APAC Tech Center

APAC TECH CENTER - Overview

The APAC Tech Support Center is a dedicated hub operating from Bangalore, India providing comprehensive Level 1 (L1) for multiple product verticals and Level 2 (L2, QM & WFM) technical support services across the Asia-Pacific (APAC) region. Strategically positioned to align with regional time zones and business needs, the center ensures seamless, round-the-clock support for a diverse and dynamic client base.

Key Functions: 

  • L1 Support (Front line warriors):

    • Acts as the initial point of contact for all technical queries.

    • Handles basic troubleshooting, incident logging, and service requests.

    • Provides support via multiple channels including phone, email, and chat.

    • Escalates complex issues to L2 or specialized teams as needed.

    • Ensures timely resolution and communication with stakeholders

  • L2 Support (Advance Team):

    • Manages more complex technical issues that require deeper investigation.

    • Performs root cause analysis, system diagnostics, and advanced troubleshooting.

    • Escalates complex issues & collaborates with engineering and product teams to resolve persistent or critical incidents.

    • Ensures timely resolution and communication with stakeholders

Coverage & Capabilities:

  • Regional Focus: Tailored support for countries across APAC, including Australia, New Zealand, ASEAN, Russia, Turkey, JAPAN etc.

  • 24/5 Operations: Ensures uninterrupted service availability, including weekends and holidays.

  • Knowledge Management: Maintains a robust knowledge base to drive faster resolution and continuous improvement.

Benefits:

  • Enhanced customer satisfaction through prompt and effective issue resolution.

  • Reduced downtime and improved operational efficiency.

  • Scalable support model adaptable to business growth and seasonal demand.

 

APAC Tech Center