What does a call center technician do?
A call center technician is someone who handles quality-wise communication, product representation, and customer support for clients. Call center technicians research issues related to call quality and documentation. They plan and assist in the installation of hardware, maintenance agreements, and software to maximize the compatibility, integration, and continuing operations of applications or systems. Also, they provide end-users with technical support and respond through telephone or email requests.
Call center technician responsibilities
Here are examples of responsibilities from real call center technician resumes:
- Manage backups, replications and disaster recovery plans of company mission critical servers and database files to ensure redundancy.
- Test equipment (servers, PCs, laptops, peripherals, telephony).
- Provide local support for PCs, servers, mainframes, and web base applications.
- Maintain and monitor the security of the wireless LAN on the 802.11b Cisco environment.
- Resolve various technical problems ranging from PC's, hardware, software, network printers, LAN.
- Work on a large statewide project installing VOIP phones in nearly every state office in the state of Alaska.
- Provide customers with friendly step by step assistance in correcting computer OS and internet relate issues and technical errors via telephone.
- Create remedy tickets by opening or reopening them and providing precise detail of the call that are placed and resolution provide.
- Contact patients regarding appointments or medical information.
- Process high volume inbound telephone refill requests directly from patients.
- Provide phone desktop support for proprietary property management hardware configuration and software suites.
- Form project plans for installation of individual workstations and office equipment in an infrastructure deployment project.
- Perform onside analysis, diagnoses and resolution of basic-to-intermediate desktop problems and implement corrective solutions for repairing.
- Direct Internet server implementation project, various software application implementation projects, and a complete physical LAN rewiring project.
- Maintain and analyze LAN user documentation including hardware/software applications, support logs, system logs and other relate information.
Call center technician skills and personality traits
We calculated that 32% of Call Center Technicians are proficient in Center Management, Patients, and Technical Support. They’re also known for soft skills such as Customer-service skills, Listening skills, and Problem-solving skills.
We break down the percentage of Call Center Technicians that have these skills listed on their resume here:
- Center Management, 32%
Maintained service levels as set by call center management.
- Patients, 8%
Communicated daily and developed professional relationships with Physicians and their offices regarding patients and prescriptions.
- Technical Support, 5%
Coordinate and document repair efforts with direct fix organizations, providing technical support and ensuring problems are taken to complete resolution.
- Phone Calls, 5%
Answer telephone calls to assist technicians encountering problems, verification of service restoration and resolution information.
- Customer Service, 5%
Assisted callers with billing issues, provided tech support/customer service Advised callers on the best geographical/economical plans based on their calling/travel habits
- Customer Satisfaction, 5%
Complete about 10 incoming calls/week, 30 coaching calls/month with an over 90% completion rate for customer satisfaction surveys.
Most call center technicians use their skills in "center management," "patients," and "technical support" to do their jobs. You can find more detail on essential call center technician responsibilities here:
Customer-service skills. One of the key soft skills for a call center technician to have is customer-service skills. You can see how this relates to what call center technicians do because "computer support specialists must be patient and sympathetic." Additionally, a call center technician resume shows how call center technicians use customer-service skills: "provide superior customer support by analyzing, diagnosing and resolving problems. "
Listening skills. Another essential skill to perform call center technician duties is listening skills. Call center technicians responsibilities require that "support workers must be able to understand the problems that their customers are describing and know when to ask questions to clarify the situation." Call center technicians also use listening skills in their role according to a real resume snippet: "listened and responded to customers' needs while multitasking data entry and problem solving the best means to help each individual. "
Problem-solving skills. Another skill that relates to the job responsibilities of call center technicians is problem-solving skills. This skill is critical to many everyday call center technician duties, as "support workers must identify both simple and complex computer problems, analyze them, and solve them." This example from a resume shows how this skill is used: "assisted clients with identifying and resolving television, internet, and telephone problems utilized specialized computer system to assist with technical solutions"
Speaking skills. For certain call center technician responsibilities to be completed, the job requires competence in "speaking skills." The day-to-day duties of a call center technician rely on this skill, as "support workers must describe the solutions to computer problems in a way that a nontechnical person can understand." For example, this snippet was taken directly from a resume about how this skill applies to what call center technicians do: "ensured clients are afforded with quality customer service; prepared monthly reports on all issues addressed with its corresponding solutions. "
Writing skills. Another common skill required for call center technician responsibilities is "writing skills." This skill comes up in the duties of call center technicians all the time, as "strong writing skills are useful for preparing instructions and email responses for employees and customers, as well as for real-time web chat interactions." An excerpt from a real call center technician resume shows how this skill is central to what a call center technician does: "answered in/outbound calls regarding writing and getting prescriptions verified through an onsite certified pharmacist and checking m/o prescriptions. "
The three companies that hire the most call center technicians are:
- Biomat Usa, Inc.80 call center technicians jobs
- Grifols28 call center technicians jobs
- InfoCision
11 call center technicians jobs
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Compare different call center technicians
Call center technician vs. Technical support agent
A technical support agent specializes in providing computer and system support through calls and correspondence, ensuring optimal customer satisfaction. They are primarily responsible for assisting customers in troubleshooting and evaluating systems to figure out the cause of technical issues and talk them through its corresponding solution. Moreover, an agent must make follow-up calls to ensure that the problem no longer persists or forward them to higher authority personnel when necessary.
