A technical service representative provides technical support for hardware, software, or mechanical devices to customers via phone, email, or in person. They must have interpersonal skills and knowledge of various technologies. No specific education is required, but a technical degree or experience is beneficial.
A technical service representative is responsible for providing technical support to customers by telephone, email, or in person. Support can be provided for hardware, software, or any type of mechanical device. Typically, a technical service representative is hired by a technical support company that provides assistance to customers of a third-party company. The technical service representative may also be responsible for providing technical support to internal employees and external customers.
While the industries they work in can vary, most technical service representatives support customers with computer or software issues. When a customer contacts a company’s technical support department, the technical service representative reviews the issues the customer is experiencing and attempts to resolve the issue over the phone or via email. In certain difficult cases, it may be necessary for a field representative to personally meet with a customer to resolve the issue. This is standard practice, with home services revolving around cable television or high-speed Internet.
Technical service representatives must have great interpersonal skills as they will be working directly with frustrated customers. Representatives must also be proficient in a wide variety of technologies and products to effectively resolve issues a customer may be experiencing with their product. In addition to troubleshooting technical issues, representatives are also responsible for ordering replacement parts and scheduling in-house support services when needed. When a technical problem cannot be resolved, it is the duty of the technical service representative to try to maintain a positive relationship with the customer by otherwise appeasing the customer. This can be achieved by offering a free service or product or replacing the existing product that the customer is currently using.
While there are no specific educational requirements to become a technical services representative, many have a bachelor’s degree in information or communication technology. Having a degree or experience in a technical field can really be beneficial for representatives responsible for providing technical support services for extremely complex software solutions. Some companies actually have multiple levels of technical service representatives depending on the complexity of the problem. In this situation, a person who is a tier 1 representative would receive basic technical issues, while tier 3 representatives would receive the more difficult technical support calls.
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