Tier vs technical support representative

Differences between tier and technical support representative duties and responsibilities

Tier example responsibilities.

• Manage incoming call queue handling basic NOC tasks and more advance VOIP such as provisioning sites and performing disconnects.
• Manage paperwork associate with HVAC procedures.
• Support a wide range proprietary Unix and SQL base applications.
• Require to maintain basic knowledge of Linux commands to properly access certain network equipment.
• Maintain, install and operate network communication devices such as routers and switches with provide configurations.
• Have knowledge of SQL query skills and awareness of corporate data security policies relate to privacy and personal identifying information.
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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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