Technical support

Delivering best-in-class global & multilingual IT service desk solutions

Look beyond traditional approaches to lower your IT service desk operating costs and enhance the user experience

Foundever technical support is an efficient, single-source solution that delivers best-in-class end-user support that your employees expect and rely on.

Be prepared to drive efficiencies with cost-saving initiatives delivered by highly trained, multilingual technical support agents located around the globe. Service specialties and focused resources create an IT service desk solution focused on using contact deflection and process automation to increase productivity and deliver customer experience excellence.

How it works

Innovative technical support model

A specialized team, comprised of a program manager, knowledge engineer and best practice analyst, focuses on delivering a solution that helps your organization’s users help themselves. It drives continuous improvement to enhance the customer experience using an insight-driven digital-first approach and IT Infrastructure Library (ITIL) best practices.

Incident management

Ensure accurate ticket recording, aging ticket management, real-time queue monitoring and escalation adherence along with educating users on self-service.

Request management

Provide service requests, account administration, onboarding and off boarding and authentication so you can focus on rigorous compliance.

Problem management

Proactive analysis identifies incidents for elimination or shift left as well as feedback loop to customer change management.

Knowledge management

Focus on knowledge centered services (KCS) methodology and improved knowledge base with every interaction.

CAPABILITIES

Experience the difference with Scalable, data-driven predictive support

Process automation and contact deflection

Drive cost-savings and faster resolution time by leveraging skilled agents via onshore, nearshore and offshore locations while delivering a shift-left culture by proactively deflecting calls from voice to digital channels.

Enhanced user experience

A robust knowledge management model coupled with proactive proposals, analytics and recommendations create a powerful technical support solution to deliver actionable insights on user behavior and best practices worldwide.

Scalability

Tech Academy, a premier technical talent, provides rapid, in-house training of new technical support agents to meet changes in customer demands and fluctuating business needs.

Analytics

Through analytics, we unlock your data to uncover insights that support an intuitive solution, deflecting simple tasks to self-service solutions, while more complex needs are routed to live support.

Foundever Tech Academy

A proprietary corporate university that focuses on creating technical talent across business functions including cloud, enterprise and software development: