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Become A Customer Service Analyst

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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
  • $78,000

    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.

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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.

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Customer Service Analyst Career Paths

Customer Service Analyst
Analyst Consultant Project Manager
Senior Project Manager
11 Yearsyrs
Analyst Consultant Manager
Senior Manager
9 Yearsyrs
Analyst Consultant General Manager
Account Manager
5 Yearsyrs
Office Manager Operations Manager Project Manager
Program Manager
8 Yearsyrs
Office Manager Account Manager
Senior Account Manager
7 Yearsyrs
Office Manager Operations Manager Operations Director
Operations Vice President
11 Yearsyrs
Business Analyst Team Leader Store Manager
Area Manager
7 Yearsyrs
Business Analyst Team Leader Manager
Service Manager
6 Yearsyrs
Business Analyst Senior Consultant Manager
Finance Manager
7 Yearsyrs
Team Leader Project Manager
Purchasing Manager
9 Yearsyrs
Account Manager Operations Manager Branch Manager
Assistant Vice President
7 Yearsyrs
Account Manager Product Manager Information Technology Project Manager
Service Delivery Manager
10 Yearsyrs
Senior Analyst Senior Finance Analyst
Accounting Manager
7 Yearsyrs
Senior Analyst Senior Consultant
Information Technology Manager
7 Yearsyrs
Senior Analyst Supervisor Branch Manager
Relationship Manager
6 Yearsyrs
Supervisor Superintendent Quality Control Manager
Quality Assurance Manager
9 Yearsyrs
Supervisor Case Manager Program Manager
Associate Director
8 Yearsyrs
Finance Analyst Business Manager Service Manager
Client Services Manager
7 Yearsyrs
Finance Analyst Business Manager Property Manager
Administrative Manager
6 Yearsyrs
Systems Analyst Senior Programmer Analyst Senior Data Analyst-
Data Manager
6 Yearsyrs
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Do you work as a Customer Service Analyst?

Help others decide if this is a good career for them

Average Length of Employment
Staff Analyst 3.8 years
Top Careers Before Customer Service Analyst
Cashier 7.7%
Internship 3.7%
Analyst 3.4%
Supervisor 2.7%
Top Careers After Customer Service Analyst
Cashier 6.6%
Analyst 5.6%
Manager 3.3%
Specialist 2.9%
Supervisor 2.5%

Do you work as a Customer Service Analyst?

Average Yearly Salary
$78,000
View Detailed Salary Report
$53,000
Min 10%
$78,000
Median 50%
$78,000
Median 50%
$78,000
Median 50%
$78,000
Median 50%
$78,000
Median 50%
$78,000
Median 50%
$78,000
Median 50%
$113,000
Max 90%
Best Paying Company
Change Healthcare
Highest Paying City
San Francisco, CA
Highest Paying State
Hawaii
Avg Experience Level
3.3 years
How much does a Customer Service Analyst make at top companies?
The national average salary for a Customer Service Analyst in the United States is $78,189 per year or $38 per hour. Those in the bottom 10 percent make under $53,000 a year, and the top 10 percent make over $113,000.

Real Customer Service Analyst Salaries

Job Title Company Location Start Date Salary
Customer Insights Analyst Tilt.com, Inc. San Francisco, CA Nov 25, 2015 $135,000
Customer Insights Analyst Crowdtilt, Inc. San Francisco, CA Mar 03, 2014 $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
Customer Voice Analyst Airbnb, Inc. San Francisco, CA Jun 22, 2015 $84,500
Siebel Customer Requirements/Service Dev/Analyst The Mathworks, Inc. MN Feb 11, 2010 $84,500
Customs Analyst Delphi Corporation Troy, MI Apr 01, 2010 $80,820
Customer Insights Analyst Saks Fifth Avenue New York, NY Aug 14, 2011 $80,000
Customer Analyst (CRM) EYC USA Inc. Mechanicsburg, PA Oct 09, 2016 $80,000 -
$90,000
Customer Insight Analyst Orchestro, Inc. Rogers, AR Feb 05, 2016 $80,000 -
$112,000
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

