Product support desk operations
₹ 20,000/HourService Type: Multi Function
Engagement Model: Dedicated Team
Maayan Technologies delivers end-to-end Product Support Desk Operations as a managed service to help businesses run stable, scalable, and SLA-driven product support without building internal infrastructure. We take ownership of the complete product support function process setup, staffing, shift planning, training, ticket handling, troubleshooting, escalations, QA monitoring, reporting, and continuous improvement so your customers get consistent support and faster resolutions.
Our operations provide L1/L2 product support for software, hardware, and service products, covering setup/onboarding assistance, installation configuration guidance, how-to and feature queries, usage troubleshooting, incident logging, bug triage/reporting support, service request handling, warranty/AMC coordination support (optional), returns/refunds coordination (optional), knowledge base and FAQ updates, and L3 escalation coordination with your engineering/product teams. Every interaction is tracked in CRM/helpdesk systems with clean documentation and closure governance.
Maayan Technologies delivers multi-channel support through voice, email, chat, WhatsApp (optional), and ticketing portals, integrating with platforms such as Zendesk, Freshdesk, Zoho Desk, Salesforce Service Cloud, ServiceNow, Jira Service Management or custom tools. With KPI dashboards and MIS reporting, you gain visibility into First Response Time, FCR, MTTR, AHT, backlog, reopen rate, escalation rate, SLA compliance, and CSAT/NPS (if enabled). Optional 24x7 coverage and multilingual support are available for global users.
Key Highlights
End-to-End Managed Product Support Desk Operations (L1/L2 + Escalations)
Staffing + Shift Planning + Queue/Backlog Control
SOP/KB + Templates + Documentation Standards
QA Monitoring, Coaching Continuous Improvement
KPI Dashboards + Daily/Weekly MIS Reporting
Scalable Teams + Optional 24x7 + Multilingual Support
Service Type: Product Support Desk Operations (End-to-End Managed Service) Operations Scope: Staffing, Shift Planning, Ticket Handling, Troubleshooting, Service Requests, Escalations (L2/L3), QA Monitoring, Reporting, Continuous Improvement Support Level: L1 / L2 (L3 Escalation Coordination Optional) Channels: Voice / Email / Chat / WhatsApp (Optional) / Ticketing Portal Support Coverage: Setup/Onboarding, Installation/Configuration, How-to Guidance, Feature Queries, Usage Troubleshooting, Bug Triage/Reporting, Incident Logging, Service Requests, Warranty/AMC Coordination (Optional), Returns/Refunds Coordination (Optional), Knowledge Base Updates Shift Coverage: 8x5 / 12x6 / 24x7 (As Per Contract) Customer Type: B2B / B2C / D2C / SaaS / Enterprise (As Required) Languages Supported: English, Hindi, Tamil + Regional Languages (On Request)
Tools/Platforms: Zendesk / Freshdesk / Zoho Desk / Salesforce Service Cloud / ServiceNow / Jira Service Management (Client Tools or Provided) Quality Framework: QA Scorecards + Ticket Audits + Call/Chat Monitoring + Coaching + Compliance Checks + RCA Reporting: First Response Time, SLA Compliance, FCR, MTTR, AHT, Backlog, Reopen Rate, Escalation Rate, CSAT/NPS (If Enabled), Productivity MIS SLA: Yes (Response/Resolution Targets + Escalation Matrix) Security Compliance: NDA + Role-Based Access + Data Handling SOPs + Audit Trails + Call Recording (Optional)