Support representatives provide technical or customer support to resolve issues for a company’s customers or employees over the phone or internet. Technical support helps with technology issues, while customer support assists with customer complaints or praise.
What a support representative typically does depends on what kind of support he or she provides. There are different fields in which this type of support can be provided, although technical or technical support and customer support are the most common. Technical support often includes helping people figure out how to correctly identify a problem or issue with some piece of technology, and then finding the most practical and useful solution to that problem. A customer support representative usually talks, listens and helps a company’s customers regarding issues they may have and works to find a solution that is helpful and rewarding for the customer.
In general, a support representative usually works over the phone or the Internet to help a company’s customers or employees resolve a variety of issues. However, support representatives may also work at a store location to help with any issues, although this is rare and it is often easier for the entire support team to work together in one location. A technical support representative usually works over the phone or through an Internet chat program to help with technical issues that customers or employees may be having.
For example, a technical support representative working for a computer company often takes calls from customers who have computer questions. If a customer receives a new computer and is not sure how to use certain features, they can call and speak with this type of representative for assistance. Someone may also experience problems with a computer with similar errors or issues and require a tech support representative to help them find a solution. Many companies will also have this type of technical support staff to help other employees deal with technology issues with hardware or software used in the company.
A customer support representative, sometimes called a customer service representative, usually provides assistance to a company’s customers over the phone. This can include issues where a customer is dissatisfied with the service provided by other employees, cases of the opposite nature where customers want to praise employees’ efforts, or situations where customers are unhappy with a product. These types of situations are especially common for companies that sell through catalogs or online, as there is often no physical location to which an item can be returned. Typically, a customer support representative is expected to listen to a customer and find ways to resolve issues the customer may have to ensure the customer is satisfied and more likely to provide future business.
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