About Us
Support Services Group (S2G) was founded in 1998 and has provided technical support, customer service and reverse logistics to the high technology and consumer electronics markets for over 9 years.

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Repair Technicians
All S2G repair technicians must complete the appropriate level of training necessary for the repair process they are to perform. In addition, every S2G repair technician completes an A+ certification course within 90 days of hire. For quality assurance purposes, an A+ Certified technician must supervise all repairs performed by technicians pursuing certification

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S2G offers partners any combination of the solution options outlined below to deliver support requirements.

1. Level I-ll Inbound and Outbound Phone Support
Utilize S2G's experience with developing, implementing and managing highly-customized customer care programs for major technology manufacturers and service providers. Level I and II agents have the knowledge and skills to provide pre-sale and post-sale customer services, as well as program information and data collection services, which is typically 95% of a company's support volume.

2. Level I-ll Email or Web Chat Support
Maximize agent utilization, which reduces overall support costs by resolving basic email or web chat inquiries through this lower cost support solution. Emails or web chat sessions can be escalated to level II or III agents within S2G or to clients through S2G's email processing system.

3. Level IIl Service and Support
S2G currently handles level III support cases for consumer electronics clients and subscription service providers. These Level III resources research unique support issues and duplicate problems within the lab. Level III resources also act as a liaison between the Level I and II support agents and the client's engineering/ development teams. Clients quickly realize the benefits of focusing internal resources on quality improvement projects, feedback to product/service development, cost efficiencies and managing support from a big picture perspective.

S2G can implement any combination of the services described above. We welcome the opportunity to work with you to augment existing support programs.

We also recommend utilizing S2G's automated phone and email Customer Satisfaction Surveys and rating scales. These surveys can be used to track customer feedback regarding the key elements client supported products in order to identify product and support program changes that can improve Client products, reduce costs and enhance customer satisfaction.