Tech Support for Consumer Technology Products/Services
CSS provides outsourced technical support services. The levels include L1/L2 and
parts of L3. The modes include inbound calls, email, chat & remote login.
Tier 1 / Level 1 - Diagnostic Support
When an end-user requires technical assistance, which might include help with simple problems or general "how-to" questions, a level 1 technician addresses the queries. By nature, most Level 1 issues are FAQ's for which ready solution reference would be either available in the knowledge base of support system or in other forms to the support executive.
Your CSS TSE will understand the problem, confirm the configuration setup is defined properly, perform diagnosis to isolate technical difficulties.
Level 1 engineers are also rigorously trained on customer interaction skills to understand the customer problem, often described in non-technical ways, relate to those customer environments/issues and troubleshoot with customer information in order to provide solutions.
The level 1 technician tries to fix the issues and records the interaction in the knowledge base upon call closure. In the event of a Level 1 technician not being able to fix the issue within times set in the SLA, the call will be forwarded to the Level 2 technician.
Tier 2 / Level 2 - Advanced Technical Support
Level 2 support applies in two cases:
- As an internal escalation layer, when a Level 1 technician is not able to solve the customer query within set resolution time frames
- The product/device itself is technically complex, which requires specialist treatment at Level 2.
Typically Level 2 questions may, for example, deal with advanced features and possible product bugs or failures. Your CSS technician will diagnose and attempt to resolve any issues related to these applications and components by:
- Understanding customer specific environment variables and narrow down on the possible trouble points.
- Performing simulation checks if the problem is not re-traceable.
- Lookup to the KB/apply from experience and offer a permanent/standby solution.
Tier 3 / Level 3 - Co-coordinating Engineering Level Support
CSS ’s offshore team needs additional support from the technology creator to find a resolution. In this case, CSS technician records all diagnosis results in the CRM system and escalates the matter, either on a live basis or offline.
In many customer engagements, CSS also offers parts of Level 3 technical support, by owning that piece in coordination with the technology creator. While the technology creator would help the CSS technician with directions, patches, bug fixes, etc., the CSS technician will oversee its implementation at the end-customer’s location.
