Technical support that scales with your SaaS product
From L1 helpdesk to L2 troubleshooting, our Fiji-based tech support teams keep your users happy and your SLAs green, so your engineers can focus on building.
Full-stack support for SaaS teams
Your users expect fast, knowledgeable support. Our tech-savvy Fiji teams deliver it, across every channel, within your SLA targets.
L1 / L2 Technical Support
First-line triage and troubleshooting through to deeper technical investigation. Our agents learn your product inside-out, resolving issues efficiently and escalating intelligently when needed.
User Onboarding Support
Guide new users through setup, configuration, and first-value moments. Proactive onboarding support that reduces churn and accelerates time-to-value for your customers.
Ticket Management
End-to-end ticket lifecycle management across Zendesk, Freshdesk, Intercom, or your preferred platform. Proper categorisation, SLA tracking, and resolution documentation.
What does an outsourced SaaS support agent cost?
A technical support agent is typically Tier 3 work: NZ$19.55 or AU$16.80 per worked hour, all-inclusive and excluding GST, which is about NZD $2,985 a month full time. You are billed only for hours actually worked, and a team can start with one person.
More than just ticket resolution
We embed into your product workflow, maintaining knowledge bases, identifying bug patterns, and feeding insights back to your product team.
Knowledge Base Management
Keep your help docs current and comprehensive. Our teams write and update support articles, FAQs, and troubleshooting guides based on real ticket patterns, reducing future ticket volume.
SLA Adherence
We treat your SLAs as non-negotiable. Real-time monitoring, escalation protocols, and proactive workload management ensure your response and resolution targets are consistently met.
Bug Reporting & Feedback
Structured bug reports with reproduction steps, user environment details, and frequency data. We surface product issues and feature requests so your engineering team can prioritise effectively.
Multi-Channel Support
Chat, email, phone, and in-app messaging, your users get help wherever they are. Consistent quality across all channels with unified reporting and analytics.
Built for product-led companies
We understand SaaS metrics. Our teams are measured on CSAT, first response time, resolution rate, and the metrics that matter to your business.
Tech-Savvy Talent
Fiji's growing tech workforce provides agents comfortable with SaaS products, APIs, and technical troubleshooting. No more explaining what a browser cache is to your support team.
Timezone Coverage
Cover APAC business hours natively with Fiji-based support. Your users in Auckland and Sydney get same-timezone support from day one.
Scale On Demand
Launching a new feature? Running a promotion? Scale your support team up quickly and back down without the overhead of hiring and training internally.
Scale your SaaS support team
Book a call and we'll show you how a Fiji-based tech support team can improve your user experience.
SaaS and technology outsourcing, common questions
Real questions NZ and Australian SaaS founders and operations leaders ask before engaging NexOutsource.
Why is Fiji a good fit for SaaS customer support?
Tier 1 ticket queues benefit from timezone alignment with your engineering team's working day, ISO/IEC 27001:2022 certified information security on customer and product data, and a service-culture base that handles technical frustration with appropriate empathy. NexOutsource has supported SaaS and tech-product clients in NZ and Australia.
How does the team handle technical escalations to engineering?
Defined during onboarding. Common pattern: agent attempts resolution from a runbook; escalates to engineering only when repro steps are clean and the issue is reproducible. This reduces engineering interruption noise and improves ticket-to-bug-report quality.
What ticketing systems and tools do you work in?
Zendesk, Intercom, Freshdesk, Help Scout for support; Jira, Linear, GitHub Issues for engineering escalation; Slack for team comms. Onboarding covers your stack and your escalation paths.
How do you handle product changes that ship weekly?
Standard for SaaS. We ship product updates into onboarding via Loom-style walkthroughs and weekly product knowledge syncs with your product or engineering team. Agents stay current; knowledge-base contributions are a typical KPI.
What about access to production systems?
Only with permission scoping you define. Most SaaS clients keep tech support read-only on production; some grant scoped write access for known runbook actions (password resets, account un-suspends). NexOutsource hardware is encrypted; access tokens are agent-scoped.
See your team, costed, in two minutes.
Build it in the calculator, then a thirty minute call turns it into a written quote. Live in 3 to 4 weeks.