What Does a Customer Support Analyst Do?

A customer support analyst is responsible for assisting customers with their service issues, responding to their inquiries and concerns, and resolving their complaints. Customer support analysts strategize techniques in improving the customer's experience by providing outstanding customer services. They also review quality audits and logs to determine the efficiency and effectiveness of services and modify procedures as needed. A customer support analyst must have excellent communication and organizational skills to look for customer solutions that would highly improve the company's reputation to the market.

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Customer Support Analyst Responsibilities

Here are examples of responsibilities from real customer support analyst resumes representing typical tasks they are likely to perform in their roles.

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.
Edit websites through HTML to ensure clients are happy with their online presence.
Assist merchants in the operation of their terminals and help troubleshoot problems that may occur with the terminals.
Play a key role in the successful, rapid deployment of RightNow CRM and customer knowledge base applications.
Provide desk side technical support and troubleshooting for PC/Mac desktops and laptops, printers and audio visual equipment.
Design interactive web pages using HTML, JSP, CSS, JavaScript and AJAX as per the requirements.
Project management and supervisor of help desk and desktop support personnel for a global oil and gas company.
Act as local point of contact for administration and maintenance of servers, backups and restores routines and network OS software.
Support executive's home business/personal workstations.
Provide desktop support and troubleshooting for organization.

Customer Support Analyst Job Description

When it comes to understanding what a customer support analyst does, you may be wondering, "should I become a customer support analyst?" The data included in this section may help you decide. Compared to other jobs, customer support analysts have a growth rate described as "faster than average" at 10% between the years 2018 - 2028, according to the Bureau of Labor Statistics. In fact, the number of customer support analyst opportunities that are predicted to open up by 2028 is 83,100.

A customer support analyst annual salary averages $65,147, which breaks down to $31.32 an hour. However, customer support analysts can earn anywhere from upwards of $42,000 to $99,000 a year. This means that the top-earning customer support analysts make $49,000 more than the lowest-earning ones.

Once you've become a customer support analyst, you may be curious about what other opportunities are out there. Careers aren't one size fits all. For that reason, we discovered some other jobs that you may find appealing. Some jobs you might find interesting include a help desk analyst, technical support trainer, support, and analyst.

Learn More About Customer Support Analyst Job Descriptions

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5 Customer Support Analyst Resume Examples

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Jennifer Knight Customer Support Analyst Contact Information Colorado Springs, CO (350) 555-3640 jknight@example.com Skills Product Support Community Resources Customer Service OS Order Entry Setup Linux Ensure Accuracy Underwriting Guidelines Support Services Employment History Customer Support Analyst 2020 - Present Time Warner Cable Enterprises Colorado Springs, CO Diagnose equipment remotely to check for hardware and line issues. Determine source of computer problems (hardware, software, user access, etc. Performed speed testing for internet use for customers. Configured customer's leased wireless routers over cable broadband network Configured Internet Protocol (IP) based systems. Technical Support Trainer 2018 - 2020 HP Colorado Springs, CO Provided diagnoses and maintenance for UNIX operating systems. Handled all hardware and software issues related to Compaq Presario computers. Perform server imaging to install and configure Windows Server 2003 OS. Provided advanced service of Linux, Unix, and Windows. Implement effective customer satisfaction strategies by identifying and eliminating the root causes of customer problems. Completed technical training on new equipment as assigned. Service Support Specialist 2013 - 2018 HP Colorado Springs, CO Improved company Revenue Per Call (RPC) by 20-30% monthly through effective and convincing communication with customers. Assist high volume of recipient calls with plan changes and enrollments for The Florida Medicaid Developed a C# based live memory visualize tool for Windows CE. Prepare customer service related correspondence. Education Bachelor's Degree Business 2005 - 2008 Colorado Technical University Colorado Springs, CO


