What is the difference between a customer service representative and a technical support representative?

A customer service representative (CSR) and a technical support representative (TSR) are both customer-facing roles, but they have different responsibilities and focus on different types of customer issues.

A customer service representative is responsible for interacting with customers to provide information and assistance with a wide range of issues. This can include things like answering questions about products or services, helping customers place orders, addressing complaints and concerns, and providing general information about a company.

On the other hand, a technical support representative is specifically trained to provide assistance with technical issues and problems related to a company’s products or services. This can include troubleshooting software or hardware problems, providing instructions for using specific products or services, and helping customers diagnose and resolve technical issues. TSRs usually have a deeper knowledge of the technical aspects of the product or service and may be able to help with more complex issues.