Customer Support Salary in Boston, MA

Technical Customer Support Director - Average Salary $202,049

Technical Customer Support Director directs and oversees all aspects of an organization's technical customer support policies, objectives, and initiatives. Develops service level standards focused on response times, issue resolution, service quality, and customer satisfaction. Being a Technical Customer Support Director establishes policies and procedures that produce high quality customer support and that reflect industry best practices. Ensures that systems are in place and are utilized to capture and report on service metrics, including any customer feedback or trends in product or service issues. Additionally, Technical Customer Support Director manages resource decision-making, planning, and best practices. Aligns technical customer support activities and initiatives to support and enhance the objectives of the organization. Requires a bachelor's degree or equivalent. Typically reports to top management. The Technical Customer Support Director manages a departmental sub-function within a broader departmental function. Creates functional strategies and specific objectives for the sub-function and develops budgets/policies/procedures to support the functional infrastructure. To be a Technical Customer Support Director typically requires 5+ years of managerial experience. Deep knowledge of the managed sub-function and solid knowledge of the overall departmental function.

Technical Customer Support Manager - Average Salary $130,881

Technical Customer Support Manager manages a team or unit of technical customer support staff that respond to requests from customers by phone, e-mail, or chat. Provides mentoring, leadership, and organization to supervisors and teams. Being a Technical Customer Support Manager implements processes that maximize efficiency and meet or exceed service quality and customer satisfaction goals. Monitors and measures service metrics and volume to develop standards, improvements, or changes to workflows and resource allocation. Additionally, Technical Customer Support Manager makes recommendations for changes to products or services based on customer feedback and requests. Coordinates across functions to support future products and releases. Typically requires a bachelor's degree or equivalent. Typically reports to a director. The Technical Customer Support Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. To be a Technical Customer Support Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes.

Technical Customer Support Supervisor - Average Salary $104,253

Technical Customer Support Supervisor supervises a technical support team that respond to requests from customers by phone, e-mail, or chat. Manages the daily workload to ensure required service volume and quality levels are attained. Being a Technical Customer Support Supervisor trains staff in products, features, standard policies, and best practices. Identifies opportunities for operational improvements and implements solutions. Additionally, Technical Customer Support Supervisor monitors queues, response times, and staff performance. Responds to escalated issues to develop and communicate solutions for complex or critical issues. Has a high level and up to date knowledge of products. Typically requires a bachelor's degree or equivalent. Typically reports to a manager or head of a unit/department. The Technical Customer Support Supervisor supervises a group of primarily para-professional level staffs. May also be a level above a supervisor within high volume administrative/ production environments. Makes day-to-day decisions within or for a group/small department. Has some authority for personnel actions. To be a Technical Customer Support Supervisor typically requires 3-5 years experience in the related area as an individual contributor. Thorough knowledge of functional area and department processes.

Customer Service Support - Average Salary $44,386

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Customer Support Analyst - Average Salary $76,878

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