Technical support representatives answer incoming phone calls and resolve customer technical issues with computer software and hardware. Call centers hire technical support representatives to work full and part time during flexible shifts that can include nights and weekends. Technical support representatives work in group environments and report primarily to the technical department supervisor or shift manager. No travel is required for this job, as technical support representatives, also known as technical support representatives, work entirely within the call center.
Duties and Responsibilities of the Technical Support Representative
The duties of technical support representatives vary depending on the number of calls arriving at the call center and the nature of the issues they need to resolve and resolve. However, these basic work activities are common to all settings:
Answer phones
Technical support representatives answer incoming phone calls and provide support to callers experiencing computer problems of all kinds. They listen to descriptions of customer problems and determine how and if they can be solved.
Solve problems
Technical support representatives use customer information to diagnose technical issues and guide them through the steps required to resolve various issues.
Submit service requests
If the customer's technical issues cannot be resolved over the phone, technical support representatives schedule a repair team to resolve the issues on site.
Keep the database
Technical support representatives verify customer issues and fixes against the solution database, adding new information to the database as new issues and fixes arise.
Call log
Technical support representatives keep track of all answered and answered calls, including dates and times.
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