What Does Level 1 Tech Support Offer?

Level 1 technical support can filter help desk calls and provides basic support and software or hardware troubleshooting, such as password resets, clearing browser cache, providing basic product installation or troubleshooting information, ticket routing and escalation to Level 2 and Level 3 support. Callnovo level 1 tech support team can also escalate to IT applications support or call for outside vendor maintenance (Level 4), as needed. Callnovo level 1 technical support team gathers and analyzes information about your customer/user’s issue and determines the best way to resolve their problem. Our level 1 tech support service can also provide support for identifying Level 2 and Level 3 issues where solutions have already been documented.



If a Callnovo level 1 agent is unable to assist a customer, the issue will be escalated to your own in-house level 2 team. The agent will also transfer all of the information collected from the customer as well as the attempted solutions and other documented information. This allows your level 2 team to focus directly on the problem rather than spend time collecting data and asking questions about the problem. The same will be done in any case where the issue needs to be escalated directly to level 3 technical support, although normally that is done by a level 2 tech support agent.