What is technical support process?
Technical support (often shortened to tech support) refers to services that entities provide to users of technology products or services. Technical support may be delivered by phone, e-mail, live support software, live chat or website, or other tools where users can log an incident.
How do you evaluate technical support?
7 Ways to Evaluate Tech Support Before You Buy
- Look for a company that does not outsource tech support.
- Test the support lines (not the sales number).
- Ask the vendor for target response and resolution times.
- Verify tech support hours of operation and languages supported.
What is Level 1 Level 2 and Level 3 application support?
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.
What is Tier 2 IT support?
Tier 2. In-depth technical support. Experienced and knowledgeable technicians assess issues and provide solutions for problems that cannot be handled by tier 1. If no solution is available, tier 2 support escalates the incident to tier 3.
What is the role of technical support?
Technical Support is a position hired by a company to oversee and maintain their computer hardware and software systems. Technical Support will also support computer software integration by diagnosing and troubleshooting common problems. Employees holding this job title generally begin in entry level IT roles.
How do you measure the success of a technical support engineer?
We identified five metrics to help you monitor your team’s efficiency, stay on top of support tickets, and keep an eye on customer satisfaction.
- Customer Satisfaction (CSAT) Customer satisfaction (CSAT) is a measure of how happy your customers are.
- First Response Time.
- Average Resolution Time.
- Ticket Backlog.
- Ticket Volume.
How do you measure the success of the support team?
- Average Number of Tickets Handled.
- Customer Satisfaction Score or CSAT Score.
- Average First Response Time.
- Average Response Time.
- Average Time to Closure.
- Average Responses.
- Average Responses to Closure.
- First Contact Resolution.
What is L3 and L4 support?
L1 will be the Very High priority ticket and needs to be solved with in 4 hours. L2 will be High priority tickets and need to be resolved within 8 hours. L3 will be the Medium priority ticket and needs to be resolved within 24 Hours. L4 will be the Low priority ticket and needs to be resolved within 48 Hours.
What is 2nd and 3rd line support?
A general help desk that takes more information, provides simple fixes, and determines whether the issue needs to be escalated to someone with more knowledge. 2nd line support. A team with more technical knowledge that can help with more difficult, skilled fixes. 3rd line support.
What is L2 and L3 support?
L2 — Level 2. L3 — Level 3. Ticket — Incident. L1 support includes interacting with customers, understand their issue and create tickets against it. The ticket then routed to the relevant L2 support ( Integration support, Server & Storage support, etc …).
