Should You Offshore Customer Support & Technical Support? Benefits and Examples of Customer Support Offshore Solutions
Excellent support protects revenue and reputation—but in Australia it’s costly to run 24/7 and hard to staff consistently. Offshoring customer service and tech support lets you extend hours, add coverage and control costs without lowering quality.
In the Philippines, you tap a large, English‑proficient talent market with strong CX culture and AU‑friendly time‑zone overlap. With KMC Teams, you also get a full‑stack Employer of Record (EOR) to handle contracts, payroll, benefits and compliance—so your offshore team plugs in quickly and safely.
Before diving into the benefits, what do we mean by customer and technical support offshoring?
What is Customer Support & Technical Support Offshoring?
Customer support and technical support are closely related but distinct—useful to define before you offshore:
- Customer Support: Handles inquiries, complaints and “how‑to” questions about your products and services across phone, email, chat and social.
- Technical Support: Assists with software, hardware and network issues for your apps, devices and systems—often using knowledge bases and remote tools.
Moving these functions offshore to a specialist team reduces the load on your in‑house staff while enabling reliable, round‑the‑clock service. With the right partner, you maintain brand standards and lift CSAT.
Why Should You Offshore Your Customer Support & Technical Support Services?
Many Australian companies face rising wages, after‑hours penalties and tight talent pools—making coverage expensive and uneven. Others need to support customers beyond AEST/AEDT without burning out local teams.
Offshoring to the Philippines adds trained capacity at a lower total cost, with strong English communication and cultural alignment. With KMC as your EOR, you gain speed‑to‑hire and guardrails for data, tax and labour compliance.
Benefits of Offshoring Your Customer Support & Technical Support Services
There are meaningful advantages to offshore support when you partner with an experienced provider that can recruit, employ and manage teams to your playbooks.
Reduce Costs
Lower total support costs while preserving quality. KMC’s cost‑transparent EOR model removes entity setup and streamlines employment admin.
Offer 24/7 Support
Serve customers whenever they need help. AU↔PH time‑zone overlap enables real‑time collaboration; night‑shift coverage unlocks true follow‑the‑sun.
Solve Staffing Challenges
Access deep talent pools for customer service, helpdesk and technical roles. Your AU team focuses on higher‑value work while offshore teams handle volume.
Reduce Training Time
Leverage pre‑screened, role‑ready specialists accustomed to CX tools and procedures, so onboarding is faster and more predictable.
Improve Response Time
Expand queue coverage and shrink wait times across phone, email and chat—driving better CSAT and fewer escalations.
Mitigate Risk
KMC assumes employer‑of‑record liability in the Philippines and enforces security and privacy controls mapped to international standards. Contracts, access and training align to your policies.
Book a free consultation with KMC to start saving money, enhancing your business, and mitigating risk with full‑service EOR and customer and tech support offshoring solutions.
Examples of Customer Support & Technical Support Jobs That You Can Offshore
KMC Teams recruits and manages the roles that keep your customers supported and your systems running.
Inbound & Outbound Customer Service
Answer customer contacts promptly and handle proactive outreach to improve retention and reputation.
Internal and External Helpdesk Support
Support both customers and employees so issues are resolved quickly and productivity remains high.
Email & Live Chat Support
Offer fast, on‑brand written support via your website, apps and social channels.
Network Support
Monitor and troubleshoot networks to keep core operations stable and secure.
Software & Hardware Support
Assist with installations, configurations and troubleshooting to reduce returns and negative reviews.
List of Customer Support & Technical Support Roles We Can Hire for You
- Client Service Manager
- Technical Support III
- Customer Support Associate
- Phone Enablement Specialist
- Service Desk Engineer
- Customer Support Trainer
- Customer Operations Specialist
- Customer Service Representative
- Customer Ticket Support
- Training & Communication Lead and many more
Didn’t see your exact role listed? KMC Teams can tailor hiring to your stack and standards, ensuring culturally aligned specialists who meet your KPIs.
Click to book a free consultation to tell us about your goals and needs today!
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If you need an Employer of Record in the Philippines, work with us!
KMC is ISO‑certified and one of the Philippines’ largest end‑to‑end EOR providers. We deliver customer‑centric solutions and long‑term partnership. Contact our experts today—we’re ready to help power your company’s growth.