We don't do outsourcing support. Level 1 & 2 issues via live chat and help desk can easily manageable, but up to Level 3 It requires more time to investigate the issues. If you don't have the technical folks in a team, you should hire the outsourcing guys. They can work according to your requires and I am not against to hire outsource technicians.
Here is the great article of Inc Magazine "How Remote Teams Are Becoming the Future of Work".