Chapter 8. Structures and Tiers
As a department within a technology company, the support organization requires some form of order to make the best use of resources. Our field of technical support has relied on the tiered structure for many years now, and it has proven very effective. There are other possibilities that may well prove even better, depending on the organizations and demands placed on the support professionals. The current state of the support structure is heavily dependent on the predominant support model of tiers based in knowledge and experience.
This chapter devotes most of its content to the possibility of other models, in addition to the tiered structure. It also touches on some variations of the tiers and ends with the best ...
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