Technical support refers to activities that entities offer to clients of technology products or services in exchange for information and feedback on the products. In most cases, technical support offers support regarding specific issues with products, rather than offering training, provision of software, customization or support services. This type of support is generally provided by the manufacturer or supplier of the product or by an entity associated with the company.
Technical support can be supplied on a non-recurring basis, which means the client may need technical support in the future only if the need arises, or it can be provided repeatedly, which means that the client may need technical support more often than necessary, such as when particular device malfunctions or becomes damaged, or when a new version of the product is being released. Technical support also may be provided on a semi-annual or yearly basis depending on the product or service being offered. In some cases, this form of support may be offered exclusively by the customer.
A company providing technical support may be affiliated with the product manufacturer or supplier of the product. For instance, a credit card processing company may have a dedicated technical support department, as opposed to a retail chain, for purposes of servicing customer concerns with credit card processing equipment. In some cases, the technical service centre may even be located within the company that offers the product. This allows the technical service centre to deal with customers on an immediate and personal basis and to solve technical issues as soon as possible.
Although there are a variety of organizations that specialize in technical support, not all technical support is created equal. A good technical service centre is one that offers effective customer service, provides adequate technical knowledge and information about the product being supported and responds quickly to questions and concerns. Another important characteristic of a good technical support provider is that he or she responds promptly to concerns, issues and problems and provides solutions that solve the problem. Technical support can also consist of answering questions about product specifications or functions, and can also provide guidance and suggestions to clients to ensure that they obtain the maximum benefit from their purchase of the product.
Technical support providers may provide the same types of assistance for products from different manufacturers. Thus, a manufacturer of a computer system may request support for the software that ships with the computer, while another manufacturer of a printer may require technical support for the print head printer itself. A technician may provide support for a computer-based on a manufacturer’s specification and be able to answer questions and resolve technical difficulties.
The cost of technical support depends on several factors. The first is the time required to resolve a problem, with a provider who takes a longer time than usual to resolve a problem, such as a hardware manufacturer, and the second factor is the amount the provider charges for his or her services. The provider of technical support should be competitive when it comes to pricing and provide support.