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Become A Customer Support Technician

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Working As A Customer Support Technician

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Updating and Using Relevant Knowledge
  • Communicating with Supervisors, Peers, or Subordinates
  • $48,620

    Average Salary

What Does A Customer Support Technician Do At Caci International

* Provide System Administration Services and training to fleet customers operating NTCSS and NTCSS in a Virtual Environment
* Provide System Administration Services and training to fleet customers operating OOMA and OOMA in a Virtual Environment
* Perform data analysis, as well as, troubleshoot and correct application-created data anomalies and corrupt database tables for NTCSS sites.
* Have a working knowledge of Remedy and the SPAWARSYSCEN Information Technology Service Management tool used in the tracking of all software related trouble reports, change proposals and fleet assistance request actions.
* Provide advanced technical support and administration of systems including but not limited to VMWARE ESX Server, LINUX, UNIX, and Windows environments.
* Administer and configure all versions of VMware virtual software and infrastructure.
* Works Closely with senior computer specialists to ensure customer satisfaction.
* Demonstrate a solid understanding of networking protocols TCP/IP, DNS, SFTP, HTTP, SSH.
* Ability to perform systems testing, compatibility testing and functional testing for new releases, upgrades, and security (IAVA) updates to the NTCSS & OOMA systems
* Demonstrate a working knowledge with various storage technologies such as SAN, NAS, RAID.
* Create and modify technical documentation

What Does A Customer Support Technician Do At Comcast

* Partners with Quality specialists from other Comcast regions to discuss Quality program areas of interest and drive consistency for measuring agent performance.
* Partners with peer supervisory groups on the floor to calibrate on Quality call monitoring and share best practices for handling customer interactions.
* Core Responsibilities:
* Provides guidance and/or assistance to Customer Account Executives (CAEs) in resolving difficult subscriber questions or problems concerning Comcast high speed internet.
* Monitors employee performance, reviews and coaches to ensure accuracy.
* Ensures competence of CAEs through training and development, appraisal and motivation techniques.
* Establishes and maintains personnel files as required.
* Ensures retention, customer service quality, adherence and accuracy goals are met.
* Provides feedback, coaching and disciplinary action to employees, or effectively recommends such actions, to help improve employee performance.
* Displays strong written/oral communication and leadership skills.
* Demonstrates familiarity with www, internet, email, TCP/IP, OS, networking and routers to troubleshoot hardware/software configurations.
* Collects, compiles, and analyzes data to identify trends from statistical analysis and makes recommendations to management for improving Customer Service.
* Conducts real-time phone monitoring and coaching to billing CAEs in order to maintain required service level; provides immediate feedback to associates to increase productivity levels.
* Consistent exercise of independent judgment and discretion in matters of significance.
* Regular, consistent and punctual attendance.
* Must be able to work nights and weekends, variable schedule(s) as necessary.
* Other duties and responsibilities as assigned.
* Job Specification:
* Bachelors Degree or Equivalent

What Does A Customer Support Technician Do At Kelly Services

* Communicates varied technical solutions to customers via multiple channels using effective communication, listening and comprehension skills; diffuses angry customers.
* Fully documents customer interactions in real-time; may author content for review.
* Solves problems in a timely manner using full understanding of the product functions and features and customer environment.
* Analyzes and corrects product issues/ malfunctions with intermittent supervision on day-to-day work and general supervision on new assignments.
* Works on a full range of problems of moderate scope that require selection and/or modification of existing procedures and processes.
* Manages multiple tickets related a spectrum of technical problems.
* Collaborates with fellow technicians, engineers and supervisor including the customer's to solve complex problem

