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Become A Customer Support Specialist

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Working As A Customer Support Specialist

  • Getting Information
  • Interacting With Computers
  • Communicating with Persons Outside Organization
  • Communicating with Supervisors, Peers, or Subordinates
  • Establishing and Maintaining Interpersonal Relationships
  • Deal with People

  • Mostly Sitting

  • Repetitive

  • $31,720

    Average Salary

What Does A Customer Support Specialist Do

Customer service representatives interact with customers to handle complaints, process orders, and provide information about an organization’s products and services.

Duties

Customer service representatives typically do the following:

  • Listen to customers’ questions and concerns, and provide answers or responses
  • Provide information about products and services
  • Take orders, calculate charges, and process billing or payments
  • Review or make changes to customer accounts
  • Handle returns or complaints
  • Record details of customer contacts and actions taken
  • Refer customers to supervisors or more experienced employees

Customer service representatives answer questions or requests from customers or the public. They typically provide services by phone, but some also interact with customers face to face, by email, or live chat.

The specific duties of customer service representatives vary by industry. For example, representatives who work in banks may answer customers’ questions about their accounts. Representatives who work for utility and communication companies may help customers with service problems, such as outages. Those who work in retail stores often handle returns, process refunds, and help customers locate items. Some representatives make changes to customers’ accounts, such as updating addresses or canceling orders. Although selling is not their main job, some representatives may help generate sales while providing information about a product or service.

Customer service representatives typically use a telephone, computer, and other office equipment. For example, representatives who work in call centers answer phone calls and use computers to review and select standard responses from a list of options. Those employed in retail stores use registers to process returns or orders.

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How To Become A Customer Support Specialist

Customer service representatives typically need a high school diploma and receive on-the-job training to learn the specific skills needed for the job. They should be good at communicating and interacting with people and have some experience using computers.

Education

Customer service representatives typically need a high school diploma.

Training

Customer service representatives usually receive short-term on-the-job training, lasting 2 to 3 weeks. Those who work in finance and insurance may need several months of training to learn more complicated financial regulations.

General customer-service training may focus on procedures for answering questions, information about a company’s products and services, and computer and telephone use. Trainees often work under the guidance of an experienced worker for the first few weeks of employment.

In certain industries, such as finance and insurance, customer service representatives must remain current with changing regulations.

Licenses, Certifications, and Registrations

Customer service representatives who provide information about finance and insurance may need a state license. Although licensing requirements vary by state, they usually include passing a written exam. Some employers and organizations may provide training for these exams.

Important Qualities

Communication skills. Customer service representatives must be able to provide information in writing, by phone, or in person so that customers can understand them.

Customer-service skills. Representatives help companies retain customers by answering their questions and complaints in a helpful and professional manner.

Interpersonal skills. Representatives should be able to create positive interactions with customers.

Listening skills. Representatives must listen carefully and understand a customer’s situation in order to assist them.

Patience. Representatives should be patient and polite, especially when interacting with dissatisfied customers.

Problem-solving skills. Representatives must determine solutions to a customer’s problem. By resolving issues effectively, representatives contribute to customer loyalty and retention.

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Customer Support Specialist jobs

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Customer Support Specialist Career Paths

Customer Support Specialist
Project Manager Program Manager General Manager
Account Manager
5 Yearsyrs
Account Executive Sales Consultant Service Advisor
Assistant Service Manager
6 Yearsyrs
Business Analyst Assistant Vice President Office Manager
Billing Manager
7 Yearsyrs
Account Executive Personal Banker Call Center Representative
Call Center Manager
6 Yearsyrs
Business Analyst Finance Manager Account Manager
Client Services Manager
7 Yearsyrs
Collections Specialist Customer Care Representative Customer Account Representative
Customer Account Manager
5 Yearsyrs
Accounts Receivable Specialist Home Health Aid Customer Care Representative
Customer Care Supervisor
5 Yearsyrs
Delivery Driver Service Writer Assistant Service Manager
Customer Relations Manager
5 Yearsyrs
Technical Support Specialist Systems Administrator
Information Technology Manager
8 Yearsyrs
Systems Administrator Operations Manager Sales Consultant
Internet Sales Manager
6 Yearsyrs
Technical Support Technician Technician Service Manager
Office Manager
5 Yearsyrs
Technical Support Specialist Business Analyst Quality Assurance Lead
Quality Assurance Manager
9 Yearsyrs
Technical Support Technician Specialist Account Manager
Sales Account Manager
6 Yearsyrs
Support Specialist Systems Administrator Operations Manager
Senior Account Manager
7 Yearsyrs
Accounts Receivable Specialist Property Manager Customer Care Representative
Senior Representative
5 Yearsyrs
Technician Service Technician Service Supervisor
Service Lead
5 Yearsyrs
Support Specialist Network Administrator Lead Technician
Service Manager
7 Yearsyrs
Project Manager Construction Manager Operations Manager
Site Manager
7 Yearsyrs
Technician Technical Support Specialist Support Supervisor
Support Manager
6 Yearsyrs
Systems Administrator Infrastructure Analyst Technical Support Specialist
Support Supervisor
5 Yearsyrs
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Average Length of Employment
Customer Liaison 3.1 years
Account Specialist 2.7 years
Service Specialist 2.7 years
Customs Consultant 2.6 years
Center Specialist 2.6 years
Specialist 2.5 years
Support Specialist 2.3 years
Service Associate 2.1 years
Agent 2.1 years
Representative 2.1 years
Customer Agent 2.0 years
Support Agent 1.9 years
Customer Assistant 1.9 years
Customer Advisor 1.9 years
Customer Associate 1.8 years
Home Agent 1.7 years
Contact Agent 1.4 years
Call Agent 1.0 years
Top Employers Before
Cashier 7.3%
Internship 3.6%
Manager 3.1%
Server 2.2%
Teller 2.0%
Top Employers After
Cashier 3.9%
Manager 3.8%
Specialist 2.8%

