Senior customer support analyst vs customer support technician

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

• Manage and maintain TCP/IP database and inventory control on hospital peripherals (printers and scanners).
• Manage backups, replications and disaster recovery plans of company mission critical servers and database files to ensure redundancy.
• Install new IBM UNIX servers on site.
• Maintain the performance of the SQL server for optical use and scanning.
• Work with Microsoft servers and applications as well as company's proprietary Linux base web-hosting solutions.
• Used SCCM to move user's profiles and get the customer operational as quickly as possible.
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