Describe the customer-support environment and technician responsibilities.

Description should examine various jobs and work environments, including

• help desk
• call center
• remote support
• field technician.

The description should include the responsibilities of level-one and level-two technicians with regard to documentation and escalation of a customer's problem. 

Process/Skill Questions:

• What type of personality might benefit a person working in a customer-support environment?
• What are the differences among a help desk tech, a PC service tech, PC support tech, and a bench tech?
• What are the education requirements and average salaries for the various customer support positions?
• How can Internet searches be used by tech support persons to find reliable troubleshooting approaches?