Customer Support Specialist Demographics

Gender

Female

62.6%

Male

35.5%

Unknown

1.9%
Ethnicity

White

80.1%

Hispanic or Latino

10.9%

Asian

6.8%

Unknown

1.6%

Black or African American

0.6%
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Languages Spoken

Spanish

56.1%

French

9.6%

Portuguese

4.8%

German

4.8%

Italian

3.3%

Chinese

3.0%

Russian

2.7%

Mandarin

2.4%

Hindi

2.1%

Vietnamese

2.1%

Carrier

1.8%

Arabic

1.8%

Japanese

1.5%

Urdu

0.9%

Dutch

0.6%

Korean

0.6%

Armenian

0.6%

Cantonese

0.6%

Polish

0.6%

Swedish

0.3%
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Customer Support Specialist Education

Schools

University of Phoenix

26.5%

Strayer University

11.9%

Kaplan University

5.7%

Ashford University

5.3%

Southern New Hampshire University

5.0%

Liberty University

4.3%

Austin Community College

3.3%

Tulsa Community College

3.3%

Capella University

3.3%

Columbus State Community College

3.2%

University of North Texas

3.2%

Ohio State University

3.2%

American InterContinental University

2.9%

Grand Canyon University

2.9%

University of Memphis

2.9%

Southern Illinois University Carbondale

2.8%

Indiana Wesleyan University

2.6%

Jackson State University

2.6%

University of Nebraska at Omaha

2.6%

Northeastern University

2.6%
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Majors

Business

32.8%

Psychology

5.7%

Computer Science

5.2%

Communication

5.1%

Health Care Administration

4.7%

Accounting

4.3%

Management

4.2%

Criminal Justice

4.2%

Marketing

3.8%

General Studies

3.7%

Computer Information Systems

3.5%

Information Technology

3.5%

Human Resources Management

3.0%

Nursing

2.7%

Liberal Arts

2.5%

Education

2.4%

Medical Assisting Services

2.4%

English

2.2%

Finance

2.1%

Sociology

2.0%
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Degrees

Bachelors

39.8%

Other

27.7%

Associate

14.4%

Masters

10.8%

Certificate

4.9%

Diploma

1.6%

License

0.5%

Doctorate

0.3%
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Job type you want
Full Time
Part Time
Internship
Temporary

Real Customer Support Specialist Salaries

Job Title Company Location Start Date Salary
Customer Support Specialist Entrion, Inc. Houston, TX Jan 15, 2012 $110,000
Customer Support Specialist Rockwell Automation, Inc. Houston, TX Sep 04, 2011 $91,855
Customer Support Specialist Rockwell Automation, Inc. WI Sep 04, 2011 $91,855
Customer Support Specialist Rockwell Automation, Inc. Houston, TX Sep 11, 2011 $91,855
Customer Support Specialist Rockwell Automation, Inc. Houston, TX Sep 03, 2011 $83,066
Customer Support Specialists Cisco Systems, Inc. San Jose, CA Jan 28, 2010 $82,980
Specialist, Customer Support Management Vestas-American Wind Technology, Inc. Portland, OR Aug 05, 2013 $75,000 -
$95,000
Software Customer Support Specialist Commercial Legal Software, Inc. Montville, NJ Sep 30, 2011 $71,648
Lead Customer Support Specialist Livefyre Inc. San Francisco, CA Jan 02, 2015 $65,000
Customer Support Specialist GE Fanuc Intelligent Platforms, Inc. Albany, NY Dec 18, 2009 $65,000 -
$75,000
Customer Support Specialist Cummins Emission Solutions Inc. Columbus, IN Jun 01, 2014 $64,272 -
$80,600
Customer Support Specialist Plexus Systems Corporation Dallas, TX Jan 19, 2010 $61,803
Customer Support Specialist Cummins Emission Solutions Inc. Columbus, IN Jun 01, 2011 $59,301 -
$63,200
Customer Support Specialist Sap Labs, LLC Reston, VA Nov 01, 2010 $56,700 -
$93,500
Customer Support Specialist Teoco Corporation Fairfax, VA Aug 30, 2010 $53,400
Customer Support Specialist BYD America Corp Arlington Heights, IL Jan 06, 2015 $53,248 -
$56,248
Warranty & Customer Support Specialist Navistar, Inc. Lisle, IL Aug 15, 2013 $47,362 -
$61,999
Customer Support Specialist Socrata, Inc. Seattle, WA Sep 09, 2014 $47,000 -
$60,000

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Top Skills for A Customer Support Specialist

CustomerServiceSkillsCustomerSupportEmailTechnicalSupportProvidersEnsureCustomerSatisfactionCustomerAdvocatePhoneCallsInboundCallsTroubleshootCustomerInquiriesDataEntryInternalDepartmentsWindowsCustomerComplaintsCustomerCallsTechnicalIssuesCustomerAccountsHighVolumeOutboundCalls

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Top Customer Support Specialist Skills

  1. Customer Service Skills
  2. Customer Support
  3. Email
You can check out examples of real life uses of top skills on resumes here:
  • Used customer service skills to efficiently answer questions, satisfy sometimes confused/angry members, and preserve their membership with AAA.
  • Refer problem issues to Client Service Managers or Customer Support Manager as necessary.
  • Answer all customer calls, emails, return messages.
  • Provided technical support to customers of Bright House Networks cable Internet connections.
  • Communicated eligibility information with health care providers in order for customers to seek medical treatment.

Top Customer Support Specialist Employers