Sophos Partner Brisbane has seen the importance of technical support, but they still have to look closely at its human component: the team. To give you an idea of their role, 7 out of 10 customers expect the agent to know who they are and what they have bought and said. Therefore, the specialized technical support team is an important factor in customer satisfaction. Look at three advantages of having expert agents in your company.

1. Available to solve all problems

With the NEC Brisbane solutions implemented, more agility in problem resolution. This is because a skilled individual is used to identifying the source of errors and accurately resolving them.

A technical support team in your company reduces the time needed to resolve complaints and increases internal productivity. After all, the less time your agents and reps spend on simple, repetitive tasks, the more available they are to take care of the customer.

1. Default solutions

Each support technician specialized in a certain software has detailed records of all kinds of problems derived from an update or modification in the system.

1. Quick solution

The consumer will always look for a company that generates quick answers. That is an important reason for every company to have a technical support team that promptly handles all the problems that arise in operation.

Technical support creates a direct channel with the customer, who can have a positive or negative experience, depending on whether their complaint has been resolved. For example, the quality and agility of the technical support provided to a client is one way for your company to differentiate itself from the competition.

• The 4 levels of technical support in a company

After knowing the definition with a practical example, it is time to understand the importance of technical support within a company. It should be noted that although support is divided into levels, customer satisfaction depends on their integration.

Level 1: Help Desk

Sophos XG Firewall Support solves their customer’s problem in a single interaction. To meet this expectation, companies have a help desk team. Also known as technical support level 1, it represents the first line of customer service. You are responsible for answering simple and frequently asked questions, collecting basic data, and setting priorities.

Level 2: Service Desk

The service desk represents level 2 technical support. It provides specialized help and investigates the roots of more complex problems. Depending on the industry, the agent can suggest known solutions based on past interactions with other customers. Therefore, the level 1 agent must collect detailed information on the first contact.

Level 3: Back-end support

The back end refers to parts of an application or program code that allow it to operate, such as databases and their processing components. It is a highly expert team responsible for developing solutions for new or unknown problems. In addition to investigating issues raised by customers and other support levels, they can also act to prevent incidents.

Level 4: Beyond your company

Although few people use it, there is a fourth level of technical support. It refers to help outside the boundaries of your organization, usually related to hardware. If the physical structure of your phone no longer handles software updates.