When first level support is contacted, they first collect customer data, such as name and contact. They also collect information about the customer's issue or concern and create a ticket / support entry.
This documentation should be as detailed as possible to ensure the best possible customer service and a smooth transfer of the request to the next level of support, if necessary.
High level support alone can solve a customer problem or problem. This can be done with your knowledge or by consulting external databases. The answers are often collected in a manual of frequently asked questions.
Larger help tables will have additional levels of support to handle more complex issues. As soon as a customer's request exceeds the level of knowledge or technical scope of the current support level, the concern goes to the next level. This means that if the first-level support technician cannot resolve the problem and needs more assistance, you can ask for more advice on second-level assistance.
In addition, first level support is responsible for providing accurate and up-to-date information on the company's products and services. In addition, they record events and problems and resolve them in the files.
In the event of in-depth questions, they monitor and update the status and information of customers and transmit their comments or suggestions to the appropriate internal team.
What are the daily activities and responsibilities of technical support?
• Accept initial requests by phone or email from customers
• Call / email activity log
• Manage support software or ticket system
• Solve and manage simple software, hardware, or network problems.
• Provide assistance with the company's products or services.
• Stay up to date with updates, changes within the company
• Search for questions on available resources (frequently asked questions manual)
• Delegate difficult problems to second level support
Also read : service desk outsourcing
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