Define Level 2 Customer Support.

[DPK]

Is it considered onsite after the help desk doesn't resolve the issue?

 

[Nocturnal]

One step above tier 1 or level 1 customer support. Same thing, reading printed scripts. Ask for their supervisor and or go up another tier. I think tier 3 is usually the highest that you can go and that's where you can get things solved/done.

 

[sadb0i]

level 2 guys = level 1 guys who just stuck around long enough (still dont know jack)

level 3 guys are arrogant a$$holes who push end users back to level 1 after calling them names.

well, thats how it is around here.


onsite help is called for when the help desk cant do anything else...or its time consuming.

 

[Kelvrick]

We got level 1, their supervisors, then level 2, who are the real copmuter people in the office who should be admining the systems and not helping fix computers.

Oh well, big companies gotta save money somehow.

EDIT: If you're wondering where I was in this, I was level 3. Level 1 and their supers couldn't fix it, then it got transferred to level 2, the system admin/controller for southern california (about 6 100+ man factories) and he would then get lazy and send me off to on of the factories to fix the problem.

 

[IamElectro]

Originally posted by: Nocturnal
One step above tier 1 or level 1 customer support. Same thing, reading printed scripts. Ask for their supervisor and or go up another tier. I think tier 3 is usually the highest that you can go and that's where you can get things solved/done.

That about descibes it. Thats how it is with adelphia for thier cable internet.
Level one = Scripts and no knowledge.
Level two = Been there long enough to not have to deal with all calls but still have no idea still using scripts.
Level three = Probably someone with some formal training and tries to talk above your head and still uses scripts.

 

[EyeMWing]

tier 1 = scripts, occasionally you get some nerd working a dead-end job because his IT firm went under.
tier 2 = basic operational knowledge
tier 3 = write the scripts, have computers in front of them and try to duplicate your problem
tier 4 = engineers. they don't have phones. you only get to talk to them if you have a HUGE contract with them.

 

[Quixfire]

Captain we have to go to Defcon 2 the caller wants to format C.

 

[Geekbabe]

Originally posted by: sadb0i
level 2 guys = level 1 guys who just stuck around long enough (still dont know jack)

level 3 guys are arrogant a$$holes who push end users back to level 1 after calling them names.

well, thats how it is around here.


onsite help is called for when the help desk cant do anything else...or its time consuming.

level 3 = the staff who know their shiat and who end up going physically out,solving the issue and soothing the angry,frustrated end user's feelings.

 

[Viper GTS]

Talk about a huge over-simplification.

Call into where I work & ask for "Tier 2" or any BS like that & you'll get laughed at. We are the first, last, and only level of support.

Don't assume there are levels, tiers, or any other structuring of techs. It will NOT put you in good favor if you call in trying to manipulate the system.

Viper GTS

 

[vi edit]

Originally posted by: Viper GTS
Talk about a huge over-simplification.

Call into where I work & ask for "Tier 2" or any BS like that & you'll get laughed at. We are the first, last, and only level of support.

Don't assume there are levels, tiers, or any other structuring of techs. It will NOT put you in good favor if you call in trying to manipulate the system.

Viper GTS

Depends entirely on the situation. Gateway support (years ago anyway) used to have three specific levels of support, and openly expressed that to the customer. Home users automatically got dumped into level 1 that used knowledge bases and various other trouble shooting tools to try and fix your problems. They also had no authority to authorize RMA's. To do that, you had to be transferred to level 2. Level 2 could authorize RMA's, could troubleshoot outside the boundaries of the KB's and were generally pretty good. If you went to level 3, that was usually a guy who was an engineer and could REALLY dig into the system to help you figure out what was up. If you went to level 3 and they couldn't get your system fixed, they would just ship out a whole new box.

Many large volume businesses would either have their own dedicated support or would be dumped directly into second tier if the dedicated support was unavailable.

 

[OutHouse]

level 3 guys are arrogant a$$holes who push end users back to level 1 after calling them names

<<< yip thats me 😀

 

[Viper GTS]

Originally posted by: vi_edit

Originally posted by: Viper GTS
Talk about a huge over-simplification.

Call into where I work & ask for "Tier 2" or any BS like that & you'll get laughed at. We are the first, last, and only level of support.

Don't assume there are levels, tiers, or any other structuring of techs. It will NOT put you in good favor if you call in trying to manipulate the system.

Viper GTS

Depends entirely on the situation. Gateway support (years ago anyway) used to have three specific levels of support, and openly expressed that to the customer. Home users automatically got dumped into level 1 that used knowledge bases and various other trouble shooting tools to try and fix your problems. They also had no authority to authorize RMA's. To do that, you had to be transferred to level 2. Level 2 could authorize RMA's, could troubleshoot outside the boundaries of the KB's and were generally pretty good. If you went to level 3, that was usually a guy who was an engineer and could REALLY dig into the system to help you figure out what was up. If you went to level 3 and they couldn't get your system fixed, they would just ship out a whole new box.

Many large volume businesses would either have their own dedicated support or would be dumped directly into second tier if the dedicated support was unavailable.

That was my point, it does depend on the situation. Until you have some knowledge of how support in that organization works, it would be ill-advised to assume things.

Viper GTS

 

[Nocturnal]

T-Mobile has tiers of customer service/tech support. If the tier 1 guys can't get it done ask to speak to like their supervisors and a higher tier 🙂