What role does technical support play
What does the second level support do?
The second instance in customer support
Of course, customer service today is one of the most important services that all large companies in the IT industry must and want to offer their customers. Second-level support plays an important role in this.
Definition: what is second level support?
Second-level support is the second level in a company's customer service. You may have had contact with an employee at this level of customer service yourself. With second-level support, it is important to solve problems of a technical nature at the customer's with his device, usually via remote diagnosis on the phone or via internet online support. In contrast to the more general first-level supporter, as a 2nd-level supporter you have to have real specialist knowledge in order to be able to really and quickly help the customer, who is usually an absolute layman. The division into these various support structures is carried out by the companies in order to be able to process customers more efficiently and quickly. If there is only a general service question, it is not necessary to call on an IT specialist from second-level support with his technical know-how. A call center student who has undergone brief training in general is often enough for this.
What does the second level support do?
This is characterized above all by subject-specific competence in the IT area. Of course, customer service today is one of the most important services that all large companies in the IT industry must and want to offer their customers. The first-level support, which usually precedes the second-level support, is primarily responsible for general customer problems, for example at the service level. In the event of technical problems, the first level will connect with the second level support. The last instance after that is the 3rd level support.
What are the tasks of a second level supporter? What skills does he need?
Basically, the second-level support employee is responsible for solving technical problems at the customer's. In this position, you will be confronted with customer inquiries on the phone or online who are currently having technical problems with an IT or electronics product. In addition to current models, there can of course also be problems with older generations of devices and software, which are still supported by the company's support. In order to be able to provide this technical assistance, you must of course have technical knowledge and a qualification in the subject area of the product. As a second-level support employee, you will learn the special knowledge that has to do with the company's product in internal training courses and further education. Basically, you have to have a technical understanding and ideally an apprenticeship or a degree in the field of IT and technology.
How do you become a second-level supporter (training / study)?
You cannot train to become a second-level supporter. However, you can apply for corresponding positions in companies, especially in the IT industry, if you have a specialist training in a job related to IT or have completed a corresponding degree in computer science, etc. If you have landed in second-level support at an IT company, you will receive all further specialist knowledge for the tasks in this area of customer service through in-house training specifically on the software sold or the electronics or IT product. In any case, specialists in this field are rare and in great demand.
Where can I work in second level support? What salary can I expect?
You can work for practically any company that is involved in the IT or manufacturing of electronic devices and do the customer service yourself, which is usually the case with large companies. Others often outsource this part of their customer service to call centers and other external service providers, where you can then work for second-level support for the product. Depending on the basic education and requirement profile, salaries of 3000-6000 euros / month are not uncommon in this highly specialized IT area.
You can find a great summary of the different support levels in the following video:
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