Customer service representative vs technical support representative

Many people are unsure of the difference between Technical Service Representatives (TSRs) and Customer Service Representatives (CSRs).

Do you need to hire TSRs or CSR for your company?

In short, TSRs work on technical issues with customers, while CSRs handle customer service problems.

First, let's discuss the difference is between customer service and technical support.

Customer service vs Technical Support

Technical Support assists customers who might run into issues with technical products or services.

Customer Service, on the other hand, is focused on assisting clients with any type of problem, whether it's technical or non-technical. This might range from locating the proper product to making a specific purchase to changing their payment method to using their preferred language.

Consider it this way: Technical Support is a sort of Customer Service that may be provided to clients.

However, not every firm that provides Customer Service will also provide Technical Support. A business that sells t-shirts, for example, does not require hardware or software support from its consumers but may assist them in other areas relating to their purchase.

Continue reading: Customer Service vs Technical support

What does a Technical support Representative (TSR) do?

A Technical Support Representative's job is to diagnose and troubleshoot any issues related to a product they sell. They also provide instructions for common tasks such as setting up an account or installing software.

A Technical Support Representative will also offer guidance related to computer hardware and software configuration. Many Technical Support Representatives have backgrounds in Information Technology or Computer Science, but no formal training is required.

What does a customer service representative (CSR) do?

Customer Service Representatives typically answer incoming phone calls from customers who need help with products they've purchased at retail stores or online shops like Amazon. If you're looking for a customer service position that doesn't require in-depth product knowledge, CSRs are a good option. They resolve problems and help customers with complaints, questions about order status or returns, and other issues.

So do you hire CSRs or TSRs?

So which one is right for your company? If you're looking for someone to help with technical support issues then TSRs are the right fit. If you need someone to help with customer service issues, CSRs will be a better choice. Both positions are important in providing quality customer service and ensuring that your customers are happy.

Closing thoughts

The Technical Service Representative and the Customer Service Representative are both important in providing quality customer service. The Technical Service Rep will help with product-related issues while the CSR will help with customer service issues. Hiring either of these positions is a great way to ensure that your customers are happy and satisfied with their purchases!