Software companies with their own applications and/or services in the field typically must employ talented customer service professionals. Additionally, any subsequent staffing process needs to account for the different levels of support these employees provide. Most IT CSR positions rank these levels from Tier 1 to Tier 3. Thus, an understanding of what these tiers mean helps ensure a successful hiring effort.
Let’s examine the typical customer service tiers that define the duties performed by application support professionals. Use this information to craft effective job descriptions for your organization’s open support positions. As a result, expect to hire qualified technical CSR professionals during your next staffing process.
Understanding the Different Tiers of Application Support
A deep knowledge of the different tiers used to describe IT customer service positions becomes important when hiring CSRs. After all, you don’t want to hire someone without the right expertise for a critical Tier 3 service role. Check out these descriptions before your next hiring process.
- Tier 1 Application Support: Tier 1 is the lowest level of support for IT CSR professionals. These employees answer basic questions about an app’s functionality, along with handling easy-to-solve problems. For more complex issues, they may escalate the case to application support coworkers at a higher level.
- Tier 2 Application Support: Tier 2 CSR agents boast more knowledge and experience compared to their Tier 1 counterparts. Therefore, they provide more detailed technical support to customers, while still handling Tier 1 issues if needed. These support professionals also know how to triage problems, making it easier for higher-level CSRs after escalation.
- Tier 3 Application Support: These top-shelf technical customer service professionals provide advanced support to applications and software-based services. In many cases, they interact with programmers and other technical personnel to diagnose critical problems. These CSR professionals are essentially the experts for the entire customer service team.
Armed with a better understanding of the customer support service tiers, expect to find higher-quality candidates. This rule also applies when partnering with a staffing agency, like Synerfac.
Why Tiered Customer Support Levels are Essential
A well-structured support hierarchy remains critical for companies, no matter the industry sector. However, it becomes especially important for businesses in finance and healthcare, considering the stakes involved. After all, poor customer support might have an adverse impact on patient care in the medical world. The same concept applies to supporting applications used in securities trading and/or banking.
Build Your Application Support Team Today
If your company needs an influx of application support professionals, connect with the experts at Synerfac. As one of the top IT staffing agencies in the country, we provide exceptional candidates who provide superior support levels. Schedule some time with us to discuss your current hiring plans.