Support Services

Your World-Class Dedicated IT Support Services

Ensure Quality Customer Experience with Flexisource IT’s Excellent and Reliable Level 1-3 Technical Assistance and Support Team

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Stay on top of your CX with Flexisource IT's Support Team!

Stay on top of your CS with Flexisource IT's Support Team!

No matter what industry you are in, providing an excellent customer experience plays a significant role in your company’s success. Getting the proper assistance
for your customers is essential to keeping them satisfied and loyal.

But with managing your core business tasks, looking for improvement, and eyeing opportunities, you cannot avoid forgetting the quality of your customer service. And with technology being prevalent and widely used around the world, your customers would most likely encounter technical issues every day.

And this is where the outsourcing support team can help your business!
Flexisource IT technical support team can ensure that all proper areas and customers’ concerns are resolved. We work with your company and keep your organization and employees focused and productive by managing your
customer services and IT support operation. 

As part of this service, we break down our IT support staff into three tiers, allowing us to apply the best support team member. Our company offers complete technical support levels 1, 2, and 3. 

What can you expect from Flexisource IT Support Services?

Flexisource IT Support Team can proactively manage, maintain, and optimise your IT infrastructure with the agility to adapt to your business’s changing demands. Our team of experts tailors an approach that takes down costs while enhancing the reliability, security, and value of your IT experience and tech support. We will monitor your IT infrastructure, including cloud hosting, network equipment, server, storage device, etc., and ensure it runs at optimum performance level. 

Technical Support with A Human Touch

Our IT Support Specialists are experienced and can solve complex problems.

Service-Centric Support

Dedicated, Full-time ITIL-based Service Desk operating 24/7 to cater to Australian clients.

Personalised Access and Control

Personalised access control unique for client requirements, locking inactive workstations, disabled USB access, BitLocker, antivirus, and email filter for security.

Advanced Security Protocols

We ensure that our procedure has client segregation of V-LAN and bank-level security protocols for all core infrastructure via logical network design

Why does Flexisource IT provide Australia's best IT Support services?

Flexisource IT is a champion of IT Solutions. We empower our customers to create loyal and long-term relationships with their customers through cost-effective support solutions. Our company provides a complete range of technical support services to Australian and New Zealand businesses. Through our flexible outsourcing model or Flexisourcing, we provide our clients with talented people with admirable work ethics, excellent company culture, and innovative ideas!

Global Network of Agile and IT Experts

Our team leaders are certified Agile practitioners and Scrum Master with years of experience handling teams.

Expertise in Tech Trends

Our Services include redundant
ISP configuration (multiple ISP connectivity) for load balancing, resilience, and redundancy using primary providers in the Philippines.

Project Manager

Even when you hire just one specialist or a whole team of experts. We include a dedicated project manager who can help communicate results and deliverables to customers.

Organized Management

We have a centralized ticketing system to record all IT issues
and requests. And Change management for any updates, upgrades, and data changes. Lastly, we have to make sure that we meet all Clients’ requirements.

Why is Tiered IT Technical Support Necessary in Your Business

Why is Tiered IT Technical Support Necessary in Your Business?

Outsourcing the proper technical assistance for your customers is essential in keeping them satisfied with your service or product. With a technical support team, you ensure that you provide support for your customer’s concerns while maintaining and constantly upgrading your system for optimum level of operation. 

And while these can help you and your internal team save time and effort, sometimes, a structure of IT support is necessary. With a structure of IT support, you strategically addressed your customer needs, assigning technical issues unique to each qualified technician to deal with them,

It saves you more time and effort and ensures that no resources are wasted. This system quickly resolves minor and easy-to-manage issues and provides the larger ones to appropriate SMEs.  

Work With Us

Meet Our Previous Clients!

Flexisource IT is a reputable IT and digital marketing outsourcing company based in the Philippines. Check out what our clients say about us:

Build Your Technical Support Team!

We would love to meet with you and discuss how we can help with your technology and infrastructure. Tell us about your business!

Services - Consultation Form

Flexisource IT

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IT services

Level 1 Support

Flexisource IT Level 1 Support is handled by our IT support personnel with minimum experience but reliable knowledge of technical issues. They have limited access to company information and deal primarily with in-depth troubleshooting and backend analysis

Our level 1 Support Personnel handles the following:

  • Answer customer phone inquiries and collect customer requests and data.
  • Conduct basic troubleshooting using questionnaires to provide the support needed.
  • Provide FAQs and common issues such as username and passwords questions, menu navigation, verification of hardware and software, installation issues, and setup.
  • Create tickets for Level 2 support.
routine maintenance

Level 2 Support

Our level 2 Support Specialists are responsible for solving the Level 1 reports. They review and determine the needed support to solve the issue. 

Similarly, our level 2 support specialists can:

  • Find solutions to impending problems using a knowledge base of previous cases
  • Close and reassign tickets to Level 3
  • Monitor available resources for issues
  • Provide admin support to customers to install software and repair hardware
  • Collect any data on the topic to give to Level 3, if needed
  • Operate break/fix and configuration issues
website maintenance services

Level 3 Support

Flexisource IT level 3 technical support are the expert product. They have the highest level of knowledge about the company and its development. Level 3 supports can deliver various solutions to technical problems. Most level 3 support are architects, engineers, creators, developers, etc. They also do the following:

  • Define the root cause of the tech issue
  • Look into code and design settings
  • Attempt to replicate problems and determine the reasons for future references
  • Create a new fix on the issue

From the onset, their team demonstrated an unwavering commitment to our project, consistently going above and beyond to ensure that our vision was brought to life exactly as we imagined.

What truly set Flexisource apart was their extraordinary flexibility and willingness to accommodate our needs. Whether it involved adapting to changes in our requirements or navigating unforeseen challenges, they approached every situation with a can-do attitude and an agility that made all the difference.

Yasmine Mnahy

Consultant

Flexisource IT is my go-to team for development. At every stage, the Flexisource team has been easy to work with, excellent value, quick to respond, and always willing to go the extra mile.

I highly recommend them to anyone looking for a reliable outsourcing solution. I couldn’t have achieved the targets without a great team beside me, and Flexisource IT is that team. Five Stars!!!

Peter Hynes

Film Maker + Story Designer (FilmTime)

We started an offshore development relationship over a year ago with Flexisource and they are now our long-term technology partner. They have been generous and flexible in providing us with many valuable resources. Our relationship has continued to grow and expand as they are involved in all aspects of our business and have been essential in helping us transition toward running agile.

Mark Murphy

MELBOURNE IT GROUP

We have been working with Flexisource IT for 2 years and we have found the entire team to be extremely committed to a high quality of work, excellent communication, and a friendly working relationship.

Travis Fusae

MANAGER, , VENTURE SALES PTY. LTD.

“We recommend our own clients to collaborate with Flexisource IT because we know that the service is of exceptional quality combined with a diverse and knowledgeable talent base.”

Rick Jansz

MANAGING DIRECTOR, FRAMTID INNOVATION

Myles Tehan

Myles Tehan

Partner Head of Innovation

Myles Tehan is a co-founder & MD of Hack Days Australia, where he has worked with over 50 different organisations to design and facilitate tailored innovation events and workshops that make a real impact. Myles is collaborating with Flexisource IT to drive innovation and flourish the ever-growing startup ecosystem in the Asia-Pacific.

Amcom Pty Ltd has been working with the Flexisource IT Team since 2012. We saw the model offered by Flexisource as a solution to our ever-increasing IT development needs and we’re very pleased with the outcomes of this partnership.

Alan Ariti

AMCOM ( Telecommunications Melbourne, Australia )

I have been a very satisfied client of Richard’s company FlexisourceIT for close to 2 years. I find Richard very open, very approachable, and a very determined as a successful leader of his business. He has created a positive vibe within his team, and is always looking to create improvements and bring in new talent. I strongly recommend him as a professional to work with you.

Steve Barton

MANAGING DIRECTOR/CTO, PACOM SYSTEMS

It’s been almost a couple of years since we started collaborating with Flexisource IT. Julius is our first team member from your end. Francis joined the team a few months ago. Over the last couple of  months, especially last few weeks, we had really challenging period for us and without huge effort from the whole team, we would not be able to deliver the product on time. This is not the first time (badge printing was the first challenge, back in 2018) that you @Julius stepped up and shine, when it was important and was not easy. Thanks a lot Julius, your effort is tremendous (you worked even when there was volcano eruption or while you had a day off). @Francis, you are not with us as long as Julius, but you have quickly become important part of the team. Thanks a lot Francis, for all days and nights, which you have spent testing the product and making sure that there would not be issues in the production. Julius and Francis, I’ll be emailing you some gift certificates directly. I’m looking forward to get the future challenges completed with you guys, as successful as previous challenges!

Nikola Kosanin

HEAD OF TECHNOLOGY/O-TIX  

Very excited to have launched Bizcap’s new website late last week with the help of the team at Flexisource, it’s a significant upgrade from what we previously had!

Unbelievably impressed with what the team at Flexisource have been able to create + ahead of schedule. Thank you Richard Gross

Rebecca Del Rio

HEAD OF MARKETING & DEVELOPMENT, BIZCAP

“I just wanted to let you know that Bernard and his team have recently completed the first session with the client and it went really well. Your team did a fantastic job and I couldn’t be happier.”

Martin Ong

FOUNDER – PERSONAL TOUCH MEDIA

“I would unequivocally recommend Richard and his Manila team, as the resources generally have been excellent for the price and comparable skillsets found in Sydney/Melbourne.

We reviewed quite a few companies across the region (India, Vietnam, Indonesia & China) and landed on these guys who source in Manilla. Good time zone for Sydney, even better for Perth.”

Nicolas Bryon

HALO TECHNOLOGIES