Software support representative vs technical support representative

Differences between software support representative and technical support representative duties and responsibilities

Software support representative example responsibilities.

• Install and configure multiple UNIX servers and databases using native utilities; configure internal network, configure and manage SSL certificates.
• Operate collaboration, CRM, and forecasting software.
• Experience utilizing customer ticketing system (Salesforce).
• Utilize multiple hardware and software tools to troubleshoot software, printing, accounting and database issues.
• Create PowerPoint presentations for training purposes.
• Collaborate with LAN technicians/network administrators to ensure efficient operation of company's desktop software/network environment.
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Technical support representative example responsibilities.

• Serve as a SME and the main point of contact when agents and other leads have questions.
• Answer eligibility and coverage questions from insurance agents pertaining to Medicare advantage plans and prescription drug plans.
• Manage mental health portion of health insurance policies including Medicaid and Medicare and other commercial insurance plans nationwide.
• Generate nationwide reservations provide customer service and negotiating customer dispute (inbound and outbound calls).
• Work with QA to identify problems and resolutions base on customer issues.
• Provide product information to customers inquiring about their iPhone, iPod, and iPad features.
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