Support Specialist

Tier 2 support involves more specialized technical assistance compared to Tier 1 support. This level of support deals with complex issues that cannot be resolved at Tier 1 and often requires deeper expertise or specific troubleshooting knowledge.

Create support tickets in OBS

The current systems are Observables, DMP, , and Stanley.

If a tech is required, work with the team and schedule a tech.

Assign Observables tickets, manage tickets/jobs (See ticket/job procedure)

Initial Point of Contact:
Tier 2 support agents are the first point of contact for customers or users, handling basic customer inquiries and troubleshooting simple issues.

Basic Troubleshooting:
Tier 2 support staff analyzes symptoms, identifies underlying problems, and begin resolving issues, ensuring that time is not wasted on attempting to solve symptoms instead of problems.

Escalation:
If needed, Tier 1 support agents may transfer and escalate customer contacts to specific departments or teams, typically to Tier 3.

Tasks:

Receive emergency and non-emergency calls/texts for customers in SB and SLO during working hours. Provide the 2nd line of support and troubleshoot issues that customers are having. Create support tickets in OBS.If a tech is required, work with the team and schedule a tech.

Key Characteristics:

Handles advanced customer issues and simple troubleshooting

Provides elevated support and triage

May utilize automated or self-service solutions to resolve issues

IT and Technology

Customer Service and Support

Alarm/Fire Desk and Field Support

Best Practices:

Implement a clear escalation process for complex issues

Utilize automation and self-service solutions to streamline basic issue resolution

Ensure Tier 2 support agents are adequately trained and equipped to handle initial customer inquiries

Monitor and analyze Tier 2 support performance to identify areas for improvement