Glossary of Terms

Tier 2 Support

Definition of
Tier 2 Support

TIER 2 SUPPORT (L2) is the escalation team in a customer service organization and is in charge of handling more complex and niche type tickets. In the event that the ticket is out of the scope of Tier 1 and will need higher system access, the task is to be handed over to Tier 2 for resolutions. In order to provide proficient solutions and assistance to escalated concerns, Tier 2 Support teams are usually compartmentalized to handle specific areas of service such as technical support, financial disputes, and customer retention.

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