What Does Technical Support Mean?

Technical support (tech support) refers to a range services companies provide to their customers for products such as software, mobile phones, printers, and other electronic, mechanical or electromechanical products. Technical support services usually provide users with help in solving some common problems rather than providing training on how to use the product.

Techopedia Explains Technical Support

Technical support is usually delivered over telephone, via email, over chat (IM) or using special software or software extensions that the user can employ to directly contact tech support. Technical support representatives are very familiar with the ins and outs of the products for which they provide support. If there is a problem that cannot be solved by the tech support, it 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 a few key types of technical support:

• Time and Material: This type of support is common in the tech industry. Also known as “break-fix” IT support, the payment of the materials and technician service charge falls upon the customer for a pre-negotiated rate.
• Managed Services: This is usually given to large-scale customers rather than individual consumers. A list of well-defined services and performance indicators are provided to the customer on an ongoing basis for a fixed rate, which is agreed upon on contract. Services provided could be 24/7 monitoring of servers, 24/7 help desk and the like. This may include on-site visits when problems cannot be solved remotely.
• Block Hours: This is a prepaid support system where the customer pays for a certain amount of time, which can be used per month or per year. This allows customers to use the hours flexibly without the hassle of paper work or multiple bills.
  

  Technical Support Job Description Template

  We are looking for technically skilled candidates with excellent interpersonal skills for the technical support position. Technical support officers troubleshoot technical issues, provide timely customer feedback, and support the roll-out of new applications, among other duties.

  Moreover, technical support officers need to talk to customers directly, as well as create written documentation, requiring excellent written and verbal communication.

   

  

• Technical Support Responsibilities:

  • Identifying hardware and software solutions.
  • Troubleshooting technical issues.
  • Diagnosing and repairing faults.
  • Resolving network issues.
  • Installing and configuring hardware and software.
  • Speaking to customers to quickly get to the root of their problem.
  • Providing timely and accurate customer feedback.
  • Talking customers through a series of actions to resolve a problem.
  • Following up with clients to ensure the problem is resolved.
  • Replacing or repairing the necessary parts.
  • Supporting the roll-out of new applications.
  • Providing support in the form of procedural documentation.
  • Managing multiple cases at one time.
  • Testing and evaluating new technologies.
  • Conducting electrical safety checks on equipment.

  Technical Support Requirements:

  • Degree in computer science or information technology.
  • Certification in Microsoft, Linux, or Cisco is advantageous.
  • Prior experience in tech support, desktop support, or a similar role.
  • Proficiency in Windows/Linux/Mac OS.
  • Experience with remote desktop applications and help desk software.
  • Attention to detail and good problem-solving skills.
  • Excellent interpersonal skills.
  • Good written and verbal communication.