What does a client support analyst do?
A client support analyst is in charge of providing analytical services to optimize a company's customer support operations. They typically provide technical support through calls and correspondence, troubleshoot problems, diagnose technical issues, provide step-by-step solutions, or refer clients to other services. They may also perform clerical tasks such as maintaining records of all transactions, preparing and processing documents, answering inquiries, and updating databases. Moreover, a client support analyst must produce progress reports, coordinating with managers regularly.
Client support analyst responsibilities
Here are examples of responsibilities from real client support analyst resumes:
- Manage customer expectations through use of negotiation, persuasion, diplomacy and clear communication.
- Act as SME and trainer on multiple reporting projects for internal and client contacts.
- Provide client care and product support to clients through phone, chat, and SalesForce.
- Act as a SME to internal departments to address questions and solve client issues using data analysis.
- Prioritize problems, troubleshoot and exercise problem-solving skills
- Document customer issues as required in the call management system (Salesforce.com) and provide appropriate details/information.
- Assist patients by explaining necessary preparations, reviewing charts after discharge and determining eligibility for medication at government's expense.
- Assist NOC in installation, configuration, and troubleshooting of switches, routers, and WAAS device.
- Perform diagnostics and troubleshooting of issues for local & remote machines, VOIP phones, mobile devices and company media software.
- Identify and maintain consistent up-time with telephone system and VoIP network and make recommendations to management for improvements.
- Perform Microsoft SCCM administration and daily monitoring tasks as required.
Client support analyst skills and personality traits
We calculated that 16% of Client Support Analysts are proficient in Customer Service, Client Support, 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 Client Support Analysts that have these skills listed on their resume here:
- Customer Service, 16%
Experienced in digital customer service with strong command of customer experience product management and support operations.
- Client Support, 11%
Awarded Individual Performance Recognition Award for providing outstanding client support and consistently exceeding management expectations.
- Technical Support, 6%
Shared responsibility for end-user technical support in the Oklahoma City metro area for approximately 1600 users.
- Troubleshoot, 6%
Administer and troubleshoot issues and errors that arise from 200+ users of AIG's ECO in house Financial Consolidation system.
- Customer Inquiries, 4%
Follow up with customers to ensure that customer inquiries are resolved within the contracted or agreed upon time frame.
- CRM, 3%
Use CRM software such as ORACLE and SALESFORCE daily to improve client relations.
Common skills that a client support analyst uses to do their job include "customer service," "client support," and "technical support." You can find details on the most important client support analyst responsibilities below.
Customer-service skills. The most essential soft skill for a client support analyst to carry out their responsibilities is customer-service skills. This skill is important for the role because "computer support specialists must be patient and sympathetic." Additionally, a client support analyst resume shows how their duties depend on customer-service skills: "planned, developed, and coordinated customer support for quarterly fis disaster recovery exercises. "
Listening skills. Many client support analyst duties rely on 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.," so a client support analyst will need this skill often in their role. This resume example is just one of many ways client support analyst responsibilities rely on listening skills: "communicated with second level support on escalated issue that affect patient care. "
Problem-solving skills. client support analysts are also known for problem-solving skills, which are critical to their duties. You can see how this skill relates to client support analyst responsibilities, because "support workers must identify both simple and complex computer problems, analyze them, and solve them." A client support analyst resume example shows how problem-solving skills is used in the workplace: "interact with data productions teams, development teams and frontline customer support staff to facilitate resolution of all data quality issues. "
Speaking skills. For certain client support analyst responsibilities to be completed, the job requires competence in "speaking skills." The day-to-day duties of a client support analyst 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 client support analysts do: "addressed and ensured improvement of low customer satisfaction surveys scores with outsourced service desk. "
Writing skills. Another common skill required for client support analyst responsibilities is "writing skills." This skill comes up in the duties of client support analysts 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 client support analyst resume shows how this skill is central to what a client support analyst does: "assisted technical team in writing and testing of interfaces, including uat, based on clients needs. "
The three companies that hire the most client support analysts are:
Choose from 10+ customizable client support analyst resume templates
Build a professional client support analyst resume in minutes. Our AI resume writing assistant will guide you through every step of the process, and you can choose from 10+ resume templates to create your client support analyst resume.
