Customer support administration

What this service covers

First-line email and ticket handling, response drafting, escalation routing, and helpdesk queue management within agreed service levels.

Administrative handling of your inbound support queue, within agreed service levels.

Included

• First-line email and ticket triage
• Response drafting from your approved templates
• Escalation routing
• CRM and helpdesk record updating
• SLA monitoring
• Queue reporting

How this engagement runs

Every TechLexiq engagement, retained or fixed-scope, follows the same five stages.

1. 01 Scoping callWe establish exactly what work you need covered, at what volume, and to what deadline. Typically 30 to 45 minutes.
2. 02 Written proposalYou receive a scope document setting out the tasks we will cover, what sits outside scope, turnaround times, and the fixed fee. No work begins before you accept it.
3. 03 Onboarding and handoverWe document your existing process, agree system access on a least-privilege basis, and set up reporting lines. We work inside your tools and to your procedures.
4. 04 Delivery and reportingWork is delivered against the agreed schedule. You receive a written summary of completed work and outstanding items every week.
5. 05 ReviewRetained engagements are reviewed every quarter so scope and fee can be adjusted as your volumes change.