Usage guidance
Step-by-step help with installation, first start-up, settings and everyday use.
L1First level
- 01
- Ticket creationCustomer, product and symptom
- 02
- Diagnostic stepsDefined checklist
- 03
- Resolve or hand overComplete transfer to L2
- 04
- Follow-upOutcome confirmation and closure
01Technical support
We take on first level in German
In technical support what tires customers is not the problem itself but the feeling of not being understood. That is why we set up first level tightly, on both language and process.
Our team works through defined diagnostic steps, resolves what can be resolved and hands the rest to second level with complete documentation. The hand-over states what was tried and with what result, so the customer never answers the same questions twice.
Fault logging, installation guidance, device replacement and warranty questions can be handled in your system or in our own ticket flow.
- First-level diagnosis and resolution
- Fault logging and follow-up
- Installation and usage guidance
- Defined hand-over to second level
02Scope
What we take on in the support line
Fault diagnosis
Symptom capture via a defined checklist, basic troubleshooting and outcome documentation.
Ticket management
Creating, updating and following up the ticket, plus status updates to the customer.
Escalation
Hand-over to second level or the field team according to defined criteria and deadlines.
03Flow
The life cycle of a ticket
Every ticket follows the same flow, so its current stage is always visible.
Creation
Complete capture of customer, product, symptom and urgency.
Diagnosis
Working through the checklist and documenting the steps taken.
Resolve or hand over
Closure at first level, or transfer to second level per defined criteria.
Closure
Obtaining outcome confirmation from the customer and closing the ticket.
04Questions
Common questions about technical support
Yes. If you grant access to your ticket or CRM system, our team works directly in it. Permissions are role-based and limited to the areas the work requires.
Hand-over criteria are defined together: which symptom, which product group or which breached deadline sends a ticket to you. That prevents both unnecessary hand-overs and delays.
We plan product training together with you during onboarding. Training is repeated when the product changes, and the knowledge base is kept current.
Let's plan your German-language customer communication
Inbound, outbound, technical support or written channels: we put together a fitting setup, team plan and service levels within a short time.