Enterprise-Grade Support Infrastructure for Growing Businesses"
We build and operate your customer and technical support infrastructure with the precision of an in-house team, freeing your core personnel to focus on product development, sales, and strategic growth.
24/7 customer support operations across email, chat, and phone channels that protect your brand reputation and deliver consistent, quality experiences to every customer.
Multi-platform technical support covering web applications, mobile apps, and software systems, with structured troubleshooting processes that resolve issues efficiently and reduce escalations.
From early-stage companies establishing their first support function to mid-market businesses scaling from 10 to 100+ support interactions daily, we provide flexible engagement models that grow with your volume and complexity.
Schedule a 30-minute needs assessment to see how our support infrastructure can reduce your operational burden within 30 days.
Get Started TodayFounded in 2024 by support operations veterans, Multytouch provides dedicated customer and technical support teams that function as seamless extensions of your business. We deploy structured onboarding, quality assurance frameworks, and performance metrics that give you complete visibility and control—without the overhead of building an internal support department.
Our 14-day intensive onboarding process transforms our agents into product experts through structured knowledge transfer sessions, hands-on product training, customer journey mapping, and comprehensive documentation review. We don't just learn your FAQ—we understand your customer's problems, your product's architecture, and your competitive positioning. This depth of preparation enables our team to troubleshoot independently, provide accurate answers without constant escalation, and communicate with the authority and tone that reflects your brand standards. The result: your customers experience support that feels native to your company, while you gain the operational efficiency and cost structure of a specialized BPO partner—typically 40-60% more cost-effective than equivalent in-house teams.
Customer Support Operations: Full-cycle ticket management covering pre-sales questions, technical troubleshooting, billing inquiries, account management, and retention support across your preferred platforms (Zendesk, Intercom, Freshdesk, Help Scout, or email).
Technical Support Services: Tier 1 and Tier 2 technical support for software applications, including bug reproduction, log collection, systematic troubleshooting, escalation management, and resolution tracking with detailed documentation for engineering handoffs.
Flexible Engagement Models: Start with as few as 2 dedicated agents and scale to full team coverage as your business grows. Month-to-month contracts with 30-day scaling flexibility mean you're never locked into rigid capacity commitments.
What makes Multytouch different from traditional BPOs and freelance support contractors:
Tailored support solutions designed to meet your unique operational needs.
Product Expertise Over Scripts: We invest 40+ hours per agent in product training before handling live customers. Our agents understand your product architecture, not just scripted responses. This reduces escalations, improves first-contact resolution, and creates better customer experiences.
Technical Capability: Our support agents have foundational technical skills including log analysis, API basics, database query understanding, and systematic debugging approaches. We can handle complex technical support—not just password resets.
Transparent Performance Tracking: Access real-time dashboards showing response times, resolution rates, customer satisfaction scores (CSAT), and ticket volumes. Weekly performance reviews and monthly optimization sessions ensure continuous improvement
Dedicated Team Model: You work with the same support agents consistently—not a rotating pool of contractors. This builds institutional knowledge, reduces training overhead, and creates genuine partnership.
Process Integration: We adopt your existing tools, communication channels (Slack, Teams, Discord), and workflows. Our agents operate within your ticketing system, follow your macros and templates, and maintain your brand voice guidelines.
Quality Assurance Program: Minimum 10% of interactions undergo quality review with documented feedback, coaching, and calibration sessions. We maintain detailed performance records and conduct root cause analysis on recurring issues.
Ready to Build Your Support Infrastructure? Book a 30-minute needs assessment call. We'll discuss:
Join a Growing Support Operations Team.
We're building a world-class support organization where professional development, product mastery, and customer impact matter more than call time metrics.
At Multytouch, support agents aren't disposable resources reading scripts—they're skilled professionals who become genuine experts in the products they support. We invest heavily in training, maintain manageable workloads, and promote from within.
Structured training on technical skills, customer psychology, advanced troubleshooting, and professional communication. Clear progression from Support Agent → Senior Agent → Team Lead → Operations Manager.
Process Improvement Culture: We actively solicit agent feedback on workflows, tools, and client processes. Best ideas are implemented and recognized, not ignored.
You'll become a genuine expert in innovative products across technology, e-commerce, and digital services—not just answering the same 5 questions forever."
Competitive base salaries 15-30% above market average for BPO roles, plus performance bonuses based on CSAT scores and efficiency metrics. Quarterly reviews with merit increases.
Fully remote positions available. Shift scheduling with predictable hours—no surprise overtime or constant schedule changes.
$500 annual allowance per agent for courses, certifications, or professional development resources (Coursera, Udemy, technical certifications).
Handle customer inquiries across email, chat, and phone for growing technology companies. Responsibilities include ticket resolution, product education, issue escalation, and maintaining detailed documentation. Requires excellent written communication, patience, problem-solving skills, and willingness to master new products.
Provide Tier 1 and Tier 2 technical support for software applications. Responsibilities include bug reproduction, log analysis, systematic troubleshooting, technical documentation, and engineering collaboration. Requires basic technical aptitude (HTML/CSS understanding, API concepts, database basics), analytical thinking, and clear technical writing.
Manage team of 5-12 support agents across specific client accounts. Responsibilities include quality assurance, performance coaching, escalation handling, client communication, and process optimization. Requires 2+ years support experience, 1+ year leadership experience, and demonstrated ability to improve metrics.
Identify and qualify potential clients who need support infrastructure. Responsibilities include outbound prospecting, needs discovery calls, proposal development, and partnership with operations for smooth client onboarding. Requires B2B sales experience, understanding of support operations, and consultative selling approach. Base + commission structure.
Let's discuss how we can support your growth.
Guaranteed response in 60 minutes
If we're a good match, expect a detailed proposal within 48 hours outlining team structure, onboarding timeline, performance metrics, and transparent pricing. If we're not the right fit, we'll tell you honestly and recommend alternatives that might serve you better.