FIND PERSONALIZED JOBS
Sign up to Zippia and discover your career options with your personalized career search.

Log In

Log In to Save

Sign Up to Save

Sign Up to Dismiss

or

The email and password you specified are invalid. Please, try again.

Email and password are mandatory

Forgot Password?

Don't have an account? Sign Up

reset password

Enter your email address and we will send you a link to reset your password.

Back to Log In

FIND
PERSONALIZED JOBS

Become A Customer Service Analyst

Where do you want to work?

To get started, tell us where you'd like to work.
Sorry, we can't find that. Please try a different city or state.

Working As A Customer Service Analyst

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Updating and Using Relevant Knowledge
  • Communicating with Supervisors, Peers, or Subordinates
  • $48,620

    Average Salary

What Does A Customer Service Analyst 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.

Show More

Show Less

How To Become A Customer Service Analyst

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.

Show More

Show Less

Customer Service Analyst jobs

NO RESULTS

Aw snap, no jobs found.

Add To My Jobs

Customer Service Analyst Career Paths

Customer Service Analyst
Operations Manager General Manager
Account Manager
5 Yearsyrs
Senior Analyst Senior Finance Analyst
Accounting Manager
7 Yearsyrs
Help Desk Analyst Technical Support Engineer Technical Support Manager
Call Center Manager
6 Yearsyrs
Technical Support Specialist Information Technology Manager Director Of Information
Chief Information Officer
11 Yearsyrs
Office Manager Human Resources Coordinator
Director Of Human Resources
10 Yearsyrs
Data Analyst Senior Analyst Senior Manager
Director Of Information
10 Yearsyrs
Project Manager Information Technology Project Manager Director Of Information
Director Of Information Technology Services
12 Yearsyrs
Human Resources Coordinator Controller Information Technology Manager
Director Of Technology And Services
11 Yearsyrs
Project Manager Information Technology Consultant Information Security Analyst
Information Security Officer
12 Yearsyrs
Account Manager Technical Support Specialist Network Administrator
Information Systems Manager
6 Yearsyrs
Technical Support Specialist Systems Administrator Information Technology Manager
Information Technology Director
10 Yearsyrs
Data Analyst Business Analyst Information Technology Consultant
Information Technology Manager
8 Yearsyrs
Senior Analyst Senior Consultant Senior Manager
Managing Director
11 Yearsyrs
Business Analyst Product Manager Sales Manager
Operations Manager
7 Yearsyrs
Analyst Project Manager
Program Manager
8 Yearsyrs
Office Manager Account Manager
Senior Account Manager
7 Yearsyrs
Business Analyst Senior Consultant
Senior Manager
10 Yearsyrs
Analyst Business Analyst Project Manager
Senior Project Manager
12 Yearsyrs
Account Manager Sales Consultant Solution Specialist
Solutions Manager
8 Yearsyrs
Operations Manager Senior Manager Director Of Information
Vice President Of Information Technology
12 Yearsyrs
Show More

Average Length of Employment
Customer Liaison 3.1 years
Service Specialist 2.7 years
Analyst 2.4 years
Support Analyst 2.3 years
Service Associate 2.1 years
Customer Assistant 1.9 years
Customer Advisor 1.9 years
Customer Associate 1.8 years
Top Employers Before
Cashier 3.9%
Analyst 3.0%
Manager 2.8%
Internship 2.8%
Supervisor 2.6%
Top Employers After
Analyst 6.4%
Manager 3.9%
Specialist 2.7%

