What Is Meant By Remote Tech Support?

January 24, 2013 Posted by

Technical support is the back bone of any product or service offered by the organization. Marketing a product with 24/7 support is much easier. As the world grew up to a computerized civilization, the need to solving computer issues easily became a requirement. The various means of technical support offered include phone support, chat support, email support, support in person and remote tech support. Out of all the various support systems in place, remote technical support via internet is the most favored one by the customers.

Remote tech support or remote support solutions involves connecting to the problem computer via internet, diagnosing the problem, experimenting with possible solution steps, fix the issue and verify the solution consistency. There is quite a lot of desktop sharing software available in the industry with lot many inbuilt features. The support engineer uses the desktop sharing software to gain access to the problem computer. The software enables you to take control of the remote computer and can synch the support engineers mouse clicks and key strokes with the problem computer. To the customer, it might look like his computer having activity when he is doing nothing.;

Earlier it used to be a tiresome job to carry your machine to the local support store to fix a software issue. Now it takes less than half an hour to fix a software issue with the help of remote support solutions. The limitations of other means of support are very much rectified by remote tech support. Unavailability of internet connection would be the only circumstance in which one cannot avail remote support for a software issue with the computer. Health check of the system, virus removal, mail client troubles, scanning for spyware, software upgrades and new application installations are some of the most commonly handled issues in such service.

The cost involved in getting a support person on the site is saved with the help of remote technical support, which is one of the prime reasons for its popularization. In phone, chat or email support, if the customer is not a technical person, it would be a tough time to fix an issue. The support engineer would have to put it in the simplest manner and even then it’s not necessary that the customer would be able to perform the steps described. Remote technical support it makes the process run in a much smoother way rather than spending hours on the phone or chat. Email support system has always been condemned about the turnaround time. The description given initially by the customer will not be enough for the engineer to diagnose the issue. Therefore another set of questions would be send back to the customer which will give some insight about the issue faced by the customer. Even then it would take a lot time to make the customer perform the required technical steps to resolve the issue faced. In remote support solutions, all this hassles are overcome as the engineer has direct access to the problem computer and perform the required solution steps either in the customer’s presence or absence.

Remote technical support can be used to fix software related issues, server management, etc only if internet is available. If there is any hardware issues, the computer either has to be carried on to the support store or an engineer has to be scheduled for a site visit. Unavailability of internet being the only limitation, remote technical support is more favored owing to its reduced time and cost, and easiness and hassle free features.

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