Karen Perry Customer Support Analyst Contact Info Newark, NJ (710) 555-6138 kperry@example.com Skills Complex ProblemsInternetSalesforceEnd UserTroubleshootIssue ResolutionSoftware SupportTechnical AssistancePrintersWindows Employment History Customer Support Analyst 2020 - Present IBM Newark, NJ Manage software and hardware inventory. Managed and tracked hardware inventory. Served as "hands on" backup to server team with access to data center for emergency support. Provide hardware support for HP 4000dn, 5Si, 8000N, 9000, and HP Color LaserJet network printers. Technical Support Professional 2019 - 2020 Pfizer Newark, NJ Coordinate physical reboots and cable changes for network devices such as routers, hubs and switches. Provided infrastructure services and IT project management for the Johnson & Johnson Consumer division. Created set-ups for new computers and printers, hardware needs involving office moves, and upgraded operating systems. Diagnosed, installed, configured, and repaired computer systems. Desktop Support Specialist 2011 - 2013 Pfizer Newark, NJ Performed Data transfers, SharePoint migrations and Bit Locker encryption. Originate and review Procedures Policies and Guidelines (PPG/SOPs) used for the Stability Area daily tasks execution. Develop investigations and product complaint responses within expected time and necessary technical information. Education Master's Degree Computer Engineering 2013 - 2014 New Jersey Institute of Technology Newark, NJ Bachelor's Degree Electrical Engineering 2003 - 2006 New Jersey Institute of Technology Newark, NJ


Karen Perry Customer Support Analyst Newark, NJ (710) 555-6138 kperry@example.com Experience Customer Support Analyst2020 - Present IBM•Newark, NJ Manage software and hardware inventory. Managed and tracked hardware inventory. Served as "hands on" backup to server team with access to data center for emergency support. Provide hardware support for HP 4000dn, 5Si, 8000N, 9000, and HP Color LaserJet network printers. Technical Support Professional2019 - 2020 Pfizer•Newark, NJ Coordinate physical reboots and cable changes for network devices such as routers, hubs and switches. Provided infrastructure services and IT project management for the Johnson & Johnson Consumer division. Created set-ups for new computers and printers, hardware needs involving office moves, and upgraded operating systems. Diagnosed, installed, configured, and repaired computer systems. Desktop Support Specialist2011 - 2013 Pfizer•Newark, NJ Performed Data transfers, SharePoint migrations and Bit Locker encryption. Originate and review Procedures Policies and Guidelines (PPG/SOPs) used for the Stability Area daily tasks execution. Develop investigations and product complaint responses within expected time and necessary technical information. Skills Complex ProblemsInternetSalesforceEnd UserTroubleshootIssue ResolutionSoftware SupportTechnical AssistancePrintersWindows Education Master's Degree Computer Engineering2013 - 2014 New Jersey Institute of Technology•Newark, NJ Bachelor's Degree Electrical Engineering2003 - 2006 New Jersey Institute of Technology•Newark, NJ

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Customer Support Analyst Skills and Personality Traits

We calculated that 18% of Customer Support Analysts are proficient in Customer Service, Customer Support, and Technical Support. They’re also known for soft skills such as Customer-service skills, Listening skills, and Problem-solving skills.

We break down the percentage of Customer Support Analysts that have these skills listed on their resume here:

Customer Service, 18%
Supported Customer Service Manager with operations of department including monitoring of employee standards of behavior, training and annual evaluations.
Customer Support, 13%
Completed extensive training course to become a certified Customer Support Analyst and better understand internal offerings.
Technical Support, 9%
Provided telephone and email technical support services for certified Sage business partners and certified customers of SalesLogix application software.
UI, 5%
Evaluated current and proposed products working closely with IA, visual design, content team, and UI developers.
Technical Troubleshooting, 4%
Handled technical troubleshooting within an enterprise environment and engaged and tracked Priority 1 issues.
Java, 4%
Supported enterprise-reporting software and developed programs in Java for report formatting and generation.

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"customer service," "customer support," and "technical support" aren't the only skills we found customer support analysts list on their resumes. In fact, there's a whole list of customer support analyst responsibilities that we found, including:

The most important skills for a customer support analyst to have in this position are customer-service skills. In this excerpt that we gathered from a customer support analyst resume, you'll understand why: "computer support specialists must be patient and sympathetic" According to resumes we found, customer-service skills can be used by a customer support analyst in order to "focused on customer support and helped implement a customer focused web application storefront solution for policy production and digital distribution. "

Another trait important for fulfilling customer support analyst duties is listening skills. According to a customer support analyst resume, "support workers must be able to understand the problems that their customers are describing and know when to ask questions to clarify the situation." Here's an example of how customer support analysts are able to utilize listening skills: "communicated with customers and provided customer service daily. "