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Top Skills for A Customer Service Analyst

  1. Customer Service
  2. Phone Calls
  3. Technical Support
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.
  • Audited randomly selected phone calls to ensure quality Customer Service.
  • Provided daily technical support for e-mail, network, connectivity, telecommunications, peripheral equipment, and system maintenance.
  • Performed limited database maintenance functions such as data entry and editing of physician and hospital databases.
  • Performed duty engineering audits on all footwear samples to ensure compliance and profitability.

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Average Salary:

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Top 10 Best States for Customer Service Analysts

  1. Delaware
  2. New Jersey
  3. California
  4. Colorado
  5. Maine
  6. Massachusetts
  7. Wyoming
  8. New Hampshire
  9. Connecticut
  10. Rhode Island
  • (314 jobs)
  • (2,403 jobs)
  • (8,009 jobs)
  • (2,008 jobs)
  • (549 jobs)
  • (1,949 jobs)
  • (270 jobs)
  • (699 jobs)
  • (749 jobs)
  • (291 jobs)

Customer Service Analyst Resume Examples And Tips

The average resume reviewer spends between 5 to 7 seconds looking at a single resume, which leaves the average job applier with roughly six seconds to make a killer first impression. Thanks to this, a single typo or error on your resume can disqualify you right out of the gate. At Zippia, we went through over 4,843 Customer Service Analyst resumes and compiled some information about how best to optimize them. Here are some suggestions based on what we found, divided by the individual sections of the resume itself.

Learn How To Create A Top Notch Customer Service Analyst Resume

View Resume Examples

Customer Service Analyst Demographics

Gender

Female

57.1%

Male

32.5%

Unknown

10.4%
Ethnicity

White

60.7%

Hispanic or Latino

16.1%

Black or African American

11.9%

Asian

7.8%

Unknown

3.4%
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Foreign Languages Spoken

Spanish

62.2%

French

8.1%

Portuguese

7.6%

Carrier

4.1%

German

3.5%

Hindi

1.7%

Mandarin

1.7%

Dutch

1.2%

Chinese

1.2%

Russian

1.2%

Urdu

1.2%

Korean

1.2%

Italian

1.2%

Filipino

0.6%

Gujarati

0.6%

Igbo

0.6%

Albanian

0.6%

Vietnamese

0.6%

Hmong

0.6%

Tagalog

0.6%
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Customer Service Analyst Education

Schools

University of Phoenix

33.8%

Strayer University

8.8%

American InterContinental University

4.7%

Kaplan University

4.7%

Ashford University

4.1%

University of North Carolina at Greensboro

3.6%

DePaul University

3.6%

Arizona State University

3.4%

Michigan State University

3.2%

Pennsylvania State University

3.2%

Georgia State University

3.2%

Webster University

3.0%

Kennesaw State University

3.0%

Southern New Hampshire University

2.8%

Colorado Technical University

2.8%

University of Delaware

2.6%

Liberty University

2.6%

University of South Florida

2.4%

Villanova University

2.4%

Park University

2.1%
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Majors

Business

37.6%

Accounting

6.9%

Marketing

5.3%

Management

4.5%

Computer Science

4.4%

Finance

4.3%

Communication

4.2%

Health Care Administration

4.1%

Computer Information Systems

3.6%

Psychology

3.3%

Criminal Justice

2.8%

Information Technology

2.7%

Human Resources Management

2.5%

Political Science

2.2%

General Studies

2.2%

English

2.1%

Liberal Arts

2.0%

Economics

1.8%

Education

1.8%

Medical Assisting Services

1.7%
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Degrees

Bachelors

41.8%

Other

23.7%

Masters

15.4%

Associate

11.8%

Certificate

4.7%

Diploma

1.7%

Doctorate

0.6%

License

0.3%
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