SupportSpace - Expert Computer Techs Fix your Computer Remotely, while you watch online…

Overview

SupportSpace is a unique online technical support service that features both expert technicians as well as a suite of services for troubleshooting, repairing, and optimizing your computer and its peripherals.

Features

• Certified Experts - A rigorous certification program along with testing, interviews, and background checks ensure that the techs available to service your computer are knowledgeable and trustworthy.
• Flexible Pricing Options - Each expert offers services at various rates. You can select an expert based on your price range, specific technology specialty, or other qualifications.
• Expert Profiles - You can see which experts are online and available as well as view their profile, see how many cases they’ve handled, their approval rating, and their price.
• Wide Selection of Standard Services - SupportSpace.com offers a huge menu of fixed price services such as Spyware Removal, iPhone setup, network setup, online backups, data recovery, computer repairs, internet security, e-mail setup, and more

Benefits

Using SupportSpace.com is an excellent choice for repairing or optimizing your computer. With various services offered and expert help readily available, you can repair your computer without the hassles of taking it into the shop. In addition to having an expert guide you through the steps, you can also grant the expert permission to remotely control your computer and perform the tasks on your behalf.

Instead of spending countless hours researching your computer errors and searching for advice, SupportSpace.com offers solutions! Check their services menu and see if a pre-packaged solution exists or connect with a certified expert and get customized advice.

How it works

Certified experts are available around the clock to assist you with Windows XP, Vista, Internet Explorer, Microsoft Office, e-mail, backups, viruses, printers, hardware, security, networking, digital cameras, spyware, and more. Routine technical issues are handled via “express sessions” which typically last about twenty minutes while more complex issues require “premium sessions.” Price quotes are given in advance before the session begins. SupportSpace.com offers a money-back guarantee with no questions asked.

Recommendations

SupportSpace.com is ideal for any computer user who needs technical help. From helping you with routine computer issues such as installing an antivirus application to more complex services such as reviving Windows XP from a major crash, help is just a few clicks away.

Remote Tech Support: What are the privacy issues associated with remote support techs?

If I let them look at my computer via remote desk top will that compromise my privacy?

Let me remind you that dropping your computer off at the local electronics store and allowing them to keep it for several days potentially compromises your privacy. Surfing the Internet potentially compromises your privacy. Allowing a stranger to remotely control your desktop also has the potential to compromise your privacy. These are all valid concerns.

Fortunately, you have control over the decisions that you make. When considering a remote technical support company, you should definitely read their privacy policy, terms and conditions, and End User License Agreements. The privacy policy will tell you exactly how they plan on using your information. While reviewing these different policies and agreements, look to see how accessible the company appears to be. Do they list contact information? Do they have a policy for handling complaints? Do they state that they respect your privacy and have safeguards in place to protect it?

In addition, most remote tech support Web sites have FAQ pages or an area discussing how their remote software works. Read these pages as well. When your computer is remotely controlled by a technician, the technician controls the mouse and keyboard and sees everything you see on the screen. You can, and should, be present watching what’s happening on your screen. If you see anything going on that you are concerned about, you can disconnect. For example, if the remote technician is supposed to be running a virus scan but starts peeking in your Microsoft Money file, then you might have a problem. It’s best to shut down all applications before allowing a connection so that sensitive data isn’t inadvertently seen. Otherwise, if you had Microsoft Money open when the connection was initiated, the technician may need to close it. In this case, he wouldn’t necessarily be prying but he might see sensitive data.

Is it better to have a paid service or should I just use a free site?

Why not do both? I’ve reviewed quite a few technical support resources both free and paid. What I found is that you can buy blocks of time and use them as needed, kind of like a prepaid calling card. Once you find a reliable free site, you can use that site as a first step. If you find your answer, great! If not, then head over to the paid Web site and use your prepaid minutes. This strategy allows you to save your minutes for more difficult problems.

On the other hand, you may not want to deal with the hassle of juggling two remote tech support sites. When I’m in a hurry or have more pressing concerns, I’d rather just pay someone to handle my problems for me. If you’re this type of person, consider a paid plan and let the experts do what they do best.

When I’m not in a hurry and have time on my hands, I’m more of a do-it-yourselfer. Free tech support sites vary in their offerings and often come in the form of a forum or community. This means that you may not get answers right away. Even then, the answers may be requests for more information about your problem. This back and forth takes more time than having a technician control your computer remotely in search for a solution. Plus, unless you are a hands-on type, you may find the free sites require too much technical ability.

