Technical
Support

We deliver Tier 1–2 technical support that fixes common issues fast, escalates cleanly when needed, and keeps customers calm and informed.

Built for high-volume environments where resolution speed, documentation quality, and service continuity matter.

Real-World Outcomes

faster response times

higher first-contact resolution

lower cost to serve

When CX Buyers Need Technical Support

“Our engineers are drowning in escalations.”

“We have recurring incidents and no one owns the fix loop.”

“Our documentation is messy, so every handover is painful.”

“Security and compliance reviews keep blocking outsourcing.”

“We want to move talent to higher-value work.”

Escalation rate is a silent cost driver: it pulls senior talent into repetitive Tier 1–2 issues and slows down product work.

We reduce unnecessary escalations through structured diagnostics, better knowledge capture, and clean triage. This protects engineering capacity and improves resolution consistency without expanding your internal headcount.

Escalations that remain are documented properly so higher tiers can act fast.

Recurring tickets are a process failure, not a staffing problem. We identify repeat drivers, standardise resolutions, and feed patterns back into playbooks and knowledge workflows.

That shortens resolution time over time, reduces repeat contacts, and gives procurement and operations a measurable improvement story.

The goal is fewer incidents, not just faster handling.

Poor notes turn simple tickets into long, costly chains of rework.

We enforce consistent ticket documentation, clean handover rules, and audit-ready logging so issues don’t get reset at every escalation. This improves speed-to-resolution and reduces operational risk, especially in regulated or high-accountability environments.

It also makes vendor governance easier because performance can be evidenced.

For technical support, the buyer risk is rarely service quality alone; it’s data handling, access control, and audit confidence.

We operate within a governance-first delivery model aligned to regulated buying expectations, with clear controls around process, access, and evidence. This reduces internal blockers from security, compliance, and procurement.

The result is support you can scale without triggering internal ‘no’ votes.

Your people should be building relationships, not formatting invoices.

By taking on repetitive administrative work, we help free your internal teams to focus on innovation, analysis, and customer growth.

Our blend of automation and trained back-office specialists keeps the engine running efficiently in the background, so your business can stay focused on the road ahead.

What We Do

First-Time Fix Focus

Clear diagnostics and guided workflows reduce repeat contacts and unnecessary escalations.

Tier 1–2 Technical Support

Structured troubleshooting that resolves technical issues quickly and escalates cleanly when needed.

24/7 Technical Coverage

Always-on technical support without the cost and complexity of staffing internal night shifts.

Customer-Calm Resolution

Technically accurate support delivered with clarity and empathy, even in high-stress situations.

Consistent Quality & Documentation

Standardised processes ensure accurate fixes, clean handovers, and reliable knowledge capture.

Scalable, Trained Support Teams

Right-shored technical teams that scale quickly as products, users, and issue volumes grow.

Use Cases
by Sector

Telco & Broadband

Connectivity troubleshooting — resolving broadband, fibre, mobile data, and router issues.
Device & configuration support — assisting with handset setup, firmware updates, and network settings.
Escalation handling — managing clean hand-offs to network or engineering teams.

SaaS & Software Platforms

User access & configuration issues — resolving login problems, permissions, and basic setup errors.
Application troubleshooting — supporting customers with common platform errors and performance issues.
Technical escalation management — documenting issues clearly for product and engineering teams.

Retail & eCommerce

Platform access issues — supporting merchants and customers with login and account problems.
Checkout & payment troubleshooting — resolving errors affecting transactions and conversions.
Integration support — assisting with basic POS, payment, or marketplace connection issues.

Fintech & Financial Services

Application troubleshooting — supporting customers with app errors, access issues, and transaction failures.
Secure issue resolution — resolving technical problems while maintaining compliance controls.
Incident support — managing inbound technical demand during system outages.

Travel & Hospitality

Booking system support — resolving technical issues affecting reservations and confirmations.
Channel integration issues — supporting OTA, GDS, or booking-engine related errors.
Incident response — handling spikes in technical enquiries during disruptions.

Energy & Utilities

Customer portal support — resolving access, data display, and account update issues.
Meter & system data queries — supporting technical questions related to usage visibility.
Service platform incident support — managing inbound technical demand during system outages.

What Does “We Give a CX”
Really Mean?

Governance That
Doesn’t Slip

Our senior leaders stay close to your business, understand your goals, surface issues early, and keep communication clear, timely, and consistent.

AI You Can Use Today

Copilots, automation, and analytics embedded directly into live workflows. No pilots stuck in limbo — just AI your teams can use from day one.

Transparency
That Feels In-House

Daily data, live dashboards, and open communication — the same visibility you’d expect from your internal team, delivered without friction.

Right-Shored Talent
With Real Empathy

Kenyan voice quality, cultural alignment, and multilingual capability built for EU and UK CX. Aligned time zones. Human warmth. AI-enabled precision.

Quality Engineered
Into Every Call

Speech analytics, accent neurtalisation, voice checks, and structured QA keep tone and accuracy consistent.

Every interaction is measured, monitored, and improved.

Account Management
That Moves Your Business Forward

Your growth needs more than ticket updates — it needs partners who think ahead.

We bring governance, insight, and senior leadership access that keep performance moving.