What is the role of a technical support representative in customer service?

Technical support representatives provide assistance and troubleshooting for customers experiencing issues with products or services. They are knowledgeable about the technical aspects of the company’s offerings and guide customers through problem-solving steps. Their role involves diagnosing issues, providing step-by-step instructions, and resolving technical problems promptly and effectively. Technical support representatives aim to ensure customer satisfaction, maintain product functionality, and enhance the overall customer experience with the company’s technology-based products or services.