Expectations / Description
Tier 3 Agents support T2 and the rest of the company by verifying/routing bugs and other errors to the correct squad, investigating/answering product questions, and completing tasks that can only be performed through the rails console.
Our ONE number
- 90%+ of internal teammates who submitted tickets that reached T3 slightly or strongly agree that they got the information they needed to solve their issue in a timely manner.
- Escalation cycle time
- On average we agree that a conversation is needed if escalations take more than 2 hours per.
- If/when an escalation is going to take more than 2 hours, everyone knows why and likely agrees with you
Requirements
- Tier 3 Agent's must have a position with the reach of 1.1 or higher
- Tier 3 Agent's must be milestone 1+,Communication
- Tier 3 Agent's must be milestone 1+,Business Knowledge
- Tier 3 Agent's must be milestone 3+,Product Knowledge
- Tier 3 Agent's must be milestone 2+,Software Investigation
- Tier 3 Agent's must be milestone 2+,Customer Service
Configuration Health
- ✅ Has 5 Abilities
- ✅ Is a part of 8 Positions
- ⚠️ Has been referenced in no observations
- ℹ️ No one has reacted to this Assignment
- ℹ️ No one has an official rating on this Assignment
- ⛔️ Last updated: over 2 years ago
- ℹ️ Never conversed about
Examples / Observations
An observation relating to Tier-3 Agent has not been publicly recognized yet.
Official Tier 3 Agents
Manager Details:
This section is for CareerPlug folks only. Sign your team up to find your Gruuv!
Teams needing a Tier-3 Agent
This section is for CareerPlug folks only. Sign your team up to find your Gruuv!
Positions that reference being a Tier-3 Agent
This section is for CareerPlug folks only. Sign your team up to find your Gruuv!
Conversations about Tier-3 Agent
This section is for CareerPlug folks only. Sign your team up to find your Gruuv!