1st Level Support

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The 1st Level Support is the initial support level responsible for basic customer issues, sometimes called also Tier I, or Level 1, abbreviated as T1 or L1. It is synonymous with first-line support, level 1 support, front-end support, support line 1, and various other headings denoting basic level technical support functions.[citation needed]The first job of a 1st Level Support specialist is to gather the customer’s information and to determine the customer’s issue by analyzing the symptoms and figuring out the underlying problem.

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http://en.wikipedia.org/wiki/Technical_support#Tier_1
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