Technicians in this realm of knowledge are responsible for assisting Tier I 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. It is synonymous with level 2 support, support line 2, administrative level support, and various other headings denoting advanced technical troubleshooting and analysis methods.
Tier II (or Level 2, abbreviated as T2 or L2) is a more in-depth technical support level than Tier I and therefore costs more as the technicians are more experienced and knowledgeable on a particular product or service. Nevertheless, the goal for this group is to handle 70–80% of the user problems before finding it necessary to escalate the issue to a higher level. Personnel at this level have a basic to general understanding of the product or service and may not always contain the competency required for solving complex issues.
#Cold turkey software tech support verification#
Technical support specialists in this group typically handle straightforward and simple problems while "possibly using some kind of knowledge management tool." This includes troubleshooting methods such as verifying physical layer issues, resolving username and password problems, uninstalling/reinstalling basic software applications, verification of proper hardware and software set up, and assistance with navigating around application menus. Once identification of the underlying problem is established, the specialist can begin sorting through the possible solutions available. When analyzing the symptoms, it is important for the technician to identify what the customer is trying to accomplish so that time is not wasted on "attempting to solve a symptom instead of a problem." The first job of a Tier I specialist is to gather the customer's information and to determine the customer's issue by analyzing the symptoms and figuring out the underlying problem. Remote computer repair is a method for troubleshooting software related problems via remote desktop connections. A common support structure revolves around a three-tiered technical support system. Success of the organizational structure is dependent on the technicians' understanding of their level of responsibility and commitments, their customer response time commitments, and when to appropriately escalate an issue and to which level. 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.
The number of levels a business uses to organize their technical support group is dependent on the business' needs regarding their ability to sufficiently serve their customers or users. Technical support is often subdivided into tiers, or levels, in order to better serve a business or customer base. It also enables them to utilize specialized personnel whose technical knowledge base and experience may exceed the scope of the business, thus providing a higher level of technical support to their employees. For businesses needing technical support assets, outsourcing enables their core employees to focus more on their work in order to maintain productivity. Such need may result from peaks in call volumes during the day, periods of high activity due to the introduction of new products or maintenance service packs, or the requirement to provide customers with a high level of service at a low cost to the business. įor businesses needing to provide technical support, outsourcing allows them to maintain high availability of service. These are often referred to as MSPs (Managed Service Providers).
There has also been a growth in companies specializing in providing technical support to other organizations. Dell was amongst the first companies to outsource their technical support and customer service departments to India in 2001. Many organizations locate their technical support departments or call centers in countries or regions with lower costs. With the increasing use of technology in modern times, there is a growing requirement to provide technical support.
0 kommentar(er)
