Connext provides outsourced help desk services for SaaS, IT services, telecom, and fintech companies: dedicated teams covering Tier 1 and Tier 2 support across tickets, live chat, email, and phone.
Your agents work only for you, inside your own help desk tools and on your hours. You choose every hire; Connext handles recruiting, payroll, compliance, and facilities.
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21
Average days to first hire
94%
Of hires still on the team at 90 days
Top 4%
Of applicants endorsed to clients
Quick answer
A dedicated help desk team is a group of support agents who work only for your company, answering customer tickets, chats, emails, and calls at Tier 1 and Tier 2. At Connext, you interview and choose every agent, and they work inside your own help desk tools. Connext handles recruiting, payroll, compliance, and facilities.
A digital lending company founded in 2022 partnered with Connext in September 2023, starting with four title, closing, and property validation specialists. As the business grew, Connext built the company's first offshore HelpDesk team and added bilingual English and Spanish support from Colombia. The team reached 20 people by mid-2024, and offshore team members have since been promoted to Team Lead and Senior Specialist roles.
20
People on the team by mid-2024, up from 4
"Connext has been instrumental in helping us grow. Their teams are fast, reliable, and culturally aligned — and they've given us the confidence to expand our operations nationwide."
Virginia-Based Digital Lending Company
Tier 1 Support
Password resets, account access, how-to questions, order and billing lookups, ticket triage.
Tier 2 Troubleshooting
Configuration issues, bug reproduction, log review, clean escalation notes for engineering.
Live Chat and Email
In-app chat, web chat, shared inboxes, macro and canned-response upkeep.
Voice Support
Inbound support lines, scheduled callbacks, warm transfers to your Tier 3 team.
24/7 and After-Hours Coverage
Overnight queues, weekend shifts, holiday coverage across time zones.
Knowledge Base and QA
Help center articles, ticket tagging, QA scoring, trend reports on repeat issues.
Bilingual Support
English and Spanish queues staffed from Colombia and Mexico.
Help desk channels
Show allYour customers don't keep business hours, and your help desk shouldn't either. Connext teams in the Philippines, Colombia, Mexico, and India cover overnight and weekend queues on staggered shifts, so tickets get answered while your U.S. team sleeps.
Chat agents train on your product, macros, and tone before they take a live conversation. They resolve what they can in the chat window and hand off the rest with full context, so customers never repeat themselves.
When a ticket needs more than a reset, Tier 2 specialists reproduce the issue, check logs and configurations, and either fix it or write an escalation your engineers can act on without a follow-up call.
One team covers email, chat, phone, in-app messaging, and social, inside the same ticketing system, so every channel follows the same SLAs and every customer's history sits in one place.
Agents work in your help desk platform, with logins you provision and permissions you control. Ticketing systems, support portals, and call and chat routing stay yours; Connext supplies the people, workstations, and connectivity.
No channel selected. Choose a channel or show all.
AI supports ticket tagging, routing suggestions, and draft replies, while your help desk agents own the answer: the judgment call, the exception, and the customer conversation.
1
We map your queue first: channels, ticket volume by tier, hours to cover, tools, and escalation paths, then write the job description against it.
2
AI-supported screening, skills assessments, and a Connext operations interview narrow applicants to the top 4%. First candidate packets arrive in 5 to 7 days, and you interview and choose every hire.
3
Your team trains agents on your product, macros, and SLAs before go-live. Connext adds onboarding support and ongoing development through Connext University.
4
Your in-country team manager runs weekly account reviews and reports on utilization, productivity, and quality, with a 50:1 employee-to-manager ratio.
5
As Employer of Record, Connext handles HR, payroll, compliance, IT, and facilities. You run the queue, set the KPIs, and add seats as volume grows.
Role
U.S. hire, fully loaded (per year)
Connext, all-in (per year)
Difference
IT / Service Desk
~$86,000
~$28,000
67% lower
Customer Support
~$63,000
~$20,000
68% lower
Illustrative estimates from Connext's 2026 Company Introduction deck, based on U.S. market averages and Connext ROI calculator methodology. U.S. figures = base salary + 32% benefits and payroll taxes + recruiting cost + annualized turnover cost. Actual costs vary by role, seniority, and location.
Rates for Tier 1 and Tier 2 support roles, plus the service desk manager who oversees them.
Role
Entry
Mid
Senior
Help Desk Specialist (Tier 1)
$1,847–2,008
$2,040–2,190
$2,220–2,371
Service Desk L2
$2,220–2,522
$2,522–2,823
$2,823–3,275
Service Desk Manager
$2,974–3,877
$3,877–4,781
$4,781–5,986
Source: Connext Role & Bill Rate Estimates rate card, as of October 2026. Figures are monthly and fully loaded.
Run the numbersYou interview every candidate from a shortlist built from the top 4% of applicants, and no one joins your queue without your approval.
Your dedicated help desk team works only on your account, so product knowledge compounds instead of resetting every time staff get reassigned.
94% of Connext hires are still in place at 90 days and 91% at six months, supported by Great Place to Work Certified workplaces in the Philippines and Colombia.
Connext holds SOC 2 Type II certification and is HIPAA compliant, with biometric access control, monitored workstations, and documented access controls audited annually.
Delivery centers in the Philippines, Colombia, Mexico, and India cover overnight, weekend, and bilingual queues without a U.S. night shift.
The model that took an Austin IT services company from one L2 specialist to a growing service desk team, and a Virginia fintech from four specialists to its first offshore help desk, is the same one open to a first-time client.
Factor
In-House Hiring
Traditional Help Desk Outsourcing
Connext
Who picks the agents
You, from your local market
The vendor
You, from a shortlist of the top 4% of applicants
Time to first hire
Your full recruiting cycle
Set by the vendor's onboarding schedule
21-day average; first candidates in 5 to 7 days
Product knowledge
Stays with your staff
Spread across agents serving several clients
Agents work only on your account
Day-to-day management
All on you, including HR and payroll
Vendor-run, with reporting on the vendor's terms
Co-managed: you run the queue; an in-country team manager handles HR, IT, payroll, and compliance
Cost per IT / service desk role (illustrative)
~$86,000 a year, fully loaded
Per-seat or per-ticket pricing
~$28,000 a year, all-in
Fast answers come from people who have learned your product and plan to stay. Connext finds them, you choose them, and together you build a help desk your customers trust from the first ticket.
