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Level 1 Support

Level 1 support is designed to quickly resolve known and routine technical issues. Support engineers are trained to take end user calls/email and create a support request on the ticketing system. Once the support request is created, they quickly guide the end user using pre-specified procedures that identifies and resolves the problems. 

Process

Level 1 engineers follow a pre-specified procedure that consist of taking users through various levels of software and hardware checks and reset operations. This includes guiding the customer through various software menus, till they find the source of problem and fix it.

Level 1 support process ensures that any configuration errors are fixed. If the problem cannot be resolved then the support engineer guide the user to use a work around till the problem is raised to level 2 and is resolved there. Level 1 engineers extensively use the product knowledge base system to search and provide resolution for known issues.

Level 1 engineers are additionally responsible for  creating a support request ticket and tracking the issue till resolution. In case a support request needs escalation then the level 1 support engineer will transfer the ticket to a level 2 engineer for resolution.

Team

Our Level 1 teams consist of qualified and trained support engineers who understand user’s problem and help them with very simple step by step procedures. The support engineers are hand picked via rigorous multilevel interview process and are extensively trained  on the product. Extensive training is also provided on the tech support process,  verbal communication and written communication skills. These support engineers are adequately trained in human interaction over phone/email and understand the cultural  nuances of various global regions.

Training

Our tech support teams are provided with multiple levels of training to ensure the highest quality of service. When new team member join the support team, a detailed training program is implemented. This program consists of both classroom and hands-on training. Based on the complexity of the product, the training may extend from a few days to few months. Each week the trainee is evaluated for product knowledge by peers. All trainees are also trained on written communication, verbal communication and cultural nuances for the project.

On completion of this training the trainee is ready to work as part of the support team. Initially the new support engineer works with a mentor within the support team. This period may range from a few days to a few weeks. After completion of this period the support engineer is assigned independent responsibility to handle end user issues.

Metrics

Suma Soft has implemented extensive measurement metrics to track each of the tech support operations. These metrics include response time, resolution time, aging repots, support engineer productivity reports. These reports help monitor the operations and act as effective tools to identify training needs and process improvements.

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