Problem-solving skills is also an important skill for customer support analysts to have. This example of how customer support analysts use this skill comes from a customer support analyst resume, "support workers must identify both simple and complex computer problems, analyze them, and solve them." Read this excerpt from a resume to understand how vital it is to their everyday roles and responsibilities, "provide level ii help desk/customer support, for group catering and banquet software solutions to the global hospitality and entertainment industries. "

A thorough review of lots of resumes revealed to us that "speaking skills" is important to completing customer support analyst responsibilities. This resume example shows just one way customer support analysts use this skill: "support workers must describe the solutions to computer problems in a way that a nontechnical person can understand." Here's an example of how this skill is used from a resume that represents typical customer support analyst tasks: "opened software support cases for french, italian and english-speaking clients. "

Yet another important skill that a customer support analyst must demonstrate is "writing skills." Strong writing skills are useful for preparing instructions and email responses for employees and customers, as well as for real-time web chat interactions. This is clearly demonstrated in this example from a customer support analyst who stated: "performed timely analysis and customer support tasks on an underwriting and production service team for personal market lines of insurance. "

See the full list of customer support analyst skills.

Before becoming a customer support analyst, 62.0% earned their bachelor's degree. When it comes down to graduating with a master's degree, 5.7% customer support analysts went for the extra education. If you're wanting to pursue this career, it may be possible to be successful with a high school degree. In fact, most customer support analysts have a college degree. But about one out of every seven customer support analysts didn't attend college at all.

Those customer support analysts who do attend college, typically earn either business degrees or information technology degrees. Less commonly earned degrees for customer support analysts include computer information systems degrees or computer science degrees.

When you're ready to become a customer support analyst, you might wonder which companies hire customer support analysts. According to our research through customer support analyst resumes, customer support analysts are mostly hired by L3Harris, Livingston International, and Workday. Now is a good time to apply as L3Harris has 47 customer support analysts job openings, and there are 18 at Livingston International and 12 at Workday.

But if you're interested in companies where you might earn a high salary, customer support analysts tend to earn the biggest salaries at SAP, Apple, and Citi. Take SAP for example. The median customer support analyst salary is $126,610. At Apple, customer support analysts earn an average of $122,743, while the average at Citi is $115,379. You should take into consideration how difficult it might be to secure a job with one of these companies.

View more details on customer support analyst salaries across the United States.

Some other companies you might be interested in as a customer support analyst include Blackbaud, Verizon Communications, and JPMorgan Chase & Co. These three companies were found to hire the most customer support analysts from the top 100 U.S. educational institutions.

The industries that customer support analysts fulfill the most roles in are the technology and manufacturing industries. But the highest customer support analyst annual salary is in the technology industry, averaging $79,807. In the telecommunication industry they make $65,055 and average about $62,904 in the health care industry. In conclusion, customer support analysts who work in the technology industry earn a 42.2% higher salary than customer support analysts in the retail industry.

The three companies that hire the most prestigious customer support analysts are:

L3Harris47 Customer Support Analysts Jobs
Livingston International18 Customer Support Analysts Jobs
Workday12 Customer Support Analysts Jobs

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What Help Desk Analysts Do

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. Help Desk Analysts usually communicate with end-users through phone calls or e-mail and are required to attend on customers technical issues promptly. Depending on the expertise, the Help Desk Analysts are often categorized to support levels wherein the most complex issues are often handle by the highest tier. The Help Desk Analysts must have critical-thinking skills on solving network problems and document specific concerns and progress.

We looked at the average customer support analyst annual salary and compared it with the average of a help desk analyst. Generally speaking, help desk analysts receive $27,829 lower pay than customer support analysts per year.

Even though customer support analysts and help desk analysts have vast differences in their careers, a few of the skills required to do both jobs are similar. For example, both careers require customer service, customer support, and technical support in the day-to-day roles.

As far as similarities go, this is where it ends because a customer support analyst responsibility requires skills such as "ui," "java," "apex," and "crm." Whereas a help desk analyst is skilled in "help desk," "os," "remedy," and "network printers." So if you're looking for what truly separates the two careers, you've found it.

Help desk analysts receive the highest salaries in the government industry coming in with an average yearly salary of $42,262. But customer support analysts are paid more in the technology industry with an average salary of $79,807.

