Troubleshooting and conflict resolution –the main points of interest in customer support services providing that focus on helping customers to use products and services correctly, efficiently, and effectively.
Different levels of support such as:
- Level 1 support – Filters Help Desk calls and provides basic support and troubleshooting, such as password resets, break/fix instructions, analyzing information about the user’s issue and determining the best way to resolve their problem.
- Level 2 support – Handles break/fix, configuration issues, troubleshooting, software installations and sometimes research and implement fixes for new issues.
- Level 3 support – The go-to person for solving difficult issues, is the most expertise for troubleshooting, configuration, database administration, and repair for server, network, infrastructure, Data Center, email, file shares, and other infrastructure issues. Besides always having the ability to deploy solutions to new problems.
Straightforward assistance focused on particular problems when concerns regarding missed deadlines, low-quality content, and other issues occurs. The customer support engineers and agents provide the needed assistance to solve these issues and guide the customers through the entire process in permanent collaboration with Development Team.
The customer support engineer places the accent on the business and efficiency that it must provide.