Technical support is often subdivided into Support tiers or Support levels, in order to better serve a business or customer base. A common support structure revolves around a three-tiered technical support system.
Tier-1 / Level-1 (T1 / L1)
This is the first support level responsible for basic customer issues. It is synonymous with first-line support, level-1 support denoting basic technical or non-technical support functions.
Approach: The first job of a Tier-1 specialist is to gather customer’s information and to determine the issue customer is facing. This is done by analyzing the symptoms and figuring out the underlying problem. When analyzing the symptoms, it is important for the support rep to identify what the customer is trying to accomplish. This ensures time is not wasted on attempting to solve a symptom instead of a problem. Once the identification of the underlying problem is established, the specialist can begin sorting through the possible solutions available.
Issues covered: Support specialists in this group typically handle straightforward and simple problems while possibly using knowledge base tool & step-by-step guides. This includes troubleshooting methods such as verifying physical layer issues, resolving username and password problems, verification of proper hardware and software set up, and assistance with navigating around application menus.
- ✓ Filters help desk calls
- ✓ Provides basic support & troubleshooting
- ✓ Account unlock / lock
- ✓ Password reset
- ✓ Payment processing & related issues
- ✓ High-level application usage or How-to questions
- ✓ Application navigation assistance
- ✓ Gather user’s information & analyze the issue
- ✓ Ticket creation & allocation to relevant teams
- ✓ Triage
- ✓ Call on-duty technicians for urgent issues
- ✓ Monitoring & responding to server notification emails
- ✓ Escalation to Level-2 or Level-3 support
Answers or resolutions must be made available via knowledge base, FAQs or step-by-step guides.
Capabilities: Support rep at this level have a basic understanding of the product or service and may not always be competent to solve complex issues. Nevertheless, the goal of this group is to handle 70%-80% of the user problems before finding it necessary to escalate the issue to a higher level.
Tier-2 / Level-2 (T2 / L2)
This is a more in-depth technical support. Tier-2 support levels cost more than tier-1 as the support reps are more experienced and knowledgeable on a particular product or service. It is synonymous with level-2 support, administrative level support denoting advanced technical troubleshooting and analysis methods.
Support specialists in this realm of knowledge are responsible for assisting Tier 1 personnel in solving basic technical problems and for investigating elevated issues by confirming the validity of the problem and seeking for known solutions related to these more complex issues. However, prior to the troubleshooting process, it is important that the technician review the work order or support ticket to see what has already been accomplished by the Tier 1 technician and how long the technician has been working with the particular customer. This is a key element in meeting both the customer and business needs as it allows the technician to prioritize the troubleshooting process and properly manage his or her time. If a problem is new and/or personnel from this group cannot determine a solution, they are responsible for raising this issue to the Tier 3 technical support group. This may include software repair, diagnostic testing, and the utilization of remote control tools used to take over the user’s machine for the sole purpose of troubleshooting and finding a solution to the problem.
Tier-3 / Level-3 (T3 / L3)
This is the highest level of support in a three-tiered technical support model responsible for handling the most difficult or advanced problems. It is synonymous with level 3 support or support line 3 denoting expert level troubleshooting and analysis methods. Out of the 3 support levels, Tier -3 professionals are experts in their fields and are responsible for not only assisting both Tier 1 and Tier 2 personnel but with the research and development of solutions to new or unknown issues. Note that Tier III technicians have the same responsibility as Tier 2 technicians in reviewing the work order and assessing the time already spent with the customer so that the work is prioritized and time management is sufficiently utilized. If it is determined that a problem can be solved, this group is responsible for designing and developing one or more courses of action, evaluating each of these courses in a test case environment, and implementing the best solution to the problem. Once the solution is verified, it is delivered to the customer and made available for future troubleshooting and analysis.
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Content assistance courtesy: wikipedia.org