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Outstaffing Services for MONOBUNT
A Tier 2 Support Specialist was outstaffed by us to a digital marketing agency. We took on paperwork, administrative routine and retention processes to help the client stay focused on business operations.
Austria
Outstaffing
Tier 2 Support Specialist
Digital Marketing
HTML, CSS, CMS WordPress, PHP, JavaScript
About Company
MONOBUNT is a digital marketing agency that offers tailor-made solutions for e-commerce, UX design, search engine marketing (SEO + SEA), conversion rate optimization, and web analytics & tracking.
Request
MONOBUNT has been referred to us when they realized that their business needs have shifted. They needed to:
Get control of the Tier 2 Support Specialist’s workflow directly
Delegate administrative operations
Have paperwork and payrollhandled by a partner
Get a fixed fee every month
The demand of IT Support Specialist is projected to grow by 6-8% by 2030.
Solution
Why the outstaffing model is more fitting for the Client?
We take care of operational processes and retention.
The assigned Account Manager updates regularly with any changes and news on the progress.
We are in charge of the tech specialist’s retention.
Our L2 Support Specialist has a good knowledge of technologies, which ensures a streamlined and steady workflow in the team.
L1 Support
Level 1 or Tier 1 Support Specialist is responsible for handling simple issues: password resets, software installations, basic troubleshooting.
L2 Support
Level 2 Support takes care of more complex tasks: diagnosing and fixing complex system and network problems, in-depth troubleshooting of software and hardware issues.
L3 Support
The IT Support Specialist at this level handles technical incidents of a rare nature. They design solutions and solve the issues which other levels can’t handle.
Benefits
Direct Contact with a Talent Acquisition Specialist
The client was able to communicate directly with our point of contact for any questions and updates.
Frequent reports
Our Talent Acquisition team provided regular reports about the candidate pipeline for the client’s position.
Well-established recruiting process
With 13+ years of expertise, we have acquired our own recruiting techniques that allow us to attract top-level talent that match the client’s requirements.
Data-backed time-to-fill
Based on data and analytics, we successfully predicted time-to-fill for this position.
73% of our clients, who would like to outstaff Tech Support, require an L2 Support Specialist to cover their business needs.
CCO
“The Support Engineer provided by Outstaff Your Team works remotely, but he is an integral part of the team. Basically, I’ve got nothing to worry about in regard to the customer service proces.”
Result
Optimized workflow
Reduced the Project Managers’ workload due to augmenting the team with a dedicated tech support specialist.
Satisfied tech support engineer
We use different retention practices to keep track of our specialists’ well-being and motivation.
Enhanced customers’ experience
The Tier 2 Support Specialist outstaffed by us established effective communication between customers and the development team.
92% of our clients recommend Outstaff Your Team to their partners and friends.
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