Is this service delivered as a dedicated team or a managed service?

Both models are available. A dedicated team works as an extension of yours under our leads, and a managed service makes us accountable for the outcome against agreed service levels. We define this together during discovery.

How long does it take to stand up this service?

It depends on size and profile, and usually runs from a few weeks for standard roles to a staged ramp plan for large operations. In discovery we give you a concrete timeline for your case.

Which Mexican city is this delivered from?

It depends on the profile and volume. We size each operation with the right city among Mexico City, Monterrey and Mérida, based on talent availability and the type of work.

Business process outsourcing

Technical support and help desk

Level 1 and 2 support for products and platforms, with first-contact resolution and structured escalation.

We resolve level 1 and 2 incidents for your product or platform with agents trained on your knowledge base, prioritising first-contact resolution and escalating what needs it with full context, not a cold handoff. The goal is that your engineering team only sees what genuinely needs its attention.

What you can expect

First-contact resolution measured and improved month over month.
Escalation with full context, never a cold handoff.
Extended or 24/7 coverage matched to your operation.

Languages

Native Spanish and English up to C2 as the core pairing, with levels assessed before assignment. Additional languages subject to confirmed availability.

Best-fit cities

Mexico City for large bilingual operations and regulated work, Monterrey for B2B and technical support, Mérida for customer experience and back office with high retention.

Locations

Part of Business process outsourcing · Other services in this line

Customer experience and omnichannel support Bilingual and Spanish-language support Sales, telesales and lead generation Collections and accounts receivable Finance and accounting outsourcing Human resources and recruitment process outsourcing Back office and data processing Trust, safety and content moderation Travel, hospitality and reservations support Healthcare BPO and patient support

Frequently asked questions

Let us design your operation

Book a discovery call or request a tailored proposal. We answer nearshore enquiries within six hours.

Request a proposal