In which circumstance should a level one technician initiate an escalated work order?
- when a customer appears to be very knowledgeable
- when a customer demands talking to a particular technician
- when a problem requires expertise from another technician
- when the technician cannot understand the problem as explained by the customer
The primary responsibility of a level one technician is to gather information from the customer. The level one technician needs to accurately enter all the information into the work order. When the problems are very simple to resolve, a level one technician can take care of these without escalating the work order. However, when a problem requires the expertise of a level two technician, the level one technician initiates an escalated work order so that a level two technician will be involved to solve the problem.