How to hire a customer support analyst

How to hire a customer support analyst, step by step

Here's a step-by-step customer support analyst hiring guide:

• Step 1: Identify your hiring needs
• Step 2: Create an ideal candidate profile
• Step 3: Make a budget
• Step 4: Write a customer support analyst job description
• Step 5: Post your job
• Step 6: Interview candidates
• Step 7: Send a job offer and onboard your new customer support analyst
• Step 8: Go through the hiring process checklist

What does a customer support analyst do?

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1. Identify your hiring needs

   Before you start hiring a customer support analyst, identify what type of worker you actually need. Certain positions might call for a full-time employee, while others can be done by a part-time worker or contractor.

   Determine employee vs contractor status

   Is the person you're thinking of hiring a US citizen or green card holder?

   Yes

   No

   You should also consider the ideal background you'd like them a customer support analyst to have before you start to hire. For example, what industry or field would you like them to have experience in, what level of seniority or education does the job require, and how much it'll cost to hire a customer support analyst that fits the bill.

   This list presents customer support analyst salaries for various positions.

   Type of Customer Support Analyst	Description	Hourly rate
   Customer Support Analyst	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... Show more	$20-47
   Help Desk Analyst	Help Desk Analysts generally provide technical support by assisting customers with their system issues. These analysts are expected to be highly knowledgeable about application processes and basic troubleshooting... Show more	$12-25
   Technical Support Trainer	A technical support trainer specializes in creating training programs meant to mold workers into becoming valuable members of a company workforce. Their responsibilities revolve around identifying the trainees' needs, providing written and verbal instructions, addressing and resolving inquiries and concerns, conducting skills assessments, managing schedules, monitoring attendance and performance, and providing consultations to trainees... Show more	$12-39

   Show more

2. Create an ideal candidate profile

   Common skills:

   • Customer Service
   • Customer Support
   • Technical Support
   • UI
   • Technical Troubleshooting
   • Java
   • Troubleshoot
   • Apex
   • CRM
   • Phone Calls
   • Customer Inquiries
   • Salesforce
   • Strong Problem-Solving
   • Software Applications

   Check all skills

   Responsibilities:

   • Modify and manage SharePoint portals and document management.
   • Construct Sharepoint solutions to manage work requests and track productivity.
   • Manage customer expectations through use of negotiation, persuasion, diplomacy and clear communication.
   • Document all work and resolve customer inquiries utilizing on-line knowledge base, technical knowledge and on-line CRM system.
   • Record AFL substation project win/ loss worldwide using Salesforce software daily.
   • Design and generate SalesForce and RightNow reports on incident type and frequency.

   More customer support analyst duties

3. Make a budget

   Including a salary range in your customer support analyst job description is one of the best ways to attract top talent. A customer support analyst can vary based on:

   • Location. For example, customer support analysts' average salary in alaska is 52% less than in new jersey.
   • Seniority. Entry-level customer support analysts 58% less than senior-level customer support analysts.
   • Certifications. A customer support analyst with certifications usually earns a higher salary.
   • Company. Working for an established firm or a new start-up company can make a big difference in a customer support analyst's salary.

   Average customer support analyst salary

   $65,147yearly

   $31.32 hourly rate

   ---

   Entry-level customer support analyst salary

   $42,000 yearly salary

   Updated December 21, 2025

   Average customer support analyst salary by state

   Rank	State	Avg. salary	Hourly rate
   1	California	$86,521	$42
   2	Pennsylvania	$81,833	$39
   3	Massachusetts	$78,810	$38
   4	New York	$74,055	$36
   5	Maryland	$71,314	$34
   6	Washington	$66,820	$32
   7	Arizona	$64,513	$31
   8	Arkansas	$61,017	$29
   9	Virginia	$60,180	$29
   10	Texas	$57,757	$28
   11	Illinois	$57,361	$28
   12	Nebraska	$55,974	$27
   13	Ohio	$55,701	$27
   14	Michigan	$55,081	$26
   15	Utah	$54,118	$26
   16	Oklahoma	$53,684	$26
   17	North Carolina	$52,880	$25
   18	Kentucky	$52,555	$25
   19	Georgia	$50,961	$25
   20	Florida	$50,868	$24

