Help desk is very important part of your customer service. The main task of the help desk support is to fix and resolve customer’s problems, that increase a customer satisfaction. They support client through web via various chat tools.
Help desk support has four different levels, that help divide support resources. The first level is tier 1. It is a basic level, where customer representative has a knowledge about product, but he does not understand the inner workings. Next level is tier 2, where technician has a specialization and great knowledge. Customer representatives, who have a specialized skills and who deal with complex issues belongs to tier 3. Tier 4 is the level of experts.Back to Glossary
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