Tech Support Level 1 and Level 2 – Which is better?
Do you know what IT support you need for your growing business? The “LEVEL” in the tech support domain usually defines the standard of the services, and it greatly helps in strategically addressing the customer needs.
- BPO
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By
Simetrix Solutions
- April 6, 2021
- 8:22 am
- 3 min read
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Tech support L1 & L2
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- Level 1 tech support is perfectly suitable for emerging businesses with a limited customer base
- Level 1 tech support responds to your queries via phone, email or live chat
- Level 2 tech support mostly deals with troubleshooting and backend analysis
- Level 2 tech support is solely responsible for resolving complex issues
Technical support can be streamlined through various channels, particularly via live chat, video calling, chatbots, online tutorials, over the call, how-to guide, FAQ’s, emails and help desk support. However, the one you choose should typically focus on helping users with specific problems or issues.
Being a part of IT product and service industry, it becomes imperative to know the difference between these two (level 1 and level 2) and how they help in organizing the customer support. In this article, we’ll show you how:
Level 1 tech support outsourcing service
Level 1 tech support is perfectly suitable for emerging businesses with a limited customer base. The service is usually managed by junior-level technical support personnel and is entirely responsible for providing basic help desk resolution.
The Level 1 support team bets on their training & instruction and solve the customer’s problems by following a prescribed standard operating procedure. If they fail to resolve the user’s queries, the Level 1 personnel will forward the query to the Level 2 support team.
Roles & responsibilities of Level 1 tech support
- Responding to user queries via phone, email or live chat
- Collecting customer data (such as purchase, license, phone or email).
- Using questionnaires or information knowledge to resolve customer queries.
- Providing information on related product or service.
- Solving common problems such as forgot password, username, installation issue, verification, guide and setup.
- Creating tickets for Level 2 support.
Level 2 tech support outsourcing service
Level 2 tech support are designed to handle queries from the Level 1 tech team. The team is comprised of architects, engineers, and programmers, where each individual is selected on the basis of their qualification and knowledge.
The support team at level 2 mostly deals with troubleshooting and backend analysis. At this level, the tech support team has a comprehensive understanding of the company’s products or services, is highly trained, proficient in troubleshooting & backend analysis and capable of handling complex questions or doubts.
Roles & responsibilities of level 2 tech support
- Solely responsible for resolving complex issues (which cannot be handled by the level 1 support team).
- Level 2 tech support has complete access to computer systems and networks of an organisation.
- They support the roll-out of new software and application updates.
- Level 2 can prioritize a request and can open many cases at once.
Is IT Customer Support Outsourcing Necessary?
Outsourcing is often purposed as a viable asset that serves as the backbone of the company. Its significance becomes imperative to seamlessly handle all the tech support complexities.
With SIMETRIX SOLUTIONS, you don’t have to deal with multiple levels of tech support. On the contrary, it becomes simple & straightforward for an organization to establish or make changes to the existing customer support team immediately (especially when the company’s grows). To see the perfect example of our finest work, call us today.
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