Our Services

Tech Support

Every organization selling software, digital and products needs to provide an assured quality technical support capability to ensure the customers are able to use the products and services to the fullest.

A professional technical support will ensure customers of any product or services can resolve any of their queries, challenges or needs such as upgrade, accessories, technical glitches using expert help.

We at The Support Element offer multiple levels of trained support, tailor-made as per your organization's needs to cover various time-zones, language and skills to service your internal and external customers.

Tech Support Services

  • Level 0
    • Build and maintain self-help guides, collaterals for products and services that users can refer to online and offline and resolve their issues

  • Level 1 and Level 2
    • Answer customer queries
    • Resolve setting and configuration challenges
    • Lockouts and Password resets
    • Patch and Upgrades
    • Data fixes
    • Other customer needs that do not require product, service framework changes

  • Level 3
    • Issues that require a change, enhancement, new features to product or service to resolve or satisfy customer needs
    • Release Management to ensure the upgrades are being successfully rolled out to customers without any impact to usage. (minimal downtime)

Configuration and New setup

  • Setup and Configuration for a new product feature or market(geography) to ensure smooth onboarding and rollout
  • Resets involving configurations

Remote Resolution

Using the right tools, our technicians will take over your device (computer or phone) to provide quick resolution at your desk. The technicians are trained to identify, diagnose, and solve issues fast, ensure the customer can quickly get back to his productive work with minimal downtime.