Technical Support Outsourcing
that hands engineers clean tickets
Technical support outsourcing puts a dedicated team on your first- and second-line tickets: how-to questions, access problems, guided fixes, and bug triage. SaaS, WordPress, and ecommerce companies use it to keep engineers on the product. Digital Minds BPO runs these teams from three facilities in Naga City, Philippines, at an estimated $1,260 to $2,100 per agent a month, billed hourly.
Pick a time that suits you, straight from our calendar.
- Savings
- 70%
- Up to, against a US hire
- Retention
- 94%
- Client retention rate
- Partnership
- 4.7yrs
- Average client relationship
- Since
- 2010
- 15+ years building dedicated teams
These teams have covered sales support, a government call center, and a 24/7 ID-verification back office. A technical support team would run on the same dedicated, supervised model.
What is technical support outsourcing?
Technical support outsourcing hands your customers’ product and account problems to an outside team that works in your ticketing tools. The team answers, troubleshoots, and documents each ticket, then passes anything that needs a code change to your engineers. You keep the product and every code fix; we run the queue.
Companies reach for it when how-to and access tickets crowd out engineering work, when customers write outside your office hours, or when one support hire cannot cover the queue. People handle the tickets that need judgment; your own tools can deflect the rest. A full internal IT department for a large staff is a different service; see help desk outsourcing.
The technical support work we take on. Six kinds of ticket.
Our strength is first- and second-line volume work. Technical support by phone, including a technical support call center queue, runs on the same rates as ticket, email, and chat work. General phone customer service with no technical troubleshooting is covered on our phone support outsourcing page.
SaaS product troubleshooting
Login, setup, and feature problems in your app. The team reproduces the issue, guides the customer to a fix, and logs it.
See live chat outsourcingWordPress and plugin issues
Plugin conflicts, failed updates, and form or login errors, checked against the usual causes first, then escalated with evidence.
Ecommerce platform and CRM tickets
Checkout, order, and sync problems in your store platform or CRM, worked from your own help desk.
See ecommerce support outsourcingEnd-user IT support
Password resets, account unlocks, and device or software setup for your own staff, logged in your service management tool.
Onboarding and how-to tickets
Setup walkthroughs and common-task questions by email or chat, answered from your knowledge base, not by your engineers.
See email support outsourcingBug reproduction and triage
Reproduce the report, record steps, environment, and screenshots, and hand your engineers a clean ticket. They make the fix.
Tools we recruit and train agents to work in
These are tools we recruit and train agents to work in, inside your own stack. Name yours on the discovery call and we will say plainly whether we have worked in it.
Ticketing and help desk
IT service management and issue tracking
Remote support
Telephony
Platforms
Knowledge bases and team chat
T1, T2, and T3: what each tier handles and who owns the fix
Tier names vary between companies, so here is how we use ours. T3 is a senior troubleshooter and team lead, not an engineering seat.
| Item | T1 (L1) | T2 (L2) | T3 (L3 support, lead) |
|---|---|---|---|
| What it handles | First-line questions, using your knowledge base and guided steps | Tickets that first-line steps do not solve | The hardest tickets, plus coaching and queue ownership |
| Typical tickets | Logins, setup help, how-to, order or plan lookups | Plugin conflicts, sync failures, bugs to reproduce | A fault hitting several customers, or a stuck escalation |
| Escalates when | A guided fix fails or the ticket needs deeper checks; goes to T2 | The cause is unclear or repeats across customers; goes to T3 | A code change, deploy, or data fix is needed; goes to your engineers |
| Who owns the fix | Our team for documented fixes; your engineers for code | Our team for configuration and workarounds; your engineers for code | Our team owns the ticket and the handoff; your engineers own the code fix |
What your engineers get when we escalate. And what stays with them.
What does an escalated ticket contain?
The customer’s symptom in their own words, the steps already tried, and environment details such as browser, device, plan, and version. It also carries logs and screenshots, the customer impact, and who owns the next step.
How does it reach your engineers?
Through the tool your engineers already use, such as your issue tracker or a team chat channel. You choose the path at onboarding, and we write it into your SOPs.
What does our team do while it waits?
We keep the customer informed in the wording you approve, log each update on the ticket, and keep working the rest of the queue.
How does the fix come back to the customer?
Your engineer records the outcome on the ticket. Our agent tells the customer, confirms the problem is gone, and closes the ticket in your help desk.
Who we support
Each ticket below is work our agents handle in your tools; your engineers keep the code.
SaaS
SaaS technical support sits between your users and your engineers, so engineers see only the tickets that need them.
