Senior customer support analyst vs customer support manager

Differences between senior customer support analyst and customer support manager 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 manager example responsibilities.

• Manage global on-boarding program for new and existing SaaS customers.
• Design, develop and implement internal applications to manage the SaaS and CDN platforms.
• Manage one-on-one relationship with larger customers and sales reps. set up and test EDI transactions for new customers.
• Lead the companywide roll-out of a new ticketing system, Zendesk, from evaluation and purchase through implementation.
• Manage UNIX system support including IBM platform direction, research, sizing, proposals and weekly performance reporting.
• Manage POS and desktop support help desk function for all of Wendy's company-own restaurants and corporate/field office locations.
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