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Become A Resolution Specialist

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Working As A Resolution Specialist

  • 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 Resolution Specialist Do

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. Others, called computer user support specialists, assist non-IT users who are having computer problems.

Duties

Computer network support specialists typically do the following:

  • Test and evaluate existing network systems
  • Perform regular maintenance to ensure that networks operate correctly
  • Troubleshoot local area networks (LANs), wide area networks (WANs), and Internet systems

Computer network support specialists, also called technical support specialists, usually work in their organization’s IT department. They help IT staff analyze, troubleshoot, and evaluate computer network problems. They play an important role in the routine maintenance of their organization’s networks such as performing file backups on the network. Maintenance can be performed daily, weekly, or monthly and is important to an organization’s disaster recovery efforts. Solving an IT problem promptly is important because organizations depend on their network systems. Network support specialists may assist the organization’s computer users through phone, email, or in-person visits. They often work under network and computer systems administrators, who handle more complex tasks.

Computer user support specialists typically do the following:

  • Pay attention to customers’ descriptions of their computer problems
  • Ask customers questions to properly diagnose the problem
  • Walk customers through the recommended problem-solving steps
  • Set up or repair computer equipment and related devices
  • Train users to work with new computer hardware or software, such as printers, word-processing software, and email
  • Provide other team members and managers in the organization with information about what gives customers the most trouble and about other concerns customers have

Computer user support specialists, also called help-desk technicians, usually provide technical help to non-IT computer users. They respond to phone and email requests for help. They can usually help users remotely, but they also may make site visits so that they can solve a problem in person.

Help-desk technicians may solve a range of problems that vary with the industry and the particular firm. Some technicians work for large software companies or for support service firms and must give instructions to business customers on how to use business-specific programs such as an electronic health records program used in hospitals or physicians’ offices. Sometimes they work with other technicians to resolve problems.

Other help-desk technicians work in call centers, answering simpler questions from non-business customers. They may walk customers through basic steps in re-establishing an Internet connection or troubleshooting household IT products such as a Wi-Fi router.

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How To Become A Resolution Specialist

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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Resolution Specialist jobs

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Resolution Specialist Career Paths

Resolution Specialist
Project Manager Program Manager General Manager
Account Manager
5 Yearsyrs
Technical Support Specialist Business Analyst Senior Finance Analyst
Accounting Manager
7 Yearsyrs
Accounts Receivable Specialist Finance Analyst
Assistant Vice President
7 Yearsyrs
Loss Mitigation Specialist Loan Processor Office Manager
Branch Manager
6 Yearsyrs
Medical Assistant Home Health Aid Call Center Representative
Call Center Manager
6 Yearsyrs
Account Executive Office Manager Human Resources Coordinator
Director Of Human Resources
10 Yearsyrs
Analyst Senior Consultant Director Of Information
Director Of Information Technology Services
12 Yearsyrs
Accounts Receivable Specialist Accountant Finance Analyst
Finance Manager
7 Yearsyrs
Account Manager Account Executive Sales Manager
General Manager
7 Yearsyrs
Analyst Engineer Senior Network Engineer
Information Security Officer
12 Yearsyrs
Account Manager Sales Manager General Manager
Operations Director
9 Yearsyrs
Project Manager Construction Manager
Operations Manager
7 Yearsyrs
Business Analyst Program Manager General Manager
President Of Operations
11 Yearsyrs
Technical Support Specialist Systems Analyst Business Analyst
Product Manager
7 Yearsyrs
Loss Mitigation Specialist Underwriter Quality Control
Quality Assurance Manager
9 Yearsyrs
Medical Assistant Technician Production Supervisor
Quality Manager
11 Yearsyrs
Business Analyst Product Manager Sales Manager
Regional Manager
8 Yearsyrs
Specialist Account Manager Account Executive
Sales Manager
5 Yearsyrs
Account Executive Territory Manager Account Manager
Senior Account Manager
7 Yearsyrs
Specialist Project Manager Program Manager
Senior Manager
10 Yearsyrs
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Average Length of Employment
Staff Specialist 3.7 years
Senior Specialist 3.6 years
Account Specialist 2.7 years
Service Specialist 2.7 years
Specialist 2.5 years
Support Specialist 2.3 years
Top Employers Before
Cashier 7.4%
Collector 3.4%
Supervisor 3.3%
Manager 3.0%
Internship 2.5%
Specialist 2.4%
Teller 2.2%
Top Employers After
Specialist 5.9%
Cashier 3.6%
Manager 3.5%
Supervisor 3.1%