Customer Service Analyst Demographics

Gender

Female

62.2%

Male

35.0%

Unknown

2.8%
Ethnicity

White

77.6%

Hispanic or Latino

12.1%

Asian

8.0%

Unknown

1.7%

Black or African American

0.6%
Show More
Languages Spoken

Spanish

61.4%

French

8.3%

Portuguese

6.1%

Carrier

4.5%

German

3.8%

Mandarin

2.3%

Hindi

2.3%

Dutch

1.5%

Chinese

1.5%

Urdu

1.5%

Korean

1.5%

Filipino

0.8%

Gujarati

0.8%

Igbo

0.8%

Vietnamese

0.8%

Tagalog

0.8%

Russian

0.8%

Arabic

0.8%
Show More

Customer Service Analyst Education

Schools

University of Phoenix

27.9%

Strayer University

9.7%

American InterContinental University

4.9%

Kaplan University

4.5%

DePaul University

4.0%

Liberty University

4.0%

University of North Carolina at Greensboro

3.6%

Ashford University

3.6%

Pennsylvania State University

3.6%

University of North Carolina at Charlotte

3.6%

Villanova University

3.2%

Michigan State University

3.2%

San Francisco State University

3.2%

Georgia State University

3.2%

Southern New Hampshire University

3.2%

Park University

2.8%

University of Texas at San Antonio

2.8%

Saint Louis Community College

2.8%

University of Maryland - University College

2.8%

Arizona State University

2.8%
Show More
Majors

Business

36.3%

Accounting

7.5%

Marketing

5.3%

Management

5.0%

Computer Science

4.7%

Communication

4.3%

Computer Information Systems

4.1%

Finance

3.9%

Psychology

3.8%

Health Care Administration

3.6%

Criminal Justice

3.0%

Information Technology

3.0%

Human Resources Management

2.5%

Economics

2.2%

General Studies

2.0%

Political Science

2.0%

Liberal Arts

1.8%

English

1.8%

Computer Networking

1.6%

Sociology

1.4%
Show More
Degrees

Bachelors

42.7%

Other

24.6%

Masters

15.3%

Associate

10.4%

Certificate

4.7%

Diploma

1.3%

Doctorate

0.6%

License

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

Real Customer Service Analyst Salaries

Job Title Company Location Start Date Salary
Customer Insights Analyst Crowdtilt, Inc. San Francisco, CA Mar 03, 2014 $135,000
Customer Insights Analyst Tilt.Com, Inc. San Francisco, CA Nov 25, 2015 $135,000
Customer and Campaign Analyst Apple Inc. Cupertino, CA Feb 13, 2014 $130,000 -
$150,000
Customer Success Analyst Datameer, Inc. San Francisco, CA Feb 18, 2016 $121,222 -
$150,000
Customer Success Analyst Datameer, Inc. New York, NY Apr 13, 2015 $116,813 -
$135,000
Customer Insight Analyst Hightail, Inc. Campbell, CA Dec 02, 2013 $115,000
Customer Success Analyst Bloomreach, Inc. Mountain View, CA Dec 09, 2016 $112,000
Global Customer & Sales Analyst Equinix, Inc. Redwood City, CA Aug 19, 2016 $110,000
SAP CRM Service Management Analyst Rockwell Automation, Inc. Milwaukee, WI Feb 22, 2010 $110,000
Customer Analyst Resilinc Corporation Milpitas, CA Oct 31, 2014 $105,000
Customer Insight Analyst Square, Inc. San Francisco, CA Oct 01, 2015 $100,880 -
$178,500
Customer Insights Analyst Square, Inc. San Francisco, CA Oct 01, 2012 $100,000
Customer Insight Analyst Disney Online Palo Alto, CA Jan 01, 2012 $97,500
Siebel Customer Requirements/Service DEV./Analyst The Mathworks, Inc. Natick, MA Mar 05, 2011 $87,000
Siebel Customer Requirements/Service Dev/Analyst The Mathworks, Inc. MN Feb 11, 2010 $84,500
Customer Voice Analyst Airbnb, Inc. San Francisco, CA Jun 22, 2015 $84,500
Customs Analyst Delphi Corporation Troy, MI Apr 01, 2010 $80,820
Customer Insight Analyst Orchestro, Inc. Rogers, AR Feb 05, 2016 $80,000 -
$112,000
Customer Analyst (CRM) EYC USA Inc. Mechanicsburg, PA Oct 09, 2016 $80,000 -
$90,000
Customer Insights Analyst Saks Fifth Avenue New York, NY Aug 14, 2011 $80,000
Customs Analyst DAA Draexlmaier Automotive of America LLC Duncan, SC Oct 01, 2011 $76,939 -
$81,500
Customer Analyst Oriental Trading Company, Inc. Omaha, NE Jun 19, 2013 $69,500
International Global Customs Analyst Payless Shoesource, Inc. Topeka, KS Oct 01, 2011 $65,000
Customer Insights Analyst Saks Fifth Avenue New York, NY Oct 07, 2013 $65,000
Customer Analyst Oriental Trading Company, Inc. Omaha, NE Sep 02, 2014 $65,000
International Customs Analyst Payless Shoesource, Inc. Topeka, KS Oct 01, 2015 $63,985
International Customs Analyst Payless Shoesource Topeka, KS Aug 07, 2016 $62,712 -
$66,000
International Customs Analyst Payless Shoesource, Inc. Topeka, KS Aug 15, 2015 $62,712 -
$65,000
Customer Analyst Oriental Trading Company, Inc. Omaha, NE Oct 01, 2014 $62,546

No Results

To get more results, try adjusting your search by changing your filters.

Show More

Top Skills for A Customer Service Analyst

ProceduresEnsureCustomerSatisfactionDeliveryDataEntryFinancialPhoneCallsTechnicalSupportInternalDepartmentsCustomerServiceIssuesWebCustomerInquiriesLogisticsTroubleTicketsCustomerServiceRepresentativesCustomerAccountsAuditInboundCallsExternalCustomersProcessImprovementsWindows

Show More

Top Customer Service Analyst Skills

  1. Procedures
  2. Ensure Customer Satisfaction
  3. Delivery
You can check out examples of real life uses of top skills on resumes here:
  • Involved in writing standard operating procedures and training materials for company initiatives.
  • Work as a liaison between multiple teams to ensure customer satisfaction is met.
  • Ensured status of purchase orders and delivery information to medical facilities.
  • Performed all aspects of customer support including answering telephones and data entry.
  • Monitored sales activity throughout the month to ensure divisional financial budgets were achievable.

Top Customer Service Analyst Employers