In today’s digital world, nearly everything is a lot more technical than it used to be. Even incoming phone calls tend to be more tech oriented. And when callers are looking for technical help, the least a live answering service can do is provide tier 1 support.
Tier 1 tech support, also known as level 1 or L1 support, is a mainstay for modern business. So if you already contract with a live answering service, allow us to ask this question: does your service offer tier 1 tech support? If you do not require that kind of service, no worries. But if you do and are not getting it, who manages tech support for you?
Tier 1 Tech Support Explained
We know there are plenty of business owners out there who are not familiar with the terminology even though they inherently know what tech support is. So to make this easier, we will explain what tier 1 tech support is.
Tier 1 tech support is the initial point of contact provided to customers in need of technical assistance. Exactly what that assistance looks like depends on the company or service the customer is interacting with. As an example, consider a small primary care office in a rural community. The office has just launched a brand-new online portal that some patients are struggling with. A patient might call in because he cannot figure out how to schedule an appointment.
The typical responsibilities of a tier 1 tech support agent would include things like:
- Receiving inquiries (phone, email, tickets, or chat).
- Logging the entire conversation.
- Assessing the customer’s problem and performing triage.
- Using established procedures to resolve routine issues.
- Collecting any information needed for documentation purposes.
- Escalating inquiries that go beyond level 1 capabilities.
The primary goal of tier 1 tech support is not to solve every problem that comes in. Rather, support agents manage routine problems and escalate those they cannot handle. Along the way, they gather pertinent information that can be used to help resolve the issue.
Common Level 1 Tasks
Above and beyond a tech support agent’s core responsibilities are the tasks they must complete for customers. One of the more common tasks is resetting a password. A caller might contact tech support because she has forgotten her password and has now been locked out after three unsuccessful attempts to log in. She is stuck in limbo until her password is reset.
Other fairly routine tasks include:
- Troubleshooting software.
- Troubleshooting minor hardware issues.
- Helping with account access.
- Assisting with basic setup procedures (accounts, software, etc.).
There could be additional tasks and responsibilities depending on the nature of the company providing tech support. This suggests that a tier 1 tech support agent needs to possess a comprehensive set of basic skills. At the top of the list is the ability to clearly communicate in both written and spoken form.
Tech agents must have basic technological skills and knowledge. They should be patient, empathetic, and proficient with ticketing systems and online chat. They also need to be able to follow clearly established scripts and problem-solving procedures.
Contact Us to Learn More
Apello is thrilled to be able to offer tier 1 technical support alongside our live answering services. We invite you to contact us for more information about how our services can enhance the way you communicate with customers. By letting us handle tier 1 tech support for you, your support staff is freed up to address more serious issues. Truth be told, that is why we offer tier 1 tech support.
