A technical support representative assists customers and clients with product or service-related technical issues. He can provide this assistance via phone, email, and various forms of Internet technology. In some cases, a tech support representative may even provide hands-on assistance. A person with this title typically does not physically repair products or devices, but he may take remote control of a support seeker’s computer to assist in the resolution of a software-related issue. A technical support representative can also teach customers and clients how to use various pieces of equipment and software, as well as services like web hosting and online banking.
Unfortunately, a person’s purchases do not always perform as expected. Customers may experience technical difficulties with their purchases and require assistance. Many businesses cater to this need offering free technical support for a limited time after purchase. Once this time period has passed, a person must either pay for additional technical support from the company or seek outside assistance, which is usually at a cost. However, a technical support representative may occasionally offer unrestricted free assistance to a company’s employees, members of an organization, students, or hospital patients and staff.
A technical support representative will frequently provide assistance over the phone. In such a case, the person who requires assistance usually dials a specific phone number to obtain assistance. Rather than calling, a representative may provide technical support via Internet chat software. A technical support representative may provide technical support in person on a rare occasion, but this is usually unnecessary because he does not physically repair devices. A technical support person may, however, take remote control of a device, such as a computer, when necessary and with the permission of the support seeker, allowing him to diagnose and fix software issues without having the device in his presence.
A technical support representative may also provide training on how to use different products, devices, and services. For example, if a person purchases a new cell phone to access his email, he may have trouble setting up the email program. A technical support person can teach him how to use it and assist him in properly setting up his email accounts. Similarly, technical support representatives may assist people in setting up and using new devices such as computers, cameras, and DVD players.