Tier 1 & 2 troubleshooting
Common and deeper technical issues diagnosed and resolved.
Technical support outsourcing for SaaS and tech — Tier 1/2 troubleshooting, ticket triage, escalations and product-aware support — with platform-trained specialists.
Technical support for SaaS and tech products isn't a generic helpdesk function. The same agent has to answer configuration questions, debug integrations, reproduce customer issues and document solutions — while protecting engineering from noise.
Opervics runs technical support as a managed function — Tier 1/2 troubleshooting, ticket triage, product-aware support and clean escalation to engineering — with specialists trained on your product, APIs and workflows.
Common and deeper technical issues diagnosed and resolved.
Tickets categorized, prioritized and routed to the right owner.
Integration errors, webhooks, API responses and configuration questions handled.
Issues reproduced with steps before escalation — clean engineering handoff.
Runbooks and user-facing docs kept current as the product evolves.
Volume, resolution rate, escalation rate, CSAT and top issues.
These are the same operational issues we see across clients — and the same ones our process is designed to remove.
Product engineers handling tier-1 issues instead of building.
Customers wait too long — churn risk rises.
Engineering receives vague tickets without repro steps.
API and webhook errors sit — customers churn.
Support volume grows faster than internal hiring.
Nobody tracks volume, resolution rate or top issues.
Every service inherits the same baseline security posture, then adds service-specific controls on top.
Access, change management, monitoring and incident response aligned to SOC 2.
Role-based access to your product, tools and customer data — scoped and audited.
Every queue sampled and reviewed — resolution quality tracked.
Volume, resolution rate, escalation rate and CSAT reported weekly.
Tier 1/2 troubleshooting, ticket triage, integration/API support, bug reproduction, knowledge base upkeep and reporting.
Documented onboarding, recorded walkthroughs, product access for training and a certification check before live tickets.
Zendesk, Intercom, HubSpot, Help Scout, Freshdesk, plus Jira, Linear and Slack for engineering coordination.
Yes — coverage can be scoped to business hours, extended hours or follow-the-sun depending on your customer base.
Volume, resolution rate, escalation rate, CSAT and top issues — reported weekly.
Per ticket, per FTE, or a monthly retainer — agreed upfront.
A short conversation is usually enough to scope the queue and propose a starting point.