difference between (product support or customer service) representative..

@nehmer (609)
Philippines
April 30, 2010 10:14am CST
i just wanna clarify my mind about the distinction between the two.. the customer service representative is the callcenter agent itself.. am i correct? so what do product support representative do in a callcenter company?? if you are an agent or worker on a callcenter company before pls tell me you ideas on this.. im confused ...
5 responses
• Philippines
30 Apr 10
Hi Nehmer, I was once a product support rep( tech support agent) Both Customer service representatives (CSR) & product support representatives (PSR)are call center agents.... -there are 2 distinct types of call center agents -Inbound (waiting for the calls)& outbound(calling the customer themselves) -CSR are both inbound & outbound -they focuses on giving services like sales,information to the customers calling about the account they handle outbound- they try to call potential customers who might avail of their products. PSR or TSR - they are all inbound ; waiting for calls from customers who are members of their accounts who are having technical issues or problems with the products..like computers,phones,televisions..they help or walkthrough members in solving the problems they are having and their goal is to make the member very satisfied with the service to have them patronize or continue to avail the service... hope this help...have a great day!
@nehmer (609)
• Philippines
30 Apr 10
thanks ^^ whooo u clarified things for me this is a great site =) hehehe 1 last question.. what products are you selling there in the call center company? thanks for the reply...
• Philippines
30 Apr 10
hello nehmer. thanks a lot & I am glad it clarified your mind...there are actually different products...depends on the company....my account doesn't sell, we do technical support,fix the problems of the customers since I am a technical support rep...however our customer service rep sells the products such as internet,television & phone service.But other accounts sells credit cards,softwares & etc.. One tip nehmer incase you will try to work in a call center...they don't usually call it a call center...it's a BPO company ( business process outsourcing),incase they ask you to explain it.. - big & multinational companies from US,UK,Australia are hiring (outsourcing) people from different countries like Philippines,India,China & etc to do their business for them....
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@nehmer (609)
• Philippines
1 May 10
do you know the wage of the two jobs? does it have benefits?
• Indonesia
1 May 10
hmm... the customer service representative is the one who's dealing with papers and administrations for their customers. They're the one who helps their customer start from the registration untill they closed the customer application. As for the product support representative is more likely a Technical Support for the product. They're dealing with the technical issues like if i give you an example, how to setting an internet modem, how to install an internet in the customer's house, or something like that. And also, if the customer having problems with their internet, they will complain it to the customer service representative, but the one who will fix it is the product support representative. hmm..i hope i'm right though. I've been working as both ;)
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@nehmer (609)
• Philippines
1 May 10
ahh so the tech support only fixes problems thru the phone? am i correct? not outside? so the requirement is also exellent english capability...
@sulsisels (1685)
• United States
30 Apr 10
Hi nehmer..Having worked in many call centers, I believe that when they refer to "product support" they are talking about tech support. ie - Your computer is not working properly or your cable service is not performing, you call product support and get a tech that typically walks you through the "fix" process. This differs from customer service as it is a more specialized person. Customer service takes the call, finds out whats wrong, sends you to tech support. This has been my experience anyway. Of course i could be wrong, but think this is what they are looking for. Hope it helps J
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@nehmer (609)
• Philippines
1 May 10
do you recommend tech support or customer service what is the more tiring job?
• United States
30 Apr 10
Customer service is usually the person that takes the order, processes it and can give your tracking information on the item. Product support is usually the people that know the more technical information about each item. In some instances this person may be one and the same.
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@nehmer (609)
• Philippines
30 Apr 10
so your saying that product support representative also waits for calls from other countries? wha do call center companies sell?
@qamarep (4453)
• Pakistan
1 May 10
cusromer service is just the providing the information product service is personally providing the service of repairment