Resolution Specialist Demographics

Gender

Female

62.9%

Male

34.9%

Unknown

2.2%
Ethnicity

White

79.6%

Hispanic or Latino

11.4%

Asian

6.9%

Unknown

1.6%

Black or African American

0.6%
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Languages Spoken

Spanish

65.3%

Chinese

5.0%

French

4.1%

Portuguese

4.1%

Japanese

3.3%

Mandarin

2.5%

Vietnamese

1.7%

Cantonese

1.7%

Tagalog

1.7%

Serbian

1.7%

Arabic

1.7%

Swedish

0.8%

Swahili

0.8%

Romanian

0.8%

Ukrainian

0.8%

Bosnian

0.8%

Yoruba

0.8%

Lithuanian

0.8%

Bengali

0.8%

Italian

0.8%
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Resolution Specialist Education

Schools

University of Phoenix

33.4%

Liberty University

5.9%

Strayer University

5.3%

Ashford University

5.0%

University of North Texas

4.4%

Middle Tennessee State University

4.4%

Southern New Hampshire University

4.4%

Tulsa Community College

4.1%

University of Central Florida

4.1%

Kaplan University

3.8%

Tennessee State University

2.8%

Arizona State University

2.8%

Texas Southern University

2.8%

Troy University

2.5%

University of Central Oklahoma

2.5%

University of Southern California

2.5%

Colorado Technical University

2.5%

Grand Canyon University

2.5%

Columbus State Community College

2.2%

El Paso Community College

2.2%
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Majors

Business

34.7%

Accounting

6.4%

Health Care Administration

5.7%

Management

5.1%

Psychology

5.1%

Criminal Justice

4.7%

Finance

4.5%

Communication

3.7%

Legal Support Services

3.4%

Medical Assisting Services

3.3%

Computer Science

3.2%

General Studies

3.2%

Law

2.4%

Computer Information Systems

2.4%

Marketing

2.4%

Information Technology

2.2%

Political Science

2.0%

Nursing

2.0%

Human Resources Management

2.0%

Education

1.7%
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Degrees

Bachelors

35.8%

Other

30.5%

Associate

14.4%

Masters

10.7%

Certificate

5.0%

Doctorate

1.7%

Diploma

1.5%

License

0.4%
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Job type you want
Full Time
Part Time
Internship
Temporary

Top Skills for A Resolution Specialist

CustomerServiceRepresentativesProceduresFinancialInstitutionsEnsureComplianceDebtInboundCallsCustomerServiceIssuesCustomerSatisfactionDataEntryOutboundCallsLossMedicalRecordsPhoneCallsCreditCardTechnicalSupportInternalDepartmentsAssetFdicCustomerComplaintsStudentLoans

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Top Resolution Specialist Skills

  1. Customer Service Representatives
  2. Procedures
  3. Financial Institutions
You can check out examples of real life uses of top skills on resumes here:
  • Assisted customer service representatives with process and procedural updates and questions.
  • Initiate customer service in accordance with company policy and procedures.
  • Conducted internal audits within financial institutions to ensure appropriate risk measures and controls were utilized in accordance with current banking regulations.
  • Analyze and modify compensation and benefits policies to establish competitive programs and ensure compliance with legal requirements.
  • Continued the successful tax mediation/debt resolution activities in a high volume environment.

Top Resolution Specialist Employers

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Resolution Specialist Videos

Career Advice on becoming an Internal Communications Manager by Sophie M (Full Version)

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