What exactly is tier 1,2,3 ... level tech support?

Answer 1

That's mumbo jumbo for "the smart guy here doesn't want to talk to you now". When companies give you that line of BULL, consider a different company next time.

Here is where I have had great success:

Toshiba - On hold for less than 10 minutes. They guy that answers the phone KNOWS his/her STUFF.

Lexmark - While a terrible printer with expensive cartridges, their tech people answer the phone quick and help you to GET RESULTS.

GM - My brother-in-law has had some car troubles, they have been awesome via On-star.

Answer 2

I will use an analogy for you.

Say a car is a computer.
Tier 1 support is someone who can fix the engine, transmission, driveshaft.
Tier 2 support is someone that can fix the brakes, put new seats in, change tires, rotate tires.
Tier 3 support is someone who can replace a specific kind of device in the car. For example, repair a built in GPS device. Or fix electronic fuses.

It is levels of support. Tier 1 is the basic. Tier 2 is more specific. Tier 3 is yet more specific. Tier 2 and 3 are options that Tier 1 doesn't necessary need.

Answer 3

The higher the number the more acknowledgment the tech has. Besides they have many more boundaries than the Level 1. The company allows you to deal with stuff that a Level 1 is not allowed to. I've been an MSN tech support guy for 2 years that's why I know all this stuff.

Answer 4

Tier 1: Call center support. Little to no technical training. Their job is to field calls, and progress them when the basic checking is done.

Tier 2: Usually a supervisor of the call center support. May have some technical training.

Tier 3: Actual engineers/programmers who have the technical knowledge and experience. Rarely do customers have direct contact with them as they are few.

Answer 5

1 is someone just phone in.

2 is someone phoned in a while ago with the same issue, but level 1 can't solve either reconnect directly to level 2 or given a problem ticket to phone again to level 2 with a transcript of what happened in support database, so they can jump right to the point of last discussion.

3 not sure, premium support package I guess.

Answer 6

Tier 1 - IT Rookies!

Tier 2 - IT Experience!

Tier 3 - IT Gurus!

Have fun but be safe!

Answer 7

I think a useful example is the flow in a doctor's office or practice when you visit with some non-life threatening issue such as a sore back, sinus pain, persistent coughing, etc.

Tier 1 - the physician's assistant who calls you from the waiting room, checks your height, weight, blood pressure and/or temperature and asks questions about your general health/situation and questions specific to the issue.

Tier 2 - a nurse(RN) with broader medical training who can perform tests/checks specific to the problem, such as using a stethoscope while you take deep breaths, try to cough, describe the specific movements that cause pain, gently tap your the area of your sinuses. They make a diagnosis and recommend some specific ways to deal with the issue - fluids, bed rest, OTC medications and pain relievers, etc. They will escalate to Tier 3 if the issue seems serious or more complex than their training or the policies/procedures of the facility dictates.

Tier 3 - a LPN(nurse with extensive medical training able to handle most issues doctors cover) or MD who can do even more specific tests - or order bloodwork, EKG, MRI, etc. They can prescribe medications that are not OTC such as antibiotics, prescription pain relievers, blood pressure meds, etc. and things like physical/occupational therapy. They may recommend lifestyle/behavioral changes and prescribe resources to help. In the event the problem is something more complex or requires specialized knowledge they will escalate to Tier 4. (Or more likely, they're already swamped with patients with more normal issues and they can take care of more people by sending the more complicated cases to specialists rather than spending extra time on one patient.)

Tier 4 - specialists in particular areas of medicine - cardiology, orthopedics, dermatology, pediatrics, with a lot of training in that particular area(but at the expense of others - a cardiologist will not know why your neck hurts). These specialists will be performing and analyzing the EKG, blood test results, X-Ray, MRI, etc. to make a diagnosis to inform treatment recommendations and prescribe them. They may or may not be MDs, but will have an advanced degree and study/certification in the specific area of medicine - MDs will obviously have more study and more authority to recommend treatments that your insurance will be required to cover (if your policy does so in the first place.)

Answer 8

1)pakistani 2)indian 3)an LA "Homey"