Customer support
Omnichannel, multilingual front-line teams that answer in your brand voice.
Technical support
Software customers expect answers that go beyond scripts. Our technical support agents learn your product in depth, troubleshoot common issues, guide onboarding and hand well-documented escalations to your engineers.
Who it is for
SaaS and technology companies that need responsive product support without pulling engineers into first-line tickets.
What is included
- Tier 1 and tier 1.5 troubleshooting across email, chat and ticketing tools
- Onboarding assistance and configuration help for new customers
- Bug reproduction and structured escalation to your engineering team
- Help-center articles and internal documentation created from real tickets
- Coverage across time zones so technical issues are not left until the next business day
How we set it up
- Product immersion: agents complete your onboarding, use the product daily and study past tickets.
- Escalation design: we agree with your engineers what a complete escalation must contain.
- Launch: a ramp period with daily reviews of every escalated ticket.
- Knowledge loop: recurring questions become documentation that reduces volume over time.
Questions we get asked
Do your agents have technical backgrounds?
Technical support agents are selected for troubleshooting ability and trained on your specific product. For developer-facing products we staff with agents who have programming experience.
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Back-office operations
Data entry, order processing, returns and catalog work handled accurately and on time.