- Login, SSO, and password problems
- Setup and onboarding questions
- Feature how-to and settings help
- Bug reports, reproduced and logged
Ecommerce
The team works shopper tickets in your store platform and help desk.
- Checkout and payment errors reported by shoppers
- Order and inventory sync problems between store and CRM
- Plugin or app conflicts on the storefront
- Account access and subscription questions
Software and platforms
For WordPress sites, plugins, and software products, the team handles install, setup, and troubleshooting tickets.
- Plugin conflicts and failed updates
- License key and activation problems
- Install and configuration guidance
- Error reports triaged with notes for your developers
Other teams
Growing companies without a full IT department can use the team for end-user IT support.
- Password resets and account unlocks
- New device and software setup
- Access requests logged for your approval
- Remote support sessions in your chosen tool
Need a team trained for your industry? See our industries.
How a technical support team goes live
Onboarding takes 2 to 4 weeks for a team of 5, and longer for a bigger team.
- Step 01Together
Talk it through
A discovery call covers your ticket types, volumes, tools, and where tickets go when we cannot solve them. We confirm the roles and the timeline.
Your partWalk us through a typical ticket, start to finish.
- Step 02Our side
Get the proposal
We send a proposal with the team structure, rates by tier and role, the recruitment timeline, and an overview of the contract terms.
Your partReview it and sign to confirm scope and rates.
- Step 03Together
Sign and pay the deposit
After you sign the proposal, we send the service agreement, which holds an NDA and an outsourcing agreement. You sign it, pay a one-month security deposit applied to your final month, and recruitment begins.
Your partSign the agreement and pay the deposit.
- Step 04Together
Choose your team
We source and screen candidates, test them on skills, communication, and tool proficiency, then arrange video interviews with the shortlist.
Your partInterview the shortlist and choose your team.
- Step 05Together
Start work
Agents begin in our Naga City offices and train on your product, knowledge base, and tools; the first 5 days of training are free. Reviews at 30, 60, and 90 days track your KPIs.
Your partShare tool access, your knowledge base, and an escalation contact.
Technical support outsourcing rates. Published, not hidden.
One rate card, all three tiers, priced per person, never per ticket or per resolution.
$1,260 to $2,100 per agent per month ($7.50 to $12.50 an hour), estimated, billed hourly.
Technical support team
Dedicated technical support team- T1 · 0 to 1 years$7.50/hr$1,260 est./month
- T2 · 1 to 3 years$9.50/hr$1,596 est./month
- T3 · 3 to 6 years$12.50/hr$2,100 est./month
Each rate carries the seat, the workstation and IT support, payroll and HR, and daily supervision by a Team Leader and a Project Manager, so there is no second bill for management, and the same rates apply by phone, email, chat, or ticket. Each month is billed on hours actually worked; vacant seats, replacement gaps, and unpaid absences are not billed, except the notice period after the pilot. Your proposal shows the exact line for your team.
Outsourced technical support or an in-house hire?
| Item | Digital Minds dedicated team | In-house hire |
|---|---|---|
| Fully loaded cost | $1,260 to $2,100 est. monthly per agent, billed hourly. Supervision, workstations, and HR included | Wages, payroll taxes, benefits, equipment, and space for every hire |
| Time to hire | 2 to 4 weeks to go live for a team of 5; longer for a bigger team | You run the search, screening, interviews, and onboarding |
| Training and ramp | First 5 days of training free, then reviews at 30, 60, and 90 days | You write and run the training, and pay salary while the hire ramps |
| Supervision and QA | A Team Leader and a Project Manager supervise daily at no extra charge | Your support lead coaches, schedules, reviews tickets, and covers absences |
| Coverage hours | Scheduled to your hours; true 24/7 needs at least 5 agents on a queue | Each extra shift or time zone needs more hires of your own |
How we protect your data. And what we do not claim.
Facilities
- Agents work only from our Naga City facilities, never from home
- Biometric fingerprint access to production floors
- 24/7 security guards and CCTV
- No personal phones or USB drives on the production floor
Workstations and network
- Company-owned, hardened desktops
- USB ports restricted and printing disabled
- Redundant internet lines and power, with backup generators
- VPN-capable connections to your systems
People
- Every employee signs an NDA at hiring
- Every hire clears NBI, police, employer, and reference checks
- Agent activity is recorded by default
- Data-protection training at onboarding, and a certified Data Protection Officer under the Philippine Data Privacy Act (RA 10173)
Access to your systems
- Agents work inside your own systems; we provide the people and workstations, not the software
- You grant the access, and our IT team works with yours on setup and VPN
- No client data is stored on local machines unless your workflow requires it
- What we do not claim: we do not hold SOC 2 today, we do not hold ISO 27001 certification, and we make no PCI DSS claim
Proof you can check
- Client retention rate
- 94%
- Average length of a client partnership
- 4.7 yrs
- Voluntary attrition, all staff, annual
- 8 to 10%
- Philippine BPO voluntary attrition (CCAP and Willis Towers Watson: 31% in 2022, 36% in 2021)
- 31 to 36%
- Capacity to build single-client teams
- 50 to 100+
Our voluntary attrition is roughly 3 times better than that benchmark.
