Technical Support vs Customer Service: What’s the Difference?

30th September 2021

Technical support services are primarily focused on the technical aspects of a company’s products or services. Technical Support Representatives typically assist with a computer or phone-related problems and may provide remote access to a customer’s device to solve problems. Technical Support Services can be outsourced for companies that do not have Technical Support staff internally and instead focus their time on other areas such as Customer Service.

Customer service is an often overlooked aspect of any business, but it is vital if you want your customers to keep coming back for more! Customer service representatives ensure that each customer has a pleasant experience when dealing with your company. They will answer product questions, resolve customer disputes, handle complaints, and even care for billing issues.

What do Technical Support Representatives do?

Technical support representative

Technical Support Services will assist with computer or phone-related problems. They may provide remote access to a customer’s device to solve problems, but it is not their main focus like Technical Support Representatives are. Technical Support Representatives typically answer questions about products, resolve customer disputes, handle complaints, and even care for billing issues. Technical Support Services can be outsourced for companies that do not have Technical Support staff internally and instead focus their time on other areas such as Customer Service.

Levels of Technical support Services:

There are three levels of technical support services: Basic, Mid-Level, and Advanced Technical support services, with the more advanced level being suitable for larger businesses who need to deal with a higher volume of Technical Support issues.

Basic level technical support services:

Basic Technical Support Services will offer assistance with basic computer or phone-related problems. Technical Support Representatives who work at this level may provide remote access to a customer’s device to solve problems. Still, they are not expected to do such tasks independently and, instead, are often assisted by other staff members when the need arises.

Mid-level technical support services:

Mid Technical Support Services will offer assistance with more difficult computer or phone-related problems. Technical Support Representatives who work at this level are expected to provide remote access to a customer’s device to solve problems on their own. When they can’t do so themselves, they must escalate the issue until staff members of higher rank resolve it.

Advanced level technical support services:

Advanced Technical Support Services will offer assistance with the most difficult computer or phone-related problems. Technical Support Representatives who work at this level are expected to provide remote access to a customer’s device to solve problems on their own. When they can’t do so themselves, they must escalate the issue until staff members of higher rank resolve it.

What do Customer Support Representatives do?

customer support representative

Customer Support Representatives are responsible for ensuring that each customer has a pleasant experience when dealing with your company. They will answer product questions, resolve customer disputes, handle complaints, and even care for billing issues. Customer Support Representatives can be outsourced for companies that are not able to fill the role internally. Technical Support Services is a competitive field with many providers, so it’s important to hire someone who will work well with your company.

Types of Customer Support Services:

There are technical types of Customer Support Services: Technical, Sales, and General. Technical customer service representatives, as discussed earlier, will help with customers’ technical problems. At the same time, sales reps focus on recruitment, and general customer service agents handle billing disputes or other inquiries that do not fall into the previous categories.

Sales customer support: 

Sales Support Representatives are responsible for recruitment and answering general questions about the company. They will usually work with other Customer Service Representatives to ensure that each customer has a pleasant experience when dealing with your company.

General Technical support:

As mentioned above, General Technical Support Representatives handle billing disputes or other inquiries that do not fall into the Technical or Sales categories.

Technical Support Manager:

A Technical Support Manager is responsible for a company’s Technical support department, ensuring that technical support representatives follow the appropriate guidelines and ensure customer satisfaction with the technical services provided.

Difference between Technical Support and Customer Support?

Technical Support Services are primarily focused on the technical aspects of a company’s products or services. Technical Support Representatives answer questions about products, resolve disputes between customers, handle complaints, and even take care of billing issues, but their main focus is not technical support! Customer Service reps are responsible for ensuring that each customer has a pleasant experience when dealing with your company. Technical Support Services can be outsourced for companies that do not have Technical Support staff internally and instead focus their time on other areas such as Customer Service. In contrast, Customer Service Representatives are responsible for ensuring each customer has a pleasant experience when dealing with your company.

Customer support executives can be outsourced for companies that are not able to fill the role internally. Technical Support Services is a competitive field with many providers, so it’s important to hire someone who will work and communicate well with your company. You should also make sure you understand what level of Technical Support Specialist you need before hiring!

What is the cost of hiring an Executive Technical support manager?

The average salary for Technical Support Managers is around $85,000. There are also many other expenses like benefits that you will need to budget for as well. Technical Support Services can be outsourced for companies that do not have Technical Support staff internally and instead focus their time on other areas such as Customer Service.

What is the cost of hiring a customer service executive?

The average salary for Customer Service Executives starts at $50,000, with higher salaries being up to $150,000 depending on the company.

Why should you outsource Technical Support services?

Many businesses are turning to outsource technical support because it is a competitive field with many providers, which means there are many options when looking for Technical Support Services. Technical Support is a competitive field with many providers, so it’s important to hire someone who will work well with your company, which may not be the case if you look internally for Technical support staff!

 

 

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Author : Abhay

Abhay is a Digital Marketing Guru and an accomplished entrepreneur with an experience of a decade working with various businesses varying from startups to established brands. He co-founded many companies like Logicsofts, PrintYo, CrazyRise and more. He is passionate about SEO and Online Data Analytics, which plays a vital role in any business to grow and mutate as per the data results.
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