Customer support analysts monitor and analyze the performance of customer support services. They use the conclusions they draw from metrics analysis to identify the weak points of the service and advise management on ways to improve it.

As a customer support analyst, you will use data from customer reviews, surveys, and complaints to create strategies to improve the efficiency of the service. You will be a member of the customer service department and report to management on the results of your research.

Although your job is primarily to analyze the work of customer support agents, your customer service skills also need to be spot on. This means outstanding communication skills, more than anything else, and an ability to stay present and calm under stressful circumstances.

What Does a Customer Support Analyst Do

There are certain skills that many customer support analysts have in order to accomplish their responsibilities. By taking a look through resumes, we were able to narrow down the most common skills for a person in this position. We discovered that a lot of resumes listed customer-service skills, listening skills and problem-solving skills.

Learn more about what a Customer Support Analyst does

How To Become a Customer Support Analyst

If you're interested in becoming a customer support analyst, one of the first things to consider is how much education you need. We've determined that 62.0% of customer support analysts have a bachelor's degree. In terms of higher education levels, we found that 5.7% of customer support analysts have master's degrees. Even though most customer support analysts have a college degree, it's possible to become one with only a high school degree or GED.

Learn More About How To Become a Customer Support Analyst

Customer Support Analyst Career Paths

Average Salary for a Customer Support Analyst

Customer Support Analysts in America make an average salary of $65,147 per year or $31 per hour. The top 10 percent makes over $99,000 per year, while the bottom 10 percent under $42,000 per year.
Average Customer Support Analyst Salary
$65,147 Yearly
$31.32 hourly
$42,000
10 %
$65,000
Median
$99,000
90 %

What Am I Worth?

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Customer Support Analyst Education

Customer Support Analyst Majors

23.8 %

Customer Support Analyst Degrees

Bachelors

62.0 %

Associate

23.7 %

Masters

5.7 %

Top Colleges for Customer Support Analysts

1. Stanford University

Stanford, CA • Private

In-State Tuition
$51,354
Enrollment
7,083

2. University of Pennsylvania

Philadelphia, PA • Private

In-State Tuition
$55,584
Enrollment
10,764

3. Northwestern University

Evanston, IL • Private

In-State Tuition
$54,568
Enrollment
8,451

4. Maine Maritime Academy

Castine, ME • Private

In-State Tuition
$13,478
Enrollment
979

5. University of Southern California

Los Angeles, CA • Private

In-State Tuition
$56,225
Enrollment
19,548

6. California State University - Bakersfield

Bakersfield, CA • Private

In-State Tuition
$7,309
Enrollment
9,142

7. SUNY at Binghamton

Vestal, NY • Private

In-State Tuition
$9,808
Enrollment
13,990

8. Villanova University

Villanova, PA • Private

In-State Tuition
$53,308
Enrollment
6,819

9. San Diego State University

San Diego, CA • Private

In-State Tuition
$7,488
Enrollment
30,018

10. Bentley University

Waltham, MA • Private

In-State Tuition
$49,880
Enrollment
4,177

Top Skills For a Customer Support Analyst

The skills section on your resume can be almost as important as the experience section, so you want it to be an accurate portrayal of what you can do. Luckily, we've found all of the skills you'll need so even if you don't have these skills yet, you know what you need to work on. Out of all the resumes we looked through, 23.8% of customer support analysts listed technical support on their resume, but soft skills such as customer-service skills and listening skills are important as well.

Choose From 10+ Customizable Customer Support Analyst Resume templates

Zippia allows you to choose from different easy-to-use Customer Support Analyst templates, and provides you with expert advice. Using the templates, you can rest assured that the structure and format of your Customer Support Analyst resume is top notch. Choose a template with the colors, fonts & text sizes that are appropriate for your industry.

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Customer Support Analyst Demographics

Customer Support Analyst Gender Distribution

Male
Male
60%
Female
Female
40%

After extensive research and analysis, Zippia's data science team found that:

  • Among customer support analysts, 40.1% of them are women, while 59.9% are men.

  • The most common race/ethnicity among customer support analysts is White, which makes up 59.4% of all customer support analysts.

  • The most common foreign language among customer support analysts is Spanish at 48.9%.

Online Courses For Customer Support Analyst That You May Like

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Customer Service, Customer Support, And Customer Experience
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Brilliant Customer Service: How to Impress your Customers!
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4.5
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Used by Chase, Intel, & more! Learn soft skills, social media customer service, diagnosing user problems, & more...

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Best States For a Customer Support Analyst

Some places are better than others when it comes to starting a career as a customer support analyst. The best states for people in this position are New Jersey, Pennsylvania, Delaware, and Massachusetts. Customer support analysts make the most in New Jersey with an average salary of $82,641. Whereas in Pennsylvania and Delaware, they would average $81,078 and $81,024, respectively. While customer support analysts would only make an average of $78,772 in Massachusetts, you would still make more there than in the rest of the country. We determined these as the best states based on job availability and pay. By finding the median salary, cost of living, and using the Bureau of Labor Statistics' Location Quotient, we narrowed down our list of states to these four.

1. California

Total Customer Support Analyst Jobs:
5,901
Highest 10% Earn:
$137,000
Location Quotient:
1.4

2. Nevada

Total Customer Support Analyst Jobs:
386
Highest 10% Earn:
$125,000
Location Quotient:
1.28

3. Delaware

Total Customer Support Analyst Jobs:
150
Highest 10% Earn:
$127,000
Location Quotient:
0.83
Full List Of Best States For Customer Support Analysts

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Top Customer Support Analyst Employers

Most Common Employers For Customer Support Analyst

Rank  Company  Average Salary  Hourly Rate  Job Openings  
1Dell$114,264$54.9310
2Blackbaud$93,570$44.9981
3IBM$90,935$43.7230
4Oracle$90,341$43.4325
5SAIC$90,309$43.4235
6Syniverse$89,150$42.8613
7McKesson$84,257$40.5130
8Lockheed Martin$82,622$39.7218
9Computer Science Corporation$81,233$39.0514
10Halliburton$75,575$36.3311