Technical Support Outsourcing Services:
24/7 Tier 1-3 Coverage
Our technical support outsourcing service gives SaaS, fintech and regulated businesses Tier 1–3 coverage, 24/7, in 30+ languages delivered by teams trained on your product and held to measurable SLAs.
Trusted by global leaders
Technical support outsourcing built for product-led businesses
When your support queue affects activation, retention and revenue, generalist call centers aren't enough. You need outsourced technical support that puts knowledgeable people behind your product.
Expert support for your customers and users covers troubleshooting, configuration, integrations, account and billing issues, and escalations, not replacing, but extending your team.
Tier 1–3 outsourced technical support, end to end
We staff and run the full escalation path, so issues are resolved at the right depth the first time. Our outsourced technical support is structured into clear tiers with defined handoffs and SLAs.
Tier 1 — frontline resolution
First response across channels: common questions, how-tos, account and billing, and triage, resolving the majority of contacts on first touch.
Tier 2 — technical troubleshooting
Deeper product and configuration issues, error diagnosis, integrations and reproductions, with structured escalation paths.
Tier 3 — complex and engineering-adjacent
Specialist handling of edge cases, bug verification and reproductions, working directly with your product and engineering teams.
Outsourced technical support services across every channel
Your users reach out where it suits them; coverage has to match. Our outsourced technical support services span voice, email, live chat, in-app, and social, in 30+ languages, 24/7/365 so response times hold across regions and time zones, not just business hours.
languages from nearshore teams
of voice contacts answered within 35 seconds
coverage, including nights, weekends, and seasonal surges
Results that speak
for themselves.
“AI call simulation lets agents experience real interactions from day one — practicing, making mistakes, and improving in a completely risk-free environment.”
“A dedicated 24/7 team that adapts perfectly to our workload and scales on demand — without a drop in quality.”
“Faster response times, lower support costs, and a significant improvement in customer satisfaction — all measurable within the first quarter.”
Let's scope your support operation
Tell us about your product, volumes and coverage gaps. We'll design a Tier 1–3 model, agree the SLAs that matter, and ramp a team that supports your customers 24/7.
Get in touch
How we ramp your team
Product support is only as good as the knowledge behind it. We onboard against your stack, not from a generic script.
Discovery & knowledge transfer
Sessions with your team; documentation and product walkthroughs.
SOPs & knowledge base
Runbooks and macros drafted per workflow, reviewed with you.
Go-live with ramp-up SLAs
Agreed interim targets while the knowledge base matures.
Steady state & improvement
Full SLA commitment, QA loops and a regular optimisation cadence.
Built for SaaS, fintech and regulated industries
High-expectation, security-sensitive products need support that satisfies auditors as well as users. We support SaaS, payments, healthcare and insurance—including IT support for financial services, where accuracy, AML/KYC handling and audit-ready controls matter.
Certified framework: ISO 27001, ISO 27701, PCI DSS, HIPAA
Security & compliance
PCI DSS
Simply Contact is PCI DSS certified, maintaining the highest level of security for all card transactions and protecting clients' sensitive data.
ISO 27001
An internationally recognised standard for managing information security, ensuring robust processes to safeguard sensitive information.
ISO 27701
The international standard for privacy information management (PIMS), with requirements mirroring GDPR compliance and protecting personal data.
HIPAA
HIPAA compliance ensures protection of sensitive health data for clients in healthcare, insurance, and health tech industries.
Get in touch with us today
We'll get back to you within one business day.
Frequently asked questions
Partnering with an external team to handle your customers’ technical issues—across Tier 1–3, multiple channels and languages—under agreed SLAs, instead of staffing the entire function in-house.
Tier 1 resolves common, frontline contacts; Tier 2 handles deeper technical troubleshooting and integrations; Tier 3 covers complex, engineering-adjacent cases worked alongside your product team.
Outsourcing IT support works for frontline volume, after-hours and multilingual coverage, and Tier 2 troubleshooting, while keeping core engineering and product decisions in-house. Most clients start with a tier or channel and expand.
Our agents are trained on your product and tone, supported by QA scoring, CSAT tracking and feedback loops—so outsourced support reads as your own team.
Yes. We deliver 24/7/365 support in 30+ languages from nearshore teams, sized to hold response times through peaks.
We operate under your policies within a certified framework—ISO 27001, ISO 27701, PCI DSS and HIPAA—with controls suited to fintech, healthcare and other regulated work.
Typically a few weeks from discovery to a parallel run, with interim ramp-up SLAs while your knowledge base matures, then full SLA commitment.
Technical support outsourcing companies typically price their services by shared or dedicated team, per FTE or per contact, with outcome-based options—scoped to your volume, complexity and coverage needs, from 0.5 FTE upward.
Ready to see results like these?
Tell us about your support challenges and we'll put together a tailored proposal within 48 hours.
Get a proposal