Should You Offshore Customer Support & Technical Support?
Customer support and technical support play a direct role in customer satisfaction, retention, and brand trust. As companies grow, these functions often become more complex and resource-intensive to manage in-houses.
Many organizations choose to offshore customer support and technical support roles to the Philippines and Colombia to improve coverage, manage costs, and maintain service quality—without overloading internal teams.
This page outlines what customer support and technical support offshoring involves, why companies choose this model, and the types of roles that can be supported offshore.
What is Customer Support & Technical Support Offshoring?
Customer support and technical support are related but distinct functions:
Customer Support
Handles inquiries, requests, and issues related to products or services across channels such as phone, email, and chat.
Technical Support
Provides troubleshooting and assistance for software, hardware, platforms, and internal systems.
Offshoring these roles means building dedicated support teams in the Philippines or Colombia to handle these functions as an extension of your business, while core strategy and oversight remain with your internal leadership.
Why Companies Offshore Customer & Technical Support
Organizations offshore support functions for several practical reasons:
- Rising costs of in-house support teams
- Difficulty hiring and retaining support staff locally
- Need for extended or round-the-clock coverage
- Increasing support volume as customer bases grow
- Desire to shift internal teams toward higher-value work
The Philippines and Colombia offer established talent markets with strong communication skills and experience supporting international customers.
Benefits of Offshoring Customer Support & Technical Support
Cost Control
Support roles can often be staffed more cost-effectively in offshore markets compared to onshore hiring, without compromising service standards.
Extended Coverage
Offshore teams enable longer support hours or 24/7 coverage without placing additional strain on local teams.
Improved Responsiveness
Dedicated offshore teams allow faster response times across phone, email, and chat channels.
Access to Skilled Talent
The Philippines and Colombia have deep pools of professionals experienced in customer service platforms, ticketing systems, and technical support environments.
Reduced Operational Risk
When paired with an Employer of Record model, payroll, employment compliance, and statutory requirements are handled locally, reducing legal and administrative exposure.
Book a free consultation with KMC to start saving money, enhancing the patient experience, and mitigating risk with full-service EOR and financial offshoring solutions.
Examples of Customer Support & Technical Support Jobs That You Can Offshore
KMC Teams can fill virtually any support role with reliable candidates that match your specifications and culture, but these are some of the most common positions we fill with qualified talent.
Inbound & Outbound Customer Service
When customers call, offshore support answers fast, 24/7. In addition, offshore candidates can handle outbound calls to shoppers & customers to improve your reputation and drive more sales.
Internal and External Helpdesk Support
Not only does offshore customer and tech support answer inbound calls from customers, but they can also provide assistance to your in-house staff, which means less downtime and faster resolutions.
Email & Live Chat Support
Offer online support with dedicated live chat and email support services. Whether you need to answer an inquiry on your website or help someone set up a product, KMC offshore centers can handle it.
Network Support
Your network is at the center of your operations. Keep it fast and secure to ensure efficiency throughout all levels of your organization by outsourcing with qualified, hard-working talent in the Philippines.
Software & Hardware Support
Offer hardware and software support to ensure a pleasant customer experience by leveraging a 24/7 support center. This can reduce returns, complaints, and poor reviews.
Customer Support & Technical Support Roles We Can Hire
Common roles supported through offshore hiring include:
- Customer Support Associate
- Technical Support Specialist
- Service Desk Engineer
- Customer Operations Specialist
- Client Service Manager
- Phone Enablement Specialist
- Customer Support Trainer
- Ticket Support Specialist
- Training and Communications Lead
Didn’t find the role you need on this list? KMC Teams can also hire any Customer Support & Technical Support-related roles that your company needs by custom-tailoring talent based on your unique specifications. That means, you get highly skilled and culturally aligned candidates to help you reach and exceed your objective.
KMC Teams is capable of recruiting any Customer Support & Technical Support Offshore Team candidates that your company needs.
How Offshore Support Teams Work with KMC
- Define Support Requirements
Align on coverage needs, tools, and service expectations.
- Recruit and Screen Candidates
Source support professionals in the Philippines or Colombia based on role requirements.
- Hire and Onboard
Employment contracts, payroll setup, and onboarding are managed locally.
- Operate and Scale
Teams receive ongoing HR and administrative support while you manage performance and service delivery.
KMC Solutions is the Philippines’ premier Employer of Record (EOR) and flexible workspace provider, trusted by global businesses to build high-performing offshore teams with speed and full compliance.
Here’s what sets us apart:
Time-to-Hire:
2–4 weeks
Client Retention Rate:
90%+
Global Clients Served:
400+
EOR Countries:
Philippines, Vietnam, Mexico, Colombia
Talent Base Managed:
6,000+ employees
Office Locations:
30+ across 4 countries
Certifications:
ISO 27001, ISO 9001, B Corp, Great Place to Work Best, Place to Work, HR Asia Best Companies to Work
Housing Program:
CASA Co-Living for seamless relocation and retention
See What Some of Our 400+ Clients Say
Talk to KMC Teams
If you’re evaluating customer support or technical support offshoring in the Philippines or Colombia, KMC Teams can support recruitment, onboarding, employment, and compliance—so your teams can focus on delivering consistent, reliable support.