Explaining Technical Support: The Basic Facts

screwdriver and wrench on top of laptop

Technology is an inevitable part of everyone’s lives. Today if you are a budding business owner or managing a company, consider providing technical support to your team. 

But technical support can take time to come by. It takes technological know-how and experience to provide precise info and data. 

You also need the best people who are updated with the technological trends so that your technical department yields reliable and effective results. 

Outsourcing your technical and IT support team can ease your business operations and cut costs by at least 30% and increase scalability by more than 70%. That is why a Top call center news company reported that technical support outsourcing boosts businesses in many ways and for many reasons.

Learn the essential facts you need to know if you outsource your IT support team.

Technical Support: The Definition

Technical support outsourcing helps businesses in various ways. The technical team is better able to provide quality technical assistance as they are more experienced and knowledgeable about the latest IT trends. Furthermore, technical support outsourcing can help business owners save money because they are not hiring full-time technical staff and instead using a third-party service provider. 

Hiring remote IT staff involves using an external vendor or a third-party agency to provide technical services and assistance.

This includes having representatives who answer questions, provide customer support, and troubleshoot technical issues. Outsourcing technical support can help businesses save money and increase scalability.

How Does Technical Support Outsourcing work?

Now here is your awaited discussion. How does outsourced technical support exactly work? Start with the role of a tech-savvy worker, your IT guys and gals, and the tech team.

How is "IT" Handled?

Your outsourced technical support works by assigning technical tasks to IT personnel. You will have an organizational structure that identifies the level of IT support. Visit our previous blog to learn the different levels of IT solutions that are ranked based on the complexity of the tasks.

For example, technical issues are usually divided into three categories: basic technical problems, intermediate technical problems, and advanced technical issues.

it support

How Do They Troubleshoot Issues?

Troubleshooting is essential for businesses when issues arise that impede daily transactions.

This service would often be integrated with financing processes, data recording, storing, and monitoring. This is because such steps would heavily rely on technology to complete the tasks.

Specific problems could arise, such as bugs and glitches in the computer systems or software used in the flow chain of business processes. Even with a simple bug in an internet connection, you rely on the tech guy to fix it.

The IT expert would quickly diagnose problems. Outsourced technical support providers usually have a team of professionals with years of technical experience, allowing them to troubleshoot any technical issue quickly and efficiently.

it technical support in server room

Types of Technical Support Outsourcing

Now see what types of technical support a business must outsource.

1. Remote Technical Support

This technical support outsourcing involves providing customer assistance remotely via the phone or using an online platform such as video conferencing.

2. On-site Technical Support

This is when technical support staff visit your office regularly to provide technical help and IT solutions in person.

3. Managed Technical Support

This type of technical support outsourcing involves having a dedicated technical team responsible for managing all technical services, troubleshooting issues, and providing technical advice.

4. Cloud-Based Technical Support

Cloud-based technical support outsourcing allows businesses to access IT services from remote locations such as cloud servers.

AI & Human Interaction Synergized

No matter how technology advances, it is still crucial that humans are at the core of technical support outsourcing. AI (artificial intelligence) and machine learning are great tools to help technical support teams become more efficient. Still, there is an essential role that human intervention plays in troubleshooting technical issues.

The technical team needs the right skills, resources, and experience to provide the best technical assistance and solutions.

Please fill out the information below and a member of our team will be in contact with you shortly.