Compare different client support analysts
Client support analyst vs. Support
A support employee is responsible for assisting the business operations and responding to customers' inquiries and concerns regarding its goods and services. Support logs all customers' interaction and escalates potential complaints to the appropriate department. They also help with implementing strategic procedures to improve operations and reach maximum productivity. A support employee must have excellent communication and customer service skills, ensuring clients' satisfaction with the services and maintain good feedback to boost the company's brand, attract more clients, and increase revenues.
There are some key differences in the responsibilities of each position. For example, client support analyst responsibilities require skills like "client support," "technical support," "troubleshoot," and "client facing." Meanwhile a typical support has skills in areas such as "cash management," "hr," "inventory control," and "ladders." This difference in skills reveals the differences in what each career does.
Supports really shine in the professional industry with an average salary of $50,563. Comparatively, client support analysts tend to make the most money in the technology industry with an average salary of $66,710.The education levels that supports earn slightly differ from client support analysts. In particular, supports are 2.7% less likely to graduate with a Master's Degree than a client support analyst. Additionally, they're 0.2% more likely to earn a Doctoral Degree.Client support analyst vs. Analyst
Analysts are employees or individual contributors with a vast experience in a particular field that help the organization address challenges. They help the organization improve processes, policies, and other operations protocol by studying the current processes in place and determining the effectiveness of those processes. They also research industry trends and data to make sound inferences and recommendations on what the company should do to improve their numbers. Analysts recommend business solutions and often help the organization roll out these solutions. They ensure that the proposed action plans are effective and produce the desired results.
Each career also uses different skills, according to real client support analyst resumes. While client support analyst responsibilities can utilize skills like "client support," "technical support," "client facing," and "customer inquiries," analysts use skills like "data analysis," "strong analytical," "digital transformation," and "data entry."
Analysts earn a higher average salary than client support analysts. But analysts earn the highest pay in the technology industry, with an average salary of $79,330. Additionally, client support analysts earn the highest salaries in the technology with average pay of $66,710 annually.In general, analysts achieve similar levels of education than client support analysts. They're 4.2% more likely to obtain a Master's Degree while being 0.2% more likely to earn a Doctoral Degree.Client support analyst vs. Systems support
A systems support agent is responsible for resolving system applications and network issues, performing technical configuration, and upgrading systems infrastructure. A systems support representative conducts regular maintenance and diagnostic tests on the computer applications to ensure its optimal performance and efficiency to support business operations and avoid delays in deliverables. They also assist the technology team in designing backup systems and improve existing networks according to business requirements and specifications. They write resolution reports for reference to prevent the reoccurrence of system malfunction and inconsistencies.
The required skills of the two careers differ considerably. For example, client support analysts are more likely to have skills like "client support," "client facing," "customer inquiries," and "crm." But a systems support is more likely to have skills like "provides technical support," "end user support," "system support," and "pc support."
Systems supports earn the best pay in the professional industry, where they command an average salary of $72,760. Client support analysts earn the highest pay from the technology industry, with an average salary of $66,710.When it comes to education, systems supports tend to earn similar degree levels compared to client support analysts. In fact, they're 0.7% less likely to earn a Master's Degree, and 0.0% less likely to graduate with a Doctoral Degree.Client support analyst vs. Support lead
A support lead is typically in charge of overseeing the performance of a technical support team, ensuring efficiency and customer satisfaction. Their responsibilities revolve around assessing the performance of the workforce, resolving complex issues, identifying customer needs and sales opportunities, and training new team members. They may also perform calls and correspondence, respond to inquiries, and resolve issues promptly. Furthermore, as a support lead, it is essential to perform clerical tasks such as preparing progress reports, managing schedules, and maintaining records of transactions.
Types of client support analyst
Updated January 8, 2025
