The support for users is critical to ensure happy customers. To ensure timely and efficient support, the different support levels are often categorised into different tiers or levels.
These tiers help in efficiently handling customer issues and concerns based on their complexity and severity. Here's a breakdown of the 1st, 2nd, and 3rd level support:
1st Level Support (Tier 1) - Basic Customer Support:
Role: The front line of support.
Responsibilities:
2nd Level Support (Tier 2) - Advanced Technical Support
Role: Handle more complex issues that Tier 1 can't resolve.
Responsibilities:
3rd Level Support (Tier 3) - Expert Support & Issue Resolution
Role: Address the most complex issues, often involving deep technical challenges or product bugs.
