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Become A Senior Technical Support Representative

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Working As A Senior Technical Support Representative

  • 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

Example Of What A Senior Technical Support Representative does

  • Mentored and trained new hires and peers while conducting web-based training for clients.
  • Received numerous High Fives on excellent customer support.
  • Provide consultation, coaching, evaluations and additional training to over 150 technicians.
  • Answered technical-support related emails, tickets, or phone calls from server owners.
  • Acted as a Team Leader for technical support representatives.
  • Provided help desk and field support for Quad4+/Maxsys 2510 polyphase meters and software.
  • Provided technical and user support in Spanish to enterprise customers of Kronos software products.
  • Used Macromedia Breeze, then Adobe Connect to access servers for troubleshooting.
  • Helped Technical Support reps with customer issues they were unable to find answers for.
  • Interviewed the job candidates along with the Management Team.
  • Provided troubleshooting of issues with the wireless network.
  • Trained new customer service representatives.
  • Used web-based and dial-up remote access, networking, and telephony protocol applications.
  • Support of PC/Mobile operating systems including Windows XP/7/8 and Android/iOS/Windows Phone.
  • Research issues and provide solutions through knowledge base submissions.
  • Provide technical support assistance to business and residential customers of 5 DSL ISPs.
  • Diagnose and repair Apple desktop and laptop hardware and software issues in house.
  • Demonstrated ability to work as a team member with a customer satisfaction focus.
  • Answered incoming and outgoing Technical Support calls in a call center environment.
  • Conducted user trainings regarding computer hardware, software, and applications.

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How To Become A Senior Technical Support Representative

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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Senior Technical Support Representative jobs

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Senior Technical Support Representative Career Paths

Senior Technical Support Representative
Quality Assurance Engineer Quality Assurance Manager Operations Manager
Assistant Vice President
7 Yearsyrs
Network Technician Information Technology Manager Director Of Information
Chief Information Officer
11 Yearsyrs
Systems Administrator Information Technology Manager
Director Of Information
10 Yearsyrs
Technical Support Manager Senior Manager Director Of Information
Director Of Information Technology Services
12 Yearsyrs
Manager Service Manager Information Technology Manager
Director Of Technology And Services
11 Yearsyrs
Project Manager Program Manager General Manager
District Manager
7 Yearsyrs
Business Analyst Finance Manager Account Manager
District Sales Manager
7 Yearsyrs
Manager Technician Network Administrator
Information Systems Manager
6 Yearsyrs
Computer Technician Systems Administrator Information Technology Manager
Information Technology Director
10 Yearsyrs
Systems Administrator Network Engineer Network Administrator
Information Technology Manager
8 Yearsyrs
Technical Support Manager Service Manager Information Technology Manager
Infrastructure Manager
10 Yearsyrs
Systems Engineer Project Engineer Program Manager
Operations Director
9 Yearsyrs
Computer Technician Field Service Technician Service Manager
Operations Manager
7 Yearsyrs
Project Manager Construction Manager Operations Manager
President Of Operations
11 Yearsyrs
Quality Assurance Engineer Quality Assurance Business Analyst
Product Manager
7 Yearsyrs
Network Technician Systems Administrator Project Manager
Program Manager
8 Yearsyrs
Business Analyst Product Manager Sales Manager
Senior Account Manager
7 Yearsyrs
Help Desk Analyst Network Technician Information Technology Manager
Senior Information Technology Manager
10 Yearsyrs
Systems Engineer Project Manager Program Manager
Senior Manager
10 Yearsyrs
Help Desk Analyst Network Administrator Director Of Information
Vice President Of Information Technology
12 Yearsyrs
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Senior Technical Support Representative Demographics

Gender

  • Male

    71.9%
  • Female

    26.1%
  • Unknown

    2.0%

Ethnicity

  • White

    77.8%
  • Hispanic or Latino

    12.2%
  • Asian

    7.3%
  • Unknown

    2.2%
  • Black or African American

    0.5%
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Languages Spoken

  • Spanish

    46.2%
  • French

    7.7%
  • Polish

    7.7%
  • Portuguese

    3.8%
  • Icelandic

    3.8%
  • Vietnamese

    3.8%
  • German

    3.8%
  • Japanese

    3.8%
  • Greek

    3.8%
  • Carrier

    3.8%
  • Hindi

    3.8%
  • Tagalog

    3.8%
  • Italian

    3.8%
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Senior Technical Support Representative

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Senior Technical Support Representative Education

Senior Technical Support Representative

Unfortunately we don’t have enough data for this section.

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Top Skills for A Senior Technical Support Representative

TechnicalSupportRepresentativesComputerHardwareSoftwareProductsTroubleshootInternetExplorerEmailRemoteAccessWebTechnicalSupportIssuesMacCustomerServiceCustomerSatisfactionCustomerSupportAdditionalTechnicalSupportCallsCustomerIssuesNTSoftwareIssuesOSWindowsXP

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Top Senior Technical Support Representative Skills

  1. Technical Support Representatives
  2. Computer Hardware
  3. Software Products
You can check out examples of real life uses of top skills on resumes here:
  • Trained entry level technical support representatives.
  • Perform standard internet troubleshooting and computer hardware troubleshooting as needed.
  • Mentored existing and new technicians with support and training on all existing and new Hewlett Packard hardware and software products.
  • Documented troubleshooting strategies and implemented resolutions.
  • Delivered priority to customers who sent email directly to executives.

Top Senior Technical Support Representative Employers