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Become A Call Center Technician

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Working As A Call Center Technician

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Updating and Using Relevant Knowledge
  • Communicating with Supervisors, Peers, or Subordinates
  • $58,920

    Average Salary

What Does A Call Center Technician 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 Technician

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 Technician jobs

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Call Center Technician Career Paths

Call Center Technician
Computer Technician Technician Specialist
Account Manager
5 Yearsyrs
Call Center Representative Call Center Supervisor
Call Center Manager
6 Yearsyrs
Call Center Representative Specialist Program Manager
Chief Information Officer
11 Yearsyrs
Service Technician Engineer Senior Software Engineer
Chief Technology Officer
11 Yearsyrs
Technical Support Specialist Network Administrator Information Technology Manager
Director Of Information
10 Yearsyrs
Call Center Supervisor Business Analyst Information Technology Manager
Director Of Information Technology Services
12 Yearsyrs
Network Administrator Technical Services Manager
Director Of Technology And Services
11 Yearsyrs
Information Systems Technician Information Technology Manager Director Of Information
Director, Technical Operations
11 Yearsyrs
Systems Administrator Network Engineer Network Administrator
Information Systems Manager
6 Yearsyrs
Technical Support Technician Technical Support Specialist Information Technology Manager
Information Technology Director
10 Yearsyrs
Information Systems Technician Network Administrator Information Technology Manager
Information Technology Infrastructure Manager
11 Yearsyrs
Technical Support Specialist Systems Administrator
Information Technology Manager
8 Yearsyrs
Network Administrator Systems Engineer Information Technology Manager
Infrastructure Manager
10 Yearsyrs
Computer Technician Technical Support Specialist Business Analyst
Product Manager
7 Yearsyrs
Office Manager General Manager Account Manager
Sales Account Manager
6 Yearsyrs
Office Manager Account Manager
Senior Account Manager
7 Yearsyrs
Technical Support Technician Systems Administrator Network Engineer
Senior Network Engineer
7 Yearsyrs
Call Center Supervisor Customer Care Representative Retail Sales Representative
Solutions Manager
8 Yearsyrs
Systems Administrator Information Technology Manager
Technical Services Manager
8 Yearsyrs
Service Technician Network Technician Information Technology Manager
Vice President Of Information Technology
12 Yearsyrs
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Average Length of Employment
Network Technician 3.1 years
MIS Technician 2.7 years
Data Technician 2.7 years
LAN Technician 2.7 years
Technician 2.6 years
On-Site Technician 2.4 years
Mobile Technician 2.3 years
Server Technician 2.1 years
Phone Technician 1.8 years
Student Technician 1.6 years
Junior Technician 1.6 years
Tier 1.6 years
Help Desk Agent 1.5 years
Top Employers Before
Cashier 8.2%
Technician 4.7%
Internship 3.7%
Manager 3.0%
Supervisor 2.4%
Secretary 2.4%
Top Employers After
Cashier 5.0%
Technician 5.0%
Manager 3.7%
Supervisor 3.5%

Call Center Technician Demographics

Gender

Male

57.4%

Female

41.1%

Unknown

1.5%
Ethnicity

White

80.3%

Hispanic or Latino

11.2%

Asian

6.6%

Unknown

1.5%

Black or African American

0.5%
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Languages Spoken

Spanish

62.2%

French

10.8%

Portuguese

2.7%

Hungarian

2.7%

Chinese

2.7%

Vietnamese

2.7%

German

2.7%

Romanian

2.7%

Japanese

2.7%

Greek

2.7%

Carrier

2.7%

Hindi

2.7%
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Call Center Technician Education

Schools

University of Phoenix

24.8%

Kaplan University

8.3%

University of Connecticut

5.8%

Strayer University

5.0%

Community College of the Air Force

4.1%

Ivy Tech Community College of Indiana

4.1%

Northern Virginia Community College

4.1%

Grand Canyon University

4.1%

Mesa Community College - Boswell

3.3%

East Carolina University

3.3%

Everest Institute

3.3%

Ashford University

3.3%

Arizona State University

3.3%

Boise State University

3.3%

Pennsylvania State University

3.3%

Portland State University

3.3%

Eastern Michigan University

3.3%

Wichita State University

3.3%

Western Technical College

3.3%

Kennesaw State University

3.3%
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Majors

Business

21.2%

Computer Science

9.2%

Computer Information Systems

7.4%

Information Technology

6.2%

Computer Networking

5.6%

Psychology

4.3%

General Studies

4.2%

Criminal Justice

4.2%

Electrical Engineering

4.0%

Medical Assisting Services

4.0%

Health Care Administration

4.0%

Liberal Arts

3.8%

Management

3.6%

Education

3.3%

Nursing

2.9%

Communication

2.9%

Accounting

2.7%

Pharmacy

2.5%

Electrical Engineering Technology

2.0%

Environmental Control Technologies/Technicians

2.0%
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Degrees

Other

33.0%

Bachelors

30.3%

Associate

20.1%

Masters

7.9%

Certificate

5.2%

Diploma

2.8%

License

0.3%

Doctorate

0.3%
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Job type you want
Full Time
Part Time
Internship
Temporary

Top Skills for A Call Center Technician

CustomerServiceSkillsHardwareIssuesTroubleshootInternetExplorerPhoneCallsTechnicalSupportRemoteAccessTechnicalIssuesDesktopSupportInboundCallsCustomerSatisfactionAppleWindowsXPMacSetupCustomerSupportHighVolumeVPNDataEntryCallCenters

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Top Call Center Technician Skills

  1. Customer Service Skills
  2. Hardware Issues
  3. Troubleshoot
You can check out examples of real life uses of top skills on resumes here:
  • Implemented best admin practices and demonstrated good office management and customer service skills.
  • Analyzed software and hardware issues and created help desk tickets.
  • Performed troubleshooting of software configurations to resolve any system conflicts.
  • Helped clients with problems connecting with Internet Explorer.
  • Answer telephone calls to assist technicians encountering problems, verification of service restoration and resolution information.

Top Call Center Technician Employers

Call Center Technician Videos

The Call Center Technician

Life at a call center

Sample Call Tech Support

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