Problem Statement
One of Logistics Firm was facing challenges in providing technical support for their solution to their B2B clients. L1 support was provided and this document captures the Processes, Preparations, Trainings, Ticketing life cycle.
Types of Product Support
- Technical Support
- Installation and Deployment
- Monitoring and Management
RACI Matrix
R – Responsible A – Accountable C – Consulted I – Informed
| Role: Support Engineer | L1 Engineer | L2 Engineer | Support Lead | Dev PoC | Dev Manager |
| Reported Issues | IA | I | I | | |
| Resolved without Escalation | I | I | I | | |
| Resolved with Escalation | I | A | IC | | |
| Issues Escalated to Dev Team | | I | I | IA | I |
| Long pending issues | | | I | I | IA |
Responsibilities
- Customer support
- Issue Investigation and Resolution
- Issue Documentation
- Bug Tracking and Escalation
- Collaboration with Development Teams
- Customer Training and Onboarding
- Continuous Improvement
- Customer Advocacy
- Quality Assurance
- Customer Satisfaction Measurement
- Monitoring of system
Process
Training Tools
Implemented
- Ticketing System
- Jira Service Management, Zendesk, Freshdesk, HUB and ServiceNow
- Collaboration and Communication Tools
- Slack, Teams, Discard, Phone, E-Mail
- Monitoring and Alerting Tools
- Nagios, Zabbix, New Relic, and Datadog
- Log Analysis Tools
- ELK Stack (Elasticsearch, Logstash, Kibana), Splunk, and Graylog
- Screen Recording and Documentation Tools
- Remote Desktop tools
- Knowledge Base Software
- Create, Maintain, and access a repository of articles, FAQs, and troubleshooting guides
Trainings
- Product Knowledge
- Technical Training
- Troubleshooting and Problem-Solving
- Customer Service and Communication: Effective communication techniques, Active listening skills, Empathy, and Conflict resolution
- Ticketing Systems and Support Processes
- Product Updates and New Releases
- Cross-Functional Collaboration
- Continuous Learning and Self-Development
Technical basic Trainings
- Basic Linux
- Basic SQL
- Basic Cloud Infrastructure
The Results
- Development team were free from support and able to concentrate on development
- Clients were handled independently
- Able to provide enhancements to their solution through our development team