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Managed services

Support Services

Whether you are 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. We have built our support teams by hiring the kind of people you would want to hire yourself, and then provide them with the tools and ongoing training to be successful. We serve as an extension of your office with our white label service, providing 24x7x365 support over the phone, by live chat and email, so your customers can get assistance whenever they need it. 

Our white-labeled support is staffed with friendly and knowledgeable agents that have access to extensive tools and receive ongoing training. We serve as an extension of your office 24x7x365, providing support over the phone, by live chat and email, so your customers can get assistance whenever they need it.


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. Friendly and experienced NRTC technicians, efficient processes, and state-of-the-art technology and tools 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 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. Our U.S.-based technical support team is available via phone and chat to 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 24×7 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. Our U.S.-based technical support team is available via phone and chat and 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 service 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. 

Insights

Keep Track of Every State’s Broadband and Smart Grid Funding Programs

Keeping track of all of the various broadband funding programs available across the country can be a challenge. That’s why NRTC introduced our interactive funding map to help our members follow the many new government funding programs aimed improving communications in rural America.

Resources

The Latest Managed Services News

The Broadband Map is Out; Let the Challenges Begin

After years of public dissatisfaction with FCC broadband availability maps based on census block data, the FCC today unveiled more granular maps with door-to-door data. But all admit this first-draft map is flawed. The FCC will spend the next several months accepting challenges to the map’s data to make it adequate for broadband support programs.

With Recent Funding, “No Excuse” for Lack of Rural Broadband Coverage

Featured guest speakers, including Senators Jerry Moran (R-KS) and Mark Warner (D-VA), discussed the current levels of funding for broadband projects and what additional federal broadband assistance to expect in the future during USTelecom’s online Broadband Investment Forum.
Funding Alert

FEMA Building Resilient Infrastructure and Communities

FundingFEMA Building Resilient Infrastructure and Communities Related resources

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