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Become An Advanced Technical Support

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Working As An Advanced Technical Support

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Updating and Using Relevant Knowledge
  • Communicating with Supervisors, Peers, or Subordinates
  • $48,620

    Average Salary

Example Of What An Advanced Technical Support does

  • Provided customer support for Windows 7 64 bit environments.
  • Earned the top sales person position within the Comcast Call Center.
  • Assisted customer on each call regarding their issues with cable, internet, and phone.
  • Supported also Blackberry and Android Devices.
  • Answered and returned phone calls.
  • Assisted user with Smart phones, WebOS & Symbian devices.
  • Support of PC software applications and PC hardware.
  • Mentor Tier 2 employees to ensure quality of Trouble shooting.
  • Supported UMA/WIFI Calling and VOIP with the T-Mobile @Home service.
  • Assist with troubleshooting phones, general inquiries, and billing issues.
  • Provide 24/7 on site and/or remote support for mission critical systems.
  • Maintained, installed and repaired IT issues: Troubleshot internet connectivity problems and VOIP architecture.
  • Answered inbound calls in support of customer needs.
  • Enhanced Performance on Microsoft Windows Server.
  • Process payments, order pay-per-views, create return authorizations for equipment, and setup technician service calls.
  • Last line of defense for technical support.
  • Activate, troubleshoot and resolve network service issues for cellular phones, mobile hot-spots and tablets.
  • Utilized the Remedy Tracking System to escalate network issues after completing full analysis.
  • Analyzed and resolved customer issues.
  • Update, resolve and escalate customer reported tickets.

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How To Become An Advanced Technical Support

Because of the wide range of skills used in different computer support jobs, there are many paths into the occupation. A bachelor’s degree is required for some computer support specialist positions, but an associate’s degree or postsecondary classes may be enough for others.

Education

Education requirements for computer support specialists vary. Computer user support specialist jobs require some computer knowledge, but not necessarily a postsecondary degree. Applicants who have taken some computer-related classes are often qualified. For computer network support specialists, many employers accept applicants with an associate’s degree, although some prefer applicants to have a bachelor’s degree.

Large software companies that provide support to business users who buy their products or services often require a bachelor’s degree. Positions that are more technical are likely to require a degree in a field such as computer science, engineering, or information science, but for others, the applicant’s field of study is less important.

To keep up with changes in technology, many computer support specialists continue their education throughout their careers.

Certification

Certification programs are generally offered by vendors or from vendor-neutral certification providers. Certification validates the knowledge of and best practices required by computer support specialists. Companies may require their computer support specialists to hold certifications in the products the companies use.

Advancement

Many computer support specialists advance to other information technology positions, such as network and computer systems administrators and software developers. Some become managers in the computer support services department. Some organizations provide paths for support specialists to move into other parts of the organization, such as sales. For more information, see the profiles on network and computer systems administrators and software developers.

Important Qualities

Customer-service skills. Computer support specialists must be patient and sympathetic. They must often help people who are frustrated with the software or hardware they are trying to use.

Listening skills. Support workers must be able to understand the problems that their customers are describing and know when to ask questions to clarify the situation.

Problem-solving skills. Support workers must identify both simple and complex computer problems, analyze them, and solve them.

Speaking skills. Support workers must describe the solutions to computer problems in a way that a nontechnical person can understand.

Writing skills. Strong writing skills are useful for preparing instructions and email responses for employees and customers, as well as real-time web chat interactions.

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Advanced Technical Support jobs

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Real Advanced Technical Support Salaries

Job Title Company Location Start Date Salary
Professional-Advanced Technical Support at&T Mobility Services LLC Port Huron, MI Apr 20, 2015 $125,241
Principal-Advanced Technical Support at&T Services, Inc. Middletown, NJ Nov 15, 2014 $121,648
Senior-Advanced Technical Support at&T Services, Inc. Middletown, NJ Nov 15, 2013 $118,648
Principal-Advanced Technical Support at&T Mobility Services LLC Fort Gratiot, MI Nov 11, 2013 $115,005
Principal-Advanced Technical Support at&T Mobility Services LLC Fort Gratiot, MI Nov 22, 2013 $115,005
Senior-Advanced Technical Support at&T, Inc., and All of Its Subsidiaries and Affiliates Middletown, NJ May 20, 2015 $111,840
Senior-Advanced Technical Support at&T Services, Inc. Middletown, NJ Dec 16, 2011 $111,840
Principal-Advanced Technical Support at&T Mobility Services LLC Port Huron, MI Sep 10, 2012 $111,115
Recording Expert, Advanced Support Nice Systems, Inc. Denver, CO Sep 08, 2016 $98,500
Senior-Advanced Technical Support at&T Mobility Services LLC Port Huron, MI Sep 12, 2011 $96,975
Professional-Advanced Technical Support at&T Operations Inc. Austin, TX Nov 29, 2010 $87,971
Design Engineer-Advanced Technical Support Transnav Technologies, Inc. New Baltimore, MI Oct 01, 2012 $85,000
Manager of Advanced Technical Support Wolfram Research, Inc. Champaign, IL Mar 17, 2016 $82,000

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Top Skills for An Advanced Technical Support

CustomerServiceSkillsDeviceIssuesTroubleShootingTechnicalIssuesInternetTechnicalSupportT-MobileCellPhonesWindowsRemoteSupportPhoneCallsCustomerIssuesInboundCallsCustomerSatisfactionAndroidSetupCustomerSupportSoftwareApplicationsVoipBillingIssues

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Top Advanced Technical Support Skills

  1. Customer Service Skills
  2. Device Issues
  3. Trouble Shooting
You can check out examples of real life uses of top skills on resumes here:
  • Received a Letter of Commendation from the Vice President of Customer Care for customer service skills.
  • Advanced technical support specialist Assisting customers with there device issues, network and coverage issues.
  • Exchange out faulty equipment, walk through trouble shooting steps, aid in receiver, remote, dish and line setup.
  • Resolved customer service and advanced technical issues for customers.
  • Monitor and coach agents for quality assurance in billing, telephone, Internet and TV issues.

Top Advanced Technical Support Employers

Advanced Technical Support Videos

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