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The differences between call center analysts and support specialists 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 specialist. Additionally, a call center analyst has an average salary of $47,153, which is higher than the $40,782 average annual salary of a support specialist.
The top three skills for a call center analyst include powerpoint, SQL and avaya. The most important skills for a support specialist are customer service, patients, and mental health.
| Call Center Analyst | Support Specialist | |
| Yearly salary | $47,153 | $40,782 |
| Hourly rate | $22.67 | $19.61 |
| Growth rate | 10% | 10% |
| Number of jobs | 44,065 | 125,740 |
| Job satisfaction | - | 3 |
| Most common degree | Bachelor's Degree, 56% | Bachelor's Degree, 52% |
| 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.
A support specialist is responsible for assisting technical and administrative support, depending on the business need. Support specialists must have extensive knowledge of the services of the organization they work for to assist customers with their inquiries and resolve complaints efficiently. A support specialist maintains documents of issue resolution, providing recommendations to improve business strategies and procedures. Support specialists must be well-versed on technology systems, perform basic troubleshooting, and secure databases. They should also have impeccable customer service and communication skills to attend with customers' needs and requests.
Call center analysts and support specialists have different pay scales, as shown below.
| Call Center Analyst | Support Specialist | |
| Average salary | $47,153 | $40,782 |
| Salary range | Between $32,000 And $68,000 | Between $25,000 And $64,000 |
| Highest paying City | Quincy, MA | New York, NY |
| Highest paying state | New York | New York |
| Best paying company | Apple | Microsoft |
| Best paying industry | Energy | Technology |
There are a few differences between a call center analyst and a support specialist in terms of educational background:
| Call Center Analyst | Support Specialist | |
| Most common degree | Bachelor's Degree, 56% | Bachelor's Degree, 52% |
| Most common major | Business | Business |
| Most common college | Stanford University | Stanford University |
Here are the differences between call center analysts' and support specialists' demographics:
| Call Center Analyst | Support Specialist | |
| Average age | 42 | 42 |
| Gender ratio | Male, 48.8% Female, 51.2% | Male, 38.4% Female, 61.6% |
| 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, 11.5% Unknown, 5.4% Hispanic or Latino, 15.9% Asian, 10.4% White, 56.4% American Indian and Alaska Native, 0.4% |
| LGBT Percentage | 11% | 11% |