Technical support

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"Tech support" redirects here. For the television episode, see Tech Support (Beavis and Butt-Head).
A call center in Lakeland, Florida

Technical support, commonly shortened as tech support, is a form of customer service provided to assist users in resolving problems with products such as consumer electronics and software.[1] Technical support is typically delivered through call centers, online chat, and email services.[2] In addition, many companies operate online forums or discussion boards where customers can provide peer-to-peer assistance, a practice shown to reduce the workload and costs of formal support channels.[3]

Outsourcing tech support

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With the increasing use of technology in modern times, there is a growing requirement to provide technical support. Many organizations locate their technical support departments or call centers in countries or regions with lower costs. Dell outsourced its technical support and customer service operations to India in 2001; some of these jobs were later moved back to the United States.[4] There has also been a growth in companies specializing in providing technical support to other organizations, often referred to as Managed Service Providers (MSPs).[5]

For businesses needing to provide technical support, outsourcing allows them to maintain high availability of service, especially during peak demand or product launches. Such arrangements may reduce operational costs and enable core employees to focus on primary responsibilities.[6] It also provides access to specialized personnel with technical expertise beyond the internal workforce.[7]

Multi-level tech support

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Technical support is often subdivided into tiers, or levels, in order to better serve a business or customer base. The number of levels a business uses to organize their technical support group is dependent on the business's needs regarding their ability to sufficiently serve their customers or users. The purpose of a multi-tiered support system is to improve efficiency by matching issue complexity with technician expertise.[8] Success of the organizational structure is dependent on the technicians' understanding of their level of responsibility and commitments, their customer response time commitments, and when to appropriately escalate an issue and to which level.[9] A common support structure revolves around a three-tiered technical support system. Remote computer repair is a method for troubleshooting software related problems via remote desktop connections.[10]

L1 Support

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Tier I (or Level 1, abbreviated as T1 or L1) is the first technical support level. The first job of a Tier I specialist is to gather the customer's information and to determine the customer's issue by analyzing the symptoms and figuring out the underlying problem.[9] When analyzing the symptoms, it is important for the technician to identify what the customer is trying to accomplish so that time is not wasted on "attempting to solve a symptom instead of a problem."[9]

Once identification of the underlying problem is established, the specialist can begin sorting through the possible solutions available. Technical support specialists in this group typically handle straightforward and simple problems while "possibly using some kind of knowledge management tool."[11] This includes troubleshooting methods such as verifying physical layer issues, resolving username and password problems, uninstalling/reinstalling basic software applications, verification of proper hardware and software set up, and assistance with navigating around application menus. Personnel at this level have a basic to general understanding of the product or service and may not always have the expertise for complex issues.[12] They are expected to resolve most straightforward problems, typically 70–80% of reported cases.[13]

L2 Support

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Tier II (or Level 2, abbreviated as T2 or L2) is a more in-depth technical support level than Tier I and therefore costs more as the technicians are more experienced and knowledgeable on a particular product or service. It is synonymous with level 2 support, support line 2, administrative level support, and various other headings denoting advanced technical troubleshooting and analysis methods. Technicians in this realm of knowledge are responsible for assisting Tier I personnel in solving basic technical problems and for investigating elevated issues by confirming the validity of the problem and seeking for known solutions related to these more complex issues.[14] However, prior to the troubleshooting process, it is important that the technician review the work order to see what has already been accomplished by the Tier I technician and how long the technician has been working with the particular customer. This is a key element in meeting both the customer and business needs as it allows the technician to prioritize the troubleshooting process and properly manage their time.[9]

If a problem is new and/or personnel from this group cannot determine a solution, they are responsible for elevating this issue to the Tier III technical support group. In addition, many companies may specify that certain troubleshooting solutions be performed by this group to help ensure the intricacies of a challenging issue are solved by providing experienced and knowledgeable technicians. This may include, but is not limited to, onsite installations or replacement of various hardware components, software repair, diagnostic testing, or the utilization of remote control tools to take over the user's machine for the sole purpose of troubleshooting and finding a solution to the problem.[9][15]

L3 Support

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Tier III (or Level 3, abbreviated as T3 or L3) is the highest level of support in a three-tiered technical support model responsible for handling the most difficult or advanced problems. It is synonymous with level 3 support, 3rd line support, back-end support, support line 3, high-end support, and various other headings denoting expert level troubleshooting and analysis methods. These individuals are subject-matter experts who support both Tier I and II personnel and contribute to developing solutions for new or previously unresolved issues.[16] Note that Tier III technicians have the same responsibility as Tier II technicians in reviewing the work order and assessing the time already spent with the customer so that the work is prioritized and time management is sufficiently utilized.[9] If it is at all possible, the technician will work to solve the problem with the customer as it may become apparent that the Tier I and/or Tier II technicians simply failed to discover the proper solution. Upon encountering new problems, however, Tier III personnel must first determine whether or not to solve the problem and may require the customer's contact information so that the technician can have adequate time to troubleshoot the issue and find a solution.[14] It is typical for a developer or someone who knows the code or backend of the product, to be the Tier 3 support person.

