About TIER II
Tier II has been active since 2012, since then it has gone through a lot of changes, prior members have branched off to new roles, gained new members and have gone through many changes to help the team prosper, as we grow we need to evolve and build new tools and service to help the team easily find what we need to bring the team into the future with new tools to help you make this a stronger, more effective and educated team.
- Tier II Serves as the escalation point for technical issues relating to Manheim Client Care.
- Manages multiple ticketing systems to ensure issues are resolved from internal and external clients.
- Communicates outages, fixes and best practices to the department to better equip front-line team members to handle.
As a tree grows it required nutrients and water to help it grow and produce so does this team need the necessary components to help the team grow. Our technicians tend to have a specialization to determine which solution best matches the customer’s needs before contacting the client to provide a solution.
The team goes that extra mile to provide resolution to complex problems, engage knowledge base and other resources to find solutions or seek guidance from experts in other teams employing communication through various platforms such as direct contact by phone, instant messaging, email and online resources to find valuable solutions.
If Tier II determines that this is a new issue the next steps are:
- Each member takes ownership of the case from beginning to end.
- Researches to replicate the issue.
- Determines a resolution and apply acquired knowledge to resolve the problem.
- Test to verify resolution and contact the client to provide resolution details and verify the issue is resolved to the client’s satisfaction.
If Tier II determines that this is an existing issue:
The case is added to existing defect codes and the issue goes into production cycle with the developer teams engaged in resolving the issue and the case is marked by a defect code and placed in known issue status until the issue is resolved. The team member then contacts the client and enables us to regain client loyalty under difficult circumstances.
What We Do
Tier II supports a variety of products and services from Manheim.com, OVE.com, and mobile products on an individual or group collaboration with team members and other groups such as Technology Operations, Oracle, IBM, OVC HUB, SalesForce, and others.
The technicians tend to have a specialization to determine which solution best matches the customer’s needs before contacting the client to provide a solution. If their technical specialization is one that can help the customer, the tech then determines whether this problem is a new issue or an existing one.
The Escalation Process
Tier II team is here to help you! We want to be sure that we are providing a world-class client experience. To continue in that arena there are a few things we need you to remember when escalating cases. The team works by complying data from SalesForce cases sent to the team at which point once the agent accepts the case either resolves the issue or escalates the case in Service Now (SNOW) so the case can then be addressed by other support teams.
Urgent escalations
- Any issue which prevents a customer from buying and selling a car right now which the CCC is unable to resolve.
- Any issue which prevents a client from importing or seeing a CR.
- Site wide issues.
Priority labels:
- Urgent – 4
- Low – 3
Escalation Requirements:
Description of the issue that the client is experiencing
- User name/Password
- Auction Access 5 million number or Individual 1 Million number
- Lane number
- Run number
- Sale Date
- VIN # (full 17 digit)
- Any other relevant information
The following required file formats are accepted when attaching image files, screen shots, videos or documents prior to submitting a case to Tier II
When you send a case if you are attaching a file, please save the file in the following formats:
- Images = JPEG, JPG, PNG, BMP or JIF
- Documents = PDF, DOCX, HTML, RTF, TXT & ODT
- Excel = XLS, XML, CSV & XPS
Learning Resources:
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Manheim Learning Center
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