Before you escalate this issue please try to use the wiki to resolve the issue. If you are unable to resolve the issue below are the steps you will take to escalate this ticket to a tier 2 technician.
If you are unable to resolve the issue or answer a customers question the first step will be to reach out in the slack channel. Be sure to start your message with @Aaron or whoever is monitoring Slack that shift.
Do not hang up on the customer before reaching out to level 2, you will be instructed to call them back.
Your message should contain the following information.
If you get a response the agent will try to assist you with the issue. If you do not get a response in slack after 2 minutes continue below.
If you have not gotten a response in slack you will need to let the customer know you have not gotten a response from level 2 but you have escalated the issue/question and we will reach back out to them once Level 2 has reviewed the issue/question.
Note: you will not have an exact ETA on callback but you can let the customer know that someone will reach back as quickly as possible.
You will need to open a ticket for the customer with all relevant information, more details about the situation the better here. If you need assistance with creating a ticket click here Ticketing Procedure
Once the ticket has been opened you will need to send an email to Level 2 to be reviewed. This email will be sent to aaron@intellipop.co, you will need to CC connor@intellipop.co on this as well.
Your email should contain the following information.
Once a level 2 technician has reviewed the issue/question they will send a message in the call center slack channel to have a dedicated agent reach out to the customer with any relevant information. You will most likely end up calling the customer back when level 2 can respond.
Need to go back to the phone call tree click here Inbound Call