Go with 'Technical Support' unless you want to take all sorts of calls with end users wanting help on operational training issues. THIS DOES HAPPEN! -- Thanks, Joe
On Sat, Mar 3, 2012 at 6:56 AM, William Herrin <b...@herrin.us> wrote: > On Sat, Mar 3, 2012 at 2:46 AM, Tarig Adam <tariq198...@gmail.com> wrote: >> I am working for a new Small ISP and we are trying to establish a >> center for receiving technical calls and inquires from customers and >> the technicians in this center may do some basics troubleshooting. >> >> What is the suitable title for this center and what we should call >> this people who do this job? Technical Support, Helpdesk, or Call >> Center. does each term has a specific meaning? > > Hi Tarig, > > For what it's work, I think of the terms this way: > > Help Desk: The place I call when I need my employer's IT department to > fix my broken computer. > > Call Center: The place that wants to administer a telephone survey > while I'm trying to eat dinner. > > Technical Support: The place I call when a technology product or > service malfunctions. > > >> And is there any standard structure of this center? > > Varies with size. At one end of the spectrum you have 3 phones with > call distribution from the tech support number. At the other you have > a dedicated office building containing staff with product specialties. > > >>And what is the >> relation of this people with other network/software Engineers? > > The engineers are second or third tier support. When Tech Support > can't solve the problem, Tech Support calls an engineer for help. Once > the engineer does his magic, Tech Support verifies it and then > responds to the customer. > > Regards, > Bill Herrin > > > -- > William D. Herrin ................ her...@dirtside.com b...@herrin.us > 3005 Crane Dr. ...................... Web: <http://bill.herrin.us/> > Falls Church, VA 22042-3004 >
