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 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, providing support over the phone, by live chat and email, so your customers can get assistance whenever they need it.

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 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.

Our Tier 2 technical support is staffed by senior agents and leads with deeper expertise and broader system knowledge to solve more advanced technical issues. This service gives your residential customers faster resolution for complex issues and reduces escalations that your team has to manage so they can focus on growing and maintaining your network. Tier 2 technical support helps you address growing, unpredictable call volumes without taxing your team or incurring excessive staffing costs.

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 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 via chat, web, or phone, let us diagnose and remotely connect to your customer’s devices to resolve virtually any technology issue.

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.