Senior customer support analyst vs technical support manager

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

• Manage Compellent SAN and VMware environment.
• Advertise and manage packages and collections in SCCM environment.
• Manage fast-pace service desk according to ITIL best practices and standard operating procedures.
• Authore and manage training guide updates for department best practices store on the department's SharePoint portal.
• Manage development of next generation product with extensive geometry details and testing, in collaboration with an OEM.
• Administer LINUX operating systems servers creating regions, users, installing products and applications to manage the servers and user needs.
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