First line support is the initial point of contact that customers or users have with an organization when they need help or assistance with a product or service, typically provided by a customer service representative or technical support team. The role of first-line support is to provide a quick and efficient resolution to the customer’s enquiry or problem or to escalate the issue to a higher level of support, if necessary.
First-line support is also known as Level 1 support and is responsible for troubleshooting and resolving basic technical issues, answering customer questions, and providing information and guidance to customers. First-line technical support outsourcing covers the initial handling and triage of simple to complex queries and escalations. ESG provides ad hoc to 24/7/365, shared or dedicated, 1st line support outsourcing.