SaaS Customer Support Outsourcing
Tier 1 product support, onboarding, billing and renewals by agents who learn your product, so your engineers and success team get their time back.
Built for SaaS
Software support has a cost problem and a talent problem at the same time. Every ticket your engineers answer is a feature not shipped, and every support hire in a US tech hub costs more than the plan it supports. A dedicated nearshore team trained on your product takes Tier 1 off your plate at 30 to 45% below US cost, in fluent written and spoken English.
We train agents on your product the way you would train an in-house hire: sandbox accounts, your help center, your known-issues list and your escalation rules. Agents work in your help desk and your admin tools with role-based access, and triage keeps engineers out of the queue until a ticket genuinely needs them.
Renewals and expansion are part of the same conversation. Sales-trained agents handle trial conversion, plan upgrades and save attempts with incentives tied to the outcomes you track.
What We Handle for SaaS and Technology
Tier 1 product support
How-to, configuration and troubleshooting from your knowledge base.
Onboarding and activation
Welcome calls, setup help and check-ins that lift activation rates.
Billing and account
Invoices, plan changes, password and access issues.
Triage and escalation
Clean tickets with reproduction steps before engineering sees them.
Renewals and expansion
Trial conversion, upgrades and save attempts.
24/7 coverage
Follow-the-sun support for global user bases from our Kingston center.
The Services Behind It
SaaS and Technology FAQ
Can agents really learn a technical product?
Yes. We hire to a technical profile, train in a sandbox against your help center and known issues, and certify agents before go-live. Escalation rules keep engineers out of Tier 1 but reachable when needed.
Which tools do you support?
Zendesk, Intercom, Freshdesk, HubSpot, Salesforce Service Cloud, Jira Service Management and most others.
Do you offer 24/7 support?
Yes, from our Kingston center, with overnight and weekend coverage scheduled around your user base.
How do you handle security reviews?
Expect an NDA, then our security documentation: access controls, logging, training and hosting. Our CIO leads the review with your team.
Services, Industries & Guides
Services: Customer Support Outsourcing • Live Chat & Email Support • Sales & Upselling • Back-Office Processing • HIPAA-Compliant Healthcare BPO • Quality Assurance
Industries: Healthcare • E-commerce & Retail • Financial Services
Resources: Pricing & Savings • Savings Calculator • Security & Compliance • Why Jamaica • Blog
Ready to Cut Your Support Costs Without Cutting Quality?
Tell us about your operation. We will show you a seat-by-seat cost comparison and what a 60-day transition looks like.