Level 1-2-3 Support

Home Level 1-2-3 Support

Jampot has clearly defined process flow for handling different levels of supports. Breaking this customer service into three tiers allows us to apply the best member of the support team. Level 1 involves simple customer requests that require limited IT support, Level 2 escalates into more in-depth problems, and Level 3 utilizes subject matter experts that can figure out the toughest customer needs.

Level 1 support is the first tier of support, usually provided by IT support personnel with the least experience, lower understanding of technical issues, and limited access to company information.

The technicians in Level 1:
• Collect customer requests and data
• Attend to customer phone calls
• Respond to user emails and social media messages
• Conduct basic troubleshooting using questionnaires to find out the level of support needed
• Create tickets for Level 2 support
• Provide product information
• Solve common problems such as username and passwords issues, menu navigation, verification of hardware and software, installation issues, and setup.

When creating a Level 1 support team, pick junior-level technical support personnel. Usually, Level 1 support teams solve user problems by following standard operating procedures (SOP). If no solutions are available as per the training and instructions, Level 1 personnel forward the queries to Level 2 support.

Level 2 personnel take queries from Level 1. This level of help mostly deals with in-depth troubleshooting and backend analysis. First, a Level 2 technician reviews the work order from a Level 1 specialist to determine how much support was provided, what the client issue is, and how long the client has worked with the Level 1 agent.

The Level 2 technician then communicates with the user for an in-depth analysis of the problem before providing a solution. If a solution is not available, the query moves up to Level 3 support. Usually, Level 2 support personnel have a deep understanding of the company products and extensive experience in troubleshooting. Level 2 support technicians also have more experience working for the company, in-depth training, and access to all company information.

Tier 2 technicians are not necessarily architects or engineers directly involved in creating the hardware or software in question, but may have experience with programming or using the products. When staffing Level 2 support, look for support technicians.

This level of support requires SMEs (Subject Matter Experts). Level 3 support consists of experts, who may include specialists such as architects, engineers, and creators. These support experts have access to the highest level of company and product information. They can provide solutions for a wide variety of technical problems.

When a user query goes up to Level 3 support, the technicians attempt to define the root cause of the problem by looking into code and designs in a lab setting. The technicians may raise the issue with the company to make changes to a product and pass down the solutions to Tier 1 and 2 support.

When creating Level 3 support for your business, look for specialists engaged in creating a product, or people with IT expertise in the creation of a similar product.