What does a Technical Support Representative do?
A Technical Support Specialist is hired by a company to oversee and maintain their computer hardware and software systems. Their skills are an asset to the company, as they aid in resolving technical issues concerning customer's accounts or company software infrastructure. A Technical Support Specialist will also support computer software integration by diagnosing and troubleshooting common problems. Employees holding this job title generally begin in IT or IT Assistant roles.
A high school diploma is required with bachelor's degree in Computer Science or closely related degree being strongly preferred. Many companies also require certification in industry-specific networks or operating systems. Individuals with a strong customer service background and a positive outlook on problem-solving tend to excel in the position of a Technical Support Specialist.
- Install and configure computer systems and applications within the company
- Respond to customer inquiries and assist in troubleshooting and resolving challenges
- Actively update, maintain and monitor all aspects of computer networks
- Resolve technical issues related to network interruptions
- Attend in-person meetings with clients to analyze, troubleshoot and diagnose hardware problems
- Maintain a working log detailed all required system updates, as well as the date of completion
- Organize and file documentation pertaining to warranties and instructional guides for computer hardware
- Assist management in creating training materials pertaining to computer troubleshooting and usage
- A bachelor's degree in computer science or related technology field is preferred
- Industry-specific certification in relevant computer languages or software may be required
- 1-3 years of relevant experience in a customer focused position involving technical knowledge of a companies' products and services
- Time-management skills and the ability to establish reasonable and attainable deadlines for resolution
- Comfortable working in and assisting others through company help desk software, such as Zendesk in addition to other remote access desktop programs
- Accept constructive criticism and customer feedback regarding their experience with software or IT services
- Extensive experience working with different operating systems including Windows and Mac OS
- Professional written and interpersonal skills are essential when communicating with customers and clients
- Ability to prioritize and manage several milestones and projects efficiently
How much does a Technical Support Representative make?
Technical Support Representative Career Path
Learn how to become a Technical Support Representative, what skills and education you need to succeed, and what level of pay to expect at each step on your career path.
Average Years of Experience
Technical Support Representative Insights
“The location of the job was good and my colleagues were great to work with.”
“I was a mechanical engineering intern and learned a TON and pay was great!!”
“Not much career development you have to be your own boss and carve the path for your next steps”
“Adaptation to digital tools and new procedures is very slow and there is no career path.”
“Leadership of Jeevan and Prashanth is great and also Rahul Savant is the best manager ever.”
“You get to know a lot about Vietnamese culture and its people which frankly are amazing.”
“Flexible timings (this may be a con for someone who prefers fix time division b/w work and life.”
“Collabera offered me a great opportunity to start my career and i consider myself fortunate.”
Technical Support Representative Interviews
Frequently asked questions about the role and responsibilities of technical support specialists
The typical day of a technical support specialist involves assisting customers with software or hardware issues. This may include walking customers through installation procedures, troubleshooting problems, or resolving issues by taking remote control of the individual's computer. Technical support specialists may also provide product recommendations.
One advantage of becoming a technical support specialist is that you can find a lot of variety in your career options. Some may work in-house with a particular company while others travel to customers' homes to assist with their issues. Technical support specialists may also work remotely from home, which can provide great work-life balance.
The average salary of technical support specialists is $63,357 a year. Senior support specialists and lead support specialists enjoy higher salaries. Experience as a technical support specialist and specialized certifications or advanced education can help increase your earnings potential in this career.
There are some challenging aspects about being a technical support specialist. One difficult part is encountering difficult clients or problems that strain your customer service skills. Working as a technical support specialist, you must also stay up to date with the latest developments in programs, hardware, and technology.