Tier 1, 2, 3 and 4 Help Desk Support: How to Decide Which Works Best For Your Customers!

Tier 1, 2, 3 and 4 Help Desk Support: How to Decide Which Works Best For Your Customers!

Just as a fish cannot do without water, a business cannot do without tech support…not if it wants to survive anyway. 

 

In the digital era, it’s hard to ignore the obvious. Technical support is incredibly crucial to support your products and services. A subset of this kind of support is help desk support and this focuses on solving a certain user problem or issue. 

 

When done right, tech support greatly improves your business’s overall customer service approach and positively impacts your bottom line. Tech support companies in Toronto aren’t exactly in short supply, let’s be honest. Knowing how to tell the duds from the real deal is vital.

 

At Tech Support Toronto, we provide quality IT support services and cybersecurity for small businesses in Toronto. Our mission is to take your IT infrastructure to its highest potential. Whether you want to streamline your logistics, inventory, production or customer support services, we equip you with the right tools to get ahead! 

 

Without further ado, let’s delve into the main difference between the levels of IT support. 

 

Tier 1 Support – Basic Knowledge of the Product

This is the rudimentary level of customer support wherein a customer representative has a broad grasp of the product, but may not necessarily be familiar with its intricate details. 

This type of support usually takes the form of an FAQ or knowledge base. Tier 1 support is outsourced to a 3rd party as it does not require a very in-depth hands-on knowledge of the product. If a ticket is opened and cannot be sorted out by the Tier 1 representative, it passes to…

 

Tier 2 Support – Troubleshooting and Diagnostic Knowledge

This level of support entails a deeper understanding of the product as compared to the previous level. Tier 2 technicians are able to troubleshoot issues by using their specialization and advanced diagnostic tools to solve a new issue or an existing one. If the issue centers around an open bug, the technician refers the problem to the developer. 

If the issue still remains unsorted, it passes to… 

 

Tier 3 Support – Special Product Development Expertise

These types of services are rendered by specialists who were in some way involved with the development of the product. They sort through complicated problems by accumulating as much information as possible from Tier 1 and 2 employees. Sometimes, these types of issues call for fixing harder bugs in the OS. 

If the issue isn’t sorted out here, it proceeds to the final level of support…

 

Tier 4 Support – In-Depth Technical Knowledge 

The grande dame of tech support; Tier 4! This typically exists in a multi-vendor scenario. For example, when it comes to app development and the problem has to be fixed on an OS mobile level delivered by another company, you have to refer the issue to that company. 

 

Need to Outsource Your Help Desk Services?

That’s our cue! Tech Support Toronto can take your customer support services to the next level with our reliable, affordable and quality IT staff. When you partner with us, every facet of your business will be transformed for the better!

Don’t wait until an issue arises to seek out qualified tech support. 

Contact us today to keep your customers happy around the clock. 

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