Level 2 technical support services are for problems that the L1 support can’t fix. The executives know everything about the business’s services and may guide Level 1 technical support staff in their troubleshooting efforts. Possible methods include diagnostic testing and the use of remote devices.
Level 2 tech support takes care of tickets that Level 1 forwards to them, or they can also generate tickets according to the nature problem. These executives can manage your technical discussions even without feeling the need to open the tickets.
With years of experience and a deep understanding of the latest technology trends, they can resolve most issues immediately while chatting or offline.
Improve your customer experience todayOur client has been an industry-leading solution provider entirely to the association marketplace for over 50 years. While working on one of their high ticket projects, they were looking to get skilled tech support executives on their team. They came to know about TransData experience in a similar industry and decided to partner with us and take their tech support project closer to their business goal.
We provided Level 1 and Level 2 technical support services as per the given SOP for particular niche consumers (executives and job seekers from the Veterinarian Services industry.) By effectively solving 100 tickets per day, they have gained an immense amount of recognition in the marketplace and boosted their customer retention rate up to 92%.
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