The Customer Service Support role is considered the first line of defense for handling initial client/partner contacts for easy/simple common technical issues. When a customer support ticket comes in through phone, email, or web channel the Customer Service Support engages looking to resolve the issue or gauge whether it needs to be escalated higher up the knowledge ladder. If a client is experiencing an issue with a product that Customer Service Support does not have a workable solution for their inquiry, the inquiry should be escalated up to the Technical Support tier.
The Customer Service Support role is considered the first line of defense for handling initial client/partner contacts for easy/simple common technical issues. When a customer support ticket comes in through phone, email, or web channel the Customer Service Support engages looking to resolve the issue or gauge whether it needs to be escalated higher up the knowledge ladder. If a client is experiencing an issue with a product that Customer Service Support does not have a workable solution for their inquiry, the inquiry should be escalated up to the Technical Support tier.