides Tier I technical
support for numerous clients today and we are ready to provide yours.
Tier II technical support agents are generally more knowledgeable and experienced on a specific product or
service. These agents handle escalated calls from the Tier I agents. They review what attempts have already
been completed to help find the correct solution. General examples of Tier II technical support include:
software repair, diagnostic testing, replacing motherboards, and any other issue escalated from Tier I.
EMS visualizes our support as a partnership with each of our clients. This enables our technical support
agents to become vested in your product and provide superior Tier II technical support.
Tier III technical support is generally the highest level of support before escalations moves to the hardware or
software vendor. Tier III technical support agents are experts on the product/service and handle advanced issues.
They review the solutions already attempted and examine the case in depth to determine if the proper solution was
simply not discovered, a more complex or unique solution is required, or if this might be a new issue needing to
be brought up the manufacturer.
Help desk support can be offered via telephone, email, or your website. A help desk provides internal users a
place to call with their issues. The help desk may handle the issues or utilize a tracking system to manage
the issues. Getting your employees' technical issues resolved in a timely manner is an important piece to
increasing their productivity. Every company has a different structure and a different need for help desk
support. EMS is able to successfully align our help desk support services with any company.
Technical support agents handle the issues which may arise with your product or service. Who better to manage a
knowledge base than the team who sees the issues or problems with repetitive calls? As an issue arises and is solved,
it is documented and the team of technical support agents can manage your knowledge base or collect all the information
to pass along to your business. Keeping and maintaining a knowledge base allows your customers a quick place to go to
try to solve the issue on their own. This also helps reduce costs as each issue successfully solved on its own is one
less phone call for support and one more satisfied customer.
Looking for superior internal or external technical support?
Let the EMS technical support experts work for you. Contact us today.
