1st line support - what does your job entail?

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For those who work in 1st line support, i would be really grateful if you could tell me what kind of work are you doing on a daily basis? and how far do you go in helping the client before you pass it onto 2nd line etc.

And I would apreciate it, if you could pass any tips to somebody like myself who is training for a 70-680, which will be my first ever cert in order to prepare myself before I work in 1st line support. i have tones of experience in customer service.

 

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Some common tasks: here

Edit: And some more