Technical support

With the increasing use of technology in modern times, there is a growing requirement to provide technical support. Many organizations locate their technical support departments or call centers in countries or regions with lower costs. Dell outsourced its technical support and customer service operations to India in 2001; some of these jobs were later moved back to the United States. There has also been a growth in companies specializing in providing technical support to other organizations, often referred to as Managed Service Providers (MSPs). For businesses needing to provide technical support, outsourcing allows them to maintain high availability of service, especially during peak demand or product launches. Such arrangements may reduce operational costs and enable core employees to focus on primary responsibilities. It also provides access to specialized personnel with technical expertise beyond the internal workforce. ==Multi-level tech support==

Technical support is often subdivided into tiers, or levels, in order to better serve a business or customer base. The number of levels a business uses to organize their technical support group is dependent on the business's needs regarding their ability to sufficiently serve their customers or users. The purpose of a multi-tiered support system is to improve efficiency by matching issue complexity with technician expertise. Success of the organizational structure is dependent on the technicians' understanding of their level of responsibility and commitments, their customer response time commitments, and when to appropriately escalate an issue and to which level. A common support structure revolves around a three-tiered technical support system. Remote computer repair is a method for troubleshooting software related problems via remote desktop connections. L1 Support Tier I (or Level 1, abbreviated as T1 or L1) is the first technical support level. The first job of a Tier I specialist is to gather the customer's information and to determine the customer's issue by analyzing the symptoms and figuring out the underlying problem. This includes troubleshooting methods such as verifying physical layer issues, resolving username and password problems, uninstalling/reinstalling basic software applications, verification of proper hardware and software set up, and assistance with navigating around application menus. Personnel at this level have a basic to general understanding of the product or service and may not always have the expertise for complex issues. They are expected to resolve most straightforward problems, typically 70–80% of reported cases. L2 Support Tier II (or Level 2, abbreviated as T2 or L2) is a more in-depth technical support level than Tier I and therefore costs more as the technicians are more experienced and knowledgeable on a particular product or service. It is synonymous with level 2 support, support line 2, administrative level support, and various other headings denoting advanced technical troubleshooting and analysis methods. Technicians in this realm of knowledge are responsible for assisting Tier I personnel in solving basic technical problems and for investigating elevated issues by confirming the validity of the problem and seeking for known solutions related to these more complex issues. However, prior to the troubleshooting process, it is important that the technician review the work order to see what has already been accomplished by the Tier I technician and how long the technician has been working with the particular customer. This is a key element in meeting both the customer and business needs as it allows the technician to prioritize the troubleshooting process and properly manage their time. L3 Support Tier III (or Level 3, abbreviated as T3 or L3) is the highest level of support in a three-tiered technical support model responsible for handling the most difficult or advanced problems. It is synonymous with level 3 support, 3rd line support, back-end support, support line 3, high-end support, and various other headings denoting expert level troubleshooting and analysis methods. These individuals are subject-matter experts who support both Tier I and II personnel and contribute to developing solutions for new or previously unresolved issues. Note that Tier III technicians have the same responsibility as Tier II technicians in reviewing the work order and assessing the time already spent with the customer so that the work is prioritized and time management is sufficiently utilized. ==Scams==

A common scam typically involves a cold caller claiming to be from a technical support department of a company like Microsoft. These scams have often originated from call centers in various countries targeting users in English-speaking regions, though increasingly they also operate domestically. The scammer will instruct the user to download a remote desktop program and once connected, use social engineering techniques that typically involve Windows components to persuade the victim that they need to pay in order for the computer to be fixed and then proceeds to steal money from the victim's credit card. ==See also==