Discover Why You Should Consider Outsourcing Technical Support

With more companies going digital, technical support services have become an essential part of business operations. From troubleshooting hardware and software issues to providing assistance with network connectivity, technical support teams handle a wide range of tasks to ensure that businesses can operate smoothly.

However, not everyone is familiar with this line of work and why they should outsource technical support. Some even confuse it with customer service. To make things clear, let’s take a closer look at what technical support is and its importance in the business world.

What is a Technical Support Representative?

Technical support representatives answer phone calls and help customers troubleshoot and fix technical problems with any type of equipment. This includes diagnosing faults, troubleshooting, and installing and configuring hardware and software.

They provide technical support either for hardware software, use, or application of different types of equipment, ranging from home appliances to industrial machinery. If necessary, they’re also responsible for sending repair crews for problems that can’t be fixed by a phone call.

Technical Support vs. Customer Service

The confusion between these two fields is understandable, but it has to be cleared once and for all. Both of them focus on helping customers but with a slight distinction.

As mentioned above, technical support aids customers in resolving technical problems, including defective products. They walk the customer through a series of tests to diagnose the problem and figure out a way to fix it. Tech support representatives mostly deal with electronics and computer software. Additionally, only the customers who requested technical support get its services.

Customer service, on the other hand, focuses on the customer experience by providing answers to more general concerns. This includes billing information, service complaints, new product inquiries, and so on. It involves a set of practices that ensures that a customer’s experience with the business is favorable. 

Basically, customer service refers to the overall customer experience, while technical support focuses only on resolving technical issues. From this, we can say that technical support is a part of customer service.

Responsibilities of a Tech Support Representative

A technical support representative’s role revolves around the technical aspects of the products and services that a company provides. Some of the best reasons to outsource technical support are the following:

• Install and configure computer systems and applications within the company: The technical support representative is responsible for installing and setting up computer systems, software applications, and hardware components required by the company to perform its operations. This ensures that employees have access to all necessary tools to complete their tasks effectively.
• Quickly and efficiently respond to customer inquiries: Technical support representatives must be able to communicate clearly and effectively with customers in order to understand and resolve their issues. This requires excellent communication skills, patience, and the ability to troubleshoot technical problems.
• Handle and record customer complaints and feedback: As the main point of contact for customers, technical support representatives must have the ability to handle complaints and feedback in a professional and efficient manner. This involves actively listening to customers, addressing their concerns, and providing appropriate solutions.
• Assist in troubleshooting and resolving customer concerns: Technical support representatives are responsible for identifying and troubleshooting technical problems reported by customers. This involves analyzing the root cause of the issue, working with other teams such as engineering or IT, and providing timely and effective solutions.
• Redirect issues to appropriate contact persons: In some cases, technical support representatives may not have the necessary expertise to resolve a customer’s issue. In such cases, they must redirect the issue to the appropriate contact person or team within the company for further assistance.
• Maintain records of customer interactions and solutions provided: To ensure consistent and quality service, technical support representatives must maintain detailed records of all customer interactions and solutions provided.
• Make recommendations to improve the company’s existing programs, tools, hardware, and software: Technical support representatives have a deep understanding of the company’s products and services. They can use this knowledge to provide valuable feedback and recommendations for improvements, which can ultimately enhance customer satisfaction.
• Follow up and schedule a call back if necessary: In cases where a resolution cannot be provided immediately, technical support representatives must schedule a call back with the customer to continue troubleshooting and provide further assistance. This ensures that all issues are resolved in a timely manner.
• Create informational manuals or educational blog posts on the company website: Technical support representatives can also create educational materials such as manuals to help customers troubleshoot common issues on their own. This not only helps reduce the number of customer inquiries but also showcases the company’s expertise and dedication to providing excellent technical support.
• Write the answers to the frequently asked technical questions from customers: Another way technical support representatives can help customers is by compiling a list of frequently asked questions and providing clear and concise answers. This can be shared on the company’s website, social media platforms, or through email to provide quick and easy solutions for common issues.

Skills Needed from a Technical Support Representative

When you outsource technical support services, you should know what to look for in a representative. To fulfill the duties required from a technical support representative, a candidate must have the following skills and competencies:

• Excellent communication skills:Technical support representatives need to be able to communicate effectively with clients, and this requires excellent communication skills. They should be able to explain technical concepts in simple terms that customers can understand, as well as listen attentively to their concerns and provide clear, concise solutions.
• Problem-solving skills:Identifying and resolving technical issues is a major part of an outsourced customer support representative’s job. They should possess strong problem-solving skills and be able to think critically and come up with timely solutions.
• Decision-making skills: In addition to problem-solving skills, an outsourced technical support representative should possess strong decision-making skills. They need to be able to analyze information, identify the root cause of an issue, and make informed decisions on how best to resolve it.

• Technical knowledge: This may seem obvious, but it’s important for a technical support representative to have a strong understanding of the products or services they are supporting. One of the reasons you’re outsourcing technical support is to help customers with their problems, so they should be knowledgeable about the technical specifications and functionalities of the product, as well as any common issues that may arise.
• Time management skills: Technical support representatives often handle multiple tasks and requests at once, so it’s important for them to have strong time management skills. This includes prioritizing tasks, managing their workload efficiently, and ensuring timely resolution of customer issues.

Reasons to Outsource Technical Support

Outsourcing technical support services can offer a myriad of advantages for businesses, large or small. Regardless of the industry you’re in, you will find at least one reason to outsource your technical support needs. Here are some of them:

• Cost-efficiency: Maintaining an in-house technical support team can be a significant expense, requiring not only salaries but also ongoing training, benefits, and additional overheads. In contrast, outsourcing technical support eliminates these expenses, allowing you to pay only for the services you require.
• Broad range of expertise: Technical support firms specialize in their field and maintain up-to-date knowledge of the latest technology, challenges, and solutions. This allows their clients to benefit from cutting-edge support without investing in continual staff training.
• Improved customer service: A dedicated technical support firm has the resources to provide 24/7 support, ensuring that customer queries are addressed promptly. This level of service can be difficult to match with an in-house team, particularly for smaller businesses.
• Freed-up internal resources: By outsourcing technical support tasks, a company’s staff can focus on their core competencies, driving the business forward instead of becoming bogged down with technical issues.

Outsource a Technical Support Representative Today

Technical support representatives play a pivotal role in customer service, bridging the gap between users and complex technology. Their technical acumen, problem-solving skills, and empathy help enhance customer satisfaction and build brand loyalty. They are the unsung heroes working tirelessly behind the scenes to ensure seamless digital experiences for all users.

So, if you aim to provide your customers with better post-purchase support, it’s time to consider outsourcing technical support services for your company. Let SixEleven help you get started. Contact us today!