Types of Tech Support

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Each tech support specialist is specifically trained to handle the concerns regarding a product line. This gives them the capability to handle various concerns regarding the machine.

Here are different types and tiers in which a specialist can be classified into.

type of support

Multi-Level Support

Typically, multi-level operators are separated into 4 tiers:

"            Tier 1 Support - They focus on gathering information on the customer's product issue and provide basic solutions to common concerns.

"            Tier 2 Support - These operatives are trained for more in-depth services such as administrative support and critical concerns.

"            Tier 3 Support - These representatives handle the most difficult problems such as coding and data encryption and decryption.

"            Tier 4 Support - Tier 4 tech support reps are quite different from the previous tiers. They provide corporate incident management support and track incidents being actioned by a seller [Grey Campus].

Remote PC Troubleshooting Specialist

Some PC systems are equipped with a remote desktop connection software. This system allows for the support rep to control and manage your computer via a secure connection. Thus, ensuring that he or she can address the PC problem in real time.

Product Self-Support

Most tech suppliers offer a free and comprehensive digital library regarding their products. These can range from installation manuals to easy-to-follow troubleshooting guides. Additionally, support videos can help guide the user through the proper configuration method which will optimize the device.

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