Knowing your abilities and attitude toward having service work done will help you decide whether to use free or paid tech support services. For example, if you know how to change the oil in your car but find that it’s more cost-effective and convenient to pay someone else to do it, you’re likely to appreciate the services offered by paid tech support sites. If you’d rather change the oil yourself and save a few bucks, then you owe it to yourself to explore the offerings of free tech support sites. You won’t get grease under your fingernails but you may have to do a bit more work.

Is there a chance they are conning me?

I’m one of those people who want to believe that everyone has my best interests in mind. At first glance, you might think I’m naïve. If so, you’d be wrong. I want to believe that everyone has my best interest in mind but I understand that this isn’t always the case. I know that con artists are out there. I also know that the Internet is the perfect environment for scams.

Your concern over remote technicians conning you has merit. After all, they’re asking you for payment upfront and they’re asking you for permission to connect to your computer. Sheesh! Not only is there a risk of identity theft, you could be paying for the privilege!

So, does this mean that remote technical support is a scam? Absolutely not. Most online tech support companies are legitimate companies service a valid need. Like any online transaction, you should be careful. A few questions to consider are:

• How did you hear about the company? Did you read a positive review at a reputable source such as CNET or PC Magazine or did you click a pop-up ad?
• Do they have a privacy policy? What does it say? Read the privacy policy carefully to find out exactly what they can access and how they plan to use your personal information.
• Is the site secure? When it comes time to pay for services, is the site secure? Look for “https” in the address bar or a locked padlock in the Web browser’s status bar.
• Is the remote support Web site part of a trusted company?

Remote tech support offers a terrific way to optimize and repair your computer without having to take it to a computer repair store. By connecting to your computer remotely, a technician can explore your system’s configuration, install security software, remove computer viruses and spyware, and much more. Throughout the process, you can watch the computer screen and see exactly what they are doing.

If you’re concerned about the remote technician viewing your banking or other sensitive information, you’d likely have these same concerns when dropping off your computer at the local computer repair store for several days - all unsupervised.   

Most companies are in business to provide legitimate services not scam you. Unfortunately, a few bad apples make it necessary to use caution, especially when handing over control of your PC. When choosing a remote technical support service, you should be aware of the risks and actively seek a service that has your best interests in mind. Check reputable sources for recommendations and read each potential tech support company’s privacy policy. If you’re uncomfortable, keep looking.

The only difference between remote tech support guys and in-person tech support guys is the format. I take that back; differences between any type of technical support person are abundant. For example, you could go to your favorite local computer repair store and work with two wildly different technical support technicians on two different occasions. Tech Guy # 1 may have superior training, experience, and multiple technical certifications while Tech Guy #2 may fumble through the job.

The same is true of online technical support personnel. However, remote technicians and the technical support guys at your local computer store often use the same diagnostic tools and software based solutions. When you lug your computer to the repair shop or schedule an in-home visit, it’s not uncommon for the tech support guy to scan your computer for viruses and spyware and clean your system’s registry. These tasks are done using software utilities. Likewise, when you use a remote tech support service, the technician connects to your computer remotely and runs these same scans and cleaning routines.

In the end, the result should be the same.

I absolutely adored the guy who used to come to my old office whenever we needed computer help. James had multiple certifications and knew what he was doing. In addition, he understood our company’s needs. However, even though his shop shared the same building, getting service promptly didn’t always happen. James was in high demand. When I could get James, he was extremely reliable.

I have also used remote technicians and have had excellent results with them as well. Amy worked across the country but could be counted on to connect to my computer and help me solve problems with the company’s point-of-sale software. Even though she was thousands of miles away, she was far more reliable than James who worked next door.

Both types of technicians have their place. If I needed network cards installed into workstations, I’d call James. If I needed help with software updates, I’d call Amy.

In fact, many companies offer both types of services. For example, Best Buy’s Geek Squad offers many of their services in store, in home or office, and online. Having a Geek Squad technician connect to your computer to deliver their “Basic Security” package is less expensive than having one drive out to your home or office and do it in person - and the results are the same. The agent will install security and privacy software, install crucial updates, and remove clutter using software and techniques learned through training.   

Both types of tech support guys can serve your needs and deliver terrific results. With modern technology, it often makes sense to choose remote tech support rather than schedule service. Not only can you get 24/7 computer help, you don’t have to wait. This alone makes the case for remote service.