Support Specialist

Support Tier 2

Support Tier 2 involves more specialized technical assistance compared to Tier 1 support. This level of support deals with complex issues that cannot be resolved at Tier 1 and often requires deeper expertise or specific troubleshooting knowledge.

• Create support tickets in OBS
• The current systems are Observables, DMP, alarm.com, and Stanley
• If a tech is required, work with the team and schedule a tech
• Assign Observables tickets, manage tickets/jobs (See ticket/job procedure)

Alarm Structure

Initial Point of Contact

Tier 2 support agents are the first point of contact for customers or users, handling basic customer inquiries and troubleshooting simple issues.

Basic Troubleshooting

Tier 2 support staff analyzes symptoms, identifies underlying problems, and begin resolving issues, ensuring that time is not wasted on attempting to solve symptoms instead of problems.

Escalation

If needed, Tier 1 support agents may transfer and escalate customer contacts to specific departments or teams, typically to Tier 3.

Tasks

• Receive emergency and non-emergency calls/texts for customers in SB and SLO during working hours
• Provide the 2nd line of support and troubleshoot issues that customers are having
• Create support tickets in OBS
• If a tech is required, work with the team and schedule a tech

Key Characteristics

• Handles advanced customer issues and simple troubleshooting
• Provides elevated support and triage
• Utilizes automated or self-service solutions to resolve issues

Example Industries

• IT and Technology
• Customer Service and Support
• Alarm/Fire Desk and Field Support

Best Practices

• Implement a clear escalation process for complex issues
• Utilize automation and self-service solutions to streamline basic issue resolution
• Ensure Tier 2 support agents are adequately trained and equipped to handle initial customer inquiries
• Monitor and analyze Tier 2 support performance to identify areas for improvement