Tier 2 Internet Tech Support

Customized Care from the Wall-Plate to the Switch

Element’s Tier 2 Internet tech support begins with escalation support for the Tier 1 team. In addition, Tier 2 diagnoses and troubleshoots escalated customer care issues related to network and system administration as well as other internet related technical issues. Deliver a powerful customer experience at lightning fast speed with CSG Systems and Element.

Tier 2 Support covers the following:
Escalation Support

  • Meeting Room Troubleshooting (Conference room/Event support)

Networking (LAN) Verification

  • Gateway status/availability (Server is ONLINE - Alive)
  • Network component availability (Switches, CMTS, APs)

System Administration

  • Verify Software processes are functioning
  • Analyses system error logs and alarms
  • Draft best-practice guidelines for NOC’s approval
  • Analyze and act upon network anomalies.
  • Authentication issues (Radius, Provisioning based on customer system)
  • ISP availability and service verification (packet loss, trace routes)
  • Calling/Troubleshoot with ISP

Element guarantees you and your customers Internet support solutions and advanced customer service support even in escalated situations.

Learn more about Element’s Workforce Automation Solutions.


Billing services, tech support and a customer service call center to drive your business