Multi-Tiered Services

Our multi-tiered technical support solutions ensure you and your customers are getting the best possible experience.

Advancements in technology often add a level of complexity to your customers’ needs. Aureon Contact Center offers robust and customized multi-tiered technical support solutions to best meet your brand’s customer experience. Our support ensures your customers can get back to enjoying the benefits of innovation and your team can focus on what they do best.

Aureon offers three tiers of service ranging from handling standard issues in a shared environment to working on very difficult issues in a dedicated environment. We support a variety of network and software systems. However complex your technology, Aureon provides the agents with the skill sets to meet your technical support needs. 

Three Tiers of Technical Support

  • Tier 1 — Technical support agents use proven processes to handle standard technical issues. 
  • Tier 2 — Technical support agents handle escalated and/or complex issues using more sophisticated troubleshooting.
  • Tier 3 - Highly skilled technical support agents handle your most difficult and large-scale issues, including big impact enterprise issues.

At Aureon, we understand that every interaction has an impact on the way customers perceive your brand. Our training programs are customized to your unique applications. We work with you to provide the best technical care by learning and understanding your brand’s unique voice and offerings. This ensures we deliver genuine brand experiences with the same passion and expertise as your own team. 

During the onboarding process, we collaborate with your team to understand the nuances of your business and its unique needs. Our agents are carefully selected based on behavior, education, experience, skills, and a desire to help others. We will make sure you have the agents you need to deliver genuine, excellent customer service for every interaction.

Reliable Data

We offer insight into your customers' technical challenges. For every tier of service, when your customers contact us, each interaction is captured in our omnichannel platform. This data is used to build specific reporting, identify trends, and assess the performance of your product. 

Whether you’re trying to decide what new features to add to your product or monitoring performance issues, we provide a clear understanding of what your customers want. We take the time to learn and understand your business in order to develop streamlined processes that increase consistency, accuracy, and productivity while delivering an unparalleled customer experience.  

Technical Support Offerings

We support a variety of services including:

  • Triage Service
  • Point of Sale (POS) Support
  • Kiosk 
  • Bug Tracking with Apps
  • Hardware Troubleshooting
  • iOS App Support
  • Android App Support
  • Remote Onsite Support
  • Mobile Communication Support
  • Wireless 
  • Internet of Things (IoT)
  • Remote Monitoring Hardware