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What is Technical Support?

Coverage of support

Technical support or Tech support may be delivered in several way, mostly it is delivered over the phone or chat, Technical support may help you solve computer problems, problems with other peripheral devices, problems like virus removal, optimization of device, or other how to use issues can be solved over the phone or chat.

 

Categories of technical support

Call in Technical Support

This type of support refers to the one where someone pay for device, like router, hard drive, computer, laptops etc ad they pay to the company when problem occurs to solve it. This is the most common type of tech support.

 

Block hours

This model of tech support refers to the scenario when client pays upfront for certain number of hours of tech support at an agreed price. When the problem occurs in the computer, desktop, router or server they reach the provider to seek resolution of their problem. Usually charges are offered at a reduced rate.

 

Managed services

Managed services means a company will receive a list of well-defined services on an ongoing basis, with well-defined “response and resolution times” for a fixed rate or a flat fee. This can include things like 24/7 monitoring of servers, 24/7 help desk support for daily computer issues, and on-site visits by a technician when issues cannot be resolved remotely. Some companies also offer additional services like project management, backup and disaster recovery, and vendor management in the monthly price. The companies that offer this type of tech support are known as managed services providers. Usually these providers have dedicated teams of technician assigned for the particular contract.

 

Crowd sourced technical support

Many companies and organizations provide discussion boards for users of their products to interact; such forums allow companies to reduce their support costs without losing the benefit of customer feedback.

 

Self-help Technical support

Almost all tech brands and service providers give free access to a rich library of technical support solutions to users. These are huge databases of step-by-step solutions, however if you visit the support sites for big brands the solutions are more often for their products alone. Some companies can offer DIY videos to help consumers troubleshoot their problems themselves.

 

Outsourcing technical support

With the increasing use of technology in modern times, there is a growing requirement to provide technical support. Many organizations locate their technical support departments or call centers in countries or regions with lower costs. Dell was amongst the first companies to outsource their technical support and customer service departments to India in 2001.  There has also been a growth in companies specializing in providing technical support to other organizations. These are often referred to as MSPs (Managed Service Providers).

 

For businesses needing to provide technical support, outsourcing allows them to maintain a high availability of service. Such need may result from peaks in call volumes during the day, periods of high activity due to introduction of new products or maintenance service packs, or the requirement to provide customers with a high level of service at a low cost to the business. For businesses needing technical support assets, outsourcing enables their core employees to focus more on their work in order to maintain productivity. It also enables them to utilize specialized personnel whose technical knowledge base and experience may exceed the scope of the business, thus providing a higher level of technical support to their employees.

 

Multi-tiered technical support

Technical support is often subdivided into tiers, or levels, in order to better serve a business or customer base. The number of tiers is set according to business requirements of company needing technical support. The multi tier is set up to have general support group deliver best possible customer service. The success of organization depends on technicians understanding their responsibility and meeting the commitments. Technicians should know when to escalate the case.

 

Tier 0 of Technical support

Tier 0 (or self-help) is in the form of “wikis” or FAQs that allow for users to access and resolve information on their own rather than must contact a local Help desk or Service Desk for resolution.

 

Tier 1 Technical Support

Tier I Technical support group is the initial support level responsible for basic customer issues. Role if Tier1 Technical support group is usually responsible to gather customer information, and analyzing the customer concern.

 

This level should gather as much information as possible from the end user. Information gathered by asking questions help analyze the cause of problem and troubleshoot.

 

Tier 2 Technical Support

Tier 2 Technical support group is suppose to use the information collected by tier 1 tech support group and use advanced tools like remote access to solve the user concern. Tier 2 Technical support group utilizes well laid knowledge base set by company to troubleshoot.

If Tier 2 cannot find the solution to problem the are supposed to collect information such as program name, failed application error code, other API names etc and escalate to Tier 3

 

 

Tier 3 Technical Support

Tier III (or Level 3, abbreviated as T3 or L3) is the highest level of support in a three-tiered technical support model responsible for handling the most difficult or advanced problems. It is synonymous with level 3 support, 3rd line support, back-end support, support line 3, high-end support, and various other headings denoting expert level troubleshooting and analysis methods. These individuals are experts in their fields and are responsible for not only assisting both Tier I and Tier II personnel, but with the research and development of solutions to new or unknown issues.

In some organizations Tier 3 Technicians just provide layout to tier 2 technicians and have them troubleshoot. The Tier 3 technicians usually don’t get on phone with clients.