Tier 1 and Tier 2 technical support, built for structured ticket workflows.
Troubleshooting for software, hardware, and connectivity issues with clean ticket documentation and structured escalation paths.
Get a custom program proposal.
Share your scope and current performance baseline. We'll come back with a staffing model, a pricing estimate, and two reference calls in your industry.
The full scope of the program we run for you.
Tech support programs require three things in combination: structured problem-solving, system navigation fluency, and strong ticket documentation habits. We train for all three before an agent touches a live queue.
- Password resets and account access support
- Software installation and configuration guidance
- Connectivity and network troubleshooting
- Ticket logging and structured handoff to Tier 2 or engineering
- Industries served: SaaS and cybersecurity, e-commerce, consumer electronics, business services
- CRM and ticketing fluency: Salesforce, Zendesk, Microsoft Dynamics, SAP/C4C, and proprietary client platforms
How it played out for one of our clients.
Global retail technology support.
Level 1 technical support integrated with the client CRM and ticketing platform from Day 1.
Fragmented support experience across regions and inconsistent ticket documentation.
AHT 575 seconds against a 660-second target. Fully integrated with client CRM and ticketing from Day 1. Program runs as a single support entity across regions.
Built to clear enterprise security review.
Tech support touches account credentials and system access. Controls reflect that.
- SOC 2 Type II
- RBAC with least-privilege on all support tools
- Credential handling protocols trained at onboarding and reinforced every quarter
- USB and peripheral device restrictions on all production machines
- Access revocation confirmed within 2 hours of any agent departure
- For payment-adjacent tech support: PCI-DSS controls apply
Every agent sits inside a layered management structure.
These supervisor-to-agent ratios apply to every program of this type. For smaller accounts the support functions are shared resources; at sufficient scale they become dedicated to the account.
- 01Team Leader1 : 15
Day-to-day coaching, adherence monitoring, real-time floor support
- 02QA Analyst1 : 40
Flexes to 1:15 for intensive programs. Minimum 4 evaluations per agent per month.
- 03Trainer1 : 15
During ramp. Steady state runs at 1:60. Refreshers, policy rollouts, re-certification.
- 04Real-Time Analyst1 : 60
Queue monitoring, intraday adjustments, adherence alerts.
- 05Service ManagerAlways
Fractional included. Dedicated available at sufficient scale.
Visibility every day, not just at month-end.
Five cadences, five different audiences. Operations leaders see the floor in real time. Stakeholders see the program. Executives see the trend. The same data feeds all five views — just at the right level for each audience.
AHT, service level, abandonment, volume, conversion. Delivered every 1-2 hours plus EOD summary.
QA scores, conversion, attendance, adherence, open action items.
One-page performance scorecard with risk flags and action plan.
Prior month results, QA trends, action plans for next cycle.
Trend analysis, strategic alignment, capacity planning, roadmap.
Six phases. Three that decide whether the program works.
Every new program runs through the same six-phase model. Three highlights that matter most at program start:
~40-45 hours of classroom training delivered in one week, trainer-to-agent ratio 1:15
1-2 weeks of supervised nesting with go/no-go gate before full queue release
DMAIC root-cause analysis activated from Day 1 of pilot launch
Common questions, answered.
The questions enterprise buyers ask before signing. Don't see yours? Send it our way during the discovery call.
Select Tier 2 scope. Complex escalations handed back to your engineering team with full ticket context. The split is defined during scoping.
Support that reduces your engineering escalations.
Send us your ticket volume, taxonomy, and top five escalation categories. We will come back with a Tier 1 staffing model and a plan for what gets resolved before it ever reaches your engineers.