Last Updated on March 23, 2021 by Admin
What is a typical task performed by a level one technician in a call center?
- gathering information when a customer calls for help
- solving the problem that might require opening up the computer case
- using remote access software to troubleshoot the customer computer
- picking up an escalated work order and calling the customer for further information
The primary responsibility of a level one technician is to gather information from the customer. The level one technician needs to accurately enter all the information into the work order. When the problems are very simple to resolve, a level one technician can take care of these without escalating the work order. However, when a problem requires the expertise of a level two technician, the level one technician initiates an escalated work order so that a level two technician will be involved to solve the problem.