Tier lead technical support vs technical support advisor

Differences between tier lead technical support and technical support advisor duties and responsibilities

Tier lead technical support example responsibilities.

• Manage configurations of SysMaster VoIP servers to establish call-routing between origination & termination points.
• Create knowledge base articles for internal SharePoint database.
• Handle phone calls and ticket submissions within SLA policy.
• Set up and configure POS stations and their peripherals remotely.
• Analyze emails, chats, social media interactions and phone calls for quality and SLA.
• Coordinate and setup video teleconference meetings with Bechtel senior management with remote Bechtel locations and troubleshoot any issues.
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Technical support advisor example responsibilities.

• Answer eligibility and coverage questions from insurance agents pertaining to Medicare advantage plans and prescription drug plans.
• Provide technical and troubleshooting support for both consumers and businesses with PC, printer and internet service issues.
• Help people troubleshoot their iPhone issues, schedule appointments, and call back customers to make sure their phones are fix.
• Assess, analyze and troubleshoot customer issues providing resolution to problems.
• Assist in maintaining of switches, hubs routes, and other network topology.
• Research and implement the content management system SharePoint for internal document sharing and collaboration.
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