Originally Posted by Criot
Practically the same as what you've listed really.
Level 1 - Answering general queries and helping to resolve some general issues which could be fixed by the client themselves. Answering sales questions. Also offering advise on how to set things up or installation issues. Assigning tickets to higher levels of support if Level 1 can't deal with them.
Level 2 - More knowledge, assisting with changing plans, and the same as above.
Level 3 - Administration, server fixes, account issues, invoice issues etc. Plus all of the above.
I think it's good to have different levels of support, means tickets can be assigned to the more appropriate and correct members of staff.
account issues, invoice issues should be handled by Billing staff and not support staff.
but i think it is best if you have 1 line of sales/support as sales staff should know all about the services/systems they are selling.
so if you can have staff that are trained in sales/L1/L2/L3 this saves time clients are waiting.
i.e. a client submits a ticket to support as they have a major site issue.
1) ticket is first answered by L1 and client gets "we have your ticket and passing this to L2 please wait"
2) 20 mins later client gets reply from L2 " sorry we need to pass this to L3 please wait"
3) another 20 mins L3 contact client to go through a solution.
so client has waited 40 mins after being passed around before getting to someone that can help them.
but if all your staff are trained in all support levels and sales then the client would get someone who can help straight away