What does a service support specialist do?
A service support specialist's role is to assist clients by addressing and resolving their inquiries, concerns, and complaints. Their responsibilities typically revolve around responding to calls and correspondence, troubleshooting, analyzing customer needs, identifying the root of issues, and providing the necessary corrective measures, all to ensure efficiency and client satisfaction. There are also instances when they must perform follow-up calls, offer products and services, process payments, and even manage accounts. Furthermore, as a service support analyst, it is essential to engage with clients in a friendly yet professional approach, in adherence to the company's policies and regulations.
Service support specialist responsibilities
Here are examples of responsibilities from real service support specialist resumes:
- Assist underwriters in expediting new business, processing endorsements and/or modifying existing policies while achieving broker relationships.
- Provide underwriting support, including printing endorsements and processing renewal policies and researching information when need.
- Work with modifications, conventional and FHA loans.
- Update QAS system with current information pertaining to loan files.
- Make underwriting decisions base on Flagstar, FNMA and FHLMC guidelines.
- Conduct routine reviews of DOD policies to ensure program compliance with statutory requirements.
- Assist with trade shows and event planning, create and update PowerPoint presentation files.
- Serve as SME and promote knowledge sharing with less experience technicians and helpdesk staff.
- Facilitate meeetings with account teams on updates of roles and reponsibilities of the CSS model.
- Research and analyze completed data entry in QAS from credit documents include in the loan file.
- Monitor merchant daily card and ACH processing volume.- Determine if that merchant requires further review to mitigate risk.
- Provide support for collection, analysis, storage, retrieval and dissemination of DoD known criminal intelligence data.
- Assist brokers and lenders with data entry for residential, commercial and governmental loans including FHA and VA loans.
- Trouble shooting and repair of new, and existing Linux, HP-UX, and RedHat servers, including patching.
- Record material transfers, storage and other movements on PCs, CRTs, or paper, ensuring accuracy of information.
Service support specialist skills and personality traits
We calculated that 20% of Service Support Specialists are proficient in Customer Service, Support Services, and Social Work. They’re also known for soft skills such as Speaking skills, Writing skills, and Customer-service skills.
We break down the percentage of Service Support Specialists that have these skills listed on their resume here:
- Customer Service, 20%
Provided exceptional customer service which included assisting and implementing a total wireless communication solution which correlated to each customer s requirements.
- Support Services, 13%
Provide a variety of technical support services to provision security permissions for North America and Canada.
- Social Work, 7%
Facilitated communication among social workers, program manager, and call operators to ensure accurate and up-to-date reporting.
- Patients, 5%
Supported needs of both patients and providers, coordinating with other schedulers and collectively ensuring customer satisfaction.
- Data Entry, 5%
Complete extensive data entry of all call information into company computer system to maintain effective records and ensure optimal efforts.
- Windows, 4%
Manage network security access protocols for end users via Microsoft Windows Server software and other applications.
Common skills that a service support specialist uses to do their job include "customer service," "support services," and "social work." You can find details on the most important service support specialist responsibilities below.
Speaking skills. To carry out their duties, the most important skill for a service support specialist to have is speaking skills. Their role and responsibilities require that "support workers must describe the solutions to computer problems in a way that a nontechnical person can understand." Service support specialists often use speaking skills in their day-to-day job, as shown by this real resume: "navigate through multiple data entry systems and other relevant applications, tools and resources while speaking with customers and co-workers. "
Writing skills. Many service support specialist duties rely on 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.," so a service support specialist will need this skill often in their role. This resume example is just one of many ways service support specialist responsibilities rely on writing skills: "demonstrate account management skills and provide customer support revise/review sops, with good technical writing abilities, verbal and communications skills. "
Customer-service skills. This is an important skill for service support specialists to perform their duties. For an example of how service support specialist responsibilities depend on this skill, consider that "computer support specialists must be patient and sympathetic." This excerpt from a resume also shows how vital it is to everyday roles and responsibilities of a service support specialist: "maintain a high level of customer support through teamwork and communication of technical/procedural issues. ".
