Tier 1 IT Support

Tier 1 IT Support is the first level of assistance that our company offers to our valued clients and prospects. It's designed to address basic questions, concerns, and technical issues that users may encounter. Our highly trained support team specializes in resolving common issues efficiently and providing essential information to help you make the most out of our products and services.

Services provided

Our Tier 1 IT Support offers the following services:

  • General Information: We provide information about our products, services, and policies.
  • Troubleshooting: We assist with common technical issues and help troubleshoot problems you might encounter.
  • Account Assistance: We help with account setup, password resets, and other account-related inquiries within the GroWrk platform.
  • Navigation and Usage: We guide you on how to navigate our platform, access features, and perform tasks.
  • Documentation Access: We direct you to relevant documentation, user guides, and resources to aid in self-help.

AI ChatBot — GrowBot

GrowBot is an AI chatbot that uses the GPT-4 model, which is a large scale, multimodal model that can accept a prompt and produce text outputs. Our GrowBot is designed to respond efficiently and accurately to common technical issues, general inquiries regarding our products and services, as well as basic technical questions users may encounter while using their equipment.

Escalating to human support

While our GrowBot is an excellent resource for quick and straightforward inquiries, there may be cases where you require human assistance. If you feel the chatbot is unable to address your concern adequately, it will offer to escalate the conversation to support@growrk.com.

Ways to access Tier 1 Support

  • Platform: Log into your Dashboard and navigate to the Support tab to submit a ticket.
  • Email: Send an email to support@growrk.com.
  • Live Chat: Engage with us through the live chat feature on our website.
  • GrowBot: Available on Employee Dashboard.

Troubleshooting and issue resolution

Our support team will guide your through troubleshooting steps tailored to the issue you're facing. This may involve:

  • Asking specific questions to identify the problem.
  • Providing step-by-step instructions.
  • Sharing relevant resources and articles from our knowledge base.

Escalation process

If your issue requires more in-depth assistance, our Tier 1 IT Support team will escalate it to the corresponding team. You'll be informed throughout the escalation process. For equipment troubleshooting, there may be cases where equipment will need to be sent to our warehouse for further inspection and maintenance. If you have inventory stored in our warehouse, replacement equipment can be sent before collection to prevent employee downtime.

Our Tier 1 IT Support team is committed to ensuring your experience with our products and services is smooth and hassle-free. Whether you're a client, an end-user, or a prospect, we're here to help you make the most of your journey with us.

If you have any further questions or need assistance, don't hesitate to reach out to our Tier 1 Support team through the available channels.