In small companies support should be done by people responsible for the corresponding product.

A random support person located in a country with low costs may look tempting at the first sight. But at the end the easy repetitive answers are handled by a person who is often not that familiar with the product and the hard ones still need to be reviewed by the next level.

It’s even worse. Your support employee is probably making a living on the shortcomings of your product. There is not a lot of benefit in improving it or make it better.

If you let for instance do a programmer do the support for the software she/he created, this looks different. Because programmers are lazy and problems can be solved with code they would rather improve the product, instead of just answering the same question over and over again.