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Next cohort starts 25 September 2026Enrolment closes 1 October 2026Limited seats

KLYMB.AI
Enrolling now30 days · 4 assessments · mock interviews

L1/L2 Support→ Conversational AI Operations Specialist

Troubleshooting, ticket handling, incident response, escalation and customer communication.

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What's changing in this role

Tier-one tickets are increasingly answered by AI assistants. The people who run those assistants — their knowledge, escalation rules and failure cases — come from support.

What you carry over

  • + How customers really describe problems
  • + Product knowledge that isn't documented
  • + De-escalation instinct

Who it is for

Built for people like you.

  • Customer support and helpdesk executives
  • Graduates targeting IT support roles
  • Support staff moving from L1 to L2

Skills covered

What you will practise.

  • Troubleshooting
  • Ticket handling
  • Incident response
  • Escalation
  • Customer communication
  • Knowledge base writing
  • AI assistant operations

30-day overview

Every day, planned.

Four weekly phases of daily problems, an assessment after each week, and mock interviews on Days 29–30. Open a week to see what is covered.

Week 1Days 1–7FoundationsThe automated queueHow ticket deflection works and which tiers still need people.
  1. Day 1Anatomy of a good ticket — Rewrite five poor tickets with correct priority and category.
  2. Day 2Structured troubleshooting — Diagnose a 'can't log in' issue step by step.
  3. Day 3Customer communication — Reply to an angry customer without escalating the situation.
  4. Day 4SLAs and priority — Assign priority to 20 tickets against an SLA matrix.
  5. Day 5Logs for support — Read application logs to find the error behind a complaint.
  6. Day 6What can a bot close? — Classify a queue by what an AI assistant can resolve.
  7. Day 7Weekly assessment: Queue classificationClassify a month of tickets by what a bot can close, and justify the exceptions.Practical task + short written reasoning, scored against a rubric
Week 2Days 8–14Practical executionKnowledge engineeringTurning undocumented support knowledge into content an assistant can answer from.
  1. Day 8Writing a knowledge article — Turn a solved ticket thread into a clear help article.
  2. Day 9L2 investigation — Reproduce a reported issue and collect evidence for engineering.
  3. Day 10Escalation notes — Write an escalation engineers can act on immediately.
  4. Day 11Knowledge gaps — Find the top questions your knowledge base cannot answer.
  5. Day 12Macros vs. real answers — Decide when a template helps and when it harms.
  6. Day 13Retrieval-ready content — Restructure articles so an AI assistant answers accurately.
  7. Day 14Weekly assessment: Knowledge domainTurn one support domain into usable retrieval content.Practical task + short written reasoning, scored against a rubric
Week 3Days 15–21Real-world problem solvingIncidents, flows and escalationIncidents under pressure, plus intents, handover rules and refusal behaviour for assistants.
  1. Day 15Major incident simulation — Handle a live outage: triage, updates and escalation.
  2. Day 16Status page updates — Write customer updates at 15, 60 and 120 minutes into an incident.
  3. Day 17Root cause summary — Write a post-incident summary for customers and leadership.
  4. Day 18Designing handover to a human — Define when an assistant must hand over.
  5. Day 19Refusals and safety — Write rules for what an assistant must never answer.
  6. Day 20Difficult escalations — Handle a VIP complaint that crosses three teams.
  7. Day 21Weekly assessment: Flow designDesign intents, handover and refusals for one product area.Practical task + short written reasoning, scored against a rubric
Week 4Days 22–28Portfolio and interview readinessQuality, evals and portfolioMeasuring containment, accuracy and harm; reviewing transcripts.
  1. Day 22Support metrics — Interpret FCR, CSAT, AHT and containment for a support team.
  2. Day 23Transcript review — Review 20 bot conversations and flag failures.
  3. Day 24Improvement plan — Propose three changes that reduce repeat tickets.
  4. Day 25Portfolio: support playbook — Package your articles, flows and escalation rules.
  5. Day 26Portfolio: walkthrough — Present your playbook in 5 minutes.
  6. Day 27Interview drill: troubleshooting — Talk through a live troubleshooting scenario.
  7. Day 28Weekly assessment: Assistant reviewPresent a working assistant design with its evaluation results.Practical task + short written reasoning, scored against a rubric
Days 29–30Mock interviews for L1/L2 SupportTechnical, scenario and behavioural rounds with written feedback. Topics: Troubleshooting methodology, Ticket prioritisation and SLAs, Incident management, Customer communication, ITIL basics, AI in support.

Weekly assessment previews

Four checkpoints. Real feedback.

  1. After Day 7Queue classificationClassify a month of tickets by what a bot can close, and justify the exceptions.
  2. After Day 14Knowledge domainTurn one support domain into usable retrieval content.
  3. After Day 21Flow designDesign intents, handover and refusals for one product area.
  4. After Day 28Assistant reviewPresent a working assistant design with its evaluation results.

Expected outcomes

What you will be able to do.

  • Troubleshoot methodically and document findings
  • Handle tickets and escalations within SLA
  • Communicate clearly during incidents
  • Write knowledge content AI can use
  • Evaluate AI assistant quality

Role-specific projects

Evidence you can show.

  • Support playbook: knowledge articles, escalation matrix and incident templates
  • AI assistant flow design with evaluation of real transcripts

Interview preparation & mock interviews

Practise the questions L1/L2 Support interviews actually ask.

Preparation runs through Week 4. Mock interviews happen on Days 29 and 30, with written feedback.

  • Troubleshooting methodology
  • Ticket prioritisation and SLAs
  • Incident management
  • Customer communication
  • ITIL basics
  • AI in support
  • Technical

    A user says 'the internet is not working'. Walk me through your steps.

  • Technical

    What is the difference between an incident and a problem?

  • Scenario

    Three P1 tickets arrive at once. How do you prioritise?

  • Scenario

    An AI assistant gave a customer wrong refund information. What do you do?

30-Day Job Readiness Program · L1/L2 Support

₹14,999

Cohort starts 25 September 2026. Cohort size is limited because every weekly assessment and mock interview gets individual feedback.

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