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.

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:

  • Qualified experts
  • Exceed user expectations
  • Elevate technical issue resolution
  • Solve talent-stream challenges

Shift-left culture

Decrease costs and time to resolve by using low-complexity resolution options including:

  • Email
  • Live chat
  • Self-service
  • Chatbot
  • Automated resolution

Book a meeting to get started

Speak to an expert to find out how Foundever technical support delivers an optimized user experience with efficient and effective resolution, every time.

Insights

Blog
Global impact sourcing: Supporting sustainable development in communities around the world 
Foundever™ has been awarded the IAOP® Global Impact Sourcing Award, a recognition for its long-term…
outsourcing
Blog
Why outsourcing is key to tech startup success
From ensuring that customer experience grows in line with the customer base to providing data-driven…
cultural diversity
Blog
Celebrating World Day for Cultural Diversity 
As a global company operating in 45 countries and 60 languages, Foundever™ is all about…
Blog
Why successful technology companies focus on customer effort
Monitoring and lowering the customer effort score is crucial to delivering the type of customer…
foundever hub cebu
Blog
Introducing our Foundever™ hub in Cebu
The first Foundever-branded hub has officially launched in in Cebu, Philippines, offering a great working…
Blog
Conversation at heART in Casablanca: Bringing color to communication
With the Conversation at heART initiative, Foundever integrates art into the workspace. In our hub…
Blog
7 ways to reduce customer escalations
Escalations of customer requests can be time-consuming and have a negative impact on your reputation….
|
Blog
How to do self-service the right way 
Today’s customers want answers fast and are willing to look for them themselves — almost…
Blog
Remote work in CX: Work from home or CX Everywhere?
As remote working is becoming commonplace, work models have to be reconsidered to meet the…
Blog
Using channels as a point of escalation 
Customers request relevant and quick solutions to their queries. Make sure you offer them the…