From our clients
We had a bad experience with an outsourced staff prior to them and this gave us a negative impression with the bpo industry. … 4 years later we are still working with them! It was the best decision we ever did in our business.
We’ve been so happy with our decision to work with Digital Minds as our outsourcing solutions provider. They have been the perfect offshore outsourcing partner for us not just because of the cost savings but because of the quality of the Filipino Workers they have provided us.
Their team has integrated so well that it feels like we have them physically in the office.
These quotes come from clients outside technical support.
A support queue runs on people who know your product. Our clients stay long enough for the team to learn it.
Tech Support Outsourcing in the Philippines. Run from Naga City.
If you are weighing whether to outsource technical support to the Philippines, four questions decide it: time zone, coverage, English, and supervision.
Time zone. US business hours fall in the Philippine evening and night: 9am to 5pm Eastern is 9pm to 5am in Manila. UK hours fall in the Manila late afternoon and evening; Australian east-coast hours fall in the Manila day.
Coverage. 24/7 is available. Round-the-clock coverage on one queue takes at least 5 agents; 3 or 4 cover extended hours, not 24/7, and your proposal says which you are buying. At each shift change the outgoing agent leaves written ticket notes and an open-items list.
English. Candidates are screened for English communication and tested on skills and tool proficiency; you interview the shortlist by video before anyone starts.
Supervision. Agents work from our Naga City facilities, never from home, under a Team Leader and a Project Manager, with agent activity recorded. Offshore technical support holds up when someone coaches the team daily.
These shift by an hour when clocks change.
How to choose a partner to outsource tech support
Comparing technical support services? These five questions work on any provider, us included.
| Criterion | Question to ask | What to look for |
|---|---|---|
| 01Tiers and who owns the fix | Question to askWhat does each tier handle, and who owns the fix after an escalation? | What to look forA tier table that names the owner, with code changes staying with your engineers. |
| 02Escalation handoff | Question to askWhat does an escalated ticket contain, and where does it go? | What to look forA written handoff packet with the symptom, steps tried, environment, and logs, sent through your own tracker. |
| 03Your tools | Question to askWhich help desk and issue tracker will the team work in, and who controls access? | What to look forWork done inside your tools, with access you grant. |
| 04Coverage and minimum team | Question to askHow is 24/7 staffed, and what is the smallest team you will run? | What to look forA stated minimum team and a plain rule for 24/7. |
| 05Rates and exit | Question to askAre rates published, and what are the exit terms? | What to look forPublished tiers billed on hours worked, a stated team minimum, and a defined pilot. |
Is this a fit? Honest both ways.
Talk to us if
- You want a dedicated team, starting at 3 agents, that works your queue and stays
- You can give us tool access, your knowledge base, and a named escalation contact on your engineering side
- You would rather we handle recruiting, training, and daily supervision
Look elsewhere if
- You need engineers to ship code fixes. Our team reproduces, triages, and documents; yours fixes
- You need fewer than 3 people
- You need on-site hardware repair. Our team works from Naga City, not at your desk
Request a proposal
Tell us which tickets you want to hand over, the tools your queue runs in, and how many people you need. An advisor reads every request and comes back with questions or a proposal outline.
We came to Digital Minds BPO with a customer service turnover problem in the US. What surprised me most was how quickly the team became part of our family.
Technical support outsourcing FAQs
Why do companies choose technical support outsourcing?
How much does outsourced tech support cost?
What is tier 1 technical support, and which tier do I need?
Can your team fix bugs in our code?
Which tools can your agents work in?
Can I outsource tech support with 24/7 coverage?
What is the minimum team, and what are the contract terms?
Is our data secure?
Tell us about your queue. We’ll show you the team and the rates.
Book a consultation and we’ll map your ticket types, your tools, and the handoff to your engineers.
US +1 302 501 7702 · UK and Europe +44 736 049 6832 · Australia +61 495 033 200 · New Zealand +64 781 07413