Technical support outsourcing
We build a service desk trained on your product from a global network of 43 contact centre partners, so the questions that do not need an engineer never reach one.
Tier 1 is the first line of technical support, the team meant to catch password resets, account lockouts, simple troubleshooting and basic how-do-I questions before they reach anyone more senior. In practice, the queue rarely respects that. A locked account and a full outage often sit in the same list, picked up by whoever is free rather than whoever is trained for it. If the free person happens to be the one engineer who understands how the platform works, tier 1 has just borrowed a specialist to do work well below their level.
The cost is not always visible on a dashboard. Some mornings it is the product specialist walking a new customer through setup instead of building the feature that was due. Other times it is the fix that exists only in one engineer's head, so the ticket waits until they are back from leave.
Outsourcing tier 1 technical support will not suit every product or every stage of a business. It works best once there is something worth documenting: a product stable enough to build a knowledge base around, and a support process worth handing to someone else properly. Where it fits, we build a service desk trained specifically on your product, drawn from a global network of 43 contact centre partners spanning the Caribbean, North America, the United Kingdom, South Africa and international markets. The desk is sized to your ticket volumes and hours, with a clear line back to your engineers for anything genuinely beyond tier 1.
These patterns show up across software, hardware, telecoms and platform businesses. If several feel familiar, tier 1 is not doing its job.
The person who understands the platform best spends part of the day on account lockouts and access requests, work a trained tier 1 agent could close in minutes.
A forgotten password and a full outage land in the same list, worked in the order they arrived rather than the order they matter.
Customers use the product, or run into trouble with it, outside a nine-to-five window, and the desk goes quiet exactly when something breaks.
Every new customer walkthrough pulls someone who should be building the product, repeating setup steps they have already explained a dozen times.
The fix exists, but only one engineer knows it, so the ticket waits until they are back from leave instead of being resolved the same day.
A release, a price change or a busy season lifts ticket volume faster than the team can hire for, and the backlog is still there weeks later.
Tickets reach engineering without logs, steps to reproduce or basic checks already done, so the first job is redoing tier 1's work properly.
Without a consistent diagnostic path, the same fault gets worked differently by different agents: some close it in minutes; others escalate it unnecessarily.
Scope is combined to match your product and ticket patterns. These are the building blocks we draw on, shaped to what you need.
Who this is built for
Every one of these is agreed in discovery, before the team takes its first live ticket.
Tier 1 is only as good as what it can look up. Thin or outdated documentation means agents guess, escalate everything, or answer inconsistently.
What tier 1 can resolve alone, what it gathers before escalating, and who on your team receives it, agreed and tested before go-live rather than during a live incident.
Which ticketing system, remote-access tools and internal systems the team works inside, and whether that means integrating with your stack or setting one up specifically.
What customer and account data the team can see, under what access controls, and how permissions are limited to what the role requires.
Coverage needs, whether that is one shift, extended hours or around-the-clock cover, shape which partners fit and what happens to a ticket raised outside those hours.
Average and peak ticket volumes, plus the split between quick fixes and complex faults, determine how many people the model needs and how the queue should be prioritised.
How resolved tickets get reviewed, who reviews them, and how findings turn into coaching and documentation updates rather than a report nobody reads.
How much product knowledge tier 1 needs before taking a live ticket, and how that knowledge is refreshed as the product changes.
Skill, tooling and training are not interchangeable. Not every centre offers advanced engineering support: capability is confirmed during selection rather than assumed.
Agents mainly handle orders, accounts and general enquiries, and can also answer straightforward product questions. Technical knowledge is one part of a wider remit.
This is a dedicated service desk trained specifically on your product. It handles password and account fixes, guided troubleshooting, and device or connectivity issues, with a clear path to escalate anything beyond that.
Engineers diagnose complex faults, working with code, infrastructure or specialist systems. This sits above tier 1, and only some partners offer it.
Straight answers, and a discovery call for everything else.
For the tier 1 remit, yes, that is the point of training them specifically on your product rather than hiring generic technical staff. What they are trained for is agreed during discovery: password and account issues, guided troubleshooting, common faults. Anything genuinely at engineering depth gets escalated instead.
It escalates through a path agreed and tested before the team goes live: what tier 1 gathers first, such as steps taken, error messages and account details, and exactly who on your side receives it. The goal is an escalation that saves your engineers time, fully diagnosed before it reaches their desk.
Access is scoped to what the role needs, agreed during discovery and reviewed as part of onboarding. What the team can see and change in your systems is a decision you make, not a default we apply.
In most cases, yes, the team works inside the systems you already use rather than asking you to adopt new ones. Where a tool genuinely will not support an external team well, that gets raised during selection rather than discovered after go-live.
It depends on how much there is to document and train against. A product with existing documentation and a defined tier 1 scope moves faster than one where the knowledge only lives in your current team's heads. Timelines are set during discovery, once we know enough to set them properly.
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Tell Oliver about your product, your ticket volumes and where engineers are currently doing tier 1's job. Get a technical support team matched from the partner network to what your operation needs, scoped and trained after discovery, not sold as a fixed package.
