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Customer Service vocabulary · Tickets & Escalation

First-line support

Meaning in customer service, with examples

nounCommon term

In customer service, first-line support means: The first level of a support team, which receives all incoming requests, solves simple problems and escalates the rest.

In Turkish: birinci seviye destek, ön hat desteği, 1. seviye destek

How it is used

Also called first-level, level 1 or tier 1 support. Second-line support takes the harder technical cases, and third-line support is usually specialists or developers. First-line agents rely on scripts and the knowledge base.

Example sentences

  1. First-line support resolves about 70 percent of tickets without escalation.

  2. I started in first-line support and moved to the second-line team after a year.

Common collocations

  • first-line support team
  • second-line support
  • work in first-line support
  • tier 1 support
  • escalateTo pass a problem or complaint to a more senior person or a more specialised team because the first person cannot solve it.
  • technical supportHelp given to customers who have problems using a product, especially devices, software or internet services.
  • help deskA team or service, often inside a company or for software products, that answers users' questions and solves their technical problems.
  • knowledge baseA collection of articles, guides and answers that agents or customers can search to find solutions to common problems.

More terms: Tickets & Escalation

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