What are the responsibilities of a first level support specialist?

When a first-level supporter is contacted, they first collect customer data such as name and contact. They also collect information regarding the customer query or concern and create a ticket/support entry.

This documentation should be as detailed as possible in order to ensure the best possible service to the customer and a smooth transfer of the inquiry to the next support level if needed

First level support may be able to resolve a customer concern or issue on their own. This can be done either through their own knowledge or by consulting external databases. Often the answers are gathered in a FAQ manual.

Larger help desks will have further levels of support to manage more complex questions. As soon as a customer inquiry exceeds the level of knowledge or the technical scope of the current level support, the concern is forwarded to the next level. This means that if the first level support technician is unable to resolve the issue and require more support, they can seek further advice in the second level support.

Furthermore, first-level support is responsible for providing accurate and up to date information regarding company products and services. They also record events and problems and their resolution in logs.

In the case of extended queries, they also follow-up and update customer status and information, and pass on any feedback or suggestions by customers to the appropriate internal team.

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