What Does a Customer Support Technician Do?

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.

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Customer Support Technician Responsibilities

Here are examples of responsibilities from real customer support technician resumes representing typical tasks they are likely to perform in their roles.

  • 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.
  • Support all customers in getting VOIP phones onto the network and any questions relate to the system.
  • Work closely and extensively troubleshooting user's issues with hardware and software on multiple OS and hardware configurations.
  • Serve as the primary contact for customers in resolving internet, VOIP, hardware, and software issues.
  • Perform Linux system and process monitoring.
  • Collaborate with telecommunication team to troubleshoot T1 lines and company-wide phone problems.
  • Maintain general/advance understanding of OS and application operations relate to company offer services.
  • Provide complex procedural instructions and technical troubleshooting to clients using POS equipment and software.
  • Maintain, analyze, troubleshoot and repaired/replaced/ upgrade operating systems, application software, and computer hardware and peripherals.
  • Provide domain management solutions regarding security, account administration, policy enforcement, printer management and remote VPN access permissions.
Customer Support Technician Traits
Customer-service skills
Customer-service skills involve listening skills that allow you to communicate efficiently and respectfully with a customer.
Listening skills
Listening is an important part of the communication process as it allows you to understand information.
Problem-solving skills
Problem-solving skills is the way that one is able to effectively solve a problem in a timely manner.

Customer Support Technician Jobs You Might Like

  • High Paying Customer Support Technician Jobs - $56K and Up
  • Work From Home Customer Support Technician Jobs
  • Entry Level Customer Support Technician Jobs
  • Part Time Customer Support Technician Jobs
  • Actively Hiring
  • No Degree Customer Support Technician Jobs
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Customer Support Technician Job Description

Between the years 2018 and 2028, customer support technician jobs are expected to undergo a growth rate described as "faster than average" at 10%, according to the Bureau of Labor Statistics. So if the thought "should I become a customer support technician?" Has crossed your mind, maybe you should take the growth rate into account. In addition, the number of customer support technician opportunities that are projected to become available by 2028 is 83,100.

A customer support technician annual salary averages $36,361, which breaks down to $17.48 an hour. However, customer support technicians can earn anywhere from upwards of $23,000 to $56,000 a year. This means that the top-earning customer support technicians make $29,000 more than the lowest-earning ones.

Once you've become a customer support technician, you may be curious about what other opportunities are out there. Careers aren't one size fits all. For that reason, we discovered some other jobs that you may find appealing. Some jobs you might find interesting include an administrative technical support, technical support engineer, technical support representative, and technical support trainer.

Learn More About Customer Support Technician Job Descriptions

Customer Support Technician Jobs You Might Like

12 Customer Support Technician Resume Examples

Build a professional customer support technician resume in minutes. Browse through our resume examples to identify the best way to word your resume. Then choose from 12+ resume templates to create your customer support technician resume.

 
Brandon Brooks
Customer Support Technician
Contact Information
Hebron, KY
(510) 555-3840
Skills
  • Hardware
  • Email
  • Problem Resolution
  • End User
  • Available Resources
  • Linux
  • Software Applications
  • Trouble Shooting
  • OS
  • Setup
Employment History
Customer Support Technician
2018 - Present
Pomeroy IT Solutions Sales Company
Hebron, KY
  • Experienced in troubleshooting HP and Dell server hardware issues.
  • Maintain user and computer accounts in Active Directory.
  • Performed hardware repairs on various models of Xerox network printers, and Lexmark Desktop printers.
  • Analyzed communication needs of business establishments using knowledge of type of business, available telephone equipment and traffic studies.
Senior PC Support Specialist
2011 - 2018
Pomeroy IT Solutions Sales Company
Hebron, KY
  • Provide in person technical support to executive level and traders regarding software applications / hardware and market data solutions.
  • Helped customers with SSID setup and logging information.
  • Travel to costumer's site to Fix, Troubleshoot and resolve network and computer problems on-site.
  • Upgrade and install hardware equipment.
Technical Support Specialist
2002 - 2011
UnitedHealth Group
Minneapolis, MN
  • Provided support for Network connectivity across multiple devices (servers, computers, Smart phones/wireless devices, printers and faxes.)
  • Upgrade and configure system software that supports GIS infrastructure applications or Asset Management applications per project or operational needs.
  • Traveled to remote locations to service and implement new equipment installations including PCs, printers, and scanners.
  • Upgrade company computer programs from Windows XP to Windows 7.
Education
Associate's Degree Information Technology
2000 - 2002
Capella University
Minneapolis, MN
 
