# Technical Support Outsourcing | Mercatus Outsourcing > Source: https://mercatusoutsourcing.com/technical-support/ > We scale your operations with our L1 & L2 technical support multilingual agents. Ready to deliver 24/7 customer care at competitive rates. Get a quote. ## Navigation - [Home](https://mercatusoutsourcing.com/) - [DevOps services](https://mercatusoutsourcing.com/devops-services/) - [Dedicated development teams](https://mercatusoutsourcing.com/dedicated-development-teams/) - [Build – Operate – Transfer (BOT) Model](https://mercatusoutsourcing.com/build-operate-transfer-bot/) - [IT staff augmentation](https://mercatusoutsourcing.com/it-staff-augmentation/) - [B2B Lead Generation](https://mercatusoutsourcing.com/b2b-lead-generation/) - [Digital awareness](https://mercatusoutsourcing.com/digital-awareness/) - [LinkedIn campaign management & automation](https://mercatusoutsourcing.com/linkedin-campaign-management-automation/) - [Marketing research & surveys](https://mercatusoutsourcing.com/marketing-research-surveys/) - [CX advice & strategy](https://mercatusoutsourcing.com/cx-advice-strategy/) - [Technical support](https://mercatusoutsourcing.com/technical-support/) - [Omnichannel customer solutions](https://mercatusoutsourcing.com/multichannel-customer-solutions/) - [Back office support & service](https://mercatusoutsourcing.com/back-office-support-service/) - [E-commerce customer services](https://mercatusoutsourcing.com/e-commerce-customer-services/) - [Recruitment Process Outsourcing](https://mercatusoutsourcing.com/recruitment-process-outsourcing/) - [AI Voice Agents](https://mercatusoutsourcing.com/ai-voice-agents/) - [AI Customer Service](https://mercatusoutsourcing.com/ai-customer-service/) - [AI Lead Generation](https://mercatusoutsourcing.com/ai-lead-generation/) - [E-commerce](https://mercatusoutsourcing.com/ecommerce-solutions/) - [High-Tech & SaaS](https://mercatusoutsourcing.com/high-tech-saas/) ## Page Content # Technical Support Outsourcing Services We deliver scalable, 24/7 technical support outsourcing in over 25 languages, combining expert talent acquisition with rigorous KPI and SLA tracking to ensure consistent service that enhances your brand and boosts customer satisfaction. [Get a quote](https://mercatusoutsourcing.com/technical-support/#form) [Image] #### MERCATUS ## Benefits oftechnical support outsourcing ### Support % ### Faster Resolution Times #### MERCATUS ## Benefits oftechnical support outsourcing % ### Cost Reduction % ### Faster Resolution Times [Image] ### Focus on your business Allow your team to focus on product development, innovation, and strategic growth instead of daily support tasks [Image] ### Stay competitive Give your full attention to developing your product and keeping up with competing technologies [Image] ### Access specialized talent Connect with a broad range of technical support experts without the costs of recruiting, hiring, and training in-house teams [Image] ### Scale flexibly Change support capacity based on business needs without long-term commitments #### MERCATUS ## Our technical support solutions ### Tier-Level Technical Support  [Image] ### Tier 1 (L1) Support Agents handle the front-line questions, simple troubleshooting, and typical technical problems [Image] ### Tier 2 (L2) Technical Support Specialists handle escalated cases that call for more in-depth product knowledge and sophisticated technical proficiency. [Image] ### Tier 3 (L3) Support Engineers take on the trickiest problems, carry out root cause analysis, and fix problems that call for extensive system expertise. #### What We Use ## Integration with your Technical Support Systems For product support outsourcing to be successful, seamless integration is necessary. Whether you use Jira, Salesforce, Freshdesk, Zendesk, or any other CRM and ticketing system, our teams operate within your current infrastructure. Instead of requiring you to switch systems, we adapt to your workflows by integrating with your knowledge bases, reporting dashboards, communication channels, and collaboration tools. [Image] [Image] [Image] [Image] [Image] [Image] [Image] [Image] [Image] [Image] [Image] [Image] #### Our process ## How Our Technical Support Outsourcing Works Step by Step Step 1 #### Discovery #### Day 1 We immerse ourselves in your unique technical requirements, existing challenges, and business