How is technical support organized in software companies?

Question

Knowledge base

I don't understand the following:
- who to hire in support (programmers?)
- how does a technical support specialist become competent? How can a hired person provide assistance to an ordinary user even with hidden non-obvious features? In companies, are they forced to thoroughly study the product or are they taken from the developers?
How is the primary knowledge base created? How is its subsequent quality (responses) ensured during the work of technical support? Does the support fill the same base?
- how the effectiveness of technical support is ensured (except for searching for similar requests in the knowledge base or ticket system)
and probably
- what you should know when organizing your technical support or outsourcing in general (specially specialized companies)

Answer 1

Support is usually divided into lanes. Usually on 3.
1st line - you can hire girls, stupidly for registering / routing calls.
2nd line - you can hire students and give them a knowledge base in the teeth + they must have some background.
3rd line are programmers. Preferably directly from the project. They must create a knowledge base and minimally train the 2nd line.
This optimizes personnel costs. The highest paid 3rd line usually consists of 2-3 people, and the most numerous 1st line is the lowest paid.
As experience is gained, employees grow - from the 1st line to the 3rd and above. Information is accumulated in the knowledge base. How to keep it up-to-date - see articles about support KPIs - there are many of them and they are detailed.
In general, smoke ITIL - everything is painted there more than competently. You can go to ITIL courses - I know from my own experience that this is a useful investment of money and time.

Answer 2

first of those support there are different types of telephone support then web support then pc support first decide what you need which one of them and if so then better than programmers