24/7 software support: Software configuration, implementation and global support

The Project

The goal is to have SQL specialists for handling tier 1 and tier 2 technical queries from users all over the globe.

The Requirement / The Challenge
The client is expanding internationally and needs additional staff to do high-level technical support that includes configuration and testing of their own code and should cover different time zones catering to different geographies.

The Solution
A dedicated team was set up in Manila by Eastvantage for software configuration, implementation, and end-user support. Our team leads regularly liaises with the client on reporting, monitoring the KPIs, web development, maintenance and implementation of projects.

Currently, we have a team of support technicians and software specialists that runs the:

  • 24/7 enterprise support to help end-users in updates and rollout inquiries
  • 24/7 delivery team for working on the software implementation
  • web development and maintenance for the client

Tools: ASP.NET, C#, MS SQL, Zendesk, Jira, Visio

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