Overview
A nationally recognized online university serving learners across the United States required stronger technical support capacity as enrollment increased and course workloads grew. Students and faculty relied heavily on the university digital learning environment, creating consistent demand for timely troubleshooting and user guidance.
Sourcefit built and now operates a dedicated support team that assists users with access issues, system navigation, feature use, and basic technical troubleshooting across communication channels.
The challenge
- Higher volume of support requests tied to enrollment growth
- User questions spanning system access, navigation, and course tool functionality
- Limited internal bandwidth to expand support coverage
- Need for structured workflows to improve clarity and issue handling
- Seasonal pressure to sustain coverage during academic cycles and program expansions
Our approach
Sourcefit built and operates a 15-plus-member technical support team that assists students and faculty across academic programs. The team works within standardized workflows that maintain consistency in user guidance and troubleshooting.
During setup, Sourcefit:
- Recruited a team of more than 15 specialists trained in user support and troubleshooting
- Maintained 2 to 4 week hiring cycles to support enrollment driven demand
- Integrated multichannel workflows across email, chat, and ticketing platforms
- Standardized triage paths for access issues, navigation questions, course tool usage, and basic troubleshooting
- Provided ongoing training aligned with program updates and system changes
- Added quality oversight through QA checks, reporting workflows, and documentation updates
Today, Sourcefit continues to operate the support team with stable coverage, documented workflows, and ongoing training. Daily ticket handling is supported by trained specialists who help maintain clarity and reliability across interactions.
Results
- 15 plus full time specialists supporting students and faculty
- Improved user clarity through structured troubleshooting and guided assistance
- Reliable coverage during enrollment periods supported by predictable hiring cycles
- Consistent issue handling enabled by standardized workflows and documentation
- Reduced internal strain through long term team continuity and daily support stability
Key takeaways
Dedicated support teams enhance the learning experience: Specialists help students and faculty navigate digital tools and resolve access issues.
Structured workflows improve consistency: Standardized troubleshooting strengthens clarity across academic programs.
Stable hiring cycles support academic rhythms: Predictable recruitment ensures timely coverage during peak enrollment periods.
Industry learnings
Online learning environments depend on reliable technical support to maintain course continuity and learner engagement. Offshore support teams provide scalable capacity, structured workflows, and stable coverage during peak periods. This engagement shows how dedicated support programs strengthen user satisfaction and operational reliability in digital education environments.
Learn more
Sourcefit builds support teams for education and technology organizations that require structured workflows and consistent user assistance.
Explore SourceCX for integrated support operations and WorkingAI for workflow automation and routing.
Contact our education solutions team to discuss scalable support models for your institution.
