Account administrator

Who is Account Administrator?

In customer care, an account administrator is a person who holds the administrator rights to the customer care software usage and has control over the helpdesk. From that standing point, account admin can add more support agents, create and access reports, change the payment plans or cancel the account. While their main goal is to supervise the work of other agents, they can add custom agent roles and control which agent can see which part of the helpdesk software.

Companies don’t want that all of the customer care agents have access to all of the helpdesk features since some of the information over there can be sensitive. Usually, the account administrator is the CEO or anybody who makes all the support decision. They are the ones setting up the business rules, payment methods and have an overview of what analytics to track.