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The differences between call center analysts and support analysts can be seen in a few details. Each job has different responsibilities and duties. It typically takes 1-2 years to become both a call center analyst and a support analyst. Additionally, a support analyst has an average salary of $75,989, which is higher than the $47,153 average annual salary of a call center analyst.
The top three skills for a call center analyst include powerpoint, SQL and avaya. The most important skills for a support analyst are customer service, troubleshoot, and technical support.
| Call Center Analyst | Support Analyst | |
| Yearly salary | $47,153 | $75,989 |
| Hourly rate | $22.67 | $36.53 |
| Growth rate | 10% | 10% |
| Number of jobs | 44,065 | 107,039 |
| Job satisfaction | - | - |
| Most common degree | Bachelor's Degree, 56% | Bachelor's Degree, 62% |
| Average age | 42 | 42 |
| Years of experience | 2 | 2 |
Call center analysts monitor and provide actionable insight and assess customer experience during their interaction with the call center associates. The analysts collect information to help improve call center agents. They use an evaluation form to capture any important information. It is their responsibility to have a successful service delivery from entity to entity. They make certain that their enterprise contains consistent service output and establish monthly reports of the success of the company.
The role of support analysts is to resolve problems with hardware, computer programs, and peripherals. They may focus on a particular aspect of the information technology (IT) department or give technical support to end-users. They mainly detect issues with IT equipment and software and devise solutions to resolve these issues. Also, they are responsible for answering queries from users, preparing service records, and handling escalations. Support analysts also support the company's IT operations and best practices by creating and distributing relevant IT documents.
Call center analysts and support analysts have different pay scales, as shown below.
| Call Center Analyst | Support Analyst | |
| Average salary | $47,153 | $75,989 |
| Salary range | Between $32,000 And $68,000 | Between $50,000 And $114,000 |
| Highest paying City | Quincy, MA | Jersey City, NJ |
| Highest paying state | New York | New Jersey |
| Best paying company | Apple | The Citadel |
| Best paying industry | Energy | Finance |
There are a few differences between a call center analyst and a support analyst in terms of educational background:
| Call Center Analyst | Support Analyst | |
| Most common degree | Bachelor's Degree, 56% | Bachelor's Degree, 62% |
| Most common major | Business | Business |
| Most common college | Stanford University | Stanford University |
Here are the differences between call center analysts' and support analysts' demographics:
| Call Center Analyst | Support Analyst | |
| Average age | 42 | 42 |
| Gender ratio | Male, 48.8% Female, 51.2% | Male, 63.1% Female, 36.9% |
| Race ratio | Black or African American, 11.9% Unknown, 5.4% Hispanic or Latino, 15.9% Asian, 10.5% White, 55.8% American Indian and Alaska Native, 0.4% | Black or African American, 12.2% Unknown, 5.3% Hispanic or Latino, 14.9% Asian, 12.9% White, 54.3% American Indian and Alaska Native, 0.4% |
| LGBT Percentage | 11% | 11% |