What a support representative does is usually determined the type of assistance provided. This type of support can be provided in a variety of fields, the most common of which are technical or tech support and customer support. Helping people figure out how to properly identify a problem or issue with a piece of technology and then finding the most practical and helpful solution for that issue is a common part of tech support. A customer support representative will typically speak with, listen to, and assist customers with problems they may be experiencing, and will work to find a helpful and rewarding solution for the customer.
In general, a support representative will help customers or employees of a company resolve a variety of issues over the phone or via the Internet. However, support representatives may work at a store location to assist with any issues that arise, though this is uncommon because it is often easier for all of the support staff to work together at a single location. A technical support representative will typically assist customers or employees with technical issues over the phone or via an Internet chat program.
A tech support representative working for a computer company, for example, will frequently answer calls from customers with computer-related questions. If a customer receives a new computer and is unsure how to use certain features, he or she can call and ask for help from this type of representative. Someone else may be having problems with their computer, such as errors or other issues, and will need the assistance of a technical support representative to find a solution. Many companies will have these types of tech support staff to assist other employees with technological issues with the company’s hardware or software.
Typically, a customer support representative, also known as a customer service representative, will provide assistance to a company’s customers over the phone. This can include situations where a customer is dissatisfied with the service provided other employees, cases where customers wish to compliment employees’ efforts, or situations where customers are dissatisfied with a product. Because there is often no physical location to which an item can be returned, these types of situations are especially common for companies that sell through catalogs or online. A customer service representative is typically expected to listen to a customer and find ways to resolve any issues the customer may have in order to keep the customer satisfied and increase the likelihood of future business.