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Become A Customer Support Analyst

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Working As A Customer Support Analyst

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Updating and Using Relevant Knowledge
  • Communicating with Supervisors, Peers, or Subordinates
  • $78,073

    Average Salary

What Does A Customer Support 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 Support 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 Support Analyst Jobs

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Customer Support Analyst Career Paths

Customer Support Analyst
Systems Administrator Information Technology Manager Information Technology Director
Chief Information Officer
11 Yearsyrs
Analyst Engineer Senior Software Engineer
Chief Technology Officer
11 Yearsyrs
Project Manager General Manager Account Manager
Client Services Manager
7 Yearsyrs
Network Technician Systems Engineer Senior Software Engineer
Development Manager
8 Yearsyrs
Implementation Specialist Medical Record Consultant Medical Records Director
Director Of Information
8 Yearsyrs
Account Manager Technical Support Specialist
Help Desk Manager
6 Yearsyrs
Service Desk Analyst Level Senior Technician Information Technology Specialist
Information Systems Manager
6 Yearsyrs
Support Analyst Systems Administrator Information Technology Manager
Information Technology Director
10 Yearsyrs
Systems Administrator Network Engineer Network Administrator
Information Technology Manager
8 Yearsyrs
Analyst Systems Analyst Information Technology Manager
Information Technology Operations Manager
9 Yearsyrs
Quality Assurance Engineer Business Analyst Information Technology Manager
Information Technology Support Manager
8 Yearsyrs
Business Analyst Product Manager Sales Manager
Senior Account Manager
7 Yearsyrs
Support Analyst Business Analyst Information Technology Project Manager
Senior Information Technology Manager
10 Yearsyrs
Service Desk Analyst Desktop Support Analyst Support Analyst
Senior Support Analyst
6 Yearsyrs
Project Manager Information Technology Project Manager
Service Delivery Manager
11 Yearsyrs
Quality Assurance Engineer Systems Engineer
Systems Manager
7 Yearsyrs
Account Manager Human Resources Coordinator Technical Recruiter
Technical Account Manager
7 Yearsyrs
Network Technician Systems Analyst Lead Technician
Technical Manager
7 Yearsyrs
Systems Analyst Network Engineer Network Administrator
Technical Services Manager
7 Yearsyrs
Business Analyst Information Technology Project Manager Information Technology Director
Vice President Of Information Technology
12 Yearsyrs
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Do you work as a Customer Support Analyst?

Help others decide if this is a good career for them

Average Length of Employment
Support Analyst 2.3 years
Help Desk Analyst 2.1 years
Top Employers Before
Internship 5.1%
Teller 3.3%
Technician 3.0%
Supervisor 2.8%
Manager 2.7%
Top Employers After
Analyst 4.7%
Consultant 4.0%
Manager 2.9%

Do you work as a Customer Support Analyst?

Customer Support Analyst Demographics

Gender

Male

56.1%

Female

41.5%

Unknown

2.4%
Ethnicity

White

60.2%

Hispanic or Latino

14.8%

Black or African American

13.4%

Asian

8.0%

Unknown

3.6%
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Languages Spoken

Spanish

47.9%

Portuguese

15.1%

French

9.6%

Hindi

4.1%

German

2.7%

Russian

2.7%

Korean

2.7%

Arabic

2.7%

Nepali

1.4%

Vietnamese

1.4%

Dutch

1.4%

Japanese

1.4%

Amharic

1.4%

Tigrinya

1.4%

Carrier

1.4%

Tagalog

1.4%

Italian

1.4%
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Customer Support Analyst Education

