Product & Technical Support
This process aims to organize all the products that need technical support to improve support time and customer management.
Workflow Steps
Step 1 - Level 1 Support & Knowledge Base
A customer contacts support. A Level 1 agent handles the initial request, using a knowledge base to resolve common and simple issues.
Step 2 - Escalate to Level 2 (Technical Support)
If the Level 1 agent cannot resolve the issue, they escalate the ticket with all their notes to a Level 2 technical support specialist who has deeper product knowledge.
Step 3 - Escalate to Level 3 (Engineering)
If the Level 2 specialist determines the issue is a bug in the product code, they escalate the ticket to the engineering team, providing detailed steps to reproduce the issue.
Step 4 - Communicate Resolution to Customer
Once a fix is available (either from a specialist or from engineering), the support team communicates the resolution back to the customer and confirms the issue is resolved before closing the ticket.
The Purpose of Product & Technical Support
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