Senior production support analyst vs customer support analyst

Differences between senior production support analyst and customer support analyst duties and responsibilities

Senior production support analyst example responsibilities.

• Manage data mapping from legacy CRM systems, including creating data mapping documentation in preparation for migration to Salesforce.com.
• Provide first level local and remote support, train operations departments on PC functions and basic UNIX commands.
• Ensure that all company policies, procedures, and guidelines are followed and contractual SLAs are maintained during transition.
• Triag and resolve Linux base virtualized server environment.
• Develop database objects and store procedures for data storage, retrieval and reporting according to requirement specifications.
• Design and administer department Microsoft SharePoint site as known error database, internal customer news service and documentation repository.
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Customer support analyst example responsibilities.

• Modify and manage SharePoint portals and document management.
• Construct Sharepoint solutions to manage work requests and track productivity.
• Manage customer expectations through use of negotiation, persuasion, diplomacy and clear communication.
• Document all work and resolve customer inquiries utilizing on-line knowledge base, technical knowledge and on-line CRM system.
• Record AFL substation project win/ loss worldwide using Salesforce software daily.
• Design and generate SalesForce and RightNow reports on incident type and frequency.
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