In some instances, an issue may be so problematic to the point where the product cannot be salvaged and must be replaced. Such extreme problems are also sent to the original developers for in-depth analysis. If it is determined that a problem can be solved, this group is responsible for designing and developing one or more courses of action, evaluating each of these courses in a test case environment, and implementing the best solution to the problem.[14]

L4 Support

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While not universally used, a fourth level often represents an escalation point beyond the organization. L4 support is generally a hardware or software vendor.[17]

Scams

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Main article: Technical support scam

A common scam typically involves a cold caller claiming to be from a technical support department of a company like Microsoft. These scams have often originated from call centers in various countries targeting users in English-speaking regions, though increasingly they also operate domestically.[18][19] The scammer will instruct the user to download a remote desktop program and once connected, use social engineering techniques that typically involve Windows components to persuade the victim that they need to pay in order for the computer to be fixed and then proceeds to steal money from the victim's credit card.[20]

See also

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References

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  1. ^ Turban, Efraim; Volonino, Linda (2011). Information Technology for Management: Transforming Organizations in the Digital Economy. Wiley.
  2. ^ BBC News (28 March 2005). "Technical support for the neighbours". BBC.
  3. ^ Shah, Rachna (2013). "Self-service technologies: implications for customer support". Journal of Service Management. 24 (3). Emerald Group Publishing Limited: 299–320. doi:10.1108/09564231311326929 – via Emerald Insight.
  4. ^ "Dell moves outsourced jobs back to U.S. shores". USA Today. March 10, 2004. Retrieved September 25, 2023.
  5. ^ Perkins, Bart (November 8, 2004). "Outsourcing: First Ask Why?". Computerworld. Retrieved September 25, 2023.
  6. ^ Manning, Stephan (2022). "Performance implications of outsourcing: A meta-analysis". Journal of Business Research. 139. Elsevier: 325–338. doi:10.1016/j.jbusres.2021.09.050 – via ScienceDirect.
  7. ^ Gottfredson, Mark (February 2005). "Strategic Sourcing: From Periphery to the Core". Harvard Business Review. 83 (2). Harvard Business Publishing: 132–139 – via HBR Online.
  8. ^ Walker, Gary (2001). IT Problem Management. Prentice Hall. pp. 85–113. ISBN 0-13-030770-X.
  9. ^ a b c d e f Walker, Gary (2001). IT Problem Management (Harris Kern's Enterprise Computing Institute Series). Upper Saddle River: Prentice Hall. pp. 85–113. ISBN 0-13-030770-X. Google Book Search.
  10. ^ Germain, Jack (2007-07-30). "Remote PC Repair, Part 1: The Warranty Alternative". TechNewsWorld. Retrieved 2008-03-04.
  11. ^ Windley, Phillip J. (2002). "Delivering High Availability Services Using a Multi-Tiered Support Model" (PDF). Windley's Technometria. Retrieved 2008-05-03.
  12. ^ Perkins, Bart (November 8, 2004). "Outsourcing: First Ask Why?". Computerworld.
  13. ^ Perkins, Bart. "November 8, 2004". Computerworld Management.
  14. ^ a b c Kajko-Mattsson, Mira (July–October 2004). "Problems within front-end support". Journal of Software Maintenance and Evolution: Research and Practice. 16 (4/5): 309–329. doi:10.1002/smr.298. S2CID 385778.
  15. ^ Leung, Nelson K. Y.; Lau, Sim Kim (Summer 2007). "Information Technology Help Desk Survey: To Identify the Classification of Simple and Routine Enquiries". Journal of Computer Information Systems. 47 (4): 70–81.
  16. ^ "Technical support for the neighbours". BBC. March 28, 2005.
  17. ^ Joe Hertvik (July 7, 2016). "IT Support Levels Clearly Explained: L1, L2, L3, and More".
  18. ^ Arthur, Charles (July 18, 2012). "Virus phone scam being run from call centres in India". Guardian Media Group.
  19. ^ Federal Trade Commission (2020). "Tech Support Scams". Federal Trade Commission (FTC).
  20. ^ Arthur, Charles (18 July 2012). "Virus phone scam being run from call centres in India". Guardian. Retrieved 31 March 2014.