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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

  • $40,000

    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 Career Paths

Customer Support Specialist
Technical Support Specialist Systems Administrator
Information Technology Manager
7 Yearsyrs
Technical Support Specialist Systems Administrator Consultant
Account Manager
5 Yearsyrs
Technical Support Specialist Field Service Technician
Service Manager
6 Yearsyrs
Specialist Team Leader General Manager
Director Of Sales
10 Yearsyrs
Specialist Team Leader Account Manager
Business Development Manager
9 Yearsyrs
Specialist Consultant Account Manager
Regional Sales Manager
9 Yearsyrs
Support Specialist Team Leader Account Manager
Marketing Manager
5 Yearsyrs
Support Specialist Systems Administrator Project Manager
Senior Account Manager
7 Yearsyrs
Support Specialist Consultant Office Manager
Business Office Manager
7 Yearsyrs
Technical Support Technician Field Service Technician Operations Manager
Territory Manager
7 Yearsyrs
Technical Support Technician Field Service Technician Store Manager
Sales Account Manager
6 Yearsyrs
Technical Support Technician Systems Analyst Operations Manager
Client Services Manager
7 Yearsyrs
Certified Nursing Assistant Legal Assistant Account Executive
Relationship Manager
6 Yearsyrs
Certified Nursing Assistant Administrator Operations Manager
Manager, Assistant Vice President
7 Yearsyrs
Certified Nursing Assistant Administrator Customer Service Manager
Call Center Manager
6 Yearsyrs
Coordinator Administrator Case Manager
Customer Care Manager
7 Yearsyrs
Coordinator Billing Specialist Claims Representative
Senior Representative
5 Yearsyrs
Coordinator Project Coordinator Operations Specialist
Solution Specialist
5 Yearsyrs
Billing Specialist Senior Customer Service Representative Director, Customer Support Services
Manager, Custom Support And Services
7 Yearsyrs
Account Executive Regional Accounts Manager
Customer Account Manager
5 Yearsyrs
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Average Length of Employment
Customer Associate 1.9 years
Top Careers Before Customer Support Specialist
Cashier 12.0%
Internship 3.5%
Manager 2.9%
Server 2.8%
Teller 2.1%
Supervisor 2.0%
Top Careers After Customer Support Specialist
Cashier 8.2%
Manager 3.4%
Specialist 3.0%

Do you work as a Customer Support Specialist?

Average Yearly Salary
$40,000
Show Salaries
$27,000
Min 10%
$40,000
Median 50%
$40,000
Median 50%
$40,000
Median 50%
$40,000
Median 50%
$40,000
Median 50%
$40,000
Median 50%
$40,000
Median 50%
$60,000
Max 90%
Best Paying Company
Nokia
Highest Paying City
San Francisco, CA
Highest Paying State
California
Avg Experience Level
2.4 years
How much does a Customer Support Specialist make at top companies?
The national average salary for a Customer Support Specialist in the United States is $40,864 per year or $20 per hour. Those in the bottom 10 percent make under $27,000 a year, and the top 10 percent make over $60,000.

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

  1. Customer Service
  2. Technical Support
  3. Phone Calls
You can check out examples of real life uses of top skills on resumes here:
  • Received bonuses as a result of building revenues, exceptional customer service, and maintaining operational standards according to management directives.
  • Communicated and collaborated with multiple divisions including billing, technical support, repairs, and management to ensure overall compliance.
  • Answer all corresponding emails/phone calls and creating/maintaining data for production scheduling, while following customer demand.
  • Provided exemplary customer service and established rapport with clients while responding to customer's automotive inquiries by phone and/or email correspondence.
  • Provided physician offices with needed information and guidance on obtaining prior authorizations, helped research for needed contracted facilities and providers.

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Average Salary:

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Top 10 Best States for Customer Support Specialists

  1. Texas
  2. Tennessee
  3. Rhode Island
  4. New Hampshire
  5. Arkansas
  6. Alabama
  7. Maine
  8. Georgia
  9. Massachusetts
  10. Alaska
  • (7,575 jobs)
  • (1,972 jobs)
  • (355 jobs)
  • (680 jobs)
  • (672 jobs)
  • (1,145 jobs)
  • (540 jobs)
  • (2,977 jobs)
  • (2,451 jobs)
  • (188 jobs)

Customer Support Specialist Resume Examples And Tips

The average resume reviewer spends between 5 to 7 seconds looking at a single resume, which leaves the average job applier with roughly six seconds to make a killer first impression. Thanks to this, a single typo or error on your resume can disqualify you right out of the gate. At Zippia, we went through over 16,970 Customer Support Specialist resumes and compiled some information about how best to optimize them. Here are some suggestions based on what we found, divided by the individual sections of the resume itself.

Learn How To Create A Top Notch Customer Support Specialist Resume

View Resume Examples

Customer Support Specialist Demographics

Gender

Female

58.5%

Male

32.8%

Unknown

8.7%
Ethnicity

White

61.5%

Hispanic or Latino

16.5%

Black or African American

11.7%

Asian

6.9%

Unknown

3.4%
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Foreign Languages Spoken

Spanish

60.0%

French

9.8%

German

4.9%

Portuguese

3.5%

Italian

3.1%

Chinese

2.7%

Russian

2.5%

Mandarin

2.2%

Japanese

1.6%

Arabic

1.6%

Hindi

1.4%

Vietnamese

1.4%

Carrier

1.4%

Korean

0.8%

Cantonese

0.8%

Urdu

0.6%

Polish

0.6%

Dutch

0.4%

Armenian

0.4%

Tagalog

0.4%
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Customer Support Specialist Education

Schools

University of Phoenix

30.0%

Strayer University

12.1%

Kaplan University

6.4%

Ashford University

4.9%

Southern New Hampshire University

3.8%

Austin Community College

3.8%

University of Central Florida

3.4%

Arizona State University

3.2%

Ohio State University

3.2%

Liberty University

3.1%

Capella University

3.0%

University of Memphis

2.7%

Lincoln Land Community College

2.7%

Baker College

2.6%

Tulsa Community College

2.6%

American InterContinental University

2.6%

Columbus State Community College

2.5%

Southern Illinois University Carbondale

2.5%

University of North Texas

2.5%

Grand Canyon University

2.5%
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Majors

Business

32.4%

Psychology

5.9%

Communication

5.2%

Health Care Administration

5.1%

Criminal Justice

4.9%

Accounting

4.6%

Computer Science

4.3%

Management

3.8%

General Studies

3.6%

Marketing

3.6%

Computer Information Systems

3.4%

Information Technology

3.3%

Nursing

3.0%

Human Resources Management

2.8%

Liberal Arts

2.8%

Medical Assisting Services

2.7%

Education

2.3%

English

2.3%

Political Science

2.0%

Sociology

2.0%
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Degrees

Bachelors

39.5%

Other

27.0%

Associate

15.9%

Masters

10.1%

Certificate

4.7%

Diploma

1.9%

License

0.6%

Doctorate

0.4%
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