Delivery standard
80%+ L1 first-contact resolution rate, freeing engineering teams to focus on L2/L3 issues and product development
What this service is designed to deliver when deployed inside your workflow.
Digital Customer Experience (CX)
Technical Support (L1) Outsourcing for UK Companies.
Your engineers are answering password reset tickets instead of shipping features. Offload L1 technical support to Nairobi — agents with BSc degrees, trained on your product, resolving 80%+ of tickets before escalation — from £9,600/year.
9:00–18:00 UK time (GMT+3)
|EOR or Managed Services
|7–14 days from signed agreement
Overview
What is Technical Support (L1)?
Technical support (L1) outsourcing deploys trained agents to handle first-line technical queries: account access, configuration issues, known-error workarounds, and basic troubleshooting. Treba's L1 agents in Nairobi hold computer science or IT degrees and work inside your ticketing system and knowledge base to resolve issues at first contact or escalate with full diagnostic context to your L2/L3 engineering team.
Typical client
UK SaaS companies, managed service providers, and technology firms where engineering time is being consumed by L1 tickets that don't require developer intervention
At a glance
How Treba delivers.
The operating facts behind technical support (l1): delivery standard, team shape, and compliance model.
Typical team size
3–12 L1 agents per client, with dedicated escalation paths to your L2/L3 engineers
Scaled to project load and pipeline.
Compliance model
UK GDPR aligned — IDTA framework
Legal and data-transfer structure for the engagement.
UK loaded cost
£40,864/yr
Technical Support (L1/L2)
The challenge
Why UK companies struggle with technical support (l1).
Every L1 ticket your engineer handles costs you twice: once in direct time (£40–£60/hr for a mid-level developer) and once in context-switching cost (20–30 minutes of lost flow state per interruption). For most SaaS companies, 60–70% of technical support tickets are L1: password resets, configuration walkthroughs, known-bug workarounds, and 'how do I…?' questions. These don't require engineering judgement — they require someone who knows the product, has access to the knowledge base, and can follow a troubleshooting decision tree. But because you haven't separated L1 from L2/L3, your highest-cost staff are doing your lowest-complexity work. A UK-based L1 agent costs £28,000–£35,000 loaded. Hiring three of them to cover business hours costs more than a senior engineer who could be building the features that reduce ticket volume in the first place.
Outcomes
What you'll achieve.
See the shift from UK in-house benchmarks to Treba delivery outcomes.
Outcome
Cost Per L1 Agent (Loaded)
UK in-house
£40,864/yr
With Treba
£9,600/yr
Outcome
L1 First-Contact Resolution
UK in-house
50–65% (engineers handling L1)
With Treba
80%+ (dedicated L1 team)
Outcome
Engineering Time on Support
UK in-house
20–30% of sprint capacity
With Treba
< 5% (L1 filtered out)
Capabilities
What we deliver.
Product Troubleshooting & Known-Error Resolution
“Resolve 80% of tickets without touching your engineering team.”
Ticket Triage & Escalation Management
“Your engineers only see tickets that actually need engineering.”
Knowledge Base Maintenance & Gap Analysis
“Turn recurring tickets into self-service articles.”
Meet Your Next Hire
“I handle L1 support for a UK project management SaaS platform. My first-contact resolution rate is 86%. Last month I identified a recurring integration issue that was generating 120 tickets per month, wrote a troubleshooting guide for it, and ticket volume for that issue dropped to 15.”
BK
Brian K.
Senior L1 Technical Support Agent
Education
BSc Computer Science, Jomo Kenyatta University (JKUAT)
Certification
CompTIA A+, ITIL Foundation, Zendesk Support Administrator
Experience
3–7 years in technical support (l1) roles
Economics
UK loaded cost vs Treba.
Fully loaded comparison — Treba cost includes salary, Nairobi office, equipment, IT infrastructure, and full compliance. No hidden fees.
Save 79%
Remote from Nairobi
Content Moderator
Pre-vetted · Interview in 48hrs · Start in 7 days
UK Cost
£37,452
Treba Cost
£7,800/yr
You Save
£29,652/yr
How it works
How we deliver technical support (l1).
01
Discovery Call
Scope, volume, tools, compliance requirements. 1–2 days.
02
Talent Selection
Pre-vetted candidates matched to your brief. 3–5 days.
03
Tech & Compliance Setup
VDI/VPN access, NDA execution, DPA signing. 2–3 days.
04
Nest Training
2-week onboarding inside your systems with QA checkpoints.
05
Go Live
Full production. Weekly check-ins for first 30 days.
Engagement models
Two ways to work
with Treba.
Choose the model that fits your team. Switch anytime.
EOR (Employer of Record)
Managed Services
£17kAvg. annual
saving
saving
Your Treba team
James M.
KYC Analyst
Amina K.
Med. Transcriber
David O.
QA Tester
Total / yr£28,400
Compliance built in. Not bolted on.
UK GDPR + IDTA
International Data Transfer Agreement for lawful UK–Kenya data flows. Executed by legal counsel. Annual review.
Kenya DPA 2019
Modelled on EU GDPR. Regulated by ODPC. Enforceable. Equivalent protection.
ISO 27001-Aligned
Biometric access. Clean desk policy. CCTV. Network segmentation. No shortcuts.
Cyber Essentials
UK government-backed baseline cybersecurity certification. Audited annually. Public record.
Industries
Industries using this service.
Technical Support (L1) outsourcing for regulated UK industries.
Related services
Explore more.
Browse all Digital Customer Experience (CX) services
View the full list of services in this pillar
FAQ
Frequently asked questions.
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WE ARE TREBA
Start your technical support (l1) pilot today.
Save £31,264 per year with a dedicated technical support (l1) team in Nairobi. Pre-vetted professionals ready in 7–14 days. UK GDPR compliant.