Help desk analysts tend to reach similar levels of education than customer support analysts. In fact, help desk analysts are 1.6% less likely to graduate with a Master's Degree and 0.0% less likely to have a Doctoral Degree.

What Are The Duties Of a 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. Furthermore, as a trainer, it is essential to lead and encourage trainees to achieve their goals, all while implementing and emphasizing the company's policies and regulations.

The next role we're going to look at is the technical support trainer profession. Typically, this position earns a lower pay. In fact, they earn a $19,425 lower salary than customer support analysts per year.

A similarity between the two careers of customer support analysts and technical support trainers are a few of the skills associated with both roles. We used resumes from both professions to find that both use skills like "customer service," "customer support," and "technical support. "

In addition to the difference in salary, there are some other key differences that are worth noting. For example, customer support analyst responsibilities are more likely to require skills like "ui," "apex," "salesforce," and "desk support." Meanwhile, a technical support trainer might be skilled in areas such as "product support," "sql," "tcp ip," and "post implementation." These differences highlight just how different the day-to-day in each role looks.

On average, technical support trainers earn a lower salary than customer support analysts. There are industries that support higher salaries in each profession respectively. Interestingly enough, technical support trainers earn the most pay in the technology industry with an average salary of $44,355. Whereas, customer support analysts have higher paychecks in the technology industry where they earn an average of $79,807.

When it comes to the differences in education between the two professions, technical support trainers tend to reach similar levels of education than customer support analysts. In fact, they're 1.0% more likely to graduate with a Master's Degree and 0.0% more likely to earn a Doctoral Degree.

How a Support Compares

A support employee is responsible for assisting the business operations and responding to customers' inquiries and concerns regarding its goods and services. Support logs all customers' interaction and escalates potential complaints to the appropriate department. They also help with implementing strategic procedures to improve operations and reach maximum productivity. A support employee must have excellent communication and customer service skills, ensuring clients' satisfaction with the services and maintain good feedback to boost the company's brand, attract more clients, and increase revenues.

Let's now take a look at the support profession. On average, these workers make lower salaries than customer support analysts with a $28,920 difference per year.

While looking through the resumes of several customer support analysts and supports we discovered that both professions have similar skills. These similarities include skills such as "customer service," "technical troubleshooting," and "customer inquiries," but they differ when it comes to other required skills.

Some important key differences between the two careers are a few of the skills necessary to fulfill responsibilities. Some examples from customer support analyst resumes include skills like "customer support," "technical support," "ui," and "java," whereas a support might be skilled in "cash management," "hr," "inventory control," and "ladders. "

Additionally, supports earn a higher salary in the professional industry compared to other industries. In this industry, they receive an average salary of $50,563. Additionally, customer support analysts earn an average salary of $79,807 in the technology industry.

Supports are known to earn similar educational levels when compared to customer support analysts. Additionally, they're 0.0% more likely to graduate with a Master's Degree, and 0.2% more likely to earn a Doctoral Degree.

Description Of an Analyst

Analysts are employees or individual contributors with a vast experience in a particular field that help the organization address challenges. They help the organization improve processes, policies, and other operations protocol by studying the current processes in place and determining the effectiveness of those processes. They also research industry trends and data to make sound inferences and recommendations on what the company should do to improve their numbers. Analysts recommend business solutions and often help the organization roll out these solutions. They ensure that the proposed action plans are effective and produce the desired results.

Analysts tend to earn a higher pay than customer support analysts by about $7,860 per year.

While their salaries may vary, customer support analysts and analysts both use similar skills to perform their jobs. Resumes from both professions include skills like "customer service," "java," and "troubleshoot. "

While some skills are shared by these professions, there are some differences to note. "customer support," "technical support," "ui," and "technical troubleshooting" are skills that have shown up on customer support analysts resumes. Additionally, analyst uses skills like data analysis, project management, digital transformation, and data entry on their resumes.

Now, let's take a closer look at the financials in each career. The technology industry tends to pay more for analysts with an average of $79,330. While the highest customer support analyst annual salary comes from the technology industry.

The average resume of analysts showed that they earn higher levels of education to customer support analysts. So much so that the likelihood of them earning a Master's Degree is 6.9% more. Additionally, they're more likely to earn a Doctoral Degree by 1.0%.

Updated October 2, 2020