Senior customer support analyst vs customer support analyst

Differences between senior customer support analyst and customer support analyst duties and responsibilities

Senior customer support analyst example responsibilities.

• Manage data mapping from legacy CRM systems, including creating data mapping documentation in preparation for migration to Salesforce.com.
• Assist with training, scheduling, reporting, one-on-one coaching (QA) and mentoring of junior staff.
• Work with managers, MRE and QA on identifying, documenting and communicating resolutions relate to new releases.
• Maintain and troubleshoot software and hardware configuration for dedicate customers.
• Maintain quality data in SharePoint database and CRM SalesLogix system.
• Assist patients by explaining necessary preparations, reviewing charts after discharge and determining eligibility for medication at government's expense.
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Customer support analyst example responsibilities.

• Modify and manage SharePoint portals and document management.
• Construct Sharepoint solutions to manage work requests and track productivity.
• Manage customer expectations through use of negotiation, persuasion, diplomacy and clear communication.
• Document all work and resolve customer inquiries utilizing on-line knowledge base, technical knowledge and on-line CRM system.
• Record AFL substation project win/ loss worldwide using Salesforce software daily.
• Design and generate SalesForce and RightNow reports on incident type and frequency.
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