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Technology is responsible for some of the most convenient objects of the modern age, things that we often take for granted. Getting around would be a lot more difficult without automobiles, and without fans, air conditioners or HVAC systems, this summer heat would be unbearable. However, one of technology’s few inconveniences is that it is not designed to last forever - everything breaks down at some point. Luckily, the machines we use aren’t often past the point of being repaired, and while the internet offers a wealth of information, 61% of consumers prefer to call customer service, more than any other contact channel. That metric alone should indicate how important having a solid support process is, not only for hardware- or technology-focused businesses but any public-facing organization. What is tier 1 technical support? Tier 1 technical support acts as the frontline, a cost-effective and efficient filter to ensure simple questions are answered for your customers quickly and you don’t waste the time and...

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