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Technical Support (also known as Tech Support) is a range of services providing assistance with technology products such as computers, mobile phones, blackberry devices, televisions, 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, this is often freely available. Technical support 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 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. Coverage of support Technical support may be delivered by different technologies depending on the situation. For example, direct questions can be addressed using email or fax; basic software problems can be addressed over the telephone or using remote support; while more complicated problems with equipment may need to be dealt with in person. Outsourcing Technical Support With the increasing use of technology in, there is a growing requirement to provide technical support. Many organizations locate their technical support departments or call centres in countries with lower costs. There has also been a growth in companies specializing in providing technical support to other organizations such as BrightVisions. For businesses needing to provide technical support, outsourcing provides them with the ability to maintain a high availability of service. This comes as a result of peaks in call volumes during the day, periods of high activity due to the introduction of new products and maintenance service packs, and the necessity to provide consumers with a high level of service at a low cost to the business.[3] For businesses needing technical support assets, outsourcing enables their core employees to focus more on their work in order to maintain productivity.[4] 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 For a detailed description and specifics of how Multi-Tiered Technical Support Systems work, please see the Computer Support definition page. |
