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What is the difference between a customer service representative and a technical support representative?

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What is the difference between a customer service representative and a technical support representative?

Customer Service Representatives (CSRs) primarily handle general customer inquiries, orders, and complaints and provide information about products or services. On the other hand, Technical Support Representative (TSRs) specialize in troubleshooting technical issues, offering guidance on product usage, and resolving complex technical problems related to a company’s offerings. CSRs focus on many customer concerns, while TSRs leverage technical expertise for intricate problem-solving. Both roles ensure excellent customer experiences within the call center environment.

The capacity of a call center to manage technical support calls depends on the proficiency and resources accessible to the customer service representatives designated as technical support specialists. When adequately trained and experienced, these representatives can address a broad spectrum of technical issues and aid customers in troubleshooting and resolving them. They must undergo specialized training in the company’s specific products or services and possess comprehensive knowledge to deliver precise and efficient support. At Select Call, our customer service representatives, particularly our technical support specialists, undergo extensive training, enabling them to handle technical support calls proficiently with expertise and precision.

Select Call Centre agents can handle technical support calls

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