Summary

Chapter 10: Communication Skills 19Describe Level-Two Technician ResponsibilitiesAs with level-one technicians, call centers sometimes have different names for level-twotechnicians. These technicians may be known as product specialists or technical-supportpersonnel. The level-two technician’s responsibilities generally are the same from one callcenter to the next.The level-two technician is usually more knowledgeable than the level-one technician abouttechnology, or has been working for the company for a longer period of time. When a problemcannot be resolved within ten minutes, the level-one technician prepares an escalatedwork order. The level-two technician receives the escalated work order with the descriptionof the problem. That person then calls the customer back to ask additional questions andresolve the problem.The following list of guidelines details when to escalate a problem to a more experiencedtechnician. These are generic guidelines; you should follow your company’s business policyfor problem escalation.■■■■Escalate problems that require opening the computer case.Escalate problems that require installing applications, operating systems, or drivers.Escalate problems that will take a long time to walk a customer through, such asConfiguration Memory Operating System (CMOS) changes.Escalate “down” calls. The entire network is down, and a more experienced tech maybe able to resolve the issue faster.Problems that require opening the computer case need a level-two technician. Level-twotechnicians can also use remote diagnostic software to connect to the customer’s computerto update drivers and software, access the operating system, check the BIOS, and gatherother diagnostic information to solve the problem.