What Does technical support Mean
The notion of support is used to name something that provides an endorsement, which can be physical or symbolic. The technical, on the other hand, is associated with what is applied in science or an artistic discipline.
The support , therefore, is an assistance offered by companies to their customers to use their products or services . The purpose of technical support is to help users solve certain problems.
For example: “I can't connect to the Internet: I'm going to have to call technical support to explain what is happening” , “I followed all the instructions that the technical support team gave me but the system still does not work” , “Hiring our service, you will have unlimited technical support 24 hours a day ” .
In general, computer companies have technical support available to their users. Care is provided by phone, over the Internet or, in some cases, through visits by staff to the client's home. Technical support can help you remotely resolve a programming error in software or a faulty hardware installation , to name two possibilities.
Importantly, the care provided through technical support does not typically include user training or education. This means that if the person contacts technical support because they do not know how to use the service, it is most likely that the attending employee will refer them to another sector and not instruct them. For this reason, many companies have two different areas: on the one hand, technical support, and on the other, the training sector.
Providing good technical support is easy if the company takes responsibility from day one, since it has all the necessary information to do so, but unfortunately it is not very common in the real world. What are the pillars of this service? In short, make available to clients a team of adequately trained people to listen to their complaints, understand them and offer them the right help .
This may seem logical, but there are many companies that fail in one of these aspects, and they only generate dissatisfaction in the unfortunate customers who received a defective product or who require technical support to overcome a problem covered by the warranty . This often leads to loss of trust, refoulement and change to another company, without neglecting defamation on social media. All of this can be avoided by organizing the service well from the start.
When a customer contacts the technical support team , the first step is to describe the problem that prompted them to request help. This point is crucial: if you think that the person on the other end of the phone or chat does not have enough technical knowledge to understand your explanation, the situation is really worrying; otherwise, it is possible to proceed with the work.
It is true that the first employee with whom the client must speak is not usually an expert at a technical level, but someone capable of understanding the problem and knowing if it is something that can be easily solved, that can be achieved in that same stage, or if it really needs to be elevated to the technical department proper . This serves to lower costs, since the salary of these recruitment personnel is lower than that of the experts. However, this in no way means that they may be completely lacking in knowledge to the point of confusing the customer or denying him the attention he requires.