Technical Support Agents (L1/L2)

Strengthen your technical support service with multilingual talent specialized in digital environments, operating under customized playbooks, defined SLAs, and clearly structured escalation paths. At Xternus, we deploy trained agents who integrate as a global team fully aligned with your operations, building a structured knowledge base and applying rigorous Quality Assurance programs to accelerate the resolution of every case. Our approach enhances CSAT levels while optimizing your resources, turning technical support into a reliable engine of trust for your users.

This model delivers key advantages in resolution efficiency and customer satisfaction. We improve First Contact Resolution (FCR) by reducing friction and eliminating unnecessary ticket reopenings. Through standardized processes and continuous analysis supported by our Operations & Process Optimization capabilities, we keep your backlog under control using efficient prioritization models. At the same time, we elevate the end-user experience with agile and professional technical assistance, reinforced by Data & Analytics insights to identify improvement opportunities. Our coverage across time zones ensures operational continuity precisely when your customers need support.

Our methodology is based on ITIL-lite service management standards, applying best practices from IT service management in agile environments and integrating them within our Digital, Technology & AI capabilities. We operate under strict SLA-driven agreements that ensure traceability, operational transparency, and regulatory compliance aligned with our Risk, Compliance & Resilience framework. Continuous coaching loops and feedback cycles are implemented to improve technical accuracy and performance, ensuring that every interaction consistently reflects your brand values.

To function as a natural extension of your team, we fully integrate into your technology ecosystem, managing tickets directly within your existing Helpdesk or ITSM platforms to provide complete visibility. We document processes in structured knowledge bases that shorten response times and monitor KPIs in real time to anticipate incidents before they escalate.

The impact on your support operations is transformational: achieving up to 25 percentage point improvements in FCR and reductions of up to 60% in pending ticket volumes. If you are looking for a structure that combines technical agility with outstanding customer satisfaction, this solution becomes the key component to scale your support operations with confidence and measurable results.