Support specialists
Customer conversations, triage, known issues and approved troubleshooting across the agreed channels.
How it works
Delegate the support work.
Keep control of your product.
SSL assembles and manages a dedicated team around your queue. You set product priorities and approve access; we run the agreed support operation in your systems.
A dedicated team.
Management included.
Teams start at five people. The role mix, shifts and capacity follow the work you need covered.
SSL owns recruitment, scheduling, coaching and quality review, with a working lead responsible for daily delivery.
Technical investigation
Deeper troubleshooting, logs, reproduction and engineering handoffs matched to your product.
Working delivery lead
Queue oversight, quality, coaching and difficult escalations. A clear delivery contact for your team.
Meet the people before choosing the team.
Review relevant specialist experience. Hear their English, discuss a representative support issue and review a written response. Agree the proposed team against your standards.
Clear ownership
from the first reply.
Work stays in your ticketing system and approved knowledge base. Named accounts, access requirements and escalation rules are agreed before the queue goes live.
SSL manages: support staff, schedules, quality, troubleshooting, customer updates and follow-through.
You retain: product priorities, engineering fixes, access approval and release decisions.
Support when
your customers need it.
US business hours, evenings and weekends, or 24/7 support. We build the staffing plan around your customers, channels and workload.
Business hours
A dedicated team aligned to your chosen US or European working window.
Extended coverage
Additional shifts for evenings, weekends or periods your current team cannot cover.
24/7 coverage
Round-the-clock support, available with the scope, staffing and backup cover to sustain it.
The coverage plan comes with the people to deliver it.
Your proposal defines the channels, time zones, shifts, backup cover and escalation responsibilities. We size 24/7 engagements separately for the required shifts, workload and backup cover.
Discuss the hours your customers needStart with a defined
part of the work.
Choose a queue, issue type or coverage gap. You supply product knowledge and access approvals; SSL prepares the team and the day-to-day operation.
- 01
Map the work
Agree responsibilities, volumes, channels, coverage and the measures you will use to judge delivery.
- 02
Evaluate the team
Review the proposed specialists and lead, relevant skills and customer communication.
- 03
Prepare for your product
Turn your product knowledge into playbooks, escalation paths and practical training.
- 04
Check readiness and launch
Rehearse representative issues, resolve readiness gaps and begin the agreed queue with regular reviews.
Turn repeat tickets
into better decisions.
Your weekly review covers queue health, response performance, quality, recurring problems and actions. Each recommendation has an owner and a next step.
Illustrative operating review
- Pattern
- Reader configuration errors recur after terminal replacements.
- Recommendation
- Add device-profile verification to the terminal setup checklist.
- Ownership
- SSL drafts the check; your technical owner approves it. The next review looks for recurring configuration tickets.
A clear scope.
A clear commercial proposal.
Pricing follows the team, technical depth, workload and coverage you need.
Onboarding and recurring service fees are shown separately, with responsibilities, deliverables and review points agreed before work starts.
What is included in the recurring service?
The agreed support team, daily delivery management, scheduling, coaching, quality review and reporting. Your proposal names the channels, service window and responsibilities.
What does onboarding produce?
Product training, working playbooks, access setup, escalation paths and launch checks. Your team supplies product expertise and approvals; SSL manages team preparation.
How do we handle changing volume or coverage?
Review demand and service performance together. Changes to capacity, shifts or responsibilities are scoped before they become part of the service.
How soon can we start?
The launch plan follows your product complexity, access requirements, training and agreed readiness checks. The proposal gives you a practical sequence and dates for your engagement.
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