Choose technical support when a customer or user reports a product problem that needs ticket intake, approved troubleshooting, observed steps, or escalation evidence. Choose data quality support when a written field rule, missing value, conflicting source, duplicate candidate, or correction request needs a traceable review packet; neither role decides live system changes, access, controlled record changes, customer commitments, or business outcomes.
Both roles organize approved evidence and flag exceptions. They are not interchangeable cleanup roles.
Sort tickets, gather error details, follow approved troubleshooting, draft safe replies, and record reproduction or escalation notes. Technical owners decide diagnosis, priority, configuration, security, data changes, and product statements.
Check written field rules, attach approved sources, flag missing or conflicting values, preserve duplicate candidates, and prepare correction packets. Data owners decide controlled corrections, merges, deletions, imports, exports, definitions, retention, permissions, and production actions.
A customer or user reports a product problem, failed step, setup question, or account issue that needs a ticket trail.
A written field rule, missing value, source conflict, duplicate candidate, correction request, or controlled-record exception needs evidence.
Is the next job explaining a product problem or checking what a record should contain?
Approved help articles, troubleshooting scripts, known-issue notes, safe ticket types, and escalation rules.
Written field rules, approved source types, current values, proposed values, and a named data owner.
Stop if the source cannot support the reply, issue note, proposed value, or next action.
A tagged ticket, missing-detail request, approved reply draft, reproduction note, or escalation packet.
A field-check sheet, correction packet, duplicate comparison, exception queue, or approved report refresh.
The reviewer should be able to inspect the evidence without rebuilding the work.
Diagnosis, configuration, security, account recovery, permissions, billing, refunds, product promises, and destructive actions.
Record changes, merges, deletes, imports, exports, bulk edits, definitions, retention, permissions, automations, and production changes.
A prepared ticket or packet does not transfer authority to change a system, record, account, or customer outcome.
Named, limited help-desk and approved support-tool access for one documented lane.
A named MFA account with only the records, views, and fields needed for one documented queue.
Owners approve permissions, review dates, removal steps, exports, administration, and exceptions.
Route security, billing, account, configuration, data-loss, and unclear troubleshooting questions to the technical owner.
Route source conflicts, controlled-field changes, duplicate decisions, bulk requests, unclear definitions, and access requests to the data owner.
Name the evidence, held action, risk, and owner who decides.
Inspect ticket tags, issue notes, approved replies, observed steps, escalations, and repeated or reopened issues.
Inspect source trails, unknown-value flags, correction packets, duplicate candidates, held actions, and owner-review status.
Repair the SOP or stop rule before adding volume, access, or adjacent work.
Choose technical support to collect the exact error, browser or device details, observed steps, screenshots, and approved troubleshooting path. The technical owner decides root cause, configuration, access, and any customer-facing promise.
Choose data quality support to compare the written field rule with approved sources and prepare a current-versus-proposed-value packet. The data owner decides whether the value changes and whether the record, rule, or source needs further action.
Start with technical support when the customer needs an issue trail and a safe next step. Open a separate data-quality queue only when a written field rule and approved source support record review.
Technical support prepares the issue trail; data quality support prepares the record trail. Both roles can organize approved evidence, flag gaps, draft from approved materials, and route exceptions, but neither role gains authority over system changes, access, controlled records, money, privacy, customer commitments, or business decisions.
No. Technical support prepares issue evidence, approved troubleshooting, ticket notes, and escalation packets. Data quality support prepares written field checks, source trails, correction packets, duplicate candidates, and exception queues.
Possibly, after each lane has separate approved sources, permissions, outputs, owner reviews, and stop rules. Start with the smaller documented lane rather than treating tickets and controlled records as one cleanup task.
No. Technical support can prepare the issue trail, and data quality support can prepare the record trail. Authorized owners decide diagnosis, configuration, security, record changes, merges, imports, exports, permissions, retention, and customer outcomes.
Use a named account with MFA and only the records, views, files, and tools needed for one documented queue. Owners approve permissions, review dates, and removal steps.
Use OutsourcedU to write the role, SOPs, onboarding steps, and weekly review before you hire more people.