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</style><div role="note" class="hatnote navigation-not-searchable">"Tech support" redirects here. For the television episode, see <a href="Tech_Support_(Beavis_and_Butt-Head)" title="Tech Support (Beavis and Butt-Head)">Tech Support (Beavis and Butt-Head)</a>.</div>

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<p><b>Technical support</b>, commonly shortened as <b>tech support</b>, is a <a href="Customer_service" title="Customer service">customer service</a> provided to customers to resolve issues, commonly with <a href="Consumer_electronics" title="Consumer electronics">consumer electronics</a>. This is commonly provided via <a href="Call_centre" title="Call centre">call centers</a>, <a href="Online_chat" title="Online chat">online chat</a> and <a href="Email" title="Email">email</a>.<sup id="cite_ref-1" class="reference"><a href="#cite_note-1"><span class="cite-bracket">[</span>1<span class="cite-bracket">]</span></a></sup> Many companies provide <a href="Internet_forum" title="Internet forum">discussion boards</a> for users to provide support to other users, decreasing load and cost on these companies.<sup id="cite_ref-2" class="reference"><a href="#cite_note-2"><span class="cite-bracket">[</span>2<span class="cite-bracket">]</span></a></sup>

</p>

<div class="mw-heading mw-heading2"><h2 id="Outsourcing_tech_support">Outsourcing tech support</h2></div>

<p>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 <a href="Call_centers" class="mw-redirect" title="Call centers">call centers</a> in countries or regions with lower costs. <a href="Dell" title="Dell">Dell</a> was amongst the first companies to outsource their technical support and customer service departments to India in 2001.<sup id="cite_ref-3" class="reference"><a href="#cite_note-3"><span class="cite-bracket">[</span>3<span class="cite-bracket">]</span></a></sup> There has also been a growth in companies specializing in providing technical support to other organizations. These are often referred to as MSPs (Managed Service Providers).<sup id="cite_ref-4" class="reference"><a href="#cite_note-4"><span class="cite-bracket">[</span>4<span class="cite-bracket">]</span></a></sup>

</p><p>For businesses needing to provide technical support, <a href="Outsourcing" title="Outsourcing">outsourcing</a> allows them to maintain high availability of service. Such need may result from peaks in call volumes during the day, periods of high activity due to the introduction of new products or maintenance service packs, or the requirement to provide customers with a high level of service at a low cost to the business. For businesses needing technical support assets, <a href="Outsourcing" title="Outsourcing">outsourcing</a> enables their core employees to focus more on their work in order to maintain productivity.<sup id="cite_ref-perkins_5-0" class="reference"><a href="#cite_note-perkins-5"><span class="cite-bracket">[</span>5<span class="cite-bracket">]</span></a></sup> It also enables them to utilize specialized personnel whose technical <a href="Knowledge_base" title="Knowledge base">knowledge base</a> and experience may exceed the scope of the business, thus providing a higher level of technical support to their employees.

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<div class="mw-heading mw-heading2"><h2 id="Multi-level_tech_support">Multi-level tech support</h2></div>

<p>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 reason for providing a multi-tiered support system instead of one general support group is to provide the best possible service in the most efficient possible manner. Success of the organizational structure is dependent on the <a href="Technician" title="Technician">technicians</a>' understanding of their level of responsibility and commitments, their customer response time commitments, and when to appropriately escalate an issue and to which level.<sup id="cite_ref-walker_6-0" class="reference"><a href="#cite_note-walker-6"><span class="cite-bracket">[</span>6<span class="cite-bracket">]</span></a></sup> A common support structure revolves around a three-tiered technical support system. Remote computer repair is a method for <a href="Troubleshooting" title="Troubleshooting">troubleshooting</a> software related problems via <a href="Remote_desktop" class="mw-redirect" title="Remote desktop">remote desktop</a> connections.<sup id="cite_ref-7" class="reference"><a href="#cite_note-7"><span class="cite-bracket">[</span>7<span class="cite-bracket">]</span></a></sup>

</p>

<div class="mw-heading mw-heading3"><h3 id="L1_Support">L1 Support</h3></div>

<p>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.<sup id="cite_ref-walker_6-1" class="reference"><a href="#cite_note-walker-6"><span class="cite-bracket">[</span>6<span class="cite-bracket">]</span></a></sup> When analyzing the symptoms, it is important for the technician to identify what the customer is trying to accomplish so that time is not wasted on "attempting to solve a symptom instead of a problem."<sup id="cite_ref-walker_6-2" class="reference"><a href="#cite_note-walker-6"><span class="cite-bracket">[</span>6<span class="cite-bracket">]</span></a></sup>

</p><p>Once identification of the underlying problem is established, the specialist can begin sorting through the possible solutions available. Technical support specialists in this group typically handle straightforward and simple problems while "possibly using some kind of knowledge management tool."<sup id="cite_ref-windley_8-0" class="reference"><a href="#cite_note-windley-8"><span class="cite-bracket">[</span>8<span class="cite-bracket">]</span></a></sup> This includes troubleshooting methods such as verifying <a href="Physical_layer" title="Physical layer">physical layer</a> issues, resolving username and password problems, uninstalling/reinstalling basic <a href="Software_applications" class="mw-redirect" title="Software applications">software applications</a>, 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 contain the competency required for solving complex issues.<sup id="cite_ref-kajko_9-0" class="reference"><a href="#cite_note-kajko-9"><span class="cite-bracket">[</span>9<span class="cite-bracket">]</span></a></sup> 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.<sup id="cite_ref-kajko_9-1" class="reference"><a href="#cite_note-kajko-9"><span class="cite-bracket">[</span>9<span class="cite-bracket">]</span></a></sup>

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<div class="mw-heading mw-heading3"><h3 id="L2_Support">L2 Support</h3></div>

