Leader tier vs technical support representative

Differences between leader tier and technical support representative duties and responsibilities

Leader tier example responsibilities.

• Develop within SharePoint and manage the SharePoint environment.
• Perform ATP's of new Cisco and Siemens' switches at the RDC sites.
• Provision customer profiles on DSL routers and switches.
• Analyze staff SLA performance in adherence with each of the various business group agreements.
• Create internal client reports for trend analysis and ensure all SLA's are met and/or exceed.
• Interface with functional users and other network operations centers (NOC's) in both routine and reactive monitoring situations.
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Technical support representative example responsibilities.

• Serve as a SME and the main point of contact when agents and other leads have questions.
• Answer eligibility and coverage questions from insurance agents pertaining to Medicare advantage plans and prescription drug plans.
• Manage mental health portion of health insurance policies including Medicaid and Medicare and other commercial insurance plans nationwide.
• Generate nationwide reservations provide customer service and negotiating customer dispute (inbound and outbound calls).
• Work with QA to identify problems and resolutions base on customer issues.
• Provide product information to customers inquiring about their iPhone, iPod, and iPad features.
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