Comprehensive, Scalable, and Reliable Technical Support
When your customers need assistance, they expect fast, accurate, and first-contact resolution. Whether you’re a national backbone provider or a local service provider, InSite delivers expert 24/7/365 or after-hours-only support tailored to your needs.
If your team includes one or more technicians handling internet support, outsourcing these services through InSite can significantly enhance efficiency and reduce costs.
Industry-Leading Support for Internet Services
InSite continuously enhances its proprietary, web-based help desk platform to optimize efficiency and service performance. Our multi-tiered support system covers technical assistance and basic customer service, including:
- Troubleshooting
- New customer sign-ups
- Information inquiries
- Client application message relay
Support for All Major Devices, Operating Systems & Applications
We provide expert support across a broad range of platforms, including:
- Devices: PCs, Macs, smartphones, tablets, smart TVs
- Operating Systems: Windows, macOS, iOS, Android
- Software: Major web browsers, email clients, utilities, and select web development tools
Fully Customized Technical Support Solutions
We tailor our support to meet your specific service needs, including:
- Internet & Network Services
- Wireless
- Fiber-to-the-Home (FTTH)
- DSL
- Cable
- Multi-Dwelling Units (MDUs)
- IPTV
- Voice & Communications
- Phone
- VoIP
- In-home networking
- Installer support
- Additional Services
- Outage notification & escalation for electric utilities and telecom providers
- 24/7 equipment monitoring, including circuits, routers, servers, access points (AP), and towers
- PCI & CPNI-compliant processing for secure payments and new customer sign-ups
Flexible & Cost-Effective Pricing
We offer customizable pricing structures, including per-minute billing or a flat monthly rate per subscriber, ensuring a solution that fits your budget.
Advanced, Tiered Support Structure
To maximize resolution efficiency and reduce unnecessary truck rolls, we implement a tiered support model:
- First-Level Support: Immediate troubleshooting and resolution
- Second-Level Support: Escalation to experienced technicians, selected based on expertise, training, and test performance, with deep knowledge of client protocols and advanced troubleshooting techniques
Partner with InSite for seamless, expert-driven technical support that enhances customer satisfaction while reducing operational costs.
