Technical Support Delivered Across Tier 1, 2, and 3 on Your HelpdeskPlatform

Tier 1, 2, and 3 technical support staffed by engineers — not scripts.We provide structured, tiered technical support using your existing helpdesk and remote access tooling — staffed by engineers who know your product, follow your knowledge base, and escalate intelligently to your development team when a code fix is required. Tier 2 and Tier 3 are handled by technically trained engineers who can read logs, reproduce bugs, and package escalations with diagnostic value. Your developers spend time building, not firefighting.

Business Operations

Technical Stack & Capabilities

We deliver support through Zendesk, Freshdesk, Jira Service Management, ServiceNow, or Intercom, with remote access and diagnostics via TeamViewer, LogMeIn, AnyDesk, or Microsoft Remote Assistance.

Knowledge bases are maintained in Confluence, Notion, Guru, Zendesk Guide, or Freshdesk Solutions, and voice interactions run through RingCentral, Twilio, Vonage, or Aircall. Monitoring integrations with Datadog, New Relic, and PagerDuty enable proactive support triggers before customers report issues, with CRM context from Salesforce, HubSpot, or Zoho CRM surfaced during every interaction.

The support structure spans Tier 1 (guided troubleshooting, known-issue resolution, access resets), Tier 2 (in-depth diagnosis, configuration changes, workaround implementation), and Tier 3 (root-cause investigation with a full diagnostic package escalated to engineering).

What We Cover

Tier 1 — Guided Troubleshooting & Known Issue Resolution

First-contact resolution for your most common support requests — using your knowledge base and scripted troubleshooting guides to resolve issues without escalation. CSAT is measured on every closed Tier 1 interaction, and repeat-contact analysis identifies gaps in knowledge base coverage.

Tier 2 — In-Depth Diagnosis & Configuration Support

Agents with deeper product knowledge handle issues that require access to backend systems, configuration changes, or log analysis. Tier 2 interactions are documented with full diagnostic steps so the resolution contributes to the knowledge base.

Tier 3 — Engineering Escalation Management

Tier 3 issues are escalated to your engineering team with a complete diagnostic package — reproduction steps, log extracts, environment details, and a chronological timeline of the interaction. Engineers receive actionable context, not a forwarded chat transcript.

Proactive Support & Knowledge Management

We review ticket patterns monthly to identify recurring issues and translate fixes into new knowledge base articles and Tier 1 scripts. A well-managed knowledge base reduces escalation rates and improves first-contact resolution — the primary lever on support cost.

Why The Connect BPO

Engineers Handle Tier 2 and 3, Not Trained Agents

Tier 2 and Tier 3 support is staffed by technically trained engineers who can read logs, interpret error codes, and reproduce bugs. Escalation to your development team carries diagnostic value, not just a description of what the customer said.

Reduces Engineering Interrupt Time

By resolving at Tier 1 and 2 and packaging Tier 3 escalations properly, we significantly reduce the number and quality cost of interruptions to your product and engineering team.

Knowledge Base as a Living Asset

We treat your knowledge base as a product, not a reference document. Every resolved novel issue becomes a new article; every recurring issue triggers a process improvement review.

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How We Deliver Seamless BPO Support

A structured approach designed to deliver reliable support, minimize downtime, and keep your business running smoothly.

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Step One

Assess Systems

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OUR SERVICES

Other services

Data, Analytics & Emerging Technologies

Data, Analytics & Emerging Technologies

Actionable insights and modern technology solutions for informed decisions.

Application Support & Maintenance

Application Support & Maintenance

Proactive monitoring and maintenance to ensure software peak performance.

DevOps & Cloud Services

DevOps & Cloud Services

Streamlined development and scalable cloud infrastructure for agility.

OUR PROCESS

How we work

Hear from our clients about how our BPO solutions have streamlined their operations and boosted efficiency.

01
Background

Assess

We review your current operations, volumes, pain points, and service level expectations.

REQUIREMENTS
WORKFLOWS
VOLUMES
Assess
02
Design
03
Onboard
04
Optimise
FAQs

Have questions ?

Answers to the questions we hear most often from businesses evaluating Connect BPO.

Connect BPO is backed by the Kanrich Group. This institutional backing means our clients work with a partner that has documented governance, financial stability, and long-term commitment. We operate on a dedicated-team model with defined SLAs, transparent pricing, and a named account manager for every engagement.
We work with clients across the UK, Europe, Australia, the Middle East, and South and Southeast Asia. Our operations are based in Colombo, Sri Lanka, and we work across time zones to align with client business hours.
We provide customer support (voice, chat, email), IT support and infrastructure, finance and accounting, human resources outsourcing, data and analytics, application support and maintenance, software development (via Cloud99X), and knowledge and legal process outsourcing. See the full list on our Services page.
Onboarding follows a structured five-step process: assess (we review your requirements and volumes), design (we configure a service model and team), onboard (process documentation, system integration, training), operate (live operations with agreed SLAs), and optimise (regular performance reviews and continuous improvement).
Our operations align with GDPR requirements and international data protection standards. Technology infrastructure and cybersecurity are managed by Cloud99X. We apply data access controls, regular security audits, and documented incident response processes across all client engagements.
Yes. We work with businesses across different sizes and growth stages, from growing SMEs establishing their first outsourced function to larger enterprises seeking a reliable, governed outsourcing partner at scale.
We use a fixed-scope pricing model. You receive a clear proposal with defined deliverables, team structure, and monthly cost before signing. There are no hidden fees or unexplained cost increases. Pricing is reviewed transparently at each contract renewal.
We serve clients in technology and SaaS, e-commerce and retail, financial services and FinTech, healthcare and health technology, professional services and legal, and logistics and supply chain.
Our offices are located at No. 6-1/1, 3rd Floor, Joseph Lane, Colombo 04, Sri Lanka. We are open Monday to Friday, 9:00 AM to 5:00 PM Sri Lanka Standard Time (UTC+5:30).
Reach out via the contact form on our Get In Touch page or email hello@theconnectbpo.com. We will respond within one business day. From there, we schedule an initial call to understand your requirements and confirm whether we are the right fit for your needs.

Let's Connect

Ready to streamline
your operations?

Connect BPO provides reliable, efficient, and scalable solutions to streamline your operations and help your business grow.