Senior product support specialist vs senior support technician

Differences between senior product support specialist and senior support technician duties and responsibilities

Senior product support specialist example responsibilities.

• Use of Salesforce to both manage user account access and create/remedy trouble tickets generate from both customer and internal inquiries.
• Design embedded wireless control board using Zigbee modules for commercial HVAC systems.
• Interact with service providers and product vendors to troubleshoot, identify and resolve core issues.
• Review all incoming cases, enter cases into ticketing system (CRM) and assign cases to specialist.
• Plan, design solutions, and troubleshoot hardware, software, peripheral and network problems for the products.
• Perform standard safety database maintenance administration activities and ensure proper documentation of these activities for maintenance of a validate computer system.
Show more

Senior support technician example responsibilities.

• Manage the virtual platforms utilize in the office using VMWare.
• Serve as a SME and the main point of contact when agents and other leads have questions.
• Organize and maintain Linux labs.
• Help resolve terminal server and citrix environment issues.
• Research Linux server logs to find errors within applications.
• Train customers in hardware and software on both the pc and mac.
Show more