What skill is essential for a level one technician to have?

a. the ability to translate a description of a customer problem into a few succinct sentences and enter it into the work order
b. the ability to gather relevant information from the customer and pass it to the level two technician so it can be entered into the work order
c. the ability to ask the customer relevant questions, and as soon as this information is included in the work order, escalate it to the level two technician
d. ability to take the work order prepared by the level two technician and try to resolve the problem