Managed technical support teams
Give your team
less support work to carry.
Dedicated, English-speaking teams for POS vendors, commerce software companies and resellers. With American client leadership and delivery in Bosnia, SSL manages your assigned support work from first reply through troubleshooting and escalation follow-through.
When the queue outgrows your team
Give the queue
a team that owns it.
Customers should not depend on whoever has a spare moment. Assign SSL a defined queue, issue type or support window.
What changes for you: your core team can plan around a support function with named ownership, rather than fitting tickets between other responsibilities.
Work SSL takes on
- Phone, email and chat conversations in your support environment.
- Ticket triage, priority and ownership, including tracking unresolved work.
- Product-use questions, known issues and approved troubleshooting.
- Customer updates, next steps and follow-through when another owner is needed.
- Daily team supervision, quality review and knowledge-base upkeep.
Choose a particular queue or a broader service scope. The proposal defines the channels, work and coverage SSL owns.
Match the team to your coverageWhen customers cannot get back to work
Troubleshoot the systems
they rely on.
A reader stops responding. A retail application throws an error. A peripheral fails after a terminal change. The customer needs a clear answer and a path back to service.
What changes for you: your customers have someone working to restore service, while your core team avoids becoming the first stop for every device or application issue.
Technical work within scope
- Remote troubleshooting for POS terminals, PIN pads, card readers and connected peripherals.
- Retail application errors, configuration issues and software-to-device problems.
- Windows/Linux troubleshooting, OPOS issues, event and application logs.
- Device and connectivity checks that separate software symptoms from hardware faults.
Your runbooks and access rules guide the work. Physical repairs, processor decisions and network changes go to the responsible specialist.
Illustrative support interaction
“The card reader is connected, but it won’t respond.”
What SSL does
Confirms the affected checkout and error, compares the connection and device settings, and identifies an incorrect profile after a terminal change.
How it is resolved
Restores the approved configuration, runs the agreed device check with the customer and records the cause and fix.
“The card reader was connected, but the register was using the old device settings. We’ve corrected the settings and confirmed the register can communicate with the reader again.”
When support keeps interrupting engineering
Send engineering
an investigation it can use.
Your engineers should receive the issue, customer impact and checks already completed. SSL owns the support investigation and keeps the customer conversation moving.
What changes for you: engineering has the context to act on product issues, while SSL remains responsible for updates and escalation follow-through.
Work SSL takes on
- Reproducing faults and comparing expected behavior with the affected order, device or application.
- Reviewing application/event logs, XML and read-only SQL results within agreed tooling.
- Recording impact, relevant versions, reproduction steps and completed checks.
- Routing the investigated case to the right product owner and maintaining customer updates.
Your engineers retain product fixes and release decisions. Product-specific preparation is part of onboarding.
Illustrative engineering handoff
“The order arrived. The modifiers didn’t.”
Engineering receives
The affected order, expected modifiers, relevant versions, a comparison of the source and POS records, redacted evidence and the checks already completed.
SSL keeps ownership of
The customer conversation, agreed update time and escalation follow-through while the product team investigates.
“The order reached the POS, but the modifiers are missing. We’ve sent the order reference and our comparison to the product team. I’m keeping this open and will update you by 3 p.m. Eastern, even if the investigation is still in progress.”
What would change if your team could hand this over?
Tell us where support is stretching your people. We’ll map the work SSL could own, the coverage you need and what a team would look like.
Contact our team