Listening skills. For certain service support specialist responsibilities to be completed, the job requires competence in "listening skills." The day-to-day duties of a service support specialist rely on this skill, as "support workers must be able to understand the problems that their customers are describing and know when to ask questions to clarify the situation." For example, this snippet was taken directly from a resume about how this skill applies to what service support specialists do: "communicated with clients both verbally and in writing to resolve any inquiries regarding their treasury management services. "
Problem-solving skills. Another common skill required for service support specialist responsibilities is "problem-solving skills." This skill comes up in the duties of service support specialists all the time, as "support workers must identify both simple and complex computer problems, analyze them, and solve them." An excerpt from a real service support specialist resume shows how this skill is central to what a service support specialist does: "provide customer support and technical issue resolution via phone, email and instant messenger. "
The three companies that hire the most service support specialists are:
- Ricoh27 service support specialists jobs
- BNY Mellon23 service support specialists jobs
- Tyler Technologies15 service support specialists jobs
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Compare different service support specialists
Service support specialist vs. 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. 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.
These skill sets are where the common ground ends though. The responsibilities of a service support specialist are more likely to require skills like "support services," "social work," "patients," and "windows." On the other hand, a job as an administrative technical support requires skills like "desk support," "email accounts," "network printers," and "sql server." As you can see, what employees do in each career varies considerably.
The education levels that administrative technical supports earn slightly differ from service support specialists. In particular, administrative technical supports are 0.6% more likely to graduate with a Master's Degree than a service support specialist. Additionally, they're 0.1% more likely to earn a Doctoral Degree.Service support specialist vs. Support
A support employee is responsible for assisting the business operations and responding to customers' inquiries and concerns regarding its goods and services. Support logs all customers' interaction and escalates potential complaints to the appropriate department. They also help with implementing strategic procedures to improve operations and reach maximum productivity. A support employee must have excellent communication and customer service skills, ensuring clients' satisfaction with the services and maintain good feedback to boost the company's brand, attract more clients, and increase revenues.
Each career also uses different skills, according to real service support specialist resumes. While service support specialist responsibilities can utilize skills like "support services," "social work," "windows," and "technical support," supports use skills like "cash management," "inventory control," "ladders," and "basic math."
Supports may earn a lower salary than service support specialists, but supports earn the most pay in the professional industry with an average salary of $50,563. On the other hand, service support specialists receive higher pay in the technology industry, where they earn an average salary of $54,561.supports earn similar levels of education than service support specialists in general. They're 0.8% less likely to graduate with a Master's Degree and 0.1% more likely to earn a Doctoral Degree.What technology do you think will become more important and prevalent for service support specialists in the next 3-5 years?
Claire Strom Ph.D.
Rapetti-Trunzo Chair of History, Rollins College
Service support specialist vs. Support representative
The primary job of technical support representatives is to answer incoming calls and resolve customer problems or complaints related to computer hardware and software. They typically work in team environments and report directly to the technical department manager. Aside from answering phone calls, they also maintain the solutions database and respond to online chat requests and technical support emails. A successful technical support representative should have an in-depth knowledge of diagnosing and fixing computer problems, customer service skills, and problem-solving skills.
Some important key differences between the two careers include a few of the skills necessary to fulfill the responsibilities of each. Some examples from service support specialist resumes include skills like "support services," "social work," "windows," and "credit card," whereas a support representative is more likely to list skills in "strong problem-solving," "strong customer service," "hipaa," and "technical support troubleshooting. "
Support representatives earn the highest salary when working in the technology industry, where they receive an average salary of $35,685. Comparatively, service support specialists have the highest earning potential in the technology industry, with an average salary of $54,561.support representatives typically earn similar educational levels compared to service support specialists. Specifically, they're 1.8% less likely to graduate with a Master's Degree, and 0.1% less likely to earn a Doctoral Degree.Service support specialist vs. Support agent
As the name entails, the job of a customer support agent is to provide excellent support and assistance to both new and existing customers. You will provide customers with information on products or services, oversee and resolve customer complaints, cancellations, errors, and other issues, assist in maintaining customer satisfaction and retention. Additionally, a customer support agent is responsible for encouraging customers to purchase a product or service and educating them about the product. You are also expected to accurately process emails and fax communications with customers.
Types of service support specialist
Updated January 8, 2025