<p>Tier II (or Level 2, abbreviated as <b>T2</b> or <b>L2</b>) 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 <b>level 2 support</b>, <b>support line 2</b>, <b>administrative level support</b>, and various other headings denoting advanced technical <a href="Troubleshooting" title="Troubleshooting">troubleshooting</a> 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.<sup id="cite_ref-kajko_9-2" class="reference"><a href="#cite_note-kajko-9"><span class="cite-bracket">[</span>9<span class="cite-bracket">]</span></a></sup> However, prior to the <a href="Troubleshooting" title="Troubleshooting">troubleshooting</a> 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.<sup id="cite_ref-walker_6-3" class="reference"><a href="#cite_note-walker-6"><span class="cite-bracket">[</span>6<span class="cite-bracket">]</span></a></sup>

</p><p>If a problem is new and/or personnel from this group cannot determine a solution, they are responsible for elevating this issue to the Tier III technical support group. In addition, many companies may specify that certain troubleshooting solutions be performed by this group to help ensure the intricacies of a challenging issue are solved by providing experienced and knowledgeable technicians. This may include, but is not limited to, onsite installations or replacement of various hardware components, software repair, diagnostic testing, or the utilization of remote control tools to take over the user's machine for the sole purpose of troubleshooting and finding a solution to the problem.<sup id="cite_ref-walker_6-4" class="reference"><a href="#cite_note-walker-6"><span class="cite-bracket">[</span>6<span class="cite-bracket">]</span></a></sup><sup id="cite_ref-nelson_10-0" class="reference"><a href="#cite_note-nelson-10"><span class="cite-bracket">[</span>10<span class="cite-bracket">]</span></a></sup>

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<div class="mw-heading mw-heading3"><h3 id="L3_Support">L3 Support</h3></div>

<p>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 experts in their fields and are responsible for not only assisting both Tier I and Tier II personnel, but with the research and development of solutions to new or unknown 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.<sup id="cite_ref-walker_6-5" class="reference"><a href="#cite_note-walker-6"><span class="cite-bracket">[</span>6<span class="cite-bracket">]</span></a></sup> If it is at all possible, the technician will work to solve the problem with the customer as it may become apparent that the Tier I and/or Tier II technicians simply failed to discover the proper solution. Upon encountering new problems, however, Tier III personnel must first determine whether or not to solve the problem and may require the customer's contact information so that the technician can have adequate time to troubleshoot the issue and find a solution.<sup id="cite_ref-kajko_9-3" class="reference"><a href="#cite_note-kajko-9"><span class="cite-bracket">[</span>9<span class="cite-bracket">]</span></a></sup> It is typical for a developer or someone who knows the code or backend of the product, to be the Tier 3 support person.

</p><p>In some instances, an issue may be so problematic to the point where the product cannot be salvaged and must be replaced. Such extreme problems are also sent to the original developers for in-depth analysis. If it is determined that a problem can be solved, this group is responsible for designing and developing one or more courses of action, evaluating each of these courses in a test case environment, and implementing the best solution to the problem.<sup id="cite_ref-kajko_9-4" class="reference"><a href="#cite_note-kajko-9"><span class="cite-bracket">[</span>9<span class="cite-bracket">]</span></a></sup>

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<div class="mw-heading mw-heading3"><h3 id="L4_Support">L4 Support</h3></div>

<p>While not universally used, a fourth level often represents an escalation point beyond the organization. L4 support is generally a hardware or software vendor.<sup id="cite_ref-BMC_11-0" class="reference"><a href="#cite_note-BMC-11"><span class="cite-bracket">[</span>11<span class="cite-bracket">]</span></a></sup>

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<div class="mw-heading mw-heading2"><h2 id="Scams">Scams</h2></div>

<div role="note" class="hatnote navigation-not-searchable">Main article: <a href="Technical_support_scam" title="Technical support scam">Technical support scam</a></div>

<p>A common scam typically involves a <a href="Cold_caller" class="mw-redirect" title="Cold caller">cold caller</a> claiming to be from a technical support department of a company like <a href="Microsoft" title="Microsoft">Microsoft</a>. Such cold calls are often made from <a href="Call_center" class="mw-redirect" title="Call center">call centers</a> based in <a href="India" title="India">India</a> to users in <a href="List_of_countries_by_English-speaking_population" title="List of countries by English-speaking population">English-speaking countries</a>, although increasingly these scams operate within the same country. The scammer will instruct the user to download a <a href="Remote_desktop" class="mw-redirect" title="Remote desktop">remote desktop</a> program and once connected, use <a href="Social_engineering_(security)" title="Social engineering (security)">social engineering</a> techniques that typically involve <a href="Microsoft_Windows" title="Microsoft Windows">Windows</a> 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.<sup id="cite_ref-12" class="reference"><a href="#cite_note-12"><span class="cite-bracket">[</span>12<span class="cite-bracket">]</span></a></sup>

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<ul><li><a href="Call_center" class="mw-redirect" title="Call center">Call center</a></li>

<li><a href="Call_board" class="mw-redirect" title="Call board">Call board</a></li>

<li><a href="Customer_service" title="Customer service">Customer service</a></li>

<li><a href="Comparison_of_issue-tracking_systems" title="Comparison of issue-tracking systems">Comparison of issue-tracking systems</a></li>

<li><a href="Comparison_of_help_desk_issue_tracking_software" title="Comparison of help desk issue tracking software">Comparison of help desk issue tracking software</a></li>

<li><a href="Help_desk_software" title="Help desk software">Help desk software</a></li>

<li><a href="Customer_support" title="Customer support">Customer support</a></li></ul>

<div class="mw-heading mw-heading2"><h2 id="References">References</h2></div>

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