What does a remote support specialist do?
A remote support specialist is responsible for assisting customers and end-users on their network and system issues through electronic communications. These support specialists diagnose technical problems by analyzing customers' statements and conduct immediate troubleshooting procedures, advising clients the instructions to prevent the reoccurrence of system failures. They also recommend system upgrades and installation to boost the system's optimization and operational efficiency. A remote support specialist must have excellent technical and communication skills, especially in writing resolution reports and collaborating with the technical team for process improvement techniques.
Remote support specialist responsibilities
Here are examples of responsibilities from real remote support specialist resumes:
- Manage the migration of legacy internal applications to modern ERP systems.
- Team player that works with other departments to resolve payroll problems, improve processes and accomplish goals.
- Utilize VNC remote control solution in support financial industry applications while employing remedy call tracking system to manage problem tickets.
- Use of Salesforce to both manage user account access and create/remedy trouble tickets generate from both customer and internal inquiries.
- Configure, manage and monitor SAN environment to ensure constant availability.
- Manage configurations of SysMaster VoIP servers to establish call-routing between origination & termination points.
- Install and troubleshoot workstation hardware and software including printers, desktop systems, laptops, hand-held and other devices.
- Perform hardware troubleshooting on all aspects of computer workstations, peripheral devices, printers, scanners, monitors, and VPN.
- Support user with VPN, RCN and dial-up issue.
- Use SCCM and TPM networking tools to migrate clients.
- Used and execute java programs.
- Handle multiple Citrix sessions relating to customer inquiries.
- Identify and resolve issues requiring network, Microsoft and Linux support
- Monitor servers and workstations to improve performance or advise upgrades.
- Work remotely to solve various problems with SAN and NAS.
Remote support specialist skills and personality traits
We calculated that 40% of Remote Support Specialists are proficient in Customer Service, PC, and Technical Support. They’re also known for soft skills such as Customer-service skills, Listening skills, and Problem-solving skills.
We break down the percentage of Remote Support Specialists that have these skills listed on their resume here:
- Customer Service, 40%
Received monthly customer service bonus awards
- PC, 17%
Ticket queue based phone support for multiple clients including ATT, Cox Cable, PC Richard and Son and ACN.
- Technical Support, 10%
Extended networking technical support to installation team.
- Remote Support, 6%
Provided remote support for customer engineering staff.
- Technical Assistance, 6%
Provide remote diagnostic assistance to AS400, RS6000 end users as well as technical assistance to IBM Customer Engineers on site.
- Troubleshoot, 5%
Utilized knowledge, skill, and IBM intranet resources to troubleshoot problems for IBM computers, software and monitors.
Most remote support specialists use their skills in "customer service," "pc," and "technical support" to do their jobs. You can find more detail on essential remote support specialist responsibilities here:
Customer-service skills. One of the key soft skills for a remote support specialist to have is customer-service skills. You can see how this relates to what remote support specialists do because "computer support specialists must be patient and sympathetic." Additionally, a remote support specialist resume shows how remote support specialists use customer-service skills: "resolved customer issues in a clear, courteous and straightforward manner. "
Listening skills. Another essential skill to perform remote support specialist duties is listening skills. Remote support specialists responsibilities require that "support workers must be able to understand the problems that their customers are describing and know when to ask questions to clarify the situation." Remote support specialists also use listening skills in their role according to a real resume snippet: "communicated with customer daily providing ticketing status from creation to completion performed customer satisfaction surveys. "
Problem-solving skills. remote support specialists are also known for problem-solving skills, which are critical to their duties. You can see how this skill relates to remote support specialist responsibilities, because "support workers must identify both simple and complex computer problems, analyze them, and solve them." A remote support specialist resume example shows how problem-solving skills is used in the workplace: "resolved escalated trouble tickets and provide training/counseling to tier 1 level support specialists. "
Speaking skills. For certain remote support specialist responsibilities to be completed, the job requires competence in "speaking skills." The day-to-day duties of a remote support specialist rely on this skill, as "support workers must describe the solutions to computer problems in a way that a nontechnical person can understand." For example, this snippet was taken directly from a resume about how this skill applies to what remote support specialists do: "received and addressed incoming phone calls regarding technical issues and outages. "
Writing skills. A commonly-found skill in remote support specialist job descriptions, "writing skills" is essential to what remote support specialists do. Remote support specialist responsibilities rely on this skill because "strong writing skills are useful for preparing instructions and email responses for employees and customers, as well as for real-time web chat interactions." You can also see how remote support specialist duties rely on writing skills in this resume example: "supported over 1000 company employees nationally, writing custom programming and troubleshooting hardware and software issues. "
The three companies that hire the most remote support specialists are:
- CDM Smith339 remote support specialists jobs
- Deloitte317 remote support specialists jobs
- General Dynamics174 remote support specialists jobs
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Compare different remote support specialists
Remote support specialist vs. 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.
