Support
Real people, not a ticket queue. Our support desk is staffed entirely by Black Text employees — based in Australia, with extended coverage into European hours through a team member based in Spain. No subcontractors, no offshore call centres, no exceptions.
How coverage works
Support starts with our core team in Australia, working Australian Eastern Time business hours. Rather than handing off to an offshore night shift once that window closes, a dedicated Black Text team member based in Spain extends live coverage into European hours — the same company, the same standards, just a later timezone.
Australia
Our core support team, based in Australia and working Australian Eastern Time business hours — the first point of contact for every client.
Spain
A Black Text employee based in Spain extends live support into European business hours, widening your coverage window without ever leaving the company.
No offshoring, full stop
Every person who picks up your ticket is a direct, salaried employee of Black Text — not a subcontractor, not a BPO partner, not an offshore call centre reading from a script. Same team, same accountability, wherever they’re based.
What’s included
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- Automated onboarding and offboarding workflows for your employees
- Risk-based alerting with real remediation, not just a notification
- Structured ticket intake, tracked end-to-end in your client portal
- Direct access to the same in-house team, not a rotating outsourced pool
- Two-way identity verification via Microsoft Authenticator on every ticket, triggered on our side — confirming both the requester and the responding agent, with the result logged against the ticket
Want to know what support would look like for your team?
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