Concentrix – Technical Support Pyramid
“Pay for Support” revenue sharing model
• Out-of-warranty/scope support • Remote desktop support
• Automated PC/network configuration • Guaranteed resolution
Advanced product support • Engineering-level assistance
• In-depth analysis of problem resolution • Additional training levels
Technical escalation resolution • Root cause analysis platform
• Process and procedure specialization • Administrative-level support
• Remote assistance • Vertical-specific support
1st line customer contact • Warranty and entitlement
verification • Presales support and product support •
Gather customer information • Determine issue and
provide resolution
Access to self-help tools including
• Knowledge base information • FAQs
• How-to’s • Product specs