objectives to lay a strong groundwork. Step 2 #### Strategy #### Week 1 We create a personalized support strategy, choosing the best communication mediums, languages, and key performance indicators to gauge your success. Step 3 #### Allocation #### Weeks 2-3 We select technical support agents from our talent database and immerse them in your business, products, and brand culture. Step 4 #### Launch #### Week 4 Your new team goes live. We monitor your performance and provide detailed reports to ensure maximum efficiency. [Image] [Image] #### Why Choose ## Why choose Mercatus for your technical support outsourcing  ### Comprehensive support coverage including 1st, 2nd, and 3rd level technical support, QA testing, troubleshooting, CRM support, and product or platform assistance.  ### Global multilingual capabilities offering 24/7 support in over 25 languages across the EMEA region  ### Expert technical knowledge  from specialists with strong expertise in systems, tools, platforms, devices, and the latest hardware and software.  ### Customer-first approach  that ensures a high-quality experience in every interaction.  ### Rapid deployment allows you to launch your project within weeks using streamlined processes and minimal overhead.  ### True scaling partnership designed to grow with your business. [Get a quote](https://mercatusoutsourcing.com/technical-support/#form) #### Ultimate Security Guarantee ## We value your security [Image: Digital millennium copyright act ] #### Digital millennium copyright act A law that regulates the usage of copyrighted technology, devices and services and prohibits their unauthorized usage. [Image: GDPR] #### GDPR Full compliance with the EU General Data Protection Regulation act — a legal framework that sets scopes for the collecting and processing of personal data of the EU citizens by the companies operating inside the EU. [Image: ISO] #### ISO/IEC 27001:2022 Certified Process certification that ensures clients’ data protection and management in accordance with global standards. #### FAQ ## Common Questions ##### How do you differentiate between L1, L2, and L3 levels of support?  L1 representatives are your first point of contact, handling common troubleshooting and simple configurations. L2 experts handle escalated issues that demand in-depth product knowledge, while our L3 engineers focus on root cause analysis and complex system repairs. This way, we maximize efficiency and minimize time to resolve. ##### Are your teams able to integrate with our current ticketing systems, such as Zendesk or Jira? Yes. Our teams work seamlessly within your current infrastructure, whether it’s Jira, Salesforce, Freshdesk, or Zendesk. We integrate with your current workflow and collaboration tools so that you retain complete visibility without having to switch to a new system ##### How do you ensure the technical support agents understand our specific product? We select agents from our talent database with relevant background expertise and send them through an extensive training program focused on your specific platform, hardware, or software. They absorb your brand culture and technical nuances before the launch. ##### Can you provide 24/7 coverage in multiple languages? Absolutely. We offer multilingual support in 25+ languages across the EMEA region. We can guarantee that your customers will receive 24/7 high-quality customer-first technical support in their native language, no matter what time zone they are in. #### review ## Technical Support Outsourcinghelps the success of #### Get a Quote  ## Submit theform With team Mercatus you are in good hands! The first months after you change over a large team like an entire call center, you will be involved in reallocating roles. Company name *Your Name *Your Email *Your Phone NumberI am interested in:ITO servicesIT Recruitment & Relocation, IT Staffing via Build Operate Transfer (BOT), IT Staff Augmentation, Dedicated Development TeamsBPO ServicesB2B Lead Generation, Digital Awareness, LinkedIn Campaign management and Autmation, Marketing Research and SurveysCX servicesCustomer Care & Support, Technical Support, IT Help Desk, Back Office ServicesRPO servicesRecruitment Process OutsourcingExpected Project Start DateExpected Resource Size1-5 people6-10 people10+ peopleProject Languages RequiredEnglishGermanFrenchSpanishItalianOtherAdditional Project