There are so many things to complex technical support activities performed by companies. Some of them include answering cell phones, having technicians work onsite to test and diagnose computers, operating scheduled outages, modifying network software and hardware applications, and updating applications and programs on a regular basis. These activities involve a lot of people and complicated technical support tasks need to be handled carefully. It is important that technical professionals who work in this field have the proper knowledge and expertise needed for their responsibilities. This is where a homepage creating builder comes in handy.
A person who provides complicated technical support should be able to perform all of the following tasks with ease: He should be able to troubleshoot email accounts, support ticket systems, help desk customer service, setup and restore databases, configure and install antivirus software, set up Internet access, and use Microsoft Word and Internet Explorer to create documents. Even though these tasks are easy to perform, it is important for them to be done with extreme care. The ultimate goal of a technical assistant is to make sure that his customer’s problems are resolved as quickly and accurately as possible. Therefore, he should have excellent telephone skills and he should know how to use computer programs such as POOL, CAN SPAM, and MAIN BADges.
Networking is another skill that a technical assistant needs to know. He needs to know how to set up and configure networks, how to install network software, how to troubleshoot and fix routers, circuit boards, modems, and email servers. An individual who provides complex technical support should also know how to perform these tasks without having to call other people for help. For example, setting up network computers can be done simply by having someone connect to each one individually. He should also know how to configure software such as Microsoft Office, Outlook, and Word to work properly in network environments.
Another skill needed by a technician is how to use Microsoft Outlook. A customer may call a customer service representative to troubleshoot an error in the application, but a technician will probably present a different solution. For example, suppose the application has created a problem that causes a computer to slow down. A customer calls the customer service representative to find out how to fix the problem. The representative will probably tell the customer that he can get the application fixed by calling Microsoft. The customer then sits on hold for several minutes while the representative goes over instructions for Microsoft Word to fix the problem.
Networking skills are also needed by technical support representatives, who provide assistance delivery. Suppose that a person called Bob calls to have his computer networked. Before calling the company to set up the network, Bob calls a company who has technicians who are trained to solve networking problems. If the technician that Bob calls cannot install networked software on the computer because it does not meet specifications, he will call back Bob again to try again. It is easy to see how networking skills are difficult to learn.
Computer software applications are a part of complex technical support issues. A program provider may call a technician to troubleshoot a program that was installed on the customer’s computer. The program installer may call the technician to make sure that the program meets specifications, and that it is properly installed. If the program provider fails to install the program correctly, the customer will experience frustrating behavior from the program provider.
Computer software programs are another part of complicated technical support issues. For each application that is installed, there are multiple installation devices that must be used in order to properly install the program. If a program installer does not know how to deal with these installation devices, he will call a technician to deal with the problem. Calling a technician to repair an application qualifies as “clerical” in the eyes of most computer program providers.
Businesses that do not have the capacity to provide the needed training to their technicians often let them handle these tasks on their own. These providers often do not have the necessary skills to properly perform specific functions. Technicians, on the other hand, possess the knowledge and ability to perform tasks that can be frustrating for them when they are unfamiliar with them. Outsourcing IT services allows a company to focus on the tasks that are important to its clients, while allowing the provider delivery times that are within its price range.
