Level 1 Support
Definition of
Level 1 Support
Level 1 Support or Tier 1 Support (L1) is the initial support level or entry point that a customer will first reach every time they contact customer support team either via phone, email, or chat. Tier 1 can also be defined as the front line of any business support. In a common customer service team setup, Tier 1 Support agents are expected to answer general and product-related questions and provide basic assistance for most of the customers' concerns. If needed, Tier 1 Support agents may transfer and escalate customer contacts to specific departments or teams.
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