Technical support representatives, also known as tech support reps, are responsible for providing customer service to individuals or companies and helping them troubleshoot technical difficulties. Technical support representatives can vary in location, but many work in call centers. Those who take incoming calls assist customers in resolving problems with their computers, Internet, phones, networks, etc. Other technical support representatives not in call centers may visit the customer directly or communicate via chat or e-mail to troubleshoot specific problems. Technical supports representatives are concerned with two important tasks: excellent customer service and problem solving. They should be polite and helpful in dealing with all clients and must be able to communicate with them effectively to solve each technical issue. Technical support representatives of the call center variety must also be able to type while speaking to the customer in order to document the interaction.
Technical Support Representative Tasks
Guide customers through the installation and updating of software and hardware.
Escalate complex problems to appropriate staff member or department.
Help customers identify and resolve problems with products by phone, through e-mail, or in person.