Recruiter's Glossary

Examples: CTI (Computer Telephony Integration) • AHT (Average Handle Time) • Retention Metrics

Support Tiers

Term from Customer Service industry explained for recruiters

Support Tiers is a way of organizing customer service into different levels based on how complex the issues are. Think of it like a pyramid: Tier 1 handles basic questions, Tier 2 deals with harder problems, and Tier 3 tackles the most technical issues. This system helps companies manage customer problems efficiently by making sure simple questions get quick answers while more complicated issues go to experts. You might also hear it called "Multi-level Support," "Technical Support Levels," or "Support Escalation Levels."

Examples in Resumes

Managed Tier 1 Support team of 15 representatives handling 200+ daily customer inquiries

Resolved complex technical issues as Tier 2 Support specialist with 95% customer satisfaction

Led Support Tiers restructuring project improving response times by 40%

Provided Level 3 Support for enterprise clients' critical system issues

Typical job title: "Support Specialists"

Also try searching for:

Customer Support Representative Technical Support Specialist Help Desk Analyst Customer Service Agent Support Engineer Service Desk Specialist

Where to Find Support Specialists

Professional Networks

Job Boards

Industry Resources

Example Interview Questions

Senior Level Questions

Q: How would you design a support tier structure for a new product launch?

Expected Answer: Should discuss analyzing product complexity, staffing needs, creating documentation, training programs, and escalation procedures. Should mention measuring success through metrics and customer satisfaction.

Q: How do you handle escalation management between support tiers?

Expected Answer: Should explain clear escalation paths, documentation requirements, communication between tiers, and ways to prevent unnecessary escalations while maintaining customer satisfaction.

Mid Level Questions

Q: What metrics would you use to measure the effectiveness of different support tiers?

Expected Answer: Should mention resolution time, customer satisfaction scores, first-call resolution rates, escalation rates, and how these differ between tiers.

Q: How do you determine when to escalate an issue to the next support tier?

Expected Answer: Should discuss identifying issue complexity, following established guidelines, recognizing technical limitations, and maintaining customer communication during escalation.

Junior Level Questions

Q: What's the difference between Tier 1 and Tier 2 support?

Expected Answer: Should explain that Tier 1 handles basic, common issues and initial customer contact, while Tier 2 deals with more complex problems that require deeper knowledge.

Q: How do you handle an angry customer while following support tier protocols?

Expected Answer: Should discuss staying calm, following procedures, knowing when to escalate, and maintaining professional communication while resolving the issue.