Technical Support
Mercatus Outsourcing delivers scalable, 24/7 technical support 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.
MERCATUS
Benefits ofoutsourcing
Support
%
Faster Resolution Times
MERCATUS
Benefits ofoutsourcing
%
Cost Reduction
%
Faster Resolution Times
Focus on your business
Allow your team to focus on product development, innovation, and strategic growth instead of daily support tasks
Stay competitive
Give your full attention to developing your product and keeping up with competing technologies
Access specialized talent
Connect with a broad range of technical support experts without the costs of recruiting, hiring, and training in-house teams
Scale flexibly
Change support capacity based on business needs without long-term commitments
MERCATUS
Our solutions
Technical Support Agent Levels
Level 1 (L1) agents
handle the front-line questions, simple troubleshooting, and typical technical problems
Level 2 (L2) specialists
handle escalated cases that call for more in-depth product knowledge and sophisticated technical proficiency.
Level 3 (L3) 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
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.
Our process
How Our Technical Support Outsourcing Works
Discovery
Day 1
We immerse ourselves in your unique technical requirements, existing challenges, and business objectives to lay a strong groundwork.
Strategy
Week 1
We create a personalized support strategy, choosing the best communication mediums, languages, and key performance indicators to gauge your success.
Allocation
Weeks 2-3
We select technical support agents from our talent database and immerse them in your business, products, and brand culture.
Launch
Week 4
Your new team goes live. We monitor your performance and provide detailed reports to ensure maximum efficiency.
Why Choose
Why choose Mercatus for your
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.
Ultimate Security Guarantee
We value your
Digital millennium copyright act
A law that regulates the usage of copyrighted technology, devices and services and prohibits their unauthorized usage.
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.
ISO/IEC 27001:2022 Certified
Process certification that ensures clients’ data protection and management in accordance with global standards.
FAQ
Common
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.
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Technical supportof
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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.
Our services
You may also be
Multichannel customer solutions
Thus at MERCATUS we aim to provide exceptional customer care and focus on every customer touchpoint with care and attention.
IT staff augmentation
Delivery model associated with the actual number of hours at specified hourly rates.
IT recruitment
Our IT recruiters specialize in finding the most suitable IT professionals for your given IT requirement process.
Technical support
Mercatus’ role is to help you develop the right customer & technical support strategy and then to implement it successfully.