ARC Tier 1 is required to work in a secure ARC environment. ARC is a type of call center that specializes
in providing technical support or customer service for complex products or services. An ARC typically
employs highly trained and specialized agents who are knowledgeable about the product or service being
supported. They may also use advanced technologies such as artificial intelligence, chatbots, and
automation to assist with customer inquiries and support.
In addition to providing technical support, an ARC may also be responsible for proactive monitoring and
management of the product or service being supported, identifying, and resolving issues before they
become problems for customers. This can help to improve overall customer satisfaction and reduce
downtime for critical systems or services.
Overall, an Advanced Response Center plays a critical role in ensuring that customers receive high-quality
technical support and service for complex products and services.
ARC Tier 1 is responsible for provide first level technical support to customers. ARC Tier 1 will work
closely with ARC Tier 2, Team Leads & Technical Support Engineers to achieve this purpose. ARC Tier
1 is the first line of technical support. This team is responsible for basic customer
issues/enquiries/request/alert. It is the same as 1st Level support which provide basic technical or non-
technical support functions.
ACR Tier 1 functions and responsibilities (not limited)
Respond to the incoming enquiries/incident/request/alerts (Call, Email, Webchat, EUP, IVR
handling, Monitoring consoles)
o 1st level troubleshooting of in supported systems
i.e. Workplace; Server; Network; Microsoft 365; Secure Access Service Edge; Point of Sale
o Security event monitoring
o Server and network availability and performance monitoring
o Password reset and unlock
o Perform log & route [to higher tier or Resolver Team(s)]
Record and manage all transactions/ cases in Service Management System
Broadcast notifications to the relevant parties
Provide timely status update, follow up on cases escalated until closure within the service level
agreement.
Ensure daily tasks are executed according to the Standard Operation Procedure
