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The differences between call center analysts and technical support representatives 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 technical support representative. Additionally, a call center analyst has an average salary of $47,153, which is higher than the $34,758 average annual salary of a technical support representative.
The top three skills for a call center analyst include powerpoint, SQL and avaya. The most important skills for a technical support representative are customer calls, smartphones, and technical support calls.
| Call Center Analyst | Technical Support Representative | |
| Yearly salary | $47,153 | $34,758 |
| Hourly rate | $22.67 | $16.71 |
| Growth rate | 10% | 10% |
| Number of jobs | 44,065 | 212,082 |
| Job satisfaction | - | - |
| Most common degree | Bachelor's Degree, 56% | Bachelor's Degree, 40% |
| 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.
Technical Support Representatives specialize in customer support through calls or correspondence. Among the primary responsibilities of a Technical Support Representative involves receiving and making calls, address and troubleshoot issues raised by the client, assist when navigating through complicated applications, provide suggestions or recommendations, or elevate the problem to personnel with higher expertise when necessary. Furthermore, a Technical Support Representative must coordinate with supervisors at all times, remain patient and proactive, and as well as maintain and organize records of each handled calls.
Call center analysts and technical support representatives have different pay scales, as shown below.
| Call Center Analyst | Technical Support Representative | |
| Average salary | $47,153 | $34,758 |
| Salary range | Between $32,000 And $68,000 | Between $27,000 And $44,000 |
| Highest paying City | Quincy, MA | Boston, MA |
| Highest paying state | New York | Maryland |
| Best paying company | Apple | HP |
| Best paying industry | Energy | Technology |
There are a few differences between a call center analyst and a technical support representative in terms of educational background:
| Call Center Analyst | Technical Support Representative | |
| Most common degree | Bachelor's Degree, 56% | Bachelor's Degree, 40% |
| Most common major | Business | Business |
| Most common college | Stanford University | Stanford University |
Here are the differences between call center analysts' and technical support representatives' demographics:
| Call Center Analyst | Technical Support Representative | |
| Average age | 42 | 42 |
| Gender ratio | Male, 48.8% Female, 51.2% | Male, 61.5% Female, 38.5% |
| 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, 11.4% Unknown, 5.3% Hispanic or Latino, 15.8% Asian, 10.6% White, 56.5% American Indian and Alaska Native, 0.4% |
| LGBT Percentage | 11% | 11% |