Schools

University of Phoenix

21.3%

University of Maryland - University College

9.5%

Strayer University

7.7%

Towson University

5.9%

Syracuse University

5.0%

Northern Virginia Community College

4.5%

ECPI University

4.1%

Robert Morris University

4.1%

Ashford University

4.1%

Pennsylvania State University

3.6%

Anne Arundel Community College

3.6%

Liberty University

3.6%

Old Dominion University

3.2%

Clemson University

3.2%

Hillsborough Community College

3.2%

University of South Florida

2.7%

Trident Technical College

2.7%

Georgia State University

2.7%

University of Memphis

2.7%

Onondaga Community College

2.7%
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Majors

Business

25.3%

Information Technology

12.0%

Computer Information Systems

10.5%

Computer Science

8.0%

Communication

4.2%

Information Systems

4.2%

Management

3.8%

Criminal Justice

3.8%

Computer Networking

3.7%

Management Information Systems

3.4%

Finance

2.8%

Accounting

2.7%

Psychology

2.3%

Marketing

2.2%

Education

2.1%

Project Management

2.0%

Health Care Administration

2.0%

Liberal Arts

1.9%

Information Sciences

1.6%

Computer Applications

1.5%
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Degrees

Bachelors

42.8%

Other

20.0%

Masters

17.0%

Associate

13.3%

Certificate

4.6%

Diploma

1.4%

Doctorate

0.9%

License

0.1%
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Job type you want
Full Time
Part Time
Internship
Temporary

Real Customer Support Analyst Salaries

Job Title Company Location Start Date Salary
Oracle Customer Support Analyst Leeyo Software, Inc. San Jose, CA Mar 22, 2016 $105,000 -
$145,000
Customer Support Analyst Micron Technology, Inc. Boise, ID Apr 23, 2012 $95,000
Customer Support Analyst Micron Technology, Inc. Boise, ID Oct 25, 2011 $95,000
Customer Support Analyst Leeyo Software, Inc. San Jose, CA Jul 01, 2015 $90,000 -
$110,000
Customer Support Analyst Labvantage Solutions, Inc. Somerset, NJ Jan 04, 2016 $86,070
Technical Customer Support Analyst Richrelevance, Inc. San Francisco, CA Jun 17, 2013 $85,000
Customer Support Analyst Netcracker Technology Corporation Waltham, MA Apr 25, 2011 $84,500
Customer Support Analyst Netcracker Technology Corporation Glenwood, GA Aug 04, 2011 $84,500
Customer Support Analyst Feith Systems and Software, Inc. Fort Washington, PA Oct 01, 2014 $81,585
Customer Support Analyst Labvantage Solutions, Inc. Somerset, NJ Apr 01, 2013 $76,147
Computer Customer Support Analyst Netcracker Technology Corporation Waltham, MA Jun 23, 2011 $75,547
Customer Support Analyst Feith Systems and Software, Inc. Fort Washington, PA Oct 01, 2011 $74,000
Customer Support Analyst Labvantage Solutions, Inc. Somerset, NJ Dec 01, 2011 $73,218
Technical Customer Support Analyst Lumesse, Inc. Austin, TX Jun 24, 2013 $69,846 -
$84,406
Customer Support Analyst Xactly Corporation San Jose, CA Nov 17, 2015 $68,099
Principal Customer Support Analyst Deltek, Inc. Woburn, MA Apr 17, 2011 $67,275
Analyst, Customer Support Bi-Sam Inc. New York, NY Sep 25, 2016 $67,000
Tier 2 Customer Support Analyst Drfirst.Com, Inc. Rockville, MD Jun 09, 2016 $65,000
Customer Support Business Analyst-CS Product Zynga Game Network, Inc. San Francisco, CA Oct 13, 2010 $64,272 -
$80,000
Customer Support Operations Analyst Servicenow, Inc. Santa Clara, CA Jan 09, 2016 $63,303 -
$81,300
Analyst, Production & Customer Success Rapid Ratings International Inc. New York, NY Nov 15, 2012 $60,000
Customer and Organizational Support Analyst Guardium, Inc. Waltham, MA Nov 16, 2009 $60,000
Customer Support Analyst McKesson Corporation Blue Bell, PA Oct 06, 2011 $58,500
Customer Support Analyst Smart Evision International Inc. Naperville, IL Sep 14, 2013 $58,000

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Top Skills for A Customer Support Analyst

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  1. Technical Support
  2. Customer Service
  3. Phone Calls
You can check out examples of real life uses of top skills on resumes here:
  • Provide technical support for aerospace transparencies in maintaining operations and to ensure network infrastructural sustainability.
  • Ensured delivery of high-level customer service, maintaining compliance with policies and procedures, including disaster recovery practices.
  • Received customers' phone calls, answer questions, provide solutions, and respond to concerns and special situations with professionalism.
  • Receive client trouble calls and perform Tier 1 technical support of email, remote access, Microsoft applications, Netscape.
  • Performed technical and systematic revisions, troubleshooting and problem solving, training and reference documents.

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