Last update:
Support operations Tier 2
Aug 21, 2026
Support operations Tier 2 agents also known as call center agents,handle escalated support cases and perform advanced administrative actions to resolve complex issues efficiently. They can perform the following actions:
User lifecycle management
- Access and manage user profiles with extended visibility.
- Onboard users through invitations and bulk imports.
- Delete user profiles permanently when access is no longer required.
- Deactivate or unlock user temporarily based on support requests.
Authentication & recovery
- Verify user identity using registered phone numbers.
- Update and confirm phone numbers and email address for account recovery.
- Initiate password reset workflows to help users regain access.
- Manage login methods, including passkeys and authenticators.
- Set language preferences to support localized communication.
Access control
- Assign and revoke roles to manage user privileges.
- Add or remove users from groups to manage membership and access controls.
Audit & troubleshooting
- Review user activity logs to identify anomalies and resolve advanced issues.
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Support operations Tier 1
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