Answer every customer, not just the ones in office hours
Email, chat, phone and social handled to your tone and your service targets.
VirtuaCore customer support agents handle inbound enquiries across email, live chat, phone and social channels inside your existing helpdesk. Coverage hours, response-time targets and escalation rules are agreed before anyone starts, so you extend service hours without changing how your team works.
Who you actually get
Distinct roles with distinct scopes. Hiring "a VA" is how the work stays undefined.
Customer Support Agent
Handles inbound tickets, chat and calls to your response targets, escalating on rules you define rather than on guesswork.
Customer Success Coordinator
Runs proactive follow-up: onboarding check-ins, renewal reminders and the outreach that stops churn before it starts.
What stops landing on you
- Stop letting overnight tickets age into complaints
- Stop pulling your operators off billable work to answer chat
- Stop losing customers to a slow first response
- Stop capping your service hours at your local office hours
What they are accountable for
Tools they already work in
No licence cost to us, no training week to you.
Questions about this role
Will customers know they are talking to an outsourced agent?
Can you cover nights and weekends?
How do you keep quality consistent?
Other roles
Scope the role before you hire for it
Thirty minutes to write down the job properly. You keep the scope whether or not you go ahead with us.