Technical support is the service offered to users to solve any problems or queries they may have in relation to a product or service know the difference .
The main function of support is to find an answer to the customer’s question or a solution to his complaint, as well as to provide assistance in restoring proper functioning.
In other words, technical support is developed when an error has already been detected that could not be avoided or corrected .
Technical support is also tasked with recording faults and frequently asked questions ( FAQs ) that could be related, for example, to the structure of a software. In this way, the maintenance team for electronic systems could then carry out a diagnosis and seek the respective solutions.
Want to improve your knowledge of support
and maintenance? Read: 2 types of in-person technical support you need to know .
What are the functions of technical support?
In terms of technical support, there are different levels of hierarchy of problems based on the requirements involved in their resolution.
Most often, there are three levels of support. However, this number varies from company to company. Take a look at belgium telegram phone number list the assignments for each level!
Would you like to learn about the role of the help desk in supporting and maintaining a company? Read: Level 1 technical support: First know the difference line of customer service and problem resolution .
Support function: level 2
The service what can twitter advertising do for you? improve results, roiand success stories desk is the second level of technical support. It is responsible for tasks such as resolving and diagnosing more complex problems that could not be solved at level 1 .
The role of Level 2 support is to provide assistance in specialized areas . Typically, agents at this level have at least one year of experience in Level 1 and are professionals specializing in software, communication networks and databases . If they are unable to resolve the issue, their task will be to
forward the ticket to the next level of support
From software configuration and installation support, to commissioning new product installations and system bug fixes. This level betting email list includes vendors, hardware and software manufacturers, as well as external professionals.
In short, the maintenance function is to ensure a good state of the services so that both software and hardware can operate at high performance, without any future problems.
to make the necessary changes to make the system increasingly easier to use and more efficient with each update.