Description Yes, I agree with the [privacy policy](https://mercatusoutsourcing.com/privacy-policy/). I give my consent for the personal data shared by me to be used by Mercatus LTD in connection with improving the performance and functionality of the Mercatus Outsourcing website, and in connection with the installation of related cookies for relevant marketing purposes. Submit request #### Our services ## You may also be interested in [Image] #### Multichannel customer solutions Thus at MERCATUS we aim to provide exceptional customer care and focus on every customer touchpoint with care and attention. [Image] #### IT staff augmentation Delivery model associated with the actual number of hours at specified hourly rates. [Image] #### IT recruitment Our IT recruiters specialize in finding the most suitable IT professionals for your given IT requirement process. [Image] #### Technical support Mercatus’ role is to help you develop the right customer & technical support strategy and then to implement it successfully. ## Actions Available ### Form 1 - **name-2** (type: text, name: `name-2`) - **name-1** (type: text, name: `name-1`) - **email-1** (type: email, name: `email-1`) - **phone-1** (type: text, name: `phone-1`) - **checkbox-3[]** (type: checkbox, name: `checkbox-3[]`) - **checkbox-4[]** (type: checkbox, name: `checkbox-4[]`) - **checkbox-5[]** (type: checkbox, name: `checkbox-5[]`) - **checkbox-8[]** (type: checkbox, name: `checkbox-8[]`) - **date-1** (type: text, name: `date-1`) - **checkbox-7[]** (type: checkbox, name: `checkbox-7[]`) - **checkbox-7[]** (type: checkbox, name: `checkbox-7[]`) - **checkbox-7[]** (type: checkbox, name: `checkbox-7[]`) - **checkbox-7[]** (type: checkbox, name: `checkbox-7[]`) - **checkbox-7[]** (type: checkbox, name: `checkbox-7[]`) - **checkbox-7[]** (type: checkbox, name: `checkbox-7[]`) - **consent-2** (type: checkbox, name: `consent-2`) - **consent-3** (type: checkbox, name: `consent-3`) - **textarea-2** (type: textarea, name: `textarea-2`) ## Links on This Page - [Home](https://mercatusoutsourcing.com/) - [DevOps services](https://mercatusoutsourcing.com/devops-services/) - [Dedicated development teams](https://mercatusoutsourcing.com/dedicated-development-teams/) - [Build – Operate – Transfer (BOT) Model](https://mercatusoutsourcing.com/build-operate-transfer-bot/) - [IT staff augmentation](https://mercatusoutsourcing.com/it-staff-augmentation/) - [B2B Lead Generation](https://mercatusoutsourcing.com/b2b-lead-generation/) - [Digital awareness](https://mercatusoutsourcing.com/digital-awareness/) - [LinkedIn campaign management & automation](https://mercatusoutsourcing.com/linkedin-campaign-management-automation/) - [Marketing research & surveys](https://mercatusoutsourcing.com/marketing-research-surveys/) - [CX advice & strategy](https://mercatusoutsourcing.com/cx-advice-strategy/) - [Technical support](https://mercatusoutsourcing.com/technical-support/) - [Omnichannel customer solutions](https://mercatusoutsourcing.com/multichannel-customer-solutions/) - [Back office support & service](https://mercatusoutsourcing.com/back-office-support-service/) - [E-commerce customer services](https://mercatusoutsourcing.com/e-commerce-customer-services/) - [Recruitment Process Outsourcing](https://mercatusoutsourcing.com/recruitment-process-outsourcing/) - [AI Voice Agents](https://mercatusoutsourcing.com/ai-voice-agents/) - [AI Customer Service](https://mercatusoutsourcing.com/ai-customer-service/) - [AI Lead Generation](https://mercatusoutsourcing.com/ai-lead-generation/) - [E-commerce](https://mercatusoutsourcing.com/ecommerce-solutions/) - [High-Tech & SaaS](https://mercatusoutsourcing.com/high-tech-saas/) - [Cybersecurity](https://mercatusoutsourcing.com/cybersecurity/) - [Fintech & Financial Services](https://mercatusoutsourcing.com/fintech-financial-services/) - [Healthcare](https://mercatusoutsourcing.com/healthcare/) - [Telco & Utilities](https://mercatusoutsourcing.com/telco-utilities/) - [Media](https://mercatusoutsourcing.com/media/) - [About](https://mercatusoutsourcing.com/about/) - [Our company](https://mercatusoutsourcing.com/about/#our-company) - [Mission & Vision](https://mercatusoutsourcing.com/about/#mission-vision) - [Our journey](https://mercatusoutsourcing.com/about/#our-journey) - [Team](https://mercatusoutsourcing.com/about/#team) --- *Served by AIble — aible.io*