   Average customer support analyst salary by company

   Company

   Rank	Company	Average salary	Hourly rate	Job openings
   1	SAP	$126,610	$60.87	7
   2	Apple	$122,743	$59.01	9
   3	Citi	$115,379	$55.47	17
   4	Micron Technology	$110,329	$53.04	2
   5	Intel	$109,905	$52.84	4
   6	HP	$105,590	$50.76	9
   7	Vista Equity Partners	$105,096	$50.53
   8	ServiceNow	$104,246	$50.12	5
   9	Verint	$96,710	$46.50
   10	Square	$96,595	$46.44
   11	E2open	$96,417	$46.35
   12	Motorola Solutions	$95,873	$46.09	40
   13	Workday	$95,479	$45.90
   14	Netcracker	$93,513	$44.96
   15	American Eagle Outfitters	$91,854	$44.16
   16	Triumph Group	$91,036	$43.77	1
   17	Vertafore	$90,567	$43.54
   18	Oracle	$90,341	$43.43	529
   19	SAIC	$90,309	$43.42	71
   20	The AES	$90,283	$43.41	8

4. Writing a customer support analyst job description

   A customer support analyst job description should include a summary of the role, required skills, and a list of responsibilities. It's also good to include a salary range and the first name of the hiring manager. Below, you can find an example of a customer support analyst job description:

   Customer support analyst job description example

   DXC Technology (NYSE: DXC) helps global companies run their mission critical systems and operations while modernizing IT, optimizing data architectures, and ensuring security and scalability across public, private and hybrid clouds. The world's largest companies and public sector organizations trust DXC to deploy services across the Enterprise Technology Stack to drive new levels of performance, competitiveness, and customer experience. Learn more about how we deliver excellence for our customers and colleagues at DXC.com.Essential Job FunctionsAnswers telephones and responds to basic customer questions and/or forwards call to appropriate personnel.Records call on account history record with results of the inquiry; initiates required confirmation without direct supervision. Researches customer inquiries and responds to appropriate parties in a timely manner.Processes customer requests by sending faxes, returning telephone messages, sending mail documents, or using other related communication.Processes calls in a manner that ensures service level agreements (SLAs) are met or exceeded. Records calls, processes requests and updates account history with results of inquiry to include proper documentation.Processes and distributes incoming and outgoing mail for multiple clients in accordance with established service level agreements.Performs data entry and matches documents to appropriate accounts to ensure up to date and accurate information.Interfaces with team members, management, and customers in reference to customer service issues.Reviews client reports on a weekly basis to ensure data integrity; prepares and submits report to management.Reviews and recommends modifications to procedures and workflow as necessary to ensure efficient and effective processing of transactions.Basic QualificationsHigh school diploma or G.E.D.Two or more years of customer service or other telephone experience Experience working with organizational functions and personnel Experience working with fax machines, computer software, and telephone technology Experience working with and skilled in the use of help desk software Other QualificationsBusiness and analytical problem solving skills Communication skills Ability to work independently Ability to follow oral and written directions
   If you are an applicant from the United States, Guam, or Puerto Rico
   
   DXC Technology is an Equal Opportunity/Affirmative Action employer. All qualified candidates will receive consideration for employment without regard to disability, protected veteran status, race, color, religious creed, national origin, citizenship, marital status, sex, sexual orientation/gender identity, age or genetic information. DXC's commitment to diversity and inclusive selection practices includes ensuring qualified long-term unemployed job seekers receive equal consideration for employment. View postings below.
   
