Our Services - Education

Technology is vital to America’s education system. That’s why it is so essential to keep students and educators connected. With Tech Support America’s help desk services, you can make sure that your campus is supported 24/7 by qualified technical support analysts. And since our philosophy is to inSOURCE America, our service is 100% domestic, so you can be confident that you are helping to keep jobs in the American economy.

Help Desk Service Excellence

Tech Support America analysts greet every caller quickly, professionally, and with customer service skills that will make your students and faculty feel comfortable throughout the call. The call process includes:

• Gathering relevant information
• Performing basic trouble-shooting and triage
• Answering basic how-to questions.

Our analysts will work to resolve your students’ and faculty’s internet connectivity issues using industry standard tools and resources, including:

• Reference guides
• FAQs
• Online knowledge bases
• Remote control of users’ computers

In the event that the issue cannot be resolved, analysts will follow a predetermined escalation path that will be established prior to launch.

Service Level Expectations

Tech Support America maintains high standards of service. With our help desk services, you can expect:

• Fast and efficient service, with an average call answer rate of 45 seconds and 80 percent of calls answered in less than 40 seconds
• A low abandoned call rate with no less than 94 percent of calls being answered (excluding calls abandoned by the customer after less than 30 seconds)
• A high first-call resolution rate with 80 percent of calls resolved at the initial contact point