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Become A Client Support Specialist

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Working As A Client Support Specialist

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Updating and Using Relevant Knowledge
  • Communicating with Supervisors, Peers, or Subordinates
  • $76,479

    Average Salary

What Does A Client Support Specialist 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 Client Support Specialist

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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Client Support Specialist Jobs

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Client Support Specialist Career Paths

Client Support Specialist
Implementation Specialist Project Manager General Manager
Account Manager
5 Yearsyrs
Quality Assurance Analyst Quality Assurance Manager Operations Manager
Assistant Vice President
7 Yearsyrs
Quality Assurance Analyst Quality Assurance Engineer Senior Software Engineer
Chief Technology Officer
11 Yearsyrs
Project Manager General Manager Account Manager
Client Services Manager
7 Yearsyrs
Support Analyst Analyst Data Analyst
Data Manager
6 Yearsyrs
Analyst Systems Analyst
Information Systems Manager
6 Yearsyrs
Systems Administrator Information Technology Manager
Information Technology Director
10 Yearsyrs
Systems Administrator Network Engineer Network Administrator
Information Technology Manager
8 Yearsyrs
Implementation Specialist Business Analyst Information Technology Manager
Information Technology Operations Manager
9 Yearsyrs
Support Analyst Business Analyst Information Technology Manager
Information Technology Support Manager
8 Yearsyrs
Project Coordinator Account Manager Account Executive
Relationship Manager
6 Yearsyrs
Project Manager Program Manager Business Development Manager
Senior Account Manager
7 Yearsyrs
Network Technician Systems Administrator Information Technology Manager
Senior Information Technology Manager
10 Yearsyrs
Technical Support Trainer Project Manager Information Technology Project Manager
Service Delivery Manager
11 Yearsyrs
Project Coordinator Analyst Systems Analyst
Systems Manager
7 Yearsyrs
Analyst Engineer Sales Engineer
Technical Account Manager
7 Yearsyrs
Technical Support Trainer Systems Administrator Senior Software Engineer
Technical Manager
7 Yearsyrs
Systems Engineer Senior Network Engineer Network Administrator
Technical Services Manager
7 Yearsyrs
Network Technician Network Administrator Information Technology Director
Vice President Of Information Technology
12 Yearsyrs
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Do you work as a Client Support Specialist?

Help others decide if this is a good career for them

Average Length of Employment
Support Specialist 2.3 years
Support 1.8 years
Top Employers Before
Internship 7.4%
Teller 4.0%
Manager 3.4%
Cashier 3.3%
Associate 2.7%
Supervisor 2.5%
Top Employers After
Specialist 3.6%
Internship 3.6%
Manager 3.3%
Volunteer 3.3%

Do you work as a Client Support Specialist?

Client Support Specialist Demographics

Gender

Female

56.9%

Male

41.0%

Unknown

2.1%
Ethnicity

White

61.4%

Hispanic or Latino

14.7%

Black or African American

12.3%

Asian

8.0%

Unknown

3.7%
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Languages Spoken

Spanish

52.2%

French

10.0%

German

4.4%

Arabic

4.4%

Mandarin

3.3%

Carrier

3.3%

Italian

3.3%

Russian

2.2%

Chinese

2.2%

Hindi

2.2%

Hmong

2.2%

Hebrew

1.1%

Vietnamese

1.1%

Greek

1.1%

Dutch

1.1%

Japanese

1.1%

Malayalam

1.1%

Tagalog

1.1%

Gujarati

1.1%

Albanian

1.1%
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Client Support Specialist Education

Schools

University of Phoenix

23.2%

Georgia State University

6.3%

Southern New Hampshire University

5.8%

Kaplan University

5.8%

Ashford University

4.8%

DePaul University

4.8%

Strayer University

4.8%

University of Connecticut

4.3%

University of North Carolina at Charlotte

4.3%

Liberty University

3.9%

Capella University

3.9%

Troy University

3.4%

George Mason University

3.4%

University of Maryland - University College

3.4%

University of Georgia

3.4%

University of Illinois at Chicago

2.9%

Auburn University

2.9%

Kent State University

2.9%

American InterContinental University

2.9%

University of Wisconsin - Milwaukee

2.9%
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Majors

Business

29.6%

Psychology

7.5%

Computer Science

6.1%

Computer Information Systems

5.9%

Communication

5.0%

Human Resources Management

5.0%

Information Technology

5.0%

Marketing

4.0%

Management

3.7%

Accounting

3.7%

Criminal Justice

3.5%

Health Care Administration

3.5%

Finance

3.2%

Political Science

2.6%

English

2.5%

Computer Networking

2.3%

Liberal Arts

1.9%

Nursing

1.8%

Social Work

1.7%

General Studies

1.6%
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Degrees

Bachelors

47.5%

Other

20.9%

Masters

14.2%

Associate

11.8%

Certificate

3.8%

Diploma

1.1%

Doctorate

0.6%

License

0.2%
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Job type you want
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Part Time
Internship
Temporary

Real Client Support Specialist Salaries

Job Title Company Location Start Date Salary
Client Support Specialist Bloomberg, LP New York, NY Jul 07, 2016 $177,000
Client Support Specialist-Bloomberg Enterprise R Bloomberg, LP New York, NY Jul 08, 2013 $150,000
Specialist, Client Support Intervoice, Inc. Dallas, TX Sep 25, 2013 $85,426
Middleware Client Onboarding Support Specialist Jpmorgan Chase Co. New York, NY Apr 28, 2014 $85,000
Specialist, Client Support Netcracker Technology Solutions Inc. Sandy Springs, GA Mar 04, 2015 $77,000 -
$90,000
Specialist, Client Support Netcracker Technology Solutions Inc. Sandy Springs, GA Apr 03, 2015 $77,000 -
$90,000
Client Support Specialist Hobsons, Inc. Fairfax, VA Nov 07, 2011 $65,205
Client Support Specialist Hobsons, Inc. Arlington, VA Nov 07, 2011 $65,205
Technical Client Support Specialist .02) Intercept Interactive Inc. New York, NY Aug 06, 2015 $65,000
Client Support Specialist Ventyx, Inc. Sacramento, CA Sep 30, 2010 $59,400
Client Support Specialist Euroclear Bank S.A./N.V. New York, NY Jan 09, 2016 $53,000 -
$60,000
Client Support Specialist Mark Visceglia New York, NY May 01, 2012 $50,000

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Top Skills for A Client Support Specialist

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  1. Customer Service
  2. Client Support
  3. Phone Calls
You can check out examples of real life uses of top skills on resumes here:
  • Conducted performance reviews for all Customer Service Representatives to reduce resolution time and improve customer satisfaction rates.
  • Developed operational policy and procedure documents for daily operations for Client Support.
  • Handled incoming phone calls from internal and external clients and relayed the decision and the status of the loan.
  • Analyzed, documented and implemented strategic network solutions for the Microcomputer hardware and software problems.
  • Developed understanding of payroll processing.

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