Touch Support was established in 2003, as an incredibly small operation, interviewing our first employee at his home and leveraging our existing industry contacts to provide our ‘start-up’ capital in the form of support contracts. Since then, we have grown to almost 200 employees across several offices in the United States and Europe. Our European offices are opened under Hands on Server Support d.o.o. as our international brand.
Our core business is providing enterprise IT services or providing IT support through branded, white-labeled BPO (Business Process Outsourcing) partnership with different companies in various industries. Our unique approach in applying BPO methodology, onboarding and executing customized support solutions enables us and our team to fit any business and provide exceptional support. Success of our team allows the success of our clients and extraordinary customer experience of their end users.
After the initial training, onboarding and practicing (i.e. exercising mock calls or working on test servers), you will start working on support tasks specific to assigned department. Support tasks may include covering issues reported to us by chat, phone or tickets. Expected level of performance on your end (your scope of support) is defined through our extensive documentation. In case you come across issues that seem too difficult for you to handle, you can rely on our knowledge base or you can ask shift leads, team leads and the team for help. You will be encouraged to use your downtime to improve your skills or help other colleagues.
Our departments are organized as shared support or dedicated support departments, meaning you might work as a support technician for end-users of just one client (dedicated support) or work as a support technician for end-users of multiple different companies (shared support). Working in either support model has its advantages, with either career path you will be able to get exposure to various challenges and a dynamic daily workflow.
Your technical skills will be improved by exposure to:
Your non-technical skills will improve in the following non-technical areas:
Customer service, interpersonal skills, multitasking, business English fluency, and teamwork
We are trying to stress the importance of features such as personality or motivation throughout our selection process. There are a lot of ways you can present your character - take the time to write an application in accordance with the vacancy requirements. We take genuine interest in your application - it says who you are, why you want to work in Touch Support and how we fit in your career plans. At the Interview stage, good preparation is a job half done - inform yourself about the company and the position, and prepare questions for us if you have them! We like open communication, it is important for us that we are the right fit for the candidate as well, not just the other way around!
And once you get the good news - be curious, learn from others and help others learn from you. We will provide the tools, mentoring and help in every step of the way but it is up to you to roll up your sleeves and engage in your everyday tasks and challenges. Be ready to work hard and to take advantage of the resources at hand.
To get first-hand insights into hiring and working with Touch Support please visit: https://www.touchsupport.com/how-we-hire-and-why-we-hire/