Your customers are merchants. When their tills stop, so do their sales.
Merchant-facing support and operations for POS vendors, commerce platforms and retail SaaS companies: onboarding, Tier 1–2 technical support, payments and hardware troubleshooting, and catalog and integration work, staffed from the Philippines inside your ticketing, CRM and merchant admin tools. For companies that sell technology to retailers.
John Maczynski, CEO · Ralf Ellspermann, CSODesigned for programs scaling from 5 – 500+ FTEs
We sell POS and commerce software to retailers. Our queue mixes onboarding calls, hardware faults, payment questions and integration tickets. What can an offshore team take on, and what should stay in-house?
Start with the work that follows a known system and a written script: merchant onboarding and account setup, how-to questions, Tier 1 technical triage, POS hardware troubleshooting by phone or remote session, and payment and payout status. Add Tier 2 once agents know your product and your escalation rules: integration errors, menu and catalog sync, and configuration changes made inside your admin tools. Keep product decisions, risk and underwriting approvals and engineering fixes with your own teams, and give the vendor a written handoff for each. Staff to your merchants’ trading hours rather than your office hours. Retailers and restaurants are busiest on evenings, weekends and holidays, which is when a dead terminal costs them the most. Measure the team on merchant outcomes, such as time to first transaction, first-contact resolution, merchant uptime and churn, rather than tickets closed.
Retail tech support bought on cost per ticket alone leaves merchants waiting when they can least afford it. Providers here are scored on activation, first-contact resolution, merchant uptime and retention.
Four queues: onboarding, technical support, payments and platform operations.
One team working from your knowledge base, ticketing system and merchant admin, with role-based access and a written escalation path to product, risk and engineering.
Account setup, hardware shipment tracking, guided installation, menu and catalog loading, staff training calls and the first live transaction, measured on time to activation and early churn.
Terminal, printer, scanner and cash-drawer troubleshooting, connectivity and offline mode, software updates and configuration changes, with remote sessions and a clear handoff to engineering for defects.
Payout timing, failed transactions, chargeback and dispute intake, fee questions and account verification, handled in PCI DSS-governed environments, with risk and underwriting decisions kept with your team.
Product and menu data, inventory and pricing sync, marketplace and delivery-app integrations, app and plugin support, and the back-office queues that keep merchant accounts accurate.
This page is for retail technology companies. The retail page is for retailers.
Three pages sit close together. Use this one if your customers are merchants; use the retail page if your customers are shoppers; use the SaaS page for software support outside retail.
Merchant onboarding, POS and payments support and platform operations for POS vendors, commerce platforms and retail SaaS companies.
Omnichannel care, peak surge and returns for retailers serving shoppers in store and online.
Retail customer care →Tier 1–2 support, onboarding and renewals for software companies outside retail.
SaaS support outsourcing →Indicative 2026 rates — priced by role, fully loaded per hour.
Ask each vendor to price the same role mix against your merchants’ trading hours, including weekend and holiday cover. Final rates through a competitive proposal among vetted providers. Rates confirmed per engagement.
Scope my merchant support team →Test the vendor on a Saturday-night terminal outage, not on the demo.
Tell us your product, merchant base and support hours, and we’ll return a free shortlist of vetted providers that already support retail technology companies, with a paid pilot on live tickets before full volume moves.
Two Decades Building and Advising Award-Winning Philippine BPO Operations
Ralf grades Philippine providers on operating data, compliance evidence and leadership depth before any benchmark reaches this page.
View full bio →
Former Global EVP of the World’s Largest Contact Center · Four Decades of Outsourcing Experience
John reviews the pricing and contract architecture behind each program, keeping this page grounded in live vendor terms.
View full bio →Re-audited as POS, payments and commerce platforms change. Every benchmark on this page is held to PITON-Global’s internal vetting standard.