 
Frank Simpson
Customer Support Technician
Contact Info
Atlanta, GA
(360) 555-8343
Skills
HardwareVirus RemovalDesktopComputer ComponentsNetwork SecurityFaulty ComponentsLinuxHelpdeskPersonal ComputersComputer Lab
Employment History
Customer Support Technician
2019 - Present
CCI
Atlanta, GA
  • Contract position with IBM RS/6000/Pseries HARDWARE SUPPORT group.
  • Supported mobile devices running iOS, Android, Blackberry OS, & Windows Phone.
  • Assisted customers with their internet related issues.
  • Performed a lead role in the support of retail hardware and software installations.
Imac Technician
2018 - 2019
NCR
Atlanta, GA
  • Provide remote support on UNIX V.4 and the NCR 3000 series systems for both internal and external customers.
  • Performed service calls on DELL PE1650 Servers, Optiplex Workstations and Latitude Notebooks.
  • Help support the setup, installation, and configuration of desktop hardware and software.
  • Purchased all hardware and software for the entire company.
  • Network, installation, and troubleshooting with Wireless networks, IPASS, VPN, Security & administrative rights.
Computer Repair Technician
2008 - 2018
Best Buy
Atlanta, GA
  • Repaired personal computers, including memory, hard drive, and expansion card replacements.
  • Maintained and Supported IPad Tablets, Android Tablets, and Windows Tablets.
  • position involved in diagnosing and repairing not only computers, but also other Communication miscellaneous electronics.
  • Documented client information, hardware details, and financial records for client/company data security.
  • Provided customers with tutorials and walkthroughs with new software and hardware questions, concerns and issues.
Education
Some College Courses General Studies
2008 - 2008
Valencia College
Orlando, FL
 
 
Michael James
Customer Support Technician
Amherst, OH
(930) 555-4682
Experience
Customer Support Technician2020 - Present
Teletech Holdings•Amherst, OH
  • Assisted a high volume of customers through troubleshooting steps to resolve issues via phone, chat, and email.
  • Delivered and setup computers, migrated user data following established processes for MUL Transitional School staff.
  • Used Ticketing system to write concise, informative tickets documenting customer interactions as well as accurate responses to customer's emails.
  • Acted as the civilian hardware technician for the US Marine Corps Third Radio Battalion at Camp Lejeune, NC.
Hardware Technician2019 - 2020
Best Buy•Boston, MA
  • Support all corporate devices hardware and software Troubleshoot common and complex end user issues.
  • Maintained knowledge in troubleshooting hardware, software, peripherals, operating systems and internal/ external connections.
  • Installed, modified, and made minor repairs on personal and business computers involving both hardware and software.
Information Technology Assistant2016 - 2019
John Hancock Life Insurance Company•Boston, MA
  • Tracked PC and network related hardware for inventory.
  • Generated detailed reports on Microsoft excel using graphical data analysis for metric purposes.
  • Set up and install hardware, software and peripherals for employee use.
  • Worked as an information technology intern gain valuable experience in industry while in school.
Skills
RFComputer SystemOSEmailHardwareNew ComputersTrouble ShootingPrintersActive DirectoryComputer Problems
Education
Certificate Business2015 - 2016
Northeastern University•Boston, MA
 
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Customer Support Technician Skills and Personality Traits

We calculated that 12% of Customer Support Technicians are proficient in Customer Service, Customer Support, and SQL. They’re also known for soft skills such as Customer-service skills, Listening skills, and Problem-solving skills.

We break down the percentage of Customer Support Technicians that have these skills listed on their resume here:

  • Customer Service, 12%

    Combined project management, technical, sales and customer service experience to implement proprietary advertising solutions for large-scale enterprise clients.

  • Customer Support, 12%

    Develop & maintain product support procedures & other documentation as required to ensure consistent quality customer support.

  • SQL, 9%

    Generated custom reports using BRIO, querying Access, SQL and Oracle databases.

  • Customer Inquiries, 8%

    Provided professional, accurate timely responses to all customer inquiries using established procedures.

  • Java, 7%

    Web design consisted of HTML web pages that incorporated Java Script, CGI Script, Swish, and Flash animations.

  • Customer Issues, 7%

    Maintained effective communication with team members to provide assistance in solving customer issues and contributes to improving department processes.

Some of the skills we found on customer support technician resumes included "customer service," "customer support," and "sql." We have detailed the most important customer support technician responsibilities below.

  • The most important skills for a customer support technician to have in this position are customer-service skills. In this excerpt that we gathered from a customer support technician resume, you'll understand why: "computer support specialists must be patient and sympathetic" According to resumes we found, customer-service skills can be used by a customer support technician in order to "provided customer support for hardware and software related problems associated with dell products diagnosed pc problems in a telephone support atmosphere"

  • Another commonly found skill for being able to perform customer support technician duties is the following: listening skills. According to a customer support technician resume, "support workers must be able to understand the problems that their customers are describing and know when to ask questions to clarify the situation." Check out this example of how customer support technicians use listening skills: "top notch listening skills take phone calls with irate customers"

  • Customer support technicians are also known for problem-solving skills, which can be critical when it comes to performing their duties. An example of why this skill is important is shown by this snippet that we found in a customer support technician resume: "support workers must identify both simple and complex computer problems, analyze them, and solve them." We also found this resume example that details how this skill is put to the test: "provided excellent customer support for troubleshooting issues and quick problem resolution. "

  • A customer support technician responsibilities sometimes require "speaking skills." The responsibilities that rely on this skills are shown by this resume excerpt: "support workers must describe the solutions to computer problems in a way that a nontechnical person can understand." This resume example shows how this skill is used by customer support technicians: "addressed general questions on domestic and international concerns and resolved technical problems as deemed necessary. "

  • Yet another important skill that a customer support technician must demonstrate is "writing skills." Strong writing skills are useful for preparing instructions and email responses for employees and customers, as well as for real-time web chat interactions. This is clearly demonstrated in this example from a customer support technician who stated: "conducted outbound calls resolved technical issues ticket writing"

    • See the full list of customer support technician skills.

    Before becoming a customer support technician, 45.7% earned their bachelor's degree. When it comes down to graduating with a master's degree, 4.8% customer support technicians went for the extra education. If you're wanting to pursue this career, it may be possible to be successful with a high school degree. In fact, most customer support technicians have a college degree. But about one out of every five customer support technicians didn't attend college at all.

    Those customer support technicians who do attend college, typically earn either a business degree or a computer science degree. Less commonly earned degrees for customer support technicians include a computer information systems degree or a electrical engineering degree.

    Once you're ready to become a customer support technician, you should explore the companies that typically hire customer support technicians. According to customer support technician resumes that we searched through, customer support technicians are hired the most by Applied Materials, SYKES, and AEG. Currently, Applied Materials has 20 customer support technician job openings, while there are 10 at SYKES and 4 at AEG.

    If you're interested in companies where customer support technicians make the most money, you'll want to apply for positions at Adobe, Atlassian, and Euronet Worldwide. We found that at Adobe, the average customer support technician salary is $101,601. Whereas at Atlassian, customer support technicians earn roughly $91,661. And at Euronet Worldwide, they make an average salary of $86,020.

    View more details on customer support technician salaries across the United States.

    Some other companies you might be interested in as a customer support technician include AT&T;, IBM, and Teleperformance USA. These three companies were found to hire the most customer support technicians from the top 100 U.S. educational institutions.

    In general, customer support technicians fulfill roles in the technology and professional industries. While employment numbers are high in those industries, the customer support technician annual salary is the highest in the technology industry with $50,042 as the average salary. Meanwhile, the finance and manufacturing industries pay $49,800 and $45,959 respectively. This means that customer support technicians who are employed in the technology industry make 51.0% more than customer support technicians who work in the professional Industry.

    The three companies that hire the most prestigious customer support technicians are:

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    Customer Support Technician Jobs You Might Like

    • High Paying Customer Support Technician Jobs - $56K and Up
    • Work From Home Customer Support Technician Jobs
    • Entry Level Customer Support Technician Jobs
    • Part Time Customer Support Technician Jobs
    • Actively Hiring
    • No Degree Customer Support Technician Jobs
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    What Administrative Technical Supports Do

    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. Administrative technical support is typically on call at the start of the day and, when they are not responding to calls, they conduct regular check-ups on all company systems. They are also responsible for creating technical reports and offering recommendations for improvements.

    In this section, we compare the average customer support technician annual salary with that of an administrative technical support. Typically, administrative technical supports earn a $10,392 higher salary than customer support technicians earn annually.

    Even though customer support technicians and administrative technical supports have vast differences in their careers, a few of the skills required to do both jobs are similar. For example, both careers require customer service, customer support, and technical support in the day-to-day roles.

    There are some key differences in responsibilities as well. For example, a customer support technician responsibilities require skills like "sql," "customer inquiries," "java," and "customer issues." Meanwhile a typical administrative technical support has skills in areas such as "troubleshoot," "data entry," "desk support," and "sharepoint." This difference in skills reveals how truly different these two careers really are.

    The education levels that administrative technical supports earn is a bit different than that of customer support technicians. In particular, administrative technical supports are 2.2% more likely to graduate with a Master's Degree than a customer support technician. Additionally, they're 0.1% more likely to earn a Doctoral Degree.

    What Are The Duties Of a 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. They also assist customers with the installation of programs and updates to improve system performance, escalating high-level concerns to appropriate internal technology teams. A technical support engineer must have strong command with technical systems, as well as excellent communication and time-management skills to understand clients' issues while documenting procedures.

    Next up, we have the technical support engineer profession to look over. This career brings along a higher average salary when compared to a customer support technician annual salary. In fact, technical support engineers salary difference is $49,355 higher than the salary of customer support technicians per year.

    While the salary may be different for these job positions, there is one similarity and that's a few of the skills needed to perform certain duties. We used info from lots of resumes to find that both customer support technicians and technical support engineers are known to have skills such as "customer service," "customer support," and "java. "

    In addition to the difference in salary, there are some other key differences that are worth noting. For example, customer support technician responsibilities are more likely to require skills like "sql," "customer inquiries," "phone calls," and "desktop." Meanwhile, a technical support engineer might be skilled in areas such as "troubleshoot," "database," "tcp ip," and "provides technical support." These differences highlight just how different the day-to-day in each role looks.

    On average, technical support engineers earn a higher salary than customer support technicians. There are industries that support higher salaries in each profession respectively. Interestingly enough, technical support engineers earn the most pay in the technology industry with an average salary of $82,316. Whereas, customer support technicians have higher paychecks in the technology industry where they earn an average of $50,042.

    When it comes to the differences in education between the two professions, technical support engineers tend to reach similar levels of education than customer support technicians. In fact, they're 4.1% more likely to graduate with a Master's Degree and 0.1% more likely to earn a Doctoral Degree.

    How a Technical Support Representative Compares

    Technical Support Representatives specialize in customer support through calls or correspondence. Among the primary responsibilities of a Technical Support Representative involves receiving and making calls, address and troubleshoot issues raised by the client, assist when navigating through complicated applications, provide suggestions or recommendations, or elevate the problem to personnel with higher expertise when necessary. Furthermore, a Technical Support Representative must coordinate with supervisors at all times, remain patient and proactive, and as well as maintain and organize records of each handled calls.

    The technical support representative profession generally makes a lower amount of money when compared to the average salary of customer support technicians. The difference in salaries is technical support representatives making $1,603 lower than customer support technicians.

    By looking over several customer support technicians and technical support representatives resumes, we found that both roles utilize similar skills, such as "customer service," "customer support," and "sql." But beyond that the careers look very different.

    Some important key differences between the two careers are a few of the skills necessary to fulfill responsibilities. Some examples from customer support technician resumes include skills like "java," "technical support," "post sales," and "debugging," whereas a technical support representative might be skilled in "smartphones," "technical support calls," "work ethic," and "internet connectivity. "

    Technical support representatives make a very good living in the technology industry with an average annual salary of $37,278. Whereas customer support technicians are paid the highest salary in the technology industry with the average being $50,042.

    Technical support representatives are known to earn similar educational levels when compared to customer support technicians. Additionally, they're 1.8% less likely to graduate with a Master's Degree, and 0.1% less likely to earn a Doctoral Degree.

    Description Of a Technical Support Trainer

    A technical support trainer specializes in creating training programs meant to mold workers into becoming valuable members of a company workforce. Their responsibilities revolve around identifying the trainees' needs, providing written and verbal instructions, addressing and resolving inquiries and concerns, conducting skills assessments, managing schedules, monitoring attendance and performance, and providing consultations to trainees. Furthermore, as a trainer, it is essential to lead and encourage trainees to achieve their goals, all while implementing and emphasizing the company's policies and regulations.

    The fourth career we look at typically earns higher pay than customer support technicians. On average, technical support trainers earn a difference of $9,361 higher per year.

    While their salaries may vary, customer support technicians and technical support trainers both use similar skills to perform their jobs. Resumes from both professions include skills like "customer service," "customer support," and "sql. "

    While some skills are shared by these professions, there are some differences to note. "debugging," "linux red hat," "desktop," and "edition" are skills that have shown up on customer support technicians resumes. Additionally, technical support trainer uses skills like product support, troubleshoot, tcp ip, and post implementation on their resumes.

    In general, technical support trainers make a higher salary in the technology industry with an average of $44,355. The highest customer support technician annual salary stems from the technology industry.

    The average resume of technical support trainers showed that they earn similar levels of education to customer support technicians. So much so that the likelihood of them earning a Master's Degree is 1.8% more. Additionally, they're more likely to earn a Doctoral Degree by 0.3%.

    What Similar Roles Do

    Customer Support Technician Related Careers

    Customer Support Technician Related Jobs

    What Similar Roles Do

    Updated October 2, 2020