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The differences between customer support technicians and customer support analysts can be seen in a few details. Each job has different responsibilities and duties. It typically takes 1-2 years to become both a customer support technician and a customer support analyst. Additionally, a customer support analyst has an average salary of $65,147, which is higher than the $36,361 average annual salary of a customer support technician.
The top three skills for a customer support technician include customer service, customer support and SQL. The most important skills for a customer support analyst are customer service, customer support, and technical support.
| Customer Support Technician | Customer Support Analyst | |
| Yearly salary | $36,361 | $65,147 |
| Hourly rate | $17.48 | $31.32 |
| Growth rate | 10% | 10% |
| Number of jobs | 117,102 | 116,811 |
| Job satisfaction | - | - |
| Most common degree | Bachelor's Degree, 46% | Bachelor's Degree, 62% |
| Average age | 42 | 42 |
| Years of experience | 2 | 2 |
A customer support technician is responsible for resolving customer complaints with their network issues through remote communication, providing the customers with a step-by-step procedure to fix their systems. Customer support technicians assist the customers in setting up their programs and applications, guiding them with the instructional manuals, and responding to the inquiries and concerns they have. They also escalate high-level complaints to the immediate supervisor as needed while monitoring system solutions and creating technical tickets.
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.
Customer support technicians and customer support analysts have different pay scales, as shown below.
| Customer Support Technician | Customer Support Analyst | |
| Average salary | $36,361 | $65,147 |
| Salary range | Between $23,000 And $56,000 | Between $42,000 And $99,000 |
| Highest paying City | New York, NY | San Francisco, CA |
| Highest paying state | New Jersey | New Jersey |
| Best paying company | Adobe | SAP |
| Best paying industry | Technology | Technology |
There are a few differences between a customer support technician and a customer support analyst in terms of educational background:
| Customer Support Technician | Customer Support Analyst | |
| Most common degree | Bachelor's Degree, 46% | Bachelor's Degree, 62% |
| Most common major | Business | Business |
| Most common college | Stanford University | Stanford University |
Here are the differences between customer support technicians' and customer support analysts' demographics:
| Customer Support Technician | Customer Support Analyst | |
| Average age | 42 | 42 |
| Gender ratio | Male, 66.1% Female, 33.9% | Male, 59.9% Female, 40.1% |
| Race ratio | Black or African American, 10.7% Unknown, 5.4% Hispanic or Latino, 16.2% Asian, 10.6% White, 56.7% American Indian and Alaska Native, 0.4% | Black or African American, 13.1% Unknown, 5.3% Hispanic or Latino, 15.2% Asian, 10.5% White, 55.5% American Indian and Alaska Native, 0.4% |
| LGBT Percentage | 11% | 11% |