I'm genuinely curious about the capabilities of Tier 1 support reps when it comes to technical issues like changing display scaling on Windows devices. In one recent incident, a user submitted a support ticket with a screenshot indicating they couldn't access a web application due to a scaling issue. Unfortunately, the Tier 1 rep couldn't resolve it and escalated the ticket to Tier 3, who issued an incorrect solution that didn't help. For context, our Tier 3 support role is considered to be at a senior level akin to Tier 2, and I believe they're paid around $65,000 a year. Does that sound about right, and is it reasonable to expect these reps to handle basic scaling issues?
3 Answers
In my experience, if a Tier 1 rep doesn't resolve a ticket, it generally goes back to them if it's that simple. More senior positions like Tier 3 would usually only get involved if it were a more complex issue. If they can't handle basic tech setups like changing display scaling, it really makes you wonder about their qualifications.
True! I expect my Tier 1 staff to at least troubleshoot the easy stuff before passing it up the chain.
That $65k for a Tier 3? That's a red flag. Good talent is definitely going to seek better offers. If they're struggling with basic issues like display scaling, it sounds like a skill gap and maybe a mismatch in pay for the role they're expected to fill. Honestly, I think around $80k should be the baseline just to attract capable candidates at that level.
Yeah, I totally get what you're saying. For roles like Tier 3 support where troubleshooting is a must, those people definitely need to know their stuff. If the pay is too low, they're gonna lose out on skilled employees.
Exactly! Skilled workers aren't going to stick around for that kind of pay. They could just as easily find better opportunities elsewhere.
It definitely depends on location for salary. $65k might not stretch too far in some areas of the US, but it could be decent in other locations. That said, good support teams should have solid training for the basics, and I expect them to manage issues like scaling without needing constant help.
Yeah, the cost of living varies. But if you're hiring tech support, basic troubleshooting should be a given regardless of location.
For sure. If you're in a place where salaries are lower, that might work but they should still be competent!
Right? In a healthy tier structure, they should definitely not need to escalate basic problems. It sounds like the processes might be a little off in your organization.