   We participate in E-Verify. In addition to the posters already identified, DXC provides access to prospective employees for the Federal Minimum Wage Poster, Federal Polygraph Protection Act Poster as well as any state or locality specific applicant posters. To access the postings in the link below, select your state to view all applicable federal, state and locality postings. Postings are available in English, and in Spanish, where required. View postings below.
   
   Postings link
   
   Disability Accommodations
   
   If you are an individual with a disability, a disabled veteran, or a wounded warrior and you are unable or limited in your ability to access or use this site as a result of your disability, you may request a reasonable accommodation by contacting us via email.
   
   Please note: DXC will respond only to requests for accommodations due to a disability.

   Copy this example

   

5. Post your job

   There are various strategies that you can use to find the right customer support analyst for your business:

   • Consider promoting from within or recruiting from your existing workforce.
   • Ask for referrals from friends, family members, and current employees.
   • Attend job fairs at local colleges to find candidates who meet your education requirements.
   • Use social media platforms like LinkedIn, Facebook, and Twitter to reach potential job candidates.

   To find customer support analyst candidates, you can consider the following options:

   • Post your job opening on Zippia or other job search websites.
   • Use niche websites that focus on engineering and technology jobs, such as dice, engineering.com, stack overflow, it job pro.
   • Post your job on free job posting websites.

6. Interview candidates

   Your first interview with customer support analyst candidates should focus on their interest in the role and background experience. As the hiring process goes on, you can learn more about how they'd fit into the company culture in later rounds of interviews.

   It's also good to ask about candidates' unique skills and talents. You can move on to the technical interview if a candidate is good enough for the next step.

   Sometimes, it's not enough to interview customer support analyst candidates, so you can ask them to do a test project. If you are not a technical person and don't know what a test project should be, you can use these websites:

   • TestDome
   • CodeSignal
   • Testlify
   • BarRaiser
   • Coderbyte

   The right interview questions can help you assess a candidate's hard skills, behavioral intelligence, and soft skills.

7. Send a job offer and onboard your new customer support analyst

   Once you've selected the best customer support analyst candidate for the job, it's time to write an offer letter. In addition to salary, this letter should include details about the benefits and perks you offer the candidate. Ensuring that your offer is competitive is essential, as qualified candidates may be considering other job opportunities. The candidate may wish to negotiate the terms of the offer, and you should be open to discussion. After you reach an agreement, the final step is formalizing the agreement with a contract.

   It's equally important to follow up with applicants who don't get the job with an email letting them know that the position has been filled.

   Once that's done, you can draft an onboarding schedule for the new customer support analyst. Human Resources should complete Employee Action Forms and ensure that onboarding paperwork is completed, including I-9s, benefits enrollment, federal and state tax forms, etc. They should also ensure that new employee files are created for internal recordkeeping.

8. Go through the hiring process checklist

   • Determine employee type (full-time, part-time, contractor, etc.)
   • Submit a job requisition form to the HR department
   • Define job responsibilities and requirements
   • Establish budget and timeline
   • Determine hiring decision makers for the role
   • Write job description
   • Post job on job boards, company website, etc.
   • Promote the job internally
   • Process applications through applicant tracking system
   • Review resumes and cover letters
   • Shortlist candidates for screening
   • Hold phone/virtual interview screening with first round of candidates
   • Conduct in-person interviews with top candidates from first round
   • Score candidates based on weighted criteria (e.g., experience, education, background, cultural fit, skill set, etc.)
   • Conduct background checks on top candidates
   • Check references of top candidates
   • Consult with HR and hiring decision makers on job offer specifics
   • Extend offer to top candidate(s)
   • Receive formal job offer acceptance and signed employment contract
   • Inform other candidates that the position has been filled
   • Set and communicate onboarding schedule to new hire(s)
   • Complete new hire paperwork (i9, benefits enrollment, tax forms, etc.)

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How much does it cost to hire a customer support analyst?