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Why should you hire a technical support representative?

Today, technical support plays a vital role in ensuring the smooth operation of companies. 

Technical support representatives are the unsung heroes who keep businesses up and running. They are in charge of troubleshooting software issues, resolving hardware malfunctions, and providing guidance on complex systems.

These skilled professionals bridge technology and users, offering invaluable assistance that saves time, money, and frustration.

Explore why hiring a technical support representative is a smart decision for any business.

What does a technical support representative do?

Technical support representatives resolve technical queries and provide solutions for employees and customers.

They act as the first point of contact for customers and staff experiencing technical difficulties. Compared to customer support representatives, they are more focused on system and network technicalities.

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Their primary responsibilities include troubleshooting systems and devices, providing step-by-step guidance, and offering remote or on-site support when required.

What does a technical support representative do
What does a technical support representative do

Responsibilities of a technical support representative

The responsibilities of technical support representatives are diverse and demanding. They are expected to:

  • Resolve technical problems. Technical support representatives have the expertise to identify and resolve customers’ technical issues. They work on these issues according to their applicable support levels and ensure guaranteed results.
  • Document and track issues. A technical support representative maintains detailed records of customer interactions, including the problem description, solutions provided, and any follow-up steps.
  • Collaborate with internal teams. These representatives often collaborate with other departments and external clients as needed. They work closely with various teams to address complex technical problems and suggest improvements.

Skills possessed by a technical support representative

Technical support representatives need a diverse skill set to excel in their roles. Some of these skills include:

Technical expertise

Technical support representatives must have in-depth knowledge of the product or service they are supporting.

They should be proficient in troubleshooting software and hardware issues, understanding system configurations, and adapting to new technologies quickly.

This expertise allows them to provide accurate and efficient solutions to customers.

Strong communication skills

Technical support representatives must possess exceptional verbal and written communication skills to convey complex technical concepts clearly and concisely.

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They should also actively listen to customers, ensuring they fully understand the problem before offering solutions.

Problem-solving abilities

Technical support representatives encounter diverse technical challenges daily. They must have strong problem-solving abilities to analyze the root cause of an issue and apply logical thinking to implement them effectively.

They should be adaptable, resourceful, and capable of thinking on their feet.

Patience and empathy

Dealing with rude customers is a common scenario for technical support representatives. Patience and empathy are essential traits that allow them to handle difficult situations with grace and professionalism.

Technical support representatives can build trust and reassurance by empathizing with customers’ concerns and OP360 understands the importance of this customer-centric approach in delivering exceptional support services.

Patience and empathy
Skills possessed by a technical support representative

Challenges in hiring a technical support representative in-house

Hiring a technical support representative in-house poses several challenges for companies:

Limited talent pool

Finding qualified technical support representatives can be challenging due to a limited local talent pool. Support representatives in the US, for instance, are constantly declining in supply along with most roles in the country.

Companies may struggle to attract experienced individuals with the desired skill set, leading to a lengthy and competitive recruitment process.

Cost of recruitment and training

Hiring and training a technical support representative in-house can be an expensive endeavor. 

Companies must invest time and resources in recruitment, onboarding, and training activities, which can strain their budget.

Scalability limitations

In-house teams often face scalability limitations. As the company grows, the volume of technical support requests may increase.

Hiring and training additional in-house representatives to match the demand can be time-consuming and might not be a viable option for rapid expansion.

Retention and turnover

Retaining talented technical support representatives is essential for maintaining customer satisfaction.

However, in-house teams may struggle with high turnover rates. According to LinkedIn, the turnover rate for tech roles is 13.2%.

Employee burnout, lack of career growth opportunities, or inadequate salary structures can all contribute to this challenge.

Hiring a technical support representative offshore

Many companies hire a technical support representative offshore to overcome the challenges associated with in-house hiring. 

Outsourcing technical support allows companies to tap into a broader talent pool. They are able to find highly skilled technical support representatives with diverse backgrounds and experiences.

By considering offshore options, companies can unlock access to a global talent pool. This helps them overcome language and cultural barriers, ultimately enhancing their technical support capabilities.

In addition, offshore hiring can be a cost-effective solution compared to hiring in-house representatives. It eliminates excess expenses as offshore teams are already equipped to handle technical support tasks.

Hiring a technical support representative offshore
Hiring a technical support representative offshore

Offshore teams can scale up or down quickly, accommodating variations in demand without extensive recruitment and training processes. It enables companies to adapt to changing customer needs efficiently.

While hiring in-house may present challenges, offshore hiring offers a cost-effective and scalable alternative.

In conclusion, technical support representatives are vital in providing exceptional customer service and resolving technical issues effectively. They possess technical expertise, strong communication skills, problem-solving abilities, and empathy.

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About OA

Outsource Accelerator is the trusted source of independent information, advisory and expert implementation of Business Process Outsourcing (BPO).

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Outsource Accelerator offers the world’s leading aggregator marketplace for outsourcing. It specifically provides the conduit between world-leading outsourcing suppliers and the businesses – clients – across the globe.

The Outsource Accelerator website has over 5,000 articles, 450+ podcast episodes, and a comprehensive directory with 3,900+ BPO companies… all designed to make it easier for clients to learn about – and engage with – outsourcing.

About Derek Gallimore

Derek Gallimore has been in business for 20 years, outsourcing for over eight years, and has been living in Manila (the heart of global outsourcing) since 2014. Derek is the founder and CEO of Outsource Accelerator, and is regarded as a leading expert on all things outsourcing.

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