A Guide to Technical Support Services Technical support refers to a range of services that are provided by companies, that are into this kind of business, to their customers such as software, mobile phones, printers, and other electronic, mechanical or electromechanical products. Technical support is usually performed over telephone, via email, over chat (IM), or using special software or software extensions which a user can employ to directly contact for tech support. Companies that are into the technical support service business sees to it that there technicians are well-trained with the ins and outs of these mentioned products, such that if there is a problem that cannot be solved by technical support, this concern is escalated to the development team and logged as a bug that should be fixed by a future product update or the next product iteration. There are types of technical support: time and material, which is otherwise known as “break-fix” IT support in which the payment of the materials and technician service falls upon the customer for a pre-negotiated rate; managed services, which is offered to large-scale customers than individual customers on an ongoing basis for a fixed rate and agreed on a contract and services could either be 24/7 monitoring of servers or 24/7 help desk, including on-site visits in situations when the technical problems cannot be solved remotely; and block hours, which is a prepaid support system where the customer pays for a specific amount of time that can be used per month or per year and which allows customers to use the hours flexibly without the hassle of paper work or multiple bills.
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Monitoring and maintaining the computer systems and networks, installing and configuring computer systems, diagnosing hardware/software faults and solving technical problems, either on the phone or on-site, are basic work functions of a technical support technician working in a technical support service company. Working with customers/employees to identify computer problems and advising on a proper technical solution; logging and keeping records of customer/employee queries; analysing call logs to spot on common trends and underlying problems; updating self-help documents so customers/employees can try to fix problems themselves; working with field engineers to visit customers/employees; and testing and fixing faulty equipment, all these tasks are designed for technical support technicians who are working in a software or equipment supplier company.
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Aside from a strong technical background, employers are looking for technical support technicians who are able to explain complex information in simple, clear terms to a non-IT personnel, as well as skills in the following categories: ability to assess each customer’s IT knowledge levels; ability to deal with difficult callers; logical thinker; good analytical and problem solving skills; up-to-date technical knowledge; an in depth understanding of the software and equipment; good interpersonal and customer care skills; and good accurate records keeping.