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 representing typical tasks they are likely to perform in their roles.

  • 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.

Some of the skills we found on service support specialist resumes included "customer service," "support services," and "social work." We have detailed the most important service support specialist responsibilities below.

  • Speaking skills can be considered to be the most important personality trait for a service support specialist to have. According to a service support specialist resume, "support workers must describe the solutions to computer problems in a way that a nontechnical person can understand." Service support specialists are able to use speaking skills in the following example we gathered from a resume: "navigate through multiple data entry systems and other relevant applications, tools and resources while speaking with customers and co-workers. "
  • While it may not be the most important skill, we found that many service support specialist duties rely on writing skills. This example from a service support specialist explains why: "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 resume example is just one of many ways service support specialists are able to utilize 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 is also an important skill for service support specialists to have. This example of how service support specialists use this skill comes from a service support specialist resume, "computer support specialists must be patient and sympathetic" Read this excerpt from a resume to understand how vital it is to their everyday roles and responsibilities, "maintain a high level of customer support through teamwork and communication of technical/procedural issues. "
  • In order for certain service support specialist responsibilities to be completed, the job requires the skill "listening skills." According to a service support specialist 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." As an example, this snippet was taken directly from a resume about how this skill applies: "communicated with clients both verbally and in writing to resolve any inquiries regarding their treasury management services. "
  • Another common skill for a service support specialist to be able to utilize is "problem-solving skills." Support workers must identify both simple and complex computer problems, analyze them, and solve them. A service support specialist demonstrated the need for this skill by putting this on their resume: "provide customer support and technical issue resolution via phone, email and instant messenger. "
  • See the full list of service support specialist skills.

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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 service support specialist annual salary with that of an administrative technical support. Typically, administrative technical supports earn a $3,215 higher salary than service support specialists earn annually.

    Even though service support specialists 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, data entry, and technical support in the day-to-day roles.

    These skill sets are where the common ground ends though. A service support specialist responsibility is more likely to require skills like "support services," "social work," "patients," and "windows." Whereas a administrative technical support requires skills like "desk support," "email accounts," "network printers," and "sql server." Just by understanding these different skills you can see how different these careers are.

    The education levels that administrative technical supports earn is a bit different than that of 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.

    What Are The Duties Of a 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.

    Now we're going to look at the support profession. On average, supports earn a $7,311 lower salary than service support specialists a year.

    A similarity between the two careers of service support specialists and supports are a few of the skills associated with both roles. We used resumes from both professions to find that both use skills like "customer service," "patients," and "data entry. "

    But both careers also use 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," some 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 side of things, service support specialists receive higher paychecks in the technology industry where they earn an average of $54,561.

    On the topic of education, 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.

    How a Support Representative Compares

    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.

    The third profession we take a look at is support representative. On an average scale, these workers bring in lower salaries than service support specialists. In fact, they make a $10,166 lower salary per year.

    Using service support specialists and support representatives resumes, we found that both professions have similar skills such as "customer service," "patients," and "data entry," but the other skills required are very different.

    Some important key differences between the two careers are a few of the skills necessary to fulfill responsibilities. Some examples from service support specialist resumes include skills like "support services," "social work," "windows," and "credit card," whereas a support representative might be skilled in "strong problem-solving," "strong customer service," "hipaa," and "technical support troubleshooting. "

    Additionally, support representatives earn a higher salary in the technology industry compared to other industries. In this industry, they receive an average salary of $35,685. Additionally, service support specialists earn an average salary of $54,561 in the technology industry.

    Support representatives are known to earn similar educational levels when compared to service support specialists. 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 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.

    The fourth career we look at typically earns lower pay than service support specialists. On average, support agents earn a difference of $7,493 lower per year.

    While both service support specialists and support agents complete day-to-day tasks using similar skills like customer service, data entry, and technical support, the two careers also vary in other skills.

    While some skills are shared by these professions, there are some differences to note. "support services," "social work," "patients," and "windows" are skills that have shown up on service support specialists resumes. Additionally, support agent uses skills like reservations, excellent time management, basic math, and telemarketing on their resumes.

    Support agents earn a higher salary in the technology industry with an average of $41,689. Whereas, service support specialists earn the highest salary in the technology industry.

    In general, support agents reach similar levels of education when compared to service support specialists resumes. Support agents are 2.4% less likely to earn their Master's Degree and 0.1% more likely to graduate with a Doctoral Degree.