What does the technical service representative do?
The technical service representative is responsible for providing technical support to customers over the phone, e -mail or in person. Support can be offered for hardware, software or any type of mechanical device. In general, a technical service representative is employed by a technical support company that provides assistance to third -party customers. The technical service representative may also be responsible for providing technical support to internal employees outside clients.
Although industrial industries in which the customer contacts the company's technical support department, the technical service representative will analyze the problems the customer faces and try to solve the problem over the phone or e -mail. In some difficult cases, it may be necessary for the representative of the field representative to meet Customer in person to solve the problem. This is a standard practice with domestic services that revolves around cable TV or hi-fast internet.
Technical service representatives must have great interpersonal skills because they will work directly with frustrated customers. Representatives must also be proficient in a number of technologies and products to effectively solve the problems that the customer can experience with the product. In addition to removing technical problems, representatives are also responsible for ordering spare parts and planning domestic support services if necessary. If the technical problem cannot be solved, it is the responsibility of the technical service representative to try to maintain a positive relationship with the customer by attracting the customer in another way. This can be achieved by offering a free service or product or replacing the existing product that the customer currently uses.
Although there are no specific educational requirements to become a technical service, many have a bachelor's degree in information technology or communication. Have a titleL or technical experience may be beneficial for representatives who are responsible for providing technical support services for extremely complex software solutions. In fact, some companies have multiple levels of technical service representatives depending on the complexity of the problem. In this situation, a person who is a representative of level 1 would receive basic technical problems, while level 3 representatives would receive a more difficult call for technical support.