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The differences between support analysts and customer support analysts can be seen in a few details. Each job has different responsibilities and duties. It typically takes 1-2 years to become both a support analyst and a customer support analyst. Additionally, a support analyst has an average salary of $75,989, which is higher than the $65,147 average annual salary of a customer support analyst.
The top three skills for a support analyst include customer service, troubleshoot and technical support. The most important skills for a customer support analyst are customer service, customer support, and technical support.
| Support Analyst | Customer Support Analyst | |
| Yearly salary | $75,989 | $65,147 |
| Hourly rate | $36.53 | $31.32 |
| Growth rate | 10% | 10% |
| Number of jobs | 107,039 | 116,811 |
| Job satisfaction | - | - |
| Most common degree | Bachelor's Degree, 62% | Bachelor's Degree, 62% |
| Average age | 42 | 42 |
| Years of experience | 2 | 2 |
The role of support analysts is to resolve problems with hardware, computer programs, and peripherals. They may focus on a particular aspect of the information technology (IT) department or give technical support to end-users. They mainly detect issues with IT equipment and software and devise solutions to resolve these issues. Also, they are responsible for answering queries from users, preparing service records, and handling escalations. Support analysts also support the company's IT operations and best practices by creating and distributing relevant IT documents.
A customer support analyst is responsible for assisting customers with their service issues, responding to their inquiries and concerns, and resolving their complaints. Customer support analysts strategize techniques in improving the customer's experience by providing outstanding customer services. They also review quality audits and logs to determine the efficiency and effectiveness of services and modify procedures as needed. A customer support analyst must have excellent communication and organizational skills to look for customer solutions that would highly improve the company's reputation to the market.
Support analysts and customer support analysts have different pay scales, as shown below.
| Support Analyst | Customer Support Analyst | |
| Average salary | $75,989 | $65,147 |
| Salary range | Between $50,000 And $114,000 | Between $42,000 And $99,000 |
| Highest paying City | Jersey City, NJ | San Francisco, CA |
| Highest paying state | New Jersey | New Jersey |
| Best paying company | The Citadel | SAP |
| Best paying industry | Finance | Technology |
There are a few differences between a support analyst and a customer support analyst in terms of educational background:
| Support Analyst | Customer Support Analyst | |
| Most common degree | Bachelor's Degree, 62% | Bachelor's Degree, 62% |
| Most common major | Business | Business |
| Most common college | Stanford University | Stanford University |
Here are the differences between support analysts' and customer support analysts' demographics:
| Support Analyst | Customer Support Analyst | |
| Average age | 42 | 42 |
| Gender ratio | Male, 63.1% Female, 36.9% | Male, 59.9% Female, 40.1% |
| Race ratio | Black or African American, 12.2% Unknown, 5.3% Hispanic or Latino, 14.9% Asian, 12.9% White, 54.3% American Indian and Alaska Native, 0.4% | Black or African American, 13.1% Unknown, 5.3% Hispanic or Latino, 15.2% Asian, 10.5% White, 55.5% American Indian and Alaska Native, 0.4% |
| LGBT Percentage | 11% | 11% |