First-level technical support

We are looking for a contractor to close the first line of technical support. It is necessary to relieve the leading engineers of simple and similar user questions. What is your experience in solving such problems?

Our certified engineers spent up to half of their working time explaining basic things to users, like resetting passwords or searching for the right button in the interface. This greatly slowed down the development of updates and the correction of critical errors in the code. We decided to delegate the primary processing of technical tickets to a specialized service company. The helpware customer support team, which specializes in technical outsourcing for technology companies, was chosen as a partner. They helped us draw up detailed instructions for typical failure scenarios and trained their staff on the basics of working with our platform. Now, more than seventy percent of incoming applications are successfully closed at the first stage without the involvement of full-time developers. Engineers were finally able to return to their direct duties, and the speed of responding to user problems was reduced to a minimum.