Comment faire remonter les problèmes techniques à des niveaux de support plus élevés ?

Identify the impact on the company (think about impact on reputation for example if they are a service provider, lost company and/or customer data, failed uptime agreements) and the financial impact (loss of profits, fines, etc), as some "system down" situations can cause companies million dollar losses an hour. This gives a clear indication of the urgency and impact which dictate the next steps on the escalation policy. Think about when Account managers may need to be asked to participate in impact management.

Replication - as an engineer have you seen the issue, can it be replicated? This can provide critical information to the person your escalating too. A picture paints a thousand words.

The escalation of a complex issue should require a request for resources from both sides of the equation. All hands on deck and that means cooperating hands from the customer side as well as support so we are troubleshooting facts and not symptoms. If there is an integration between applications that the other vendor should be present. Get the DBA, Network team, VMware, or Windows team to prove it is not them instead of deny first. Just as important is that the 1st and or second line Engineer should stay involved for the learning opportunity to be able solve the issue the next time it occurs. Complex issues are most efficiently solved by simple cooperation and the muting of non-contributors.

Understanding your audience is key! Some escalations may require the same type of data on each request, while others thrive on creative brainstorming and bouncing ideas back and forth. Each one operates uniquely, demanding specific data to effectively troubleshoot the issue. Gathering ample data is crucial, but equally important is organizing it to suit the recipient. By getting on the same page with your escalation team/person regarding the issue at hand, we can handle escalations with intention and effectiveness for better collaboration and quicker resolutions.

Segun mi experiencia al momento que los accesos, la criticidad y la urgencia del soporte solicitado, es de escalarlo cuando eso ya no dependa de nosotros segun los procesos de cada organizacion, ya que todos tienen un proceso a llevar y asi identificar antes el problema para dar un resumen de lo que se ha definido antes de poder escalarlo

In my perspctive different escalation level 0-5 available in many organizations. Each levels have committed with significant duties and responsibilities accoding to the escalation policies .

It is important to include what you have tried to resolve the issue and what the outcomes were. The more detailed you are, the better!

Find multiple ways to define the terms. Some words may be jargon and unavoidable. What one word is to a single person, may have a completely different definition, or assumption, from another person. With so many ways to communicate, find ways to break down the issue for others. The more overwhelming, or vague, it is, the quicker a mistake may be made. Find the middle ground and be sure to not only speak to each other but listen as well.

El problema raiz de la solicitud es lo primoridal, para poder apoyar al segundo, tercer, etc nivel que la organizacion tenga, y poder ir brindando el resumen de lo identificado.

Ensuring the end user is well-informed is essential for creating a positive experience. It's crucial to remember that when someone feels left out of the loop, they may feel isolated. By providing even the tiniest update, showing that someone cares and the issue is being addressed, we can enhance their experience. This thoughtful approach makes them feel supported, reducing their frustration. Let's keep in mind that they reached out for assistance, not just for fun, so extending a helping hand, and letting them know it hasn't left, is truly valuable.

Ensuring the end user is well-informed is essential for creating a positive experience. It's crucial to remember that when someone feels left out of the loop, they may feel isolated. By providing even the tiniest update, showing that someone cares and the issue is being addressed, we can enhance their experience. This thoughtful approach makes them feel supported, reducing their frustration. Let's keep in mind that they reached out for assistance, not just for fun, so extending a helping hand, and letting them know it hasn't left, is truly valuable.

Collaboration is key as you will be on the frontline assisting the escalation team with testing or feedback from the customer after any changes are made, or perhaps more information gathered. Some issues may demand a length of time to resolve or can only be resolved out of hours. Hence a work around should be agreed with the escalation team before being communicated to the customer as this will allow work to continue and minimise business disruption.

Ensuring the end user is well-informed is essential for creating a positive experience. It's crucial to remember that when someone feels left out of the loop, they may feel isolated. By providing even the tiniest update, showing that someone cares and the issue is being addressed, we can enhance their experience. This thoughtful approach makes them feel supported, reducing their frustration. Let's keep in mind that they reached out for assistance, not just for fun, so extending a helping hand, and letting them know it hasn't left, is truly valuable.

Siempre es importante tener comunicacion con el usuario final como con el soporte de nivel superior en la organizacion, para poder brindar un buen servicio y que el usuario siempre se lleve la mejor satisfaccion

Also keep in mind that, sometimes even if the user is in fault we don't need to add stress on them by trying to put the blame on them. Mistakes happen, and as a support technician we also need to support them so that the mistakes dont happen again.

Every issue dealt with is an opportunity to grow and improve processes, guidelines or training. Depending on the scale of the issue and the disruption caused, chair a lessons learned and discuss what were the positive aspects with dealing with the situation and what aspects can be improved. In addition what actions to be taken to mitigate these issues. The reality is for an incident to occur multiple times is a failure in resolving the incident at the root. If the scale of the incident was small, ask yourself, how can this be prevented the next time? These are key steps to ensure you constantly develop and grow from your experiences.

Continuously monitor the progress of your escalated issue. If you notice delays or lack of progress, politely follow up with the escalated support team. Document all the interactions including emails,phone calls,chat logs, and notes.Ask for milestones or targets that the support team aims to achieve.

Nosotros somos las personas con el conocimiento teorico, practico y es de suma importancia nunca hacer sentir de menos un usuario, ya que a mi parecer el poder ayudar en lo que a mi me gusta me llena de satisfaccion y aprendizaje