Customer Service and Technical Support (STS)

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Customer Service and Technical Support addresses problems; installs, configures, troubleshoots, and provides maintenance and training in response to customer requirements or inquiries (e.g., tiered-level customer support). Typically provides initial incident information to the Incident Response (IR) Specialty. [NIST SP 800-181]

The Customer Service and Technical Support NICE Framework Specialty Area contains the following Work Roles: