How to hire a customer support technician

How to hire a customer support technician, step by step

Here's a step-by-step customer support technician hiring guide:

• Step 1: Identify your hiring needs
• Step 2: Create an ideal candidate profile
• Step 3: Make a budget
• Step 4: Write a customer support technician job description
• Step 5: Post your job
• Step 6: Interview candidates
• Step 7: Send a job offer and onboard your new customer support technician
• Step 8: Go through the hiring process checklist

What does a customer support technician do?

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1. Identify your hiring needs

   Before you post your customer support technician job, you should take the time to determine what type of worker your business needs. While certain jobs definitely require a full-time employee, it's sometimes better to find a customer support technician for hire on a part-time basis or as a contractor.

   Determine employee vs contractor status

   Is the person you're thinking of hiring a US citizen or green card holder?

   Yes

   No

   Hiring the perfect customer support technician also involves considering the ideal background you'd like them to have. Depending on what industry or field they have experience in, they'll bring different skills to the job. It's also important to consider what levels of seniority and education the job requires and what kind of salary such a candidate would likely demand.

   This list presents customer support technician salaries for various positions.

   Type of Customer Support Technician	Description	Hourly rate
   Customer Support Technician	Computer support specialists provide help and advice to people and organizations using computer software or equipment. Some, called computer network support specialists, support information technology (IT) employees within their organization... Show more	$11-26
   Administrative Technical Support	Administrative technical support maintains every technical set-up used in a company. Their primary responsibility is to inspect a company's systems, evaluate for issues, and repair any problems immediately... Show more	$13-36
   Technical Support Engineer	A technical support engineer is responsible for responding to customer issues, providing immediate resolutions to their system issues through remote assistance. Technical support engineers must have strong knowledge of software and hardware applications to diagnose system defects and process troubleshooting... Show more	$29-57

   Show more

2. Create an ideal candidate profile

   Common skills:

   • Customer Service
   • Customer Support
   • SQL
   • Customer Inquiries
   • Java
   • Customer Issues
   • Technical Support
   • Linux
   • Unix
   • Debugging
   • Phone Calls
   • Customer Satisfaction
   • Desktop
   • Customer Care

   Check all skills

   Responsibilities:

   • Manage and maintain TCP/IP database and inventory control on hospital peripherals (printers and scanners).
   • Manage backups, replications and disaster recovery plans of company mission critical servers and database files to ensure redundancy.
   • Install new IBM UNIX servers on site.
   • Maintain the performance of the SQL server for optical use and scanning.
   • Work with Microsoft servers and applications as well as company's proprietary Linux base web-hosting solutions.
   • Used SCCM to move user's profiles and get the customer operational as quickly as possible.

   More customer support technician duties

3. Make a budget

   Including a salary range in the customer support technician job description is a good way to get more applicants. A customer support technician salary can be affected by several factors, such as the location of the job, the level of experience, education, certifications, and the employer's prestige.

   For example, the average salary for a customer support technician in Utah may be lower than in New Jersey, and an entry-level engineer typically earns less than a senior-level customer support technician. Additionally, a customer support technician with lots of experience in the field may command a higher salary as a result.

   Average customer support technician salary

   $36,361yearly

   $17.48 hourly rate

   ---

   Entry-level customer support technician salary

   $23,000 yearly salary

   Updated December 23, 2025

   Average customer support technician salary by state

   Rank	State	Avg. salary	Hourly rate
   1	New York	$54,513	$26
   2	New Jersey	$54,309	$26
   3	Massachusetts	$53,021	$25
   4	Maryland	$51,353	$25
   5	California	$46,356	$22
   6	Pennsylvania	$45,831	$22
   7	Ohio	$42,917	$21
   8	Washington	$41,597	$20
   9	Illinois	$39,789	$19
   10	Georgia	$39,682	$19
   11	Texas	$38,337	$18
   12	Oregon	$38,302	$18
   13	Colorado	$38,113	$18
   14	South Carolina	$37,979	$18
   15	North Carolina	$37,345	$18
   16	Arizona	$37,258	$18
   17	Florida	$35,820	$17
   18	Kansas	$35,572	$17
   19	Utah	$33,115	$16
   20	New Mexico	$32,639	$16

   Average customer support technician salary by company

   Company

   Rank	Company	Average salary	Hourly rate	Job openings
   1	Adobe	$101,601	$48.85
   2	Atlassian	$91,661	$44.07	4
   3	Euronet Worldwide	$86,020	$41.36	3
   4	Applied Materials	$80,949	$38.92	21
   5	Accenture	$80,536	$38.72	155
   6	Ernst & Young	$78,760	$37.87	33
   7	Oracle	$74,990	$36.05	716
   8	Ains	$72,705	$34.95
   9	Kaseya	$68,956	$33.15
   10	Dassault Systèmes	$67,311	$32.36
   11	Intel	$63,906	$30.72	6
   12	Cymer	$62,600	$30.10
   13	Verisk Analytics	$58,721	$28.23	2
   14	Comscore	$55,135	$26.51
   15	Washington State University	$51,885	$24.94	1
   16	Open Systems Technologies	$49,934	$24.01
   17	Motorola Solutions	$49,451	$23.77	35
   18	Zebra Technologies	$48,317	$23.23
   19	SunPower	$47,901	$23.03	1
   20	Steffes	$47,765	$22.96	1

4. Writing a customer support technician job description

   A customer support technician job description should include a summary of the role, required skills, and a list of responsibilities. It's also good to include a salary range and the first name of the hiring manager. To help get you started, here's an example of a customer support technician job description:

   Customer support technician job description example

   InEight provides field-tested project management software for the owners, contractors, engineers and architects who are building the world around us Over 300,000 users and more than 750 customers worldwide rely on InEight for real-time insights that help manage risk and keep projects on schedule and under budget across the entire life cycle. From pre-planning to design, from estimating to scheduling, and from field execution to turnover, InEight has powered more than $400 billion in projects globally across infrastructure, public sector, energy and power, oil, gas and chemical, mining, and commercial.
   
   Based in Scottsdale, Arizona, InEight supports a remote work model with employees working throughout the United States, Canada, Australia, Sri Lanka and Europe. InEight, an ISO 9001:2015-registered company, is a subsidiary of Kiewit Corporation (Kiewit). Kiewit, through its subsidiaries, is one of North America's largest and most respected construction and engineering organizations.
   
   InEight is a fast-paced, innovative company comprised of high-energy teams of self-starters playing integral roles in shaping the future of capital projects around the world. Our industry-leading solutions, dedicated employees, and proven leadership team provide a solid foundation to support our continued growth and success.
   
   We offer our fulltime employees a comprehensive benefits package that's among the best in our industry, including top-tier medical, dental and vision plans covering eligible employees and dependents, voluntary wellness and employee assistance programs, life insurance, disability, retirement plans with matching, and generous paid time off.
   
   The Customer Product Support position provides a great opportunity to become a product expert while providing support to our customers Duties include taking inbound calls, providing functional support, troubleshooting, case management and providing overall support for InEight's product software suite. The customers who work with you will end up as raving fans, because of your capability and your empathy. You'll have proven processes to guide you, along with the guidance of your peers and other industry professionals when you need it, and autonomy to make decisions on your own.
   
   ***This is a remote position and applicants may be located between the Pacific and Eastern Time zones**
   **Job Responsibilities:** + Gather complete information from customers, document steps taken, researches the knowledgebase for known solutions, isolates cause and takes restorative actions while minimizing disruption to the customer's business operation. + Acquire and maintain a strong functional working knowledge of InEight's core products, with emphasis on the customer support aspect. + Have the ability to walk customers through complex construction workflows specific to capital projects and other construction related projects. + Provide functional support with project estimates and budget controls. + Monitor and respond to customers inquires through InEight's ticketing system in a timely manner. + Act with an appropriate sense of urgency and follows up with customers to ensure issues are resolved to the customer's satisfaction. + Facilitate remote meetings with customers and/or internal resources for troubleshooting and information gathering when necessary. + Ability to adhere to customer SLA's and escalate as needed. + Will be required to participate in the on-call rotation, 1 week every 2 months 24/7 support. **Requirements:** + At least one year of prior software application support and troubleshooting experience required. + Experience with Microsoft Office Suite of products and operating systems. + Bug tracking experience required, Azure DevOps preferred + Case tracking experience required, Service Now preferred + Customer communication via phone and/or video required + SaaS trouble shooting experience is ideal + Deductive logic, complex problem solving and excellent trouble shooting skills . + Self-directed, able to prioritize and effectively handle many incidents at a time. + Exceptional customer service, organizational, and time management skills. + Excellent written and verbal communication skills. + A positive, willing and able attitude. InEight Inc. is an Equal Opportunity Employer, (EOE) and will consider all applications without regard to race, marital status, sex, age, color, religion, national origin, veteran status, disability or any other characteristic protected by law.

