Business Process Outsourcing
Technical support outsourcing
We run technical support and help desk operations for US companies, from first response to tier 3 escalation, across products, software and internal IT, with bilingual coverage and North American accountability.
Overview
Technical support is where product issues either get resolved quickly or turn into churn and bad reviews. Customers and employees expect competent, patient help that actually fixes the problem, not a script that bounces them around.
Staffing skilled technical support in-house is expensive and hard to scale, especially when volume spikes with launches, outages or growth. Senior engineers get pulled onto routine tickets, and resolution times slip.
Corpshore US delivers layered technical support from tier 1 through tier 3, plus help desk and IT service desk, working inside your tools, your knowledge base and your escalation rules. We staff to your service levels and keep a clear path to your engineers for the issues that need them.
Coverage runs across every US time zone with bilingual English and Spanish as standard, and a named point of contact in North America owns the engagement. You get faster resolution without pulling your own engineers off the roadmap.
What you get
- Faster resolution and higher first-contact fix rates
- Senior engineers freed from routine tickets
- Coverage across time zones, up to 24/7
- Consistent quality through launches and incidents
- Cost that scales with ticket volume
What's included
Tier 1 support
First-line triage, troubleshooting and resolution of common issues, by chat, email, phone and in-app.
Tier 2 support
Deeper troubleshooting for issues that pass tier 1, with reproduction steps and clear handoffs.
Tier 3 and escalation
Complex-issue handling and a structured escalation path to your engineering team for the rest.
Help desk
End-user help desk for customers or employees, with ticketing, SLAs and reporting.
IT service desk
Internal IT service desk covering access, devices, software and common requests.
Knowledge base
Knowledge-base use and upkeep so fixes are documented and reused, cutting repeat tickets.
Incident support
Surge support during outages and incidents, with clear status updates to affected users.
Onboarding and provisioning
Account setup, access provisioning and offboarding handled to your security rules.
Quality assurance
Ticket review, scoring and coaching so resolution quality holds as the team grows.
Reporting and trends
Reporting on volume, resolution time and recurring issues worth fixing in the product.
How we deliver
A simple, transparent path from first conversation to a team that scales with you.
1. Discover
We learn your goals, volumes, tools and compliance needs, then scope the right team and model. A response within 6 hours.
2. Design
We define roles, service levels, reporting and the ramp plan, and agree a clear, indicative price before you commit.
3. Deliver
We recruit, train and stand up the team inside your tools and processes, with North American management owning quality from day one.
4. Scale
We track performance against your service levels, tune as you grow, and flex capacity up or down as your volumes change.
Engagement models
Start where it fits and change as you grow, with no rigid lock-in.
Dedicated team
A team that works only for you, managed by Corpshore to your service levels. Best for ongoing operations and scale.
Staff augmentation
Skilled people who slot into your existing team and tools. Best for adding capacity quickly.
Project or managed service
A scoped deliverable or a fully managed function with an agreed outcome. Best for defined work and outcomes.
Tools and integrations
We work inside your support and engineering tools rather than asking you to change them. Common platforms in technical support engagements include:
Industry applications
Technology and SaaS
Product and platform support that scales with your user base.
Industries we serveE-commerce and retail
Storefront, app and integration support across peak periods.
Industries we serveFinancial services
App and platform support for fintech and banking products.
Industries we serveTelecom, energy and travel
High-volume technical support across connected services.
Industries we serveGovernment and public sector
Help desk and IT service desk with Section 508 accessible delivery.
Industries we serveCompliance considerations
Security and access controls
Access to your systems is least-privilege and reviewed, with secure credential handling and offboarding when access is no longer needed.
Data privacy (CCPA and US state laws)
User and ticket data is handled under documented, CCPA-aligned controls.
Accessibility (Section 508 and WCAG)
Help desk and service desk delivery can meet Section 508 and WCAG 2.2 AA for public-sector and accessibility-sensitive buyers.
Frequently asked questions
Tier 1 through tier 3, plus help desk and IT service desk. We resolve what we can and escalate the rest to your engineers through a clear, agreed path.
Build your team with Corpshore US
Tell us what you want to outsource and we will map a team, a model and a timeline. North American accountability, global delivery.
We respond to every US inquiry within 6 hours.