What does a support do?
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.
Support responsibilities
Here are examples of responsibilities from real support resumes:
- Manage SharePoint site user access using ITSM ticketing system, efficiently handle 3 plus trouble tickets daily.
- Manage office LAN, instituting daily backups of all corporate documents, network-wide virus protection, and firewall security.
- Prepare and maintain production reports in excel, access, and PowerPoint.
- Train physicians on how to effectively use CPOE - order entry and order set.
- Assist in creating PowerPoint presentations for monthly business meetings, MLS reports and daily listings.
- Work closely with the builder team, to troubleshoot any issues the clinic are experiencing.
- Coordinate daily department activities (POS machine downloads, training, testing, inventory management, etc . )
- Follow up with teams that are running the program at their school sites and troubleshoot any problems they may encounter.
- Facilitate transition to new payroll system.
- Enter payroll bi-weekly for corporate processing.
- Perform Linux administration and data migration activities.
- Document /escalated user build/design requests to Cerner build team.
- Perform other duties as assigned regular, dependable attendance and punctuality
- Validate data sources identify and remove duplicate data in Salesforce.
- Document SharePoint usage statistics, report daily trend analysis