   Copy this example

   

5. Post your job

   To find the right customer support technician for your business, consider trying out a few different recruiting strategies:

   • Consider internal talent. One of the most important sources of talent for any company is its existing workforce.
   • Ask for referrals. Reach out to friends, family members, and current employees and ask if they know or have worked with customer support technicians they would recommend.
   • Recruit at local colleges. Attend job fairs at local colleges to recruit customer support technicians who meet your education requirements.
   • Social media platforms. LinkedIn, Facebook and Twitter now have more than 3.5 billion users, and you can use social media to reach potential job candidates.

   Post your job online:

   • Post your customer support technician job on Zippia to find and attract quality customer support technician candidates.
   • Use niche websites such as dice, engineering.com, stack overflow, it job pro.
   • Post a job on free websites.

6. Interview candidates

   Your first interview with customer support technician candidates should focus on their interest in the role and background experience. As the hiring process goes on, you can learn more about how they'd fit into the company culture in later rounds of interviews.

   You should also ask about candidates' unique skills and talents to see if they match the ideal candidate profile you developed earlier. Candidates good enough for the next step can complete the technical interview.

   Sometimes, it's not enough to interview customer support technician candidates, so you can ask them to do a test project. If you are not a technical person and don't know what a test project should be, you can use these websites:

   • TestDome
   • CodeSignal
   • Testlify
   • BarRaiser
   • Coderbyte

   The right interview questions can help you assess a candidate's hard skills, behavioral intelligence, and soft skills.

7. Send a job offer and onboard your new customer support technician

   Once you've found the customer support technician candidate you'd like to hire, it's time to write an offer letter. This should include an explicit job offer that includes the salary and the details of any other perks. Qualified candidates might be looking at multiple positions, so your offer must be competitive if you like the candidate. Also, be prepared for a negotiation stage, as candidates may way want to tweak the details of your initial offer. Once you've settled on these details, you can draft a contract to formalize your agreement.

   It's also important to follow up with applicants who do not get the job with an email letting them know that the position is filled.

   To prepare for the new customer support technician first day, you should share an onboarding schedule with them that covers their first period on the job. You should also quickly complete any necessary paperwork, such as employee action forms and onboarding documents like I-9, benefits enrollment, and federal and state tax forms. Finally, Human Resources must ensure a new employee file is created for internal record keeping.

8. Go through the hiring process checklist

   • Determine employee type (full-time, part-time, contractor, etc.)
   • Submit a job requisition form to the HR department
   • Define job responsibilities and requirements
   • Establish budget and timeline
   • Determine hiring decision makers for the role
   • Write job description
   • Post job on job boards, company website, etc.
   • Promote the job internally
   • Process applications through applicant tracking system
   • Review resumes and cover letters
   • Shortlist candidates for screening
   • Hold phone/virtual interview screening with first round of candidates
   • Conduct in-person interviews with top candidates from first round
   • Score candidates based on weighted criteria (e.g., experience, education, background, cultural fit, skill set, etc.)
   • Conduct background checks on top candidates
   • Check references of top candidates
   • Consult with HR and hiring decision makers on job offer specifics
   • Extend offer to top candidate(s)
   • Receive formal job offer acceptance and signed employment contract
   • Inform other candidates that the position has been filled
   • Set and communicate onboarding schedule to new hire(s)
   • Complete new hire paperwork (i9, benefits enrollment, tax forms, etc.)

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