Support

With the increasing use of technology in modern times, there is a growing requirement to provide technical support for the customers. Technical support is a range of services providing assistance with technology products. In general, technical support services attempt to help the user solve specific problems with a product—rather than providing training, customization, or other support services.

CodeGen offers technical support for the products they sell. Technical support may be delivered over the telephone or online by e-mail or a web site.

Technical support may be delivered by different technologies depending on the situation. For example, direct questions can be addressed using SMS, Online chat, E-mail or Fax; basic software problems can be addressed over the telephone or using Remote network support ; while more complicated problems with equipment may need to be dealt with in person.

Technical support is often subdivided into tiers, or levels, in order to better serve a business or customer base. The number of levels a business uses to organize their technical support group is dependent on a business’ need, want, or desire as it revolves around their ability to sufficiently serve their customers or users. The reason for providing a multi-tiered support system instead of one general support group is to provide the best possible service in the most efficient possible manner.

Tier I – This is the initial support level responsible for basic customer issues. It is synonymous with first-line support, level 1 support, front-end support, support line 1, and various other headings denoting basic level technical support functions. The first job of a Tier I specialist is to gather the customer’s information and to determine the customer’s issue by analyzing the symptoms and figuring out the underlying problem. The goal for this group is to handle 70%-80% of the user problems before finding it necessary to escalate the issue to a higher level.

Tier II – This is a more in-depth technical support level than Tier I containing experienced and more knowledgeable personnel on a particular product or service. It is synonymous with level 2 support, support line 2, administrative level support, and various other headings denoting advanced technical troubleshooting and analysis methods.

Tier III – This is the highest level of support in a three-tiered technical support model responsible for handling the most difficult or advanced problems. It is synonymous with level 3 support, back-end support, support line 3, high-end support, and various other headings denoting expert level troubleshooting and analysis methods. These individuals are experts in their fields and are responsible for not only assisting both Tier I and Tier II personnel, but with the research and development of solutions to new or unknown issues. In some instances, an issue may be so problematic to the point where the product cannot be salvaged and must be replaced. Such extreme problems are also sent to the original developers for in-depth analysis. If it is determined that a problem can be solved, this group is responsible for designing and developing one or more courses of action, evaluating each of these courses in a test case environment, and implementing the best solution to the problem. Once the solution is verified, it is delivered to the customer and made available for future troubleshooting and analysis