Beracha focuses on providing knowledge-intensive support solutions that can be delivered remotely. We provide high quality, scalable and cost effective solutions for outsourcing the technical and IT help desk functions. From our service centers, the technology help desk group provides total support solutions for IT needs of organizations in the US and 110 +/- countries.
The support provided is comprehensive and covers all major operating systems and desktop applications that run the office environment. Our support services allow clients to reduce their support cost by between 35% and 70%.
Our staff is qualified with all necessary technical skills and certifications. They have gone through extensive training in the soft skills required for customer support. Beracha can provide your organization with shared support personnel or full-time dedicated support personnel. We work with every client to ensure that our CSRs match your needs. Our technical support service features include:
- 24 x 7 integrated support through the telephone, email, chat and Skype
- 3-Tiered Support System
- Tier I Support – Self Help & FAQs / 24 Hr. Response via e-mail available
- Tier II Support – Professional Help starts with triage and ends with satisfaction / < 4 Hr. Response times or Support is FREE
- Tier II Support Appointments – Schedule your support for when you need it from 6:00 am - 11:00 pm (Eastern)
- Tier III Emergency Support – For Business-Critical care that cannot wait / Instant Response
- Intelligent knowledgebase FAQs and solutions database used for information, communications and troubleshooting
- Service request management (case logging, prioritization, tracking, research, resolution or dispatch/escalation and follow-up of help desk cases)
- Escalations procedure management through voice, paging, e-mail and IM.
- Network Monitoring