checklist de processos do suporte n2 da br24 a maior parceira de bitrix24 do brasil

Check if the ticket is assigned to the correct support agent

Review the ticket description and gather all relevant information

Assess the priority level of the ticket based on the impact and urgency

Determine if the issue can be resolved remotely or requires on-site assistance

Provide initial response to the customer acknowledging the ticket receipt

Escalate the ticket to N3 support if necessary

Monitor the ticket progress and update the customer regularly

Resolve the ticket by providing a solution or workaround

Close the ticket and ensure the customer is satisfied with the resolution

Gather detailed information about the reported issue

Analyze the symptoms and identify possible causes

Perform necessary tests or diagnostics to verify the issue

Consult knowledge base or internal documentation for relevant solutions

Collaborate with other support agents or teams if required

Propose troubleshooting steps to the customer and seek their approval

Execute the troubleshooting steps and monitor the results

Document the troubleshooting process and any changes made

Communicate the findings and progress to the customer

Maintain a professional and friendly tone in all interactions

Respond promptly to customer inquiries and requests

Ensure clear and effective communication of technical information

Use appropriate language and terminology for the customer's understanding

Provide regular updates on the status of their ticket or issue

Seek customer feedback on the quality of support received

Address any concerns or complaints raised by the customer

Offer additional assistance or resources if needed

Document all relevant information about the ticket or issue

Include details of the troubleshooting process and solutions provided

Update knowledge base or internal documentation with new findings

Share knowledge and insights with other support agents

Keep track of recurring issues and propose preventive measures

Regularly review and update existing documentation for accuracy

Note: This checklist is specific to the N2 support processes of BR24, the largest Bitrix24 partner in Brazil.