Support Services - Outsourcing Multi-Tiered Technical Support Model

We specialize in providing outsourcing support technicians in multiple tiers to customers:

Tier/Level 1(T1/L1)

This is the initial support level responsible for basic customer issues. Technical support specialists in this group typically handle straightforward and simple problems. 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 setup, and assistance navigating application menus. The goal for this group is to handle 70%-80% of user problems before finding it necessary to escalate the issues to a higher level.

Tier/Level 2(T2/L2)

This is a more in-depth technical support level than Tier I and the support staff involved are more experienced and knowledgeable regarding products or services. 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 known solutions related to these more complex issues. Certain troubleshooting solutions are performed by this group to help ensure that the intricacies of challenging issues are solved by experienced and knowledgeable technicians. This may include, but is not limited to, onsite installations, replacement of various hardware components, software repair, diagnostic testing, and the utilization of remote control tools to troubleshoot and find solutions to problems.

Tier/Level 3(T3/L3)

These individuals are experts in their fields and are responsible for not only assisting both Tier I and Tier II personnel, but with the research and development of solutions to new or unknown issues. This group is responsible for designing and developing one or more courses of action, evaluating each of these courses in a test case environment, and implementing the best solution to the problem. Once the solution is verified, it is delivered to the customer and made available for future troubleshooting and analysis.

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