Levels of Technical Support provided

• Level 1 technical support acts as the front end to filter calls to the respective departments. This level team also responds to incoming calls, log calls, attempts resolution and escalates to level 2. This support involves in answering to basic queries and do not involve technically qualified staff.
• Level 2 support provides advanced support for problems related to hardware, software and applications. This job involves in troubleshooting, product installation and support, usage support and maintenance issues. This is done by a set of certified professionals having the ability to solve typical technical problems.
• Level 3 support provides the highest level of support and this is done by senior level people with the technical ability to resolve complex problems.

Technical Support is provided across the following channels

• Telephone - Live support includes troubleshooting for standard hardware/software issues, connectivity, data and voice configurations.
• Web-Based (Email / Chat / IM/ Portals) - This is particularly useful for customers having a high degree of technical knowledge who prefer to use the web for solving problems.
• Remote Diagnostic and Collaborative Browsing Tools - This involves delivering technical support services through the Internet/Intranet/LAN. Examples include net meeting and messaging tools.
• Self-help resources, which utilize a knowledge management framework using, advanced technologies, E.g. extranet or the Internet.

Technical Support Services

• Responsive – The support team keeps the end user informed on the status of their query by mail or by telephone till the problem is solved. The team proceeds with high speed in problem solving or escalating the request to next level.
• C Sat – This team takes feedback from customers on the service provided. This helps in improving delivery mechanism and customer satisfaction.
• Tele Marketing – Servicetec does cross selling by making outbound to existing customers with the available database.