What Does A Customer Support Technician Do At ASRC Federal Holding Company

* Responsible for providing 24/7/365 telephone or e-mail response to calls from remote users responding to general application inquiries, specific questions concerning the Global Broadcast Services (GBS) support equipment and reporting incidents and managing problems through resolution.
* Answer calls and respond to emails
* Handle customer inquiries both telephonically and by email
* Research required information using available resources
* Manage and resolve customer outages, requests and issues
* Provide customers with product, service and overall support information
* Act as the first line of troubleshooting involving incidents and problems for the Receive Broadcast Manager (RBM) equipment suite.
* Perform basic satellite management services, provide initial maintenance of software and network services recording and tracking all shift activities through the Master Station Log (MSL).
* Log all calls providing customers with product and service information supporting initial triage activities and identifying and escalating priority issues providing a warm handoff capability as required monitoring the various service levels and providing callback or escalation of open Remedy trouble tickets.
* The Broadcast Analyst handles all Remedy tickets to closure reporting to the U
* S. Air Force customer of the initial and final disposition status including the time taken to resolve each issue
* Assist in providing network engineering analysis of broadcast bandwidth requirements and distribution paths from source to remote field agents that utilize the GBS broadcasts

What Does A Customer Support Technician Do At Randstad

* Manages mobile device inventory, ensuring returned devices are wiped (factory reset) and correctly recorded into our inventory.
* Provides guidance, assistance, coordination and follow up on client questions, problems or malfunctions of all systems applications, hardware and software installed or maintained by IT.
* Responds to client staff's inquiries concerning support, processing or request procedures, systems status and network connectivity, and a variety of hardware and software problems of all installed application hardware and software products supported by IT.
* Records inquiries, repair and service requests, resolves or directs requests to appropriate technical area or vendor, tracks status and follows up to ensure client satisfaction.
* Escalates to or consults with senior staff when solution is unclear.
* Reports problems with procedures and makes suggestions for improvements.
* Receives direct supervision.
*

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How To Become A Customer Support Technician

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 Technician jobs

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Real Customer Support Technician Salaries

Job Title Company Location Start Date Salary
Customer Technical Support Alcatel-Lucent USA Inc. Naperville, IL Aug 14, 2011 $100,400
Internal Customer Technical Support Oracle America, Inc. Edison, NJ Nov 20, 2015 $82,440 -
$98,125
Customer Support Technician Metasystems Group, Inc. Newton, MA Aug 22, 2015 $76,211 -
$93,725
Customer Support Technician Metasystems Group, Inc. Newton, MA Feb 17, 2016 $76,211 -
$79,900
Customer Technical Support ASEV Dispaly Labs. Irvine, CA Jun 12, 2008 $74,089
Customer Support Technician Metasystems Group, Inc. Newton, MA Sep 29, 2016 $74,048 -
$91,104
Customer Support Technical Lead Workshare Technology, Inc. San Francisco, CA Feb 26, 2012 $73,375
Customer Support Technical Lead Workshare Technology, Inc. San Francisco, CA Oct 01, 2009 $73,375
Customer Support Technician Metasystems Group, Inc. Waltham, MA Dec 19, 2011 $47,000 -
$67,000
Customer Support Technician Metasystems Group, Inc. Waltham, MA Aug 22, 2012 $47,000 -
$67,000

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Top Skills for A Customer Support Technician

TechnicalSupportComputerHardwareCustomerServiceSkillsCustomerSupportInternetTroubleShootingEmailSupportTelephonePhoneCallsRemoteAccessDataEntryTechnicalIssuesWebCustomerIssuesEnsureCustomerSatisfactionSetupSoftwareIssuesMacCustomerInquiriesPhoneSupport

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Top Customer Support Technician Skills

  1. Technical Support
  2. Computer Hardware
  3. Customer Service Skills
You can check out examples of real life uses of top skills on resumes here:
  • Recruited to perform customer and technical support; for Indian Casinos in the United States, and Mexico.
  • Acted as primary contact for computer hardware and software problems, as well as network emergencies.
  • Remain informed and trained in current technology and demonstrated excellent customer service skills.
  • Provided timely and courteous customer support to external patrons, resolving technical and administrative issues.
  • Work from home position providing technical support for internet and telephone customers: Selling products and solutions to improve customer experiences.

Top Customer Support Technician Employers

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