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Are You Cut Out for Technical Support Services?

Call Center Company | Technical Support Services?

How would you spell out the initialisms CMS or CSS? If it’s Chicago Manual of Style, then you’d have to be a writer or an editor or the like. If CSS would mean “cute, sweet, and sexy” for you, then I guess handling technical support services is not exactly in your line of interests.

On the other hand, if you know full well that CMS stands for Content Management System and CSS means Cascading Style Sheet, then you’d have to be a techie of some sort. It could also be because that you’re taking up Information Management (IM), you’re a graduate of ICT (information and communications technology), or you’ve had experience working in the IT (information technology) department. All of which are a plus or preferred if you want to be a technical support representative (TSR).

It is expected of technical support representatives to have basic knowledge or know-how in different computer programs and style sheet languages. Other areas covered by technical support services are domain registration and coding, which can range from basic HTML tags to complex jQuery functions.

One of the main tasks of TSRs, however, is delivering inbound and outbound call center services. They cover the responsibility of communicating with customers (via e-mail, chat, or phone) to take care of technical concerns. The most common concerns are how-to questions, functionality of the customer’s websites (i.e., where to edit a certain page, where certain controls can be located on the computer, or repairing errors), and problems with online purchasing for e-commerce sites.

Most BPO (business process outsourcing) companies that offer technical support services don’t provide a formal training per se; instead, hands-on coaching is what’s commonly practiced. TSRs are deemed able to readily address different IT and IS (information systems) concerns. They develop their expertise along the way, doing research and familiarizing themselves with more tech support ideas and techniques. Eventually, they acquire proficiency through the daily chat and phone support they handle.

These are just a few of the basics of being a technical support representative. If you have these areas covered, then technical support services just might be the thing for you. Also, there is indeed a deemed default link between TSRs and CSS—cute, smart, and suave.

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