Title: Describe the customer-support environment and technician responsibilities.
Course: Computer Systems Technology I (10002-I) > Section: Developing Communication Skills and Ethics

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?