What are the responsibilities of a first level support specialist?

When contacting a high quality support team, they first collect the information of the affected people such as names and contacts. They also collect information related to the person's question or concern and create a support / enrollment ticket.
This document should be defined in order to ensure the best possible customer service and submission of the application to the next support table, if necessary.
High-level support can help solve a customer’s problem or the problem itself. This can be done by knowing or analyzing external data. The answers are usually collected in the FAQ manual.
The best helpers will have additional steps of support to handle the most difficult questions. Once a person with a higher level of knowledge or professional status asks for the current situation, the concern moves to the next level. This means that if the first support technician cannot solve the problem and needs more support, he or she can ask for more advice on the second support.

In addition, the first level support is responsible for providing accurate and up-to-date information on the company's products and services. In addition, they record events and problems and resolve them in logs.
If you have any deeper questions, they will follow and update customer status and information and pass on the customer feedback or suggestions to the appropriate team.

What are the duties and duties of counselors at the table?

• Receive first requests by phone or email from client
• Call / Process Outputs
• Administer the computer software or software program
• Solution and manage simple software, software or networks
• Provide assistance with company products or services
• Stay up-to-date with information, changes within the company
• Find questions about available resources (Book questions)
• Provides complex problems with secondary support

Also Read: outsourced help desk