Roles of Technical Support

Topics: IP address, Internet, Virtual private network Pages: 5 (1300 words) Published: May 19, 2011
     As a technical support, we are here to help our customers with the issues that they are reporting. One rule of being a technical support is to always remember "Not to make our customer feel that we are getting rid of them, instead make them feel that we are here to assist them". Listen and then respond.

Essential Duties and Responsibilities :
* Provide client support and technical issue resolution via E-Mail, phone and other electronic medium. * Configuration of client's equipment to connect to the Internet using  proXPN software. * Configure software to connect to Internet application servers. * Obtain general understanding of OS and application operations related to company offered services. * Identify and correct or advise, on operational issues customer’s computer systems. * Able to work independently and efficiently to meet deadlines. * Able to promptly answer support related email, phone calls and other electronic communications. * Self motivated, detail-oriented and organized.

* Must be able to perform each essential duty satisfactorily. Here's some good rules of thumb for phones

1) Be yourself - be professional at all times, but just be yourself. 2) Never argue with a customer - if they put you on edge, kill them with kindness 3) Don't let the customer drag the call out - be polite, but firmly end a call when it's time. 4) If customers are complaining about something you have no control over (like pricing), refer them to a manager. 5) Don’t be afraid to say, "I don't know, but I will find out for you"

 As long as you follow up on that one, 99.9999% of people who call will be fine with that.


A virtual private network (VPN) is a computer network that uses a public telecommunication infrastructure such as the Internet to provide remote offices or individual users secure access to their organization's network. It aims to avoid an expensive system of owned or leased lines that can be used by only one organization. It encapsulates data transfers using a secure cryptographic method between two or more networked devices which are not on the same private network so as to keep the transferred data private from other devices on one or more intervening local or wide area networks. There are many different classifications, implementations, and uses for VPNs. (from wikipedia)  

proXPN is a VPN service that secures your existing internet connection.  proXPN is a "Freemium" product - that is, the software client is a free download and includes a proXPN basic account (which the user creates the first time they try to sign in. Premium uses the same software client - all premium features are enabled on the server side.  So there is no "registration key" for the software, nor are there two different versions of the software  Free proXPN users have access only to the Miami, USA servers and have limited bandwidth speed, and no    PPTP   VPN. Free users are of course, free.  Premium accounts are $9.95 per month, and $49.95 for a bi-annual subscription  The advantage of using a vpn like proXPN is that your ISP cannot monitor your online activity, since all of your web traffic is inside of an encrypted tunnel that goes from you to our server, and then your traffic goes out to the internet from there. This also has the extra advantage of giving you a public IP that is not the same as the IP your ISP gives you, thereby making you truly anonymous.

As we are an anonymous vpn service, whatever site you're checking that at likely has an outdated GeoIP database - those IPs are routed to our Miami, FL location in the USA.  So for support, about 90% of the support tickets are about speed and/or connection issues.  The "Dirty little secret" of VPN service is that speed is often times not going to be great - as it fully depends on the quality of the connection between your location and the proXPN server you're connecting to. Same thing for...
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