Tier 2 comes into play when the Tier 1 technician is unable to solve the query within the set resolution time frames. This escalation may arise out of the product/device, which may be technically complex therefore requiring the intervention at Tier 2.
The nature of Tier 2 queries may range from advanced features, product bugs or failures. The task here is to diagnose and resolve issues related to these applications and components by:
- Understanding the environment in which the customer operates and funnel it to the specific problems.
- Undertaking simulation checks in a lab, if the problem remains untraceable.