The first levels of technical support are with remote assistance
Posted: Tue Dec 17, 2024 5:34 am
These agents often answer questions that are often addressed in self-help centers, with the company's “ frequently asked questions .”
Level 1 agents are responsible for easily resolved problems, to respond to basic customer issues . Some of the most common problems, which are usually solved by companies linked to technology at the first level, are:
Username and password problems.
Basic installation/reinstallation.
Verifying the configuration.
Menu navigation.
At this level, on the first line, agents must be able to centralize all complaints in one place, even if they come from different channels. For this, it is necessary to have help desk software that has this omnichannel module.
Level 2 technical support
The second stage of customer support already has a slightly deeper level of technical problem solving. Although customer service agents are not experts, they do have at least one year of experience in communication systems, operations, software and databases .
At this level, resolutions are still made by telephone, and cambodia telegram data agents have manuals to help them resolve incidents step by step.
Level 3 technical support
The third level of technical support is known as back-end support . This is the last of the basic levels, and some companies only go up to this level.
This is one of the areas where technical support is applied , with a deep knowledge of the products and services offered by the company. Also known as high-level support, where agents are responsible for solving the most complex problems, even having to deal with challenges never before recorded. Some of the tasks of the level 3 support technician are:
Troubleshoot advanced settings.
Research and development of databases.
Repair servers.
Assist level 1 and 2 staff.
Develop solutions for new problems.
Manage networks and configure hardware and software.
Everything learned at level 3 must be shared with the rest of the technical team to incorporate new knowledge with an advanced analysis of the problem.
Level 4 technical support
The basic levels we have just seen, i.e. 1, 2 and 3, go as far as remote assistance, whether by telephone, social networks, or other channels that allow the client to be guided to solve problems.
The fourth level of support areas are experts in on-site technical support. That is, they are personnel who have the ability to travel to the site of the incident to apply their knowledge of operation, installation and configuration.
Level 1 agents are responsible for easily resolved problems, to respond to basic customer issues . Some of the most common problems, which are usually solved by companies linked to technology at the first level, are:
Username and password problems.
Basic installation/reinstallation.
Verifying the configuration.
Menu navigation.
At this level, on the first line, agents must be able to centralize all complaints in one place, even if they come from different channels. For this, it is necessary to have help desk software that has this omnichannel module.
Level 2 technical support
The second stage of customer support already has a slightly deeper level of technical problem solving. Although customer service agents are not experts, they do have at least one year of experience in communication systems, operations, software and databases .
At this level, resolutions are still made by telephone, and cambodia telegram data agents have manuals to help them resolve incidents step by step.
Level 3 technical support
The third level of technical support is known as back-end support . This is the last of the basic levels, and some companies only go up to this level.
This is one of the areas where technical support is applied , with a deep knowledge of the products and services offered by the company. Also known as high-level support, where agents are responsible for solving the most complex problems, even having to deal with challenges never before recorded. Some of the tasks of the level 3 support technician are:
Troubleshoot advanced settings.
Research and development of databases.
Repair servers.
Assist level 1 and 2 staff.
Develop solutions for new problems.
Manage networks and configure hardware and software.
Everything learned at level 3 must be shared with the rest of the technical team to incorporate new knowledge with an advanced analysis of the problem.
Level 4 technical support
The basic levels we have just seen, i.e. 1, 2 and 3, go as far as remote assistance, whether by telephone, social networks, or other channels that allow the client to be guided to solve problems.
The fourth level of support areas are experts in on-site technical support. That is, they are personnel who have the ability to travel to the site of the incident to apply their knowledge of operation, installation and configuration.