Customer & Technical Support Agents
Agents recruited onto your team and screened against your actual ticketing platform, product and escalation path — not a generic call-centre profile.
Frontline support is often the only technical impression a customer receives. An agent who has never seen your platform reveals that on the first call.
This is the Recruitment specialization for frontline staff screened against your actual ticketing platform, product and escalation path rather than a generic call-centre profile.
Bought on the same two models as engineering roles, scaled by agent count and coverage hours.
Recruitment & Staffing — the first of three service lines. Recruitment gives you the people; Professional & Managed Services does the work for you; Consultancy decides what work should be done.
This page is about recruiting agents onto your own team. If you would rather Lumensoft ran the helpdesk as a managed service under your brand, that is the White-Label IT Helpdesk instead.
What that costs you
Why the usual answer fails
General staffing fills support seats with people who have never seen your ticketing system, your product or your escalation path. The gap shows up on the first call, in handle time and resolution rate.
How we work
Candidates are assessed against the specific platform, product and escalation workflow they will work in, alongside communication and judgment under pressure.
Scoping a support queue properly usually means asking what your current tickets actually contain: the ratio of password resets to genuine technical triage determines whether you need a support agent or an engineer, and those are different hires at different rates.
Platforms we screen against
How it is bought
| How it works | Commitment | |
|---|---|---|
| Co-Managed | Lumensoft employs, you direct the queue | 7-day shortlist guarantee; free replacement for the life of the project |
| Dedicated | Agents on your payroll from day one | 30-day hiring guarantee; 90-day replacement guarantee |
Client-facing queues screened against the platforms those clients run.
Sourcing and screening for technical support roles.
Guest-facing technical and property-systems support.
HIPAA-aware staff for clinical-adjacent queues.
You are likely in scope if any of these is true:
Co-Managed placement carries the 7-day shortlist guarantee and free replacement for the life of the project.
Common questions
White-Label Helpdesk is a managed service — Lumensoft owns the outcome on a retainer and delivers under your brand. This is recruitment: agents join your team under your direction.
Candidates are assessed on familiarity with your specific ticketing system, product and escalation workflow during role scoping, not on general customer service experience.
Yes. Engagements start at a defined agent count and scale with demand, which is one reason Co-Managed suits variable volume better than permanent hiring.
Yes. For healthcare-adjacent queues, agents are screened and trained on HIPAA-specific data-handling procedures.
Yes, including overnight and weekend shifts, defined in the statement of work.
Familiarity with the specific ticketing platform, product and escalation path they will work in — not general customer service experience. The ratio of password resets to genuine technical triage in your current queue determines whether you need a support agent or an engineer, and those are different hires at different rates.
Related services
If you would rather buy the outcome than the headcount, the White-Label IT Helpdesk runs the desk under your brand on a retainer instead.
White-Label IT Helpdesk — Lumensoft owns the desk on a retainer, under your brand.
Who We ServeWhite-label engineering, NOC and helpdesk capacity delivered under your brand.
OverviewAll five roles, both engagement models, and one screening standard.
Thirty minutes to define the platform, the volume and the coverage hours.