Senior customer support analyst vs support analyst

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

• Manage support activities in the CRM.
• Assist customers with configuring routers, high speed DSL modems, and cable broadband modems to achieve VoIP registrations and connectivity.
• Manage customer expectations through use of negotiation, persuasion, diplomacy and clear communication.
• Develop client case reports and dashboards within Salesforce CRM.
• Create web pages (HTML and PDF) for intranet.
• Perform hardware installations for LAN connection.
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