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The differences between call center analysts and technical support technicians 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 technician. Additionally, a call center analyst has an average salary of $47,153, which is higher than the $40,210 average annual salary of a technical support technician.
The top three skills for a call center analyst include powerpoint, SQL and avaya. The most important skills for a technical support technician are customer service, technical support, and patients.
| Call Center Analyst | Technical Support Technician | |
| Yearly salary | $47,153 | $40,210 |
| Hourly rate | $22.67 | $19.33 |
| Growth rate | 10% | 10% |
| Number of jobs | 44,065 | 165,677 |
| 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 technicians are skilled professionals who resolve computer or information technology-related concerns. They may do installations, repairs, or maintenance activities of various applications or computer hardware. They are sometimes assigned specific issues or concerns to resolve so that they will not be bombarded with various issues. This means that they can now specialize in a specific family of concerns. Technical support technicians may provide on-site support, going directly to the person who needs help and doing what needs to be done or troubleshoot the problem in person. They may also be offsite and would usually be manning helpdesk hotlines. Offsite technical support technicians walk the caller through the steps they should do to fix the issues. As such, when a technical support technician is offsite, they are expected to be good communicators and will be able to provide clear instructions.
Call center analysts and technical support technicians have different pay scales, as shown below.
| Call Center Analyst | Technical Support Technician | |
| Average salary | $47,153 | $40,210 |
| Salary range | Between $32,000 And $68,000 | Between $24,000 And $64,000 |
| Highest paying City | Quincy, MA | Philadelphia, PA |
| Highest paying state | New York | Pennsylvania |
| Best paying company | Apple | Ropes & Gray |
| Best paying industry | Energy | Finance |
There are a few differences between a call center analyst and a technical support technician in terms of educational background:
| Call Center Analyst | Technical Support Technician | |
| 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 technicians' demographics:
| Call Center Analyst | Technical Support Technician | |
| Average age | 42 | 42 |
| Gender ratio | Male, 48.8% Female, 51.2% | Male, 66.7% Female, 33.3% |
| 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, 10.6% Unknown, 5.4% Hispanic or Latino, 16.9% Asian, 10.6% White, 56.1% American Indian and Alaska Native, 0.4% |
| LGBT Percentage | 11% | 11% |