TALON Help Center
User Roles & Permissions
Understanding the four-tier support structure and what functions are available to your specific role is essential for effective support operations. This guide explains each tier level, their responsibilities, and access permissions.
Hierarchical Structure
The TALON Support Dashboard uses a four-tier system that ensures appropriate access levels, clear responsibilities, and effective escalation paths. Each tier builds upon the previous one, with higher tiers inheriting all lower-tier capabilities while adding specialized functions.
The Four-Tier Support System
Tier 0: Member Support
Front-line member assistance. Primary Focus: Direct Member Support - Handle daily member inquiries, troubleshoot platform issues, and provide guidance on healthcare shopping.
- View member activity and detailed profiles
- Impersonate members for troubleshooting purposes
- Update member profile information
- Access and share collateral materials
- Perform password resets and enrollment support
- Provide basic platform navigation guidance
- Document support interactions and notes
Tier 1: Operational Support
All Tier 0 functions plus employer group management. Primary Focus: Configuration & Group Management - Manage employer groups, configure platform features, and handle complex member support scenarios.
- Configure employer groups and settings
- Manage rewards programs and incentives
- Create and manage widgets and announcements
- Use QPA calculator for payment amounts
- Assign employer champions
- Grant Tier 0 access to other users
- Handle escalated member support issues
- Configure health cards and member benefits
Tier 2: Software Partner
All Tier 0 & 1 functions plus widget administration. Primary Focus: Platform Administration - Advanced platform configuration, widget management, and user role administration.
- Define set of allowed widgets across platform
- Advanced system configuration options
- Grant Tier 0 and Tier 1 roles to users
- Manage complex employer group hierarchies
- Configure advanced platform features
- Handle partner integration issues
- Oversee platform customization projects
Tier 3: Engineering Support
Full system access with development capabilities. Primary Focus: System Engineering & Development - Full platform access including OAuth2 interactions, system debugging, and development support.
- View OAuth2 interactions and API logs
- Grant all tier roles (0, 1, and 2)
- System debugging and troubleshooting
- Development environment management
- Advanced technical problem resolution
- Platform architecture modifications
- Integration development and testing
Access Permissions Matrix
Quick reference for what each tier can access:
Role-Based Best Practices
Security & Escalation Guidelines
- Respect tier boundaries: Only use functions available to your tier level
- Know when to escalate: Route complex issues to higher-tier support when needed
- Document interactions: Keep detailed notes of all member support activities
- Follow security protocols: Always verify member identity before accessing accounts
Understanding your role helps you:
- Work within your capabilities - Know what tools and functions you can access
- Escalate appropriately - Understand when and whom to escalate issues to
- Maintain security - Respect access boundaries and permission levels
- Collaborate effectively - Work seamlessly with other tier levels