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19 October 2017

Welding defects: The importance of having a technical support specialist for a modern industrial hardware store

I know that, for many of you, recruiting a technical support specialist may not be at the top of your priority list and this article may seem like it is wasted on you. 

But if you just read on a little further, you will discover everything you need to know about the wonderful world of technical support specialists, why they are important and why you should invest in one at the earliest convenience for your modern industrial hardware store!


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Welding defects: How to define a technical support specialist

To put it rather generally, a technical support specialist is someone who provides assistance and technical support to either businesses or consumers that are experiencing technical, hardware or software issues. They are able to deal with most customer issues and problems by phone or email, or even through the company website.


The tasks of a technical support specialist

Technical support specialists are very knowledgeable about computer systems, electronic systems and software applications (or in other words, all things technical). They are able to educate people, answer questions and troubleshoot any problems related to technology-based products and services. When attempting to help customers with their issues, one of the technical support specialist’s main tasks will be to ask the right questions in order to better understand what specific issue the consumer is having. As the vast majority of the customer audience will not be familiar with the technical jargon and could have some difficulty explaining their problem, the specialists must be patient, have good listening skills and excellent communication skills.

Some technical support specialists play a slightly different role as they work internally for a company. Their tasks include: conducting on-going testing of the company’s equipment and software programs, testing new products, providing feedback to the vendor and ensuring that new products are compatible with the company’s existing products and systems. These specialists can also provide training sessions to introduce new products and hardware to the employees, explaining how they work in layman’s terms and offering helpful advice and tips.

So, now that we know the basics, it’s time to take a look at the reasons why a technical support specialist is so important to your company.


They know what they’re doing and what they should be doing

When you first hire a technical support specialist, they will interview you and your team. They will learn everything about your company and brand; what you have done before, what you are currently doing and what you would like to be doing. They will then evaluate your current hardware and business network to see what works for you and what doesn’t and help you to plan future upgrades and changes to your company. This is important as they are impartial and objectively able to judge your business set-up.


They ensure that you evolve technologically

It’s hard to imagine something worse than getting a lot of business but not being able to do the work promptly because the technology you’re using can’t keep up. That is where your technical support specialist comes in. As your needs evolve, they make every necessary adjustment to ensure your technology can keep up with demand and can support your ever-increasing workload.


They are constantly available

Most businesses will rely on their computers and networks to keep business flowing – so much so that, if their primary server were to fail, work and profitability would both effectively break down. If that were to happen, how long could you afford to wait for the problem to be addressed? Probably not very long. Something major like that must be fixed immediately. This is the advantage of a technical support specialist. They are available anytime for anything and usually have the problem solved within in a short time as they are familiar with your business.


They are IT-savvy

Information technology is rapidly becoming more complex, and it can be difficult to keep up to date especially if you are not firmly rooted in IT. With a technical support specialist at the helm, you will have someone to guide you through every process and every stage.



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