Thursday, August 28, 2008

Outsourcing Technical Support

Technical support (also tech support) is a range of services providing assistance with technology products such as mobile phones, televisions, computers, or other electronic or mechanical goods. In general, technical support services attempt to help the user solve specific problems with a product—rather than providing training, customization, or other support services.

Most companies offer technical support for the products they sell, either freely available or for a fee. Technical support Australia may be delivered over the telephone or via various online media such as e-mail or a Web site. Larger organizations frequently have internal technical support available to their staff for computer related problem. The internet is also a good source for freely available tech support, where experienced users may provide advice and assistance with problems. In addition, some fee-based service companies charge for premium technical support services

Technical support centers can be certified to help ensure a particular business is maintaining a high level of information technology service and support standards. Of the certifications available for support centers and technicians, there are two internationally recognized certifications geared specifically towards support centers as a whole – The Help Desk Institute (HDI) Support Center Certification and the Service Strategies Service Capability and Performance (SCP) Standards. Both certifications were developed by experts and organizations from around the world and both were developed under the premise of enhancing the quality of customer service and support.

Technical support is often subdivided into tiers, or levels, in order to better serve a business or customer base. The number of levels a business uses to organize their technical support group is dependent on a business’ need, want, or desire as it revolves around their ability to sufficiently serve their customers or users. The reason for providing a multi-tiered support system instead of one general support group is to provide the best possible service in the most efficient possible manner. Success of the organizational structure is dependent on the technicians’ understanding of their level of responsibility and commitments, their customer response time commitments, and when to appropriately escalate an issue and to which level. A common support structure revolves around a three-tiered technical support system.

1 comments:

Online Tech Support on March 29, 2011 at 2:15 AM said...

With the increasing demand of online tech support, a lot of companies are entering this business. To match the demand, it is being outsourced as the service is online.

 

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