Technical support

Many companies are offering wide range of products. Most of the major companies provide technical support to the customers for the products they are selling and there are some companies which only providing support for the products. Technical support is a basically kind of services that is offered by the companies to help the customers over specific problems with their products. Technical Support may delivered by the different medium for example by the e-mail, by taking the remote, over the telephone or through any website.

Major companies have their own technical support team to assist the users for the product related problems. Technical support can be offered by different kind of technology depends on the problem scenario, for example if it is a general problem that it can be resolved over the phone or e-mail support but software related problems are generally resolved by the remote support. In remote support, a customer can join the remote session by entering user name and password or any other information for the security check. A technician can take remote control of the user, once remote session was joined successfully. Remote support is one of the better ways to provide the technical support. Remote Support makes things quite easy for the users.

Many companies offer technical support at free of cost but some of them are paid. Its demand is increasing day by day in the modern times. Many companies are offering the technical support to different companies across the globe because it is not possible for every company to provide the technical support for their products. So, outsourcing a technical support is becoming a big business now days. Many companies are locating their technical support center in the different countries at the lower cost. So, many companies are targeting the Asian countries especially India where they can find cheap setup and labor cost.

Technical Support is generally divided into three levels or tiers based on complexity of an issue:--

1. Tier I : This is the first level of the technical support which is responsible for the very basic Tier I technicians are responsible for gathering user information and figure out main reason behind the user issue.

2. Tier II : This is next higher level to Tier I which have more experienced and knowledgeable technicians as compared to Tier I. These technicians are specialist over specific products or services.

3. Tier III : This is highest level of the technical support which is responsible to handle the miscellaneous and advanced problems. Tier III is not only assist the Tier I and Tier II technician but also provide the "Research and Development" to the new issues.

4. Tier IV : This level is not generally used across the world. Tier IV mainly deals with the hardware and software related issues.

By all the above discussion, we can conclude that Technical Support is one of the major factors in selling company products and play an important role in building the company reputation across the customers.