What is Tier 2 Support?
Tier 2 support (L2), also known as escalation support is the next level of support that individuals get once issues are not resolved by Tier 1 support. It is usually reserved for more complex issues that might require a greater amount of expertise. Their job is to make sure that Tier 1 Support can handle the simple issues and pass the more complex ones on for more detailed attention. In order to provide swift resolutions, Tier 2 Support often works in specialized groups handling particular areas of customer service such as technical support, customer retention, and financial disputes. Tier 2 support is also known as Call Center Support Specialist, Tier 2 Technician, Tier 2 Analyst, etc.