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Support Services

We Take Care of Your Customers Like You Would Yourself

Whether you’re looking to supplement your technical support and customer service, expand it to non-peak hours, or completely outsource it—our highly-trained, U.S. based call center agents will take care of your customers as you would. That’s because we built our support teams by hiring the kind of people you’d want to hire yourself. You even decide how the support experience is branded. We’re like an extension of your own offices, providing support over the phone, by live chat and email, so your customers can interact with us however they prefer.

Technical Support

Our highly skilled technicians go through rigorous training when they first come on board, and then they receive ongoing training sessions to reinforce and enhance their skillset. Our technical support help desk is staffed 24x7x365 to provide help when your customers need it. Well-trained NRTC technicians, efficient processes, and state-of-the-art technology ensure your customers will get the support they need quickly, increasing their satisfaction while reducing your truck rolls. Robust reporting and transparency are hallmarks of our offering, so you can expect to access all of the information about your customer’s calls, including real-time wallboards with live call info, average hold times, call topics and resolution percentage. Satisfaction data is available as soon as a call is resolved and your customer completes the survey.


Premium Technical Support

TotalTech Premium Support: Our support subscription service provides your residential customers with a quick fix for traditional “out-of-scope” issues so that they can enjoy their technology. Via toll-free phone and chat our U.S.-based technical support team will diagnose the issue and remotely connect to your customers’ devices to resolve virtually any technology issue. Whether your customer needs to set up a new computer, have a virus removed or just get their technology to work as it was intended, our team is always available to provide support.

TotalTech Professional Support: Whether it is an issue sharing files, difficulties with wireless network configurations or a computer tune-up your business customers will find relief from numerous office technology problems with TotalTech Professional Support. Available as a monthly subscription, this support provides your business customers with a quick fix for tech issues so they can focus on the job at hand.

On-demand Premium Tech Support: This 24x7 service provides your residential and business customers with the option to pay for on-demand, or one-time fixes, for traditional “out-of-scope” issues so that they can get support for their technology whenever they need it. Via toll-free phone and chat our U.S.-based technical support team will provide a free diagnosis and remotely connect to your customers’ devices to resolve virtually any technology issue. Whether your customer needs to set up a new computer, have a virus removed or just get their technology to work as it was intended, our team is always available to provide support.

With friendly, U.S.-based technicians available 24x7x365 via chat, web or phone, let us diagnose and remotely connect to your customer’s devices to resolve virtually any technology issue.


Customer Service (CSR/MSR)

We have a team of Customer Service specialists that have been trained to handle traditional service availability and account-based inquiries. Our team is also well versed in handling outbound calling campaigns related to sales, education and customer satisfaction campaigns. This branded offering is an extension of your business and allows you to expand hours of coverage and handle more projects. Our team of CSRs provide you with a reliable, scalable and skilled solution that helps supplement your staff, expand hours of coverage, or provide assistance with lead generation and other projects.

Learn more about our solutions