Front-Line Support
Technical Support Outsourcing in Kenya.
Help desk and technical support that resolves the problem.
Nairobi-based support engineers who learn your product in depth and aim to resolve every issue on first contact.
- Tier 1 & Tier 2
- First-contact resolution
- Knowledge base
70%+
First-contact resolution target at Tier 1
- Tier 1 and Tier 2, escalation to Tier 3
- Tiers
- Tickets, email, chat, phone, remote session
- Channels
- Follow-the-sun or 24/7
- Coverage
- VPN, SSO, logged sessions, locked devices
- Security
Overview
Affordable technical support outsourcing for companies in the US, UK, Germany and New Zealand
- 01
Engineers come from computer science, engineering and IT backgrounds, and we train them on your product as if they were your own staff.
- 02
Training covers your documentation, a product sandbox, shadowing your senior support team and practical assessments.
- 03
Tier 1 handles log-ins, setup, configuration, how-to questions and known issues. Tier 2 handles logs, bug reproduction, integrations and runbooks.
- 04
Code-level problems go to your engineers with clear, reproducible write-ups.
- 05
Monthly reports show your top issues, the time spent on each and suggested product or documentation fixes.
At a glance
Targets are agreed per client and written into your SLA.
- First-contact resolution target at Tier 1
- 70%+
- Target first response on priority tickets
- Under 1 hr
- Help desk coverage
- 24/7
- Root-cause report on top issues
- Monthly
What's included
What's included in our technical support service.
Take one piece or all of it. Every item runs to documented procedures with an owner, a target and weekly reporting.
- 01
Tier 1 help desk
Log-ins, setup, how-to questions, password resets and known-issue workarounds.
- 02
Tier 2 troubleshooting
Log analysis, bug reproduction, integration and configuration checks.
- 03
Onboarding support
Guiding new customers through setup so they see value faster.
- 04
Bug triage and escalation
Reproducible escalations with evidence attached, ready for engineering.
- 05
Internal IT service desk
Employee support for devices, accounts, software and access.
- 06
Knowledge base writing
Troubleshooting guides written from real tickets.
How it fits together
Secure, resilient infrastructure.
Encrypted VPN and SSO connections to your systems, redundant fibre, UPS and generator power, and hardened workstations, with every session logged.
How it works
How technical support with Maxed BPO works.
A supervised path from first call to a fully managed team, usually live within 2 to 3 weeks.
- 1
Product deep-dive
Your team walks us through the product, its architecture and common failure points.
- 2
Sandbox training
Hands-on practice in a test environment, followed by practical assessments.
- 3
Shadow and reverse shadow
Each team observes the other before go-live.
- 4
Own the queue
Agreed response targets and monthly root-cause reviews.
Who it's for
Who uses our technical support service.
- SaaS and software companies with growing user bases
- Hardware and device makers
- Telecom and internet providers
- Companies that need an internal IT service desk
- Engineering teams that want to offload support tickets
Platforms
Tools and platforms we work in.
Your team works inside the systems you already use. Don't see yours? We learn custom tools too.
- Jira Service Management
- ServiceNow
- Zendesk
- Freshservice
- Intercom
- TeamViewer
- AnyDesk
- Datadog
- Okta
- Azure AD
FAQ
Technical Support: your questions.
Something else on your mind? Our team replies within one working day.
Speak to a specialist
Tell us your volumes and goals. We reply within one working day with a suggested team and price.
Get a free quoteWhat technical background do your engineers have?
Most hold IT, computer science or engineering degrees or diplomas, and all pass practical troubleshooting tests.
Can you support a complex B2B product?
Yes, through specialised pods trained over several weeks alongside your team.
How do escalations work?
They follow your severity matrix and arrive with reproduction steps, logs, screenshots and what has already been tried.
Do you offer 24/7 support?
Yes. We can cover nights and weekends, or run full follow-the-sun support.
Related solutions
Often paired with technical support.
Get a free technical support outsourcing quote
A no-obligation consultation to design your team, hours and price. Most quotes are back within one working day.