- Introduction
Our client is a tech company that builds software for customer support. They needed to expand their IT team to match rising support needs. Their in-house team was under pressure and couldn’t scale fast enough. Zedtreeo helped them hire a full-time remote team that could work across time zones and handle large support volumes.
Client Profile
Our client, a leading technology company providing software solutions to businesses, recognized the importance of responsive IT support in ensuring customer satisfaction and loyalty. With a growing customer base and increasing complexity of technical issues, the client’s in-house helpdesk team struggled to handle support requests effectively. Long wait times, limited support hours, and lack of expertise in specialized areas led to customer frustration and dissatisfaction. Recognizing the need for a scalable and efficient support solution, the client sought to explore remote staffing options to augment its IT support capabilities.
Challenges Faced
The internal team couldn’t keep up with growing support tickets. They needed trained agents fast — without the cost of local hires.
High stress and lack of expertise led to high turnover and poor customer feedback.
They lacked 24/7 coverage, leading to delays and customer complaints after hours.
Solution Implemented
Zedtreeo helped build a team of remote IT support agents with strong technical skills. We assessed the client’s needs and recruited agents trained in software troubleshooting and helpdesk support. The team was deployed in less than two weeks and worked full-time across different time zones.
Results and Benefits
- 60% faster ticket resolution — improved customer satisfaction
- 24/7 support coverage without raising costs
- 90%+ customer satisfaction rate within 3 months
- Flexible staffing for busy periods
- Lower overhead and fewer hiring delays
Related Remote Roles:
- Remote IT support specialists
- Remote helpdesk technicians
- Remote system administrators
- Remote technical support agents
- Remote network monitoring assistants
Conclusion
Zedtreeo’s remote IT support solution helped this tech client scale faster, lower costs, and improve service. With a flexible, full-time team from India, they gained around-the-clock coverage, better talent retention, and a faster hiring process. If you’re looking to build a skilled and affordable IT support team, Zedtreeo is ready to help.
* We take our clients’ confidentiality seriously. While we’ve changed their names, the results are real.
