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 Norton antivirus Technical support specialists in this group typically handle straightforward and simple problems while“possibly using some kind of knowledge management tool.”[7] This includes troubleshooting methods such as verifying physical layer issues,resolving username and password problems, uninstalling/reinstalling basic software applications, verification of proper hardware andsoftware set up, and assistance with navigating around application menus. Personnel at this level have a basic to general understanding ofthe product or service and may not always contain the competency required for solving complex issues.[8] Nevertheless,the goal for this group is to handle 70–80% of the user problems before finding it necessary to escalate the issue to a higher level.[8]In other industries (such as banking, credit cards, mobile telephony, etc.),first-level support is carried by a call center that operates extensive hours (or 24/7).This call center acts as an “initial sink” for user requests and,if required, creates an incident to notify other business teams/units to satisfy the user request(for example, blocking stolen credit cards or mobile phones from use).[citation needed] In some industries,[which?] first-line support requires knowledge ofthe products, terms and conditions offered by the business rather than technical information itself (Retail / Wholesale). Most ISPs only offer tier 1 support.[Technical support (often shortened to tech support) refers to services that entities provide to users of technology products or services. In general, technical support provide help regarding specific problems with a product or service, rather than providing training, provision orcustomization of product, or other support services. Most companies offer technical support for the services or products they sell, either included inthe cost or for an additional fee. Technical support may be delivered over by phone, e-mail, live support software on a website, or other tool where users canlog an incident. Larger organizations frequently have internal technical support available to their staff for computer-related problems


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