Second-Line Support
Second-line support focuses on investigating and resolving functional and technical issues that require deeper platform knowledge.
This includes:
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Troubleshooting application behaviour and configuration issues
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Resolving user access, permission, and role-related problems
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Investigating data inconsistencies and integration-related incidents
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Supporting change requests related to workflows, forms, and platform settings
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Providing root-cause analysis for recurring issues
Second-line support acts as a bridge between day-to-day operations and advanced technical expertise, ensuring issues are handled thoroughly and efficiently.
