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Become A Call Center Analyst

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Working As A Call Center Analyst

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Updating and Using Relevant Knowledge
  • Communicating with Supervisors, Peers, or Subordinates
  • $62,847

    Average Salary

What Does A Call Center Analyst Do

Computer support specialists provide help and advice to people and organizations using computer software or equipment. Some, called computer network support specialists, support information technology (IT) employees within their organization. Others, called computer user support specialists, assist non-IT users who are having computer problems.

Duties

Computer network support specialists typically do the following:

  • Test and evaluate existing network systems
  • Perform regular maintenance to ensure that networks operate correctly
  • Troubleshoot local area networks (LANs), wide area networks (WANs), and Internet systems

Computer network support specialists, also called technical support specialists, usually work in their organization’s IT department. They help IT staff analyze, troubleshoot, and evaluate computer network problems. They play an important role in the routine maintenance of their organization’s networks such as performing file backups on the network. Maintenance can be performed daily, weekly, or monthly and is important to an organization’s disaster recovery efforts. Solving an IT problem promptly is important because organizations depend on their network systems. Network support specialists may assist the organization’s computer users through phone, email, or in-person visits. They often work under network and computer systems administrators, who handle more complex tasks.

Computer user support specialists typically do the following:

  • Pay attention to customers’ descriptions of their computer problems
  • Ask customers questions to properly diagnose the problem
  • Walk customers through the recommended problem-solving steps
  • Set up or repair computer equipment and related devices
  • Train users to work with new computer hardware or software, such as printers, word-processing software, and email
  • Provide other team members and managers in the organization with information about what gives customers the most trouble and about other concerns customers have

Computer user support specialists, also called help-desk technicians, usually provide technical help to non-IT computer users. They respond to phone and email requests for help. They can usually help users remotely, but they also may make site visits so that they can solve a problem in person.

Help-desk technicians may solve a range of problems that vary with the industry and the particular firm. Some technicians work for large software companies or for support service firms and must give instructions to business customers on how to use business-specific programs such as an electronic health records program used in hospitals or physicians’ offices. Sometimes they work with other technicians to resolve problems.

Other help-desk technicians work in call centers, answering simpler questions from non-business customers. They may walk customers through basic steps in re-establishing an Internet connection or troubleshooting household IT products such as a Wi-Fi router.

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How To Become A Call Center Analyst

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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Call Center Analyst Career Paths

Call Center Analyst
Business Analyst Information Technology Project Manager Information Technology Director
Chief Information Officer
11 Yearsyrs
Analyst Systems Analyst Senior Software Engineer
Chief Technology Officer
11 Yearsyrs
Analyst Finance Analyst Account Manager
Client Services Manager
7 Yearsyrs
Project Manager President Data Analyst
Data Manager
6 Yearsyrs
Project Coordinator Account Manager Technical Support Specialist
Help Desk Manager
6 Yearsyrs
Systems Administrator Network Engineer Network Administrator
Information Systems Manager
6 Yearsyrs
Call Center Manager Operations Manager Information Technology Project Manager
Information Technology Director
10 Yearsyrs
Technical Support Specialist Systems Administrator
Information Technology Manager
8 Yearsyrs
Help Desk Analyst Network Technician Information Technology Manager
Information Technology Operations Manager
9 Yearsyrs
Project Manager Technical Project Manager Information Technology Manager
Information Technology Support Manager
8 Yearsyrs
Business Analyst Product Manager Sales Manager
Senior Account Manager
7 Yearsyrs
Help Desk Analyst Systems Administrator Information Technology Manager
Senior Information Technology Manager
10 Yearsyrs
Call Center Manager Project Manager Senior Project Manager
Senior Product Manager
10 Yearsyrs
Systems Administrator Information Technology Manager Information Technology Project Manager
Service Delivery Manager
11 Yearsyrs
Operations Manager Analyst Systems Analyst
Systems Manager
7 Yearsyrs
Workforce Manager Managing Director Business Development Consultant
Technical Account Manager
7 Yearsyrs
Operations Manager General Manager Technician
Technical Manager
7 Yearsyrs
Workforce Manager Call Center Manager Service Delivery Manager
Technical Services Manager
7 Yearsyrs
Technical Support Specialist Network Administrator Information Technology Director
Vice President Of Information Technology
12 Yearsyrs
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Do you work as a Call Center Analyst?

Call Center Analyst Demographics

Gender

Female

51.8%

Male

46.6%

Unknown

1.7%
Ethnicity

White

59.5%

Hispanic or Latino

18.1%

Black or African American

12.1%

Asian

6.8%

Unknown

3.6%
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Foreign Languages Spoken

Spanish

66.7%

Chinese

6.7%

Japanese

6.7%

French

6.7%

Portuguese

3.3%

Romanian

3.3%

Hindi

3.3%

Urdu

3.3%
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Call Center Analyst Education

Schools

University of Phoenix

22.5%

Strayer University

9.0%

Villanova University

5.6%

Nassau Community College

4.5%

Texas A&M University

4.5%

Walden University

4.5%

Montclair State University

4.5%

Community College of Rhode Island

4.5%

Polk State College

3.4%

Southern Connecticut State University

3.4%

Middle Tennessee State University

3.4%

Arizona State University

3.4%

Saint John's University - New York

3.4%

Webster University

3.4%

University of Central Oklahoma

3.4%

Kent State University

3.4%

American InterContinental University

3.4%

Wright State University

3.4%

Southwestern College

3.4%

University of Colorado at Boulder

3.4%
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Majors

Business

34.4%

Computer Information Systems

7.3%

Computer Science

6.8%

Management

4.2%

Psychology

4.2%

Information Technology

4.2%

Accounting

4.2%

Communication

3.9%

Marketing

3.9%

Liberal Arts

3.7%

Finance

3.7%

General Studies

2.8%

Computer Networking

2.5%

Project Management

2.3%

General Education, Specific Areas

2.3%

Education

2.0%

Criminal Justice

2.0%

Political Science

2.0%

Graphic Design

2.0%

Economics

1.7%
Show More
Degrees

Bachelors

45.0%

Other

26.9%

Associate

11.8%

Masters

10.7%

Certificate

3.9%

Doctorate

0.7%

Diploma

0.6%

License

0.4%
Show More

Call Center Analyst Videos

Workforce Management Basics for Call Centers

Value of quality assurance in the call center

Call Center Quality Assurance Certification Training - BenchmarkPortal

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Top Skills for A Call Center Analyst

  1. Customer Service Calls
  2. Ensure Service Levels
  3. Phone Calls
You can check out examples of real life uses of top skills on resumes here:
  • Saved and stored all customer service calls for future reviews and training.
  • Monitor real time data and make time adjustments to ensure service levels are being met across 4 customer service sites.
  • Monitor Member service agents phone calls* Provide feedback on improvement using Quality assurance guidelines* Participate in calibration meetings, internally and externally
  • Utilized call management and workforce planning tools to ensure balance between service, costs and agent morale.
  • Resolved Dell customer computer hardware/software issues to ensure satisfaction.

How Would You Rate Working As a Call Center Analyst?

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Top Call Center Analyst Employers

Jobs From Top Call Center Analyst Employers

Call Center Analyst Videos

Workforce Management Basics for Call Centers

Value of quality assurance in the call center

Call Center Quality Assurance Certification Training - BenchmarkPortal

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