Support Tech Tier Multi Tiered Questions Problem Eslpod Businesses

Businesses often offer multi-tiered tech support to improve their customer service. Multi-tiered tech support allows businesses to place technical support "personnel" (staff; employees) and services into different "tiers" (groups) to meet their customers' needs.

The lowest tier, sometimes referred to as "Tier 0" is a "self-help" tier in which customers can try to find the information themselves, without speaking to employees. This tier might include "FAQs" (a list of frequently asked questions and their answers) or online "manuals" (written instructions) in which users might find the answers to their questions and troubleshoot their problems without speaking to anyone.

The next tier, "Tier 1," focuses on the most common and simplest problems. The tech support specialists in Tier 1 collect basic information about customers, such as names, phone numbers, email addresses, which "version" (edition) of the software is being used, and a simple description of the problem. In Tier 1, the representative might go through simple list of questions with the customer to identify the problem and possible solutions.

If the problem cannot be solved in Tier 1, it might be "bumped" (moved up) to "Tier 2" in which the tech support specialists have more technical knowledge. If they cannot identify or solve the problem, then the issue might be bumped to "Tier 3" where "programmers" (people who write software; coders) work.

If the problem still cannot be "resolved" (solved; with a solution found), the complaint might go to "Tier 4," which is outside of the business. At this point, a "vendor" (the company that sells something) of related hardware or software might need to become involved in finding a solution.