These skill sets are where the common ground ends though. The responsibilities of a call center technician are more likely to require skills like "center management," "patients," "technical support," and "phone calls." On the other hand, a job as a technical support agent requires skills like "email clients," "technical support issues," "remote connection," and "customer care." As you can see, what employees do in each career varies considerably.
Technical support agents earn the highest salaries when working in the technology industry, with an average yearly salary of $32,552. On the other hand, call center technicians are paid more in the technology industry with an average salary of $34,343.The education levels that technical support agents earn slightly differ from call center technicians. In particular, technical support agents are 0.1% less likely to graduate with a Master's Degree than a call center technician. Additionally, they're 0.3% less likely to earn a Doctoral Degree.Call center technician vs. Technician support tier
A technician support tier focuses on providing technical support to clients or employees within a company. Typically working in a team setting, a technician support tier addresses technical problems and troubleshoots to identify the root of the issues and perform necessary corrective measures or repairs. Their responsibilities also revolve around responding to inquiries, answering calls and correspondence, conducting regular maintenance of systems and networks, maintaining records of all transactions, and supporting software and networks. Furthermore, it is essential to coordinate with all team members while adhering to the company's policies and regulations.
Each career also uses different skills, according to real call center technician resumes. While call center technician responsibilities can utilize skills like "center management," "patients," "customer satisfaction," and "data entry," technician support tiers use skills like "lan wan," "cisco ios," "tier ii," and "lan."
On average, technician support tiers earn a higher salary than call center technicians. Some industries support higher salaries in each profession. Interestingly enough, technician support tiers earn the most pay in the technology industry with an average salary of $62,098. Whereas call center technicians have higher pay in the technology industry, with an average salary of $34,343.Average education levels between the two professions vary. Technician support tiers tend to reach similar levels of education than call center technicians. In fact, they're 0.3% more likely to graduate with a Master's Degree and 0.3% less likely to earn a Doctoral Degree.Call center technician vs. Information technology/support technician
An information technology (IT) support technician is an individual who is responsible for providing support and troubleshoots software and hardware problems faced by customers. As for larger organizations that have their own IT department, technicians must work together internally with their IT staff members. IT support technicians are involved in inspecting and resolving minor local area network and wireless network issues, which include TCP/IP, DHCP, and VPN. They are also required to obtain an associate's degree in computer science or related field.
The required skills of the two careers differ considerably. For example, call center technicians are more likely to have skills like "center management," "patients," "technical support," and "customer satisfaction." But a information technology/support technician is more likely to have skills like "remote desktop," "network printers," "user support," and "pcs."
Information technology/support technicians earn the best pay in the technology industry, where they command an average salary of $53,210. Call center technicians earn the highest pay from the technology industry, with an average salary of $34,343.When it comes to education, information technology/support technicians tend to earn similar degree levels compared to call center technicians. In fact, they're 2.3% more likely to earn a Master's Degree, and 0.3% more likely to graduate with a Doctoral Degree.Call center technician vs. Information technology technician
An information technology technician, also known as an IT technician, is responsible for ensuring that all computer systems in a company or organization are running smoothly and efficiently. Their duties primarily revolve around installing and maintaining systems, including software and hardware, and resolving any issues. They also provide technical support such as troubleshooting, navigation, and even system upgrades. Furthermore, an information technology technician can choose whether to work for a company or independently.
Types of call center technician
Updated January 8, 2025
