Technical support overview
With the increasing use of technology in modern times, there is a growing requirement to provide technical support. For businesses needing to provide technical support, outsourcing provides them with the ability to maintain a high availability of service. This comes as a result of peaks in call volumes during the day, periods of high activity due to the introduction of new products and maintenance service packs, and the necessity to provide consumers with a high level of service at a low cost to the business This is value added service we provide with our development projects. We have our independent Technical Support Department. Teamadmins InfoTech support department are experts in Level 1 to Level 4 (Simple customer support to complex technical support) . We provide a support in various domain's like Web Hosting , Software Support , Internet advertisement etc..Technical support ways
- HelpDesk
- Live Chat
- Phone
Other solutions:
customer tech support
Following are the levels to give technical support to the customer:
Level 1 - Customer Support
This is the initial support level responsible for basic customer issues. It is synonymous with first-line support, level 1 support, front-end support, support line 1, and various other headings denoting basic level technical support functions. The first job of a Tier I specialist is to gather the customer's information and to determine the customer's issue by analyzing the symptoms and figuring out the underlying problem.When analyzing the symptoms, it is important for the technician to identify what the customer is trying to accomplish so that time is not wasted on "attempting to solve a symptom instead of a problem. The goal for this group is to handle 70%-80% of the user problems before finding it necessary to escalate the issue to a higher level.
Level 2 - Support
This is a more in-depth technical support level than Tier I containing experienced and more knowledgeable personnel on a particular product or service. It is synonymous with level 2 support, support line 2, administrative level support, and various other headings denoting advanced technical troubleshooting and analysis methods. Technicians in this realm of knowledge are responsible for assisting Tier I personnel solve basic technical problems and for investigating elevated issues by confirming the validity of the problem and seeking for known solutions related to these more complex issues.
Level 3 - Support
This is the highest level of support in a three-tiered technical support model responsible for handling the most difficult or advanced problems. It is synonymous with level 3 support, back-end support, support line 3, high-end support, and various other headings denoting expert level troubleshooting and analysis methods. 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. Note that Tier III technicians have the same responsibility as Tier II technicians in reviewing the work order and assessing the time already spent with the customer so that the work is prioritized and time management is sufficiently utilized. Once the solution is verified, it is delivered to the customer and made available for future troubleshooting and analysis.Read More...
Level 4 - Major Support
The high-end technical support is driven by software engineers, which includes real-time bug fixing and maintenance projects. This also includes the enhancements that are based on customer needs. Application errors and bugs that require code change.