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African Continuum Theatre Company

The Four Levels of Technical Support

Technical support has evolved to change consumer behaviour, customer expectations and technological advances. Today almost every technology companies have some form of technical support and customers have come to expect technical support as their right and not just a privilege.

Tech support has developed vertically into tiers (four main tiers) to ensure that the customers need is serviced accurately and promptly but also to cut costs by hiring specialist technicians only at the higher tiers. It makes no sense for a specialized hardware engineer to be sitting on the technical support floor handling calls about how to insert a floppy into a floppy drive!

The tier system, therefore, serves a dual purpose: to maintain customer satisfaction by servicing all customer needs and to cut costs by servicing low-intensity technical support calls at lower, less specialized tiers. Read full article to know more about four tiers of technical support. 

The first tier of technical essentially tries to gather as much information from the customer as possible in order to determine whether it is a low-intensity call that need not be passed to higher tiers or whether a more experienced or knowledgeable technician needs to handle the call.

The second tier of technical support is more advanced and solves more complicated technical support questions. Technicians at the second tier have it a little easier than their friends down at the first tier because at this stage, they already have a technical background about the customer's problem.

The third tier is the highest internal tier and is responsible for technical queries that are not documented or that have no known solution. The third tier technicians are essentially investigators, who try and figure out what the problem is without any background knowledge of symptoms and possible causes.

The fourth tier of technical support basically implies that the company you called is going to call the company that it bought goods from and go through the same process you went through! You're better off throwing your equipment or software away.