Role of support agents in each tier
L1 Support
Support agents in this tier are usually the first point of contact for a customer. These agents typically handle most general support tickets related to your product, ranging from helping your customer in setting up your product to billing issues and more. A rule of the thumb to classify a support request for the L1 category is it can be resolved quickly. To improve the efficiency, you can set up a process where all the requests falling in this category can be assigned to the support agents based on their expertise and the load of requests they are handling at any given point in time.
L2 Support
Support requests that tend to take more than 15 mins to handle are moved from L1 to L2. The team members in this category tend to have a deeper understanding of your product in terms of its technicalities. The kind of issues moved to this category typically include integration issues, issues related to data upload, etc.
L3 Support
The support agents in this category tend to have the highest level of technical expertise with abilities to handle the toughest of issues. Support requests in this category are generally one-off issues and might not carry a time limit for resolution of the issue. The issues assigned to this team can also occasionally be escalated to the software development team, before they resolve the issue for the customer.
Next topic- Single point experience - an advisor for your enterprise customer