While similarities exist, there are also some differences between remote support specialists and technical support engineer. For instance, remote support specialist responsibilities require skills such as "email support," "broadband," "client facing," and "desktop." Whereas a technical support engineer is skilled in "java," "database," "tcp ip," and "customer support." This is part of what separates the two careers.
Technical support engineers really shine in the technology industry with an average salary of $82,316. Comparatively, remote support specialists tend to make the most money in the professional industry with an average salary of $58,651.The education levels that technical support engineers earn slightly differ from remote support specialists. In particular, technical support engineers are 3.3% more likely to graduate with a Master's Degree than a remote support specialist. Additionally, they're 0.3% more likely to earn a Doctoral Degree.Remote support specialist vs. Technical support representative
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.
While some skills are similar in these professions, other skills aren't so similar. For example, resumes show us that remote support specialist responsibilities requires skills like "pc," "technical support," "remote support," and "troubleshoot." But a technical support representative might use other skills in their typical duties, such as, "customer calls," "smartphones," "technical support calls," and "work ethic."
Technical support representatives may earn a lower salary than remote support specialists, but technical support representatives earn the most pay in the technology industry with an average salary of $37,278. On the other hand, remote support specialists receive higher pay in the professional industry, where they earn an average salary of $58,651.Average education levels between the two professions vary. Technical support representatives tend to reach similar levels of education than remote support specialists. In fact, they're 2.6% less likely to graduate with a Master's Degree and 0.3% more likely to earn a Doctoral Degree.Remote support specialist vs. Technical support agent
A technical support agent specializes in providing computer and system support through calls and correspondence, ensuring optimal customer satisfaction. They are primarily responsible for assisting customers in troubleshooting and evaluating systems to figure out the cause of technical issues and talk them through its corresponding solution. Moreover, an agent must make follow-up calls to ensure that the problem no longer persists or forward them to higher authority personnel when necessary.
The required skills of the two careers differ considerably. For example, remote support specialists are more likely to have skills like "pc," "technical support," "remote support," and "troubleshoot." But a technical support agent is more likely to have skills like "email clients," "technical support issues," "internet connectivity," and "remote connection."
Technical support agents make a very good living in the technology industry with an average annual salary of $32,552. On the other hand, remote support specialists are paid the highest salary in the professional industry, with average annual pay of $58,651.technical support agents typically earn similar educational levels compared to remote support specialists. Specifically, they're 3.3% less likely to graduate with a Master's Degree, and 0.1% less likely to earn a Doctoral Degree.Remote support specialist vs. Systems support
A systems support agent is responsible for resolving system applications and network issues, performing technical configuration, and upgrading systems infrastructure. A systems support representative conducts regular maintenance and diagnostic tests on the computer applications to ensure its optimal performance and efficiency to support business operations and avoid delays in deliverables. They also assist the technology team in designing backup systems and improve existing networks according to business requirements and specifications. They write resolution reports for reference to prevent the reoccurrence of system malfunction and inconsistencies.
Types of remote support specialist
Updated January 8, 2025
