🖥 TECH SUPPORT 🖥
Today, I learnt that tech support is subdivided into tiers,so as to better serve a business or customer base.
The number of levels a business uses to organize their technical support group is usually dependent on the business's needs regarding their ability to sufficiently serve their customers or users.
The reason for providing a multi-tiered support system instead of one general support group is to provide the best possible service in the most efficient possible manner.
Let me share a breakdown:
👉 Tier 1 (L1 Support): Specialists will gather information, analyze symptoms, and resolve straightforward problems, with an aim to handle the majority of issues before escalation.
👉 Tier 2 (L2 Support): Here more experienced technicians will assist Tier 1, investigating complex issues and utilizing known solutions. They prioritize tasks based on previous work and escalate any unresolved issues to Tier 3.
👉 Tier 3 (L3 Support): Expert-level support responsible for tackling the most challenging problems, this will often involve in-depth research and solution development. They may collaborate with Tier 1 and 2, or directly engage with customers to resolve issues. If necessary, issues beyond resolution are escalated to developers or vendors for further analysis.
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Data Science & AI
1wAnyone interested, please reach out to Stacey @ hr@asigovt.com.