Level 2 Support
Level 2 support is designed to handle intricate and escalated support issues from level 1. Support engineers with extensive product knowledge and training are deployed in level 2 support teams. These engineers using their product expertise and the knowledge base to debug and resolve the issues.
Process
Level 2 engineers review the steps taken by level 1 support. This indicates the various checks performed and configuration at the end user system. Level 2 engineers then communicate with the customer to get technical information such as system logs, run advanced tests and advanced configuration checks. Using their expert knowledge of the product the support engineer resolve most issues
If the problem cannot be solved due to a product defect or a problem that needs further escalation, the support engineer escalates it to client support level. Our Level 2 engineers are in constant communication with the technical experts in our client organizations.
The level 2 engineers are responsible in documenting the communication and steps taken in detail within the support request ticketing system. All frequently reported issue and their resolutions are documented into knowledge base updates. These updated are created by level 2 engineers and reviewed by client support team.
To do knowledge transfer and track escalated calls a weekly review meeting is conducted between the client and Suma Soft team.
Team
Level 2 support team consists of experienced, highly qualified and trained support engineers who understand the technology and product extensively. These engineers are typically certified in their area of specialty. Based on the requirements of the project we deploy Oracle certified data base administrators, Microsoft certified administrators, Linux administrators, Sun certified administrators and other specific technology.
Training
Level 2 support team members join the team and undergo the training provided to level 1 support. They then work as level 1 support engineer for a time period to understand the kind of support requests received at level 1.
Their performance is monitored weekly by peers. After successfully completing the level 1 support period, the new level 2 support engineer works with a mentor for level 2 tickets. This period may range from a few days to a few weeks based on the product. After completion of this period the support engineer is assigned independent responsibility to handle level 2 tickets.
For clients whose products are constantly updated and enhanced, Suma Soft sends one level 2 support engineer to work at client facility to be part of client support level. This ensures that level 2 support engineers are trained on upcoming product features and effectively gain knowledge first hand.
Metrics
Suma Soft has implemented extensive measurement metrics to track the operations of tech support operations. These metrics include level 1 productivity, level 2 productivity, product defect by functionality. These reports help monitor the operations and act as effective tools to identify product improvements.