Technical Support Team: Is this the Proper Name for our workgroup?

15 pts.
Tags:
Application maintenance
Customer service
DBA
Operations
QA
I manage a 5 person team that has responsibilities in the following areas:
    • Member Support handles all client contacts concerning errors/how-to/data issues with our applications and website. There are two Level 1 resources, two Level 2, and I am the Level 3 escalation point.
    • We are either Leads, Assistants, or Backups for every Operational function within our organization.
    • The L2s and L3 are members of the Data Team and write scripts to update/transfer data. Responsible for the integrity of all data elements within our databases.
    • Level 2/3s act as Technical Liaison when discussing connectivity issues with members and the clients IT Teams.
    • For Maintenance Release processes our team manages and prioritizes the Maintenance Queue and performs all needful QA Prep documentation.
    • The L2s and L3 are Maintenance resources for the Development Team.
    • All members of the team research bugs at the code and data level. Bugs must be fully replicable before handed off to the Development Team.
    • All members of the team worked with our Dev/QA resources and assist in performing Quality Assurance duties.
    • And of course, Other Duties As Assigned.
We are more than a typical Call Center / Member Support Team. Am wondering if our current name of Technical Support Team is accurate or if there is another phrase that fits better. Would like to find out if you know if other organizations have like scenarios and how they handle the varied responsibilities. Is there a similar model? Ok, enough questions. Thank you in advance for your time and answers.

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  • ToddN2000
    A lot can depend on your company. It sound similar to a help desk position. A company may look at pay ranges based on title and industry averages for your area. A lesser title may mean less salary for you and a savings for them. If they gave the positions a more professional sounding name that may be good for your resume and paycheck but cost the company more when budgets roll around. There could be a few titles that fit your duties.
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  • MLee3D
    Agree that we are a Help Desk first. Having our fingers in so many pies requires us to roll with the ebb and flow of member support activity.
    Really looking to find another group that works in similar fashion (Help Desk, Operations, Development, DBA Assistants, QA, Technical Liaison, etc.) with hopes of learning how we can improve our workflow.
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  • carlosdl
    Quite a few responsibilities you have!

    The team name sounds good to me.
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