Tier lead technical support vs technical support representative

Differences between tier lead technical support and technical support representative 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 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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