Question:
What should a level two technician do immediately after receiving an escalated work order from a level one technician?
- Call the customer back to ask any additional questions and resolve the problem.
- Call the level one technician and ask questions about the problem.
- Document suggestions to solve the problem in the work order and return it to the level one technician.
- Send the work order to a level three technician and ask for support.
Explanation: When a problem cannot be resolved within a predetermined amount of time, the level one technician prepares an escalated work order. The level two technician receives the escalated work order with the description of the problem. The level two technician then calls the customer back to ask any additional questions and resolve the problem.
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