A method comprising: receiving device status data from a mobile device at a mobile device support apparatus prior to a support session being initiated; determining , by the mobile device support apparatus, one or more potential faults related to the mobile device based on the device status data; determining , by the mobile device support apparatus, whether to escalate to a support session facilitated by a customer service representative, wherein the determination whether to escalate to a support session facilitated by a customer service representative is based on the one or more potential faults related to the mobile device, the device status data, and a sophistication level representing a level of technical knowledge of a user of the mobile device; initiating , by the mobile device support apparatus, in a circumstance where the determination is made to escalate, the support session with the mobile device; selecting, by the mobile device support apparatus, a particular customer service representative to assign to the support session based on information regarding a plurality of customer support representatives, the one or more potential faults related to the mobile device, and the device status data, wherein the information regarding the plurality of customer service representatives comprises respective indications of the customer service representatives' experience with resolving the one or more potential faults; assigning , by the mobile device support apparatus, the particular customer service representative to the support session; and providing , by the mobile device support apparatus, a record of the received device status data and an identification of the one or more potential faults to the assigned customer service representative. receiving device status data from a mobile device at a mobile device support apparatus prior to a support session being initiated; determining , by the mobile device support apparatus, one or more potential faults related to the mobile device based on the device status data; determining , by the mobile device support apparatus, whether to escalate to a support session facilitated by a customer service representative, wherein the determination whether to escalate to a support session facilitated by a customer service representative is based on the one or more potential faults related to the mobile device, the device status data, and a sophistication level representing a level of technical knowledge of a user of the mobile device; initiating , by the mobile device support apparatus, in a circumstance where the determination is made to escalate, the support session with the mobile device; selecting, by the mobile device support apparatus, a particular customer service representative to assign to the support session based on information regarding a plurality of customer support representatives, the one or more potential faults related to the mobile device, and the device status data, wherein the information regarding the plurality of customer service representatives comprises respective indications of the customer service representatives' experience with resolving the one or more potential faults; assigning , by the mobile device support apparatus, the particular customer service representative to the support session; and providing , by the mobile device support apparatus, a record of the received device status data and an identification of the one or more potential faults to the assigned customer service representative. <EOS>