What does a technical support officer do in a BPO?

How does a technical support offer help on questions asked by callers? Does he have access to all information on the computer or he has to answer using his own knowledge base? Can anybody explain me the working of a BPO?

From what I know, there is like a textbook for the specific software/hardware that the tech support officers of a company deal with. It is up to the Techie to read and learn the workings of the software/hardware as well as troubleshooting guides. There is no general Techie that knows all, they generally have specific areas which they excel in and the basic knowledge of others!

This is what I believe and hence is not factual, therefore it may be wrong.

A technical support representative is a person who provides answers to questions from customers regarding use and trouble-shooting of equipment usually over the phone. It can either be for hardware, software, use or application of different pieces of equipment, from home appliances, to commercial equipment to industrial machinery.