Tier 3 Internet Tech Support
Technical Support from the Switch to the ISP
American Technical Support's Tier 3 Internet tech support ascertains customers’ issues even at their most technical. This support is responsible for escalations from Tier 1 and Tier 2 support as well as trending and defining chronic customer and network issues.
Tier 3 tech support manages the ticket tracking system to define network issues. With Tier 3 support, you get a technical understanding of complex home network environments, an understanding of broadband network principles and operational requirements of TCP/IP networking.
Learn more about our Tier 1 Support and Tier 2 Internet Tech Support.
- Provide support to TAC
- Provide 24/7 call support for reported issues and customer policy escalation
- Network Configuration and Verification
- Calling/Troubleshoot with backbone provider(s)
- Ticketing and Database Support
- Provide a web based searchable database of reported issues
- Establish nature of call and open ticket, including:
- Gather initial facts (circuit type, CPE and lights, location of both ends of the circuit, IP, customer info)
- Using available tools make initial assessment of issue to quickly assess if a tier one issue and resolve if possible, otherwise escalate if policy required
- Continuous monitoring of ticket database documentation and ticket closure
- Call recording and .wav files available upon request
- Alerts and Notifications
- Monitor network equipment alarms 24/7
- Adhere to a predetermined time limit on ticket updates for resolution
- Network troubleshooting for outages
- Policy Based technician dispatching
- SMNP and TL1 Alarm monitoring
- Policy based handling of Critical, Major and Minor Alarms
- Alarm history available upon request
They say don’t sweat the small stuff; at Element we managed the small stuff so you don’t have to. We offer unparalleled tech support across the board in the cable, broadband and telecommunications industries.