Description should examine various jobs and work environments, including

• help desk (e.g., ticketing systems)
• call center
• remote support (e.g., live chats, messaging apps)
• field technician.

The description should include the responsibilities of technicians with various levels of expertise regarding 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 between 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 ticketing systems ensure efficiency in a help desk?