Thankful

Tier 1 Agent

noun

Tier 1 agents are the first point of contact and handle anything that relates to the product, from an overview of how it works, basic setup, and billing issues. Tier 1 issues are meant to be handled quickly, a process helped by assigning more advanced agents the role of triaging and assessing tickets to ensure they're routed to the right person. Thankful is often referred to as a Tier 1 agent.