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.