Web Hosting Talk : Web Hosting Main Forums : Running a Web Hosting Business : Outsourced Support Companies Whose Techs Speak Good English?

[ericabiz]

Hello all,

I'm currently researching support options for a budget hosting company I'm starting up (not Simpli.) Our budget guidelines show that we're in need of a per-ticket support system where we hire a company with 24-hour support and pay them per ticket closed. I'd like to completely outsource the first-level support and have them escalate to Simpli's techs if problems get to a point where we require the expertise of a level 2 or level 3 tech.

I have a few needs regarding this solution:

1) I'm very picky about grammar. Thus, I require a support team whose first language is English.
2) I'm looking for 24-hour support from a company that I can write one check to, not individuals. (I'm going to stick to hiring individuals as higher-level techs, but we're currently fully staffed at those levels.)

What support companies have you used that you would recommend? Remember, I'm looking for a company of at least 3-4 people that I can write one check to, not individuals. What support companies use English as their first language and have excellent grammar skills?

You can PM me with offers if you wish, but all offers must meet the guidelines stated above. WE ARE NOT HIRING INDIVIDUALS AT THIS TIME.

Thank you!

[uniquevisit]

My advise it to do a search for ads on WHT and see how they went writing their ads. Then when you speak to them(make you speak to them on an IM) it should give you a good idea.

-Matt

[Durriken]

Sooo... are you hiring individuals?

Just kidding. Good luck in your search, I still have not found an outsourced support service I like. I am thinking if you find one you like, let it be known in this thread so I can make use of them as well.

[ericabiz]

Originally posted by Durriken
Sooo... are you hiring individuals?

You wouldn't believe the resumes I already get via WHT PMs, AIM, and email. I don't need any more (especially since most of them only serve to show the resume writer's poor grasp of English. )

I still have not found an outsourced support service I like.

Well, I may end up having to create one myself. I'm hoping it doesn't get to that point, though.

[Alan - Vox]

http://www.touchsupport.com

I havent used them myself, but they use staff who are in the US so there first language is english.

[ericabiz]

Hey, thanks. I actually just called TouchSupport (I've been reading through other outsourced support threads here on WHT as well, and found them mentioned in one.) The rep there was incredibly friendly. They are based in my home state of Indiana, and they hire a lot of Purdue students, so that greatly appeals to me. It sounds like just what I've been looking for.

The only problem is that they don't yet support DirectAdmin, only cPanel (barf!) Since I refuse to give cPanel any more of my money, I'll need to wait for them to support DirectAdmin before I can choose them.

In the meantime, are there any other recommendations regarding outsourced support companies?

[JHServers]

Hello, I would reccomend Linux Network Care. www.linuxnetworkcare.com. They are quite good for and very affordable. They have about 5 techs but are based in canada. However all of them speak english with no problem and a few are from US.

[vantasticman7]

Thats a tall order. I was born in the US and I can't speak very well, and my speaking is better than my spelling. I won't be sending in my rezume.

[wb-Edgar]

Erica,

Try www.bobcares.com. Haven't had any services from them directly. But heard a good number of referrals from others.

[ericabiz]

Originally posted by RaineTech
Hello, I would reccomend Linux Network Care. www.linuxnetworkcare.com. They are quite good for and very affordable. They have about 5 techs but are based in canada. However all of them speak english with no problem and a few are from US.

Hmm... they appear to only offer server management services, not per-ticket support. Also, they sell reseller packages, which puts them in direct competition with my company.

[ericabiz]

Originally posted by wb-Edgar
Erica,

Try www.bobcares.com. Haven't had any services from them directly. But heard a good number of referrals from others.

I hear Bobcares works with techs from India. Nothing against Indian techs, but I need techs who speak English as their first language, and I would prefer to keep my money in the United States.

Are there any other recommendations?

[Ankit]

I believe ActSupport (http://www.actsupport.com) is based in Texas.

EDIT: Wait, they're based in the US, but they still use Indian techs. Sorry.

[Ankit]

Found one: http://www.tripodsupport.com

[Torith]

Originally posted by vantaticman7
Thats a tall order. I was born in the US and I can't speak very well, and my speaking is better than my spelling. I won't be sending in my rezume.

Well she knows what she want's, and what she want's is what she stated. I do not see it as a tall order I see it as a women with pride in her company, and she wants to give great support that speaks good English.

PS ~ if you find one please post it here so I can use them to.

[Joshua]

You may want to try AngelNetworkz.net's anonymous support services - http://angelnetworkz.net/hosting/ind...d=16&Itemid=35 . I've dealt with Donna and her team before for providing emergency support to my server customers, and they dealt with issues flawlessly (In fact, some of the most complicated issues happened during the total of 2.5 weeks that they've covered for me - The 2.5 weeks was spread over a few separate chunks of time). Tell her that Josh who used to work for MainArea sent you (I don't get a kickback, but she'll know who I am ).

-Josh