FirstCall Support
Whitlock: Your Premier Partner in Technical Support Excellence.
With over 15 years of experience, we excel in delivering superior call center services for software companies. Our team is expertly trained to deliver a quality support experience with efficient resolution times. Our vast knowledge spans hundreds of products across diverse domains, providing customized solutions for commercial, federal secure, federal non-secure, and state & local government sectors. By entrusting us with your technical support, you not only enhance your customer experience but also streamline your operations, allowing for more focus on innovation and market expansion. Our service has reduced average resolution times by 30% across client portfolios, ensuring your users receive prompt, expert assistance.
Service
Outsourced technical support services for software manufacturers and service providers
- Level 1, 2 and 3
- 8×5 M-F or 24x7x365
- Option for US Citizen resources for Federal contracts and Enterprise customers
- Option for contract management
- Option for TotalCare professional services (for service beyond support)
Value Statements
- Firstcall is customer focused, our processes revolve around customer satisfaction and our team is trained to deliver a better experience.
- Firstcall acts as a filter between the customer and the manufacturer weeding out all of the operator errors and “how to” questions and only escalating code issues to the manufacturer for review and remediation.
- Firstcall has a team of experts across many domains that bring their collective experience and wisdom to solving complex problems for our end users.
Components of our Offering
- Recruiting- Firstcall will identify, vet, and hire the right resources based on your specific requirements
- Training- Once enabled on your product, Firstcall will develop an onboarding, training, and mentorship program for your team to ensure continuity of service during scale or turnover
- Management- We oversee the team, track KPI’s, hold weekly meetings, provide regular training updates for both the products and customer service
- Reporting- Monthly reports on call volume and resolution times
- Fixed price – unlimited support
Experience
15 years supporting hundreds of software products across dozens of domains
- Network Management
- Automation
- Cybersecurity
- Helpdesk and Service Management
- Discovery
- Asset Management
- Data Protection
- Application Testing
NIST 800-171 compliant
CMMC Level 2 certification Q4 2025