call center support levels

Support Levels: Tier 1, Tier 2, Tier 3 Tech Support

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In order to better serve a business or users, services are often divided into Tiers or Levels. A common support structure revolves around a three-layered technical support system – Tier 1 support, Tier 2 & Tier 3 specialists.

Tier 1 Support or Level 1 Support Services

This is the first line of tech support responsible for basic customer issues. It is synonymous with first-line support or level 1 support denoting basic technical or non-technical support functions.

Approach: The first job of a T1 tech specialist is to gather customer’s information and to determine the issue, the 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 tech specialist can begin sorting through the possible solutions available.

Issues covered: Tech support specialists in Tier 1 support / L1 support typically handle straightforward and simple problems while possibly using knowledge base tools & step-by-step guides. This includes troubleshooting methods such as verifying the physical layer, resolving username and password problems, verification of proper hardware and software set up, and assistance with navigating around application menus.

  • ✓ Triage
  • ✓ Filters help desk support calls
  • ✓ Application navigation assistance
  • ✓ High-level application usage or How-to questions
  • ✓ Gather user’s information & analyze the issue
  • ✓ Ticket creation & allocation to relevant teams
  • ✓ Provides basic tech support & troubleshooting
  • ✓ Active Directory, Office 365, Google Suite User Management
  • ✓ Account unlock / lock
  • ✓ Password reset
  • ✓ Monitoring & responding to server notifications
  • ✓ Call on-duty service technicians
  • ✓ Escalation to Level 2 or Level 3 support
tier 3, tier 2, tier 1 support

Answers or resolutions must be made available via a knowledge base, FAQs, or step-by-step guides.

Capabilities: Tier 1 support reps have a basic understanding of the product or service but may not always be competent to solve complex tickets. The goal of this group is to handle 70%-80% of the issues to meet the requirements of the SLA contract, before finding it necessary to escalate.

Tier 2 Support or Level 2 Support Services

This is a more in-depth technical support. It costs more than tier 1 as the tech support reps are more experienced and knowledgeable on a particular product or service. It is synonymous with level 2 support, administrative support denoting advanced technical troubleshooting and analysis methods.

Tech support service specialists in this realm of knowledge are responsible for assisting tier 1 reps in solving basic technical problems. They are also responsible for investigating elevated tickets by confirming the validity of the problem and seeking known solutions. Prior to the troubleshooting process, it is important that the technicians review the task or support ticket to see what has already been accomplished by the L1 team.

By having the above information, the tech support team is able to prioritize the troubleshooting process and properly manage time. If a problem is new and/or tech support rep from this group cannot determine a solution, they are responsible for raising this issue to this 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 2 help desk support team helps to find whether or not the customer is experiencing problems due to environmental factors or if the problem lies with the product.

What do we offer under Tier 2 technical help desk outsourcing?

  • ✓ In-depth low-level technical support services
  • ✓ Skilled and knowledgeable technicians to assess issues
  • ✓ Support engineers with deep tech knowledge & industry experience
  • ✓ Elevating customer experience by presenting fast and permanent solutions.

Tier 3 Support or Level 3 Support Services

This is the highest level of support in a three-layered technical support model responsible for handling the most difficult or advanced problems. It is synonymous with L3 support denoting expert troubleshooting and resolution methods.

Out of the 3 tech support levels, L3 professionals are experts in their fields and are responsible for assisting both L1 and L2 personnel. They are responsible for the research and development of solutions to new or unknown issues. Note that L3 engineers offer the same services as L2 technicians in reviewing the work order and assessing the time already spent with customer support. This helps them prioritize tickets and manage time efficiently.

If it is determined that a problem can be solved, this support group is responsible for the following:

  1. Designing and developing one or more courses of action.
  2. Evaluating each of these courses in a test environment.
  3. Implementing the best solution to the problem.

Once the support 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

Frequently Asked Questions

1. What are IT Help Desk Support Tiers?

Tech support tiers, also known as support levels, is the scope of technical assistance provided for an IT software or hardware product. It is usually classified into 3 categories: Tier 1 or L1, Tier 2 or L2, Tier 3, or L3. The support is categorized based on the complexity of the issue.

3. What is the difference between T1, T2 and T3?

Tier 1: Tech support team resolves simple tickets. Their primary responsibility is initial customer contact, logging a support case & resolving simple ones.

Tier 2: Tech support team has the knowledge and skills to resolve complicated (as compared to Tier 1) tickets and will often use remote control tools.

Tier 3: Tech support team carries maximum experience & generally comprises of product developers & engineers. Tier 3 teams are brought in when resolution requires design change to the product.

2. What are the benefits of IT Support Tiers?

IT Help Desk Tech Support levels help optimize staffing cost & improve resource utilization. Simple issues are directed to the T1 team. They have lesser experience and are less expensive. Unresolved support issues are sent to the T2 team. The 3rd team is responsible for complex issues and they are the most expensive asset.

4. What are the responsibilities of IT Support?

Some common responsibilities of the IT Help Desk support team are as follows:

  • ✓ Monitoring of computer networks and systems.
  • ✓ Logging customers and employees support tickets.
  • ✓ Responding to call-outs on time.
  • ✓ Diagnosing and solving hardware or software faults.
  • ✓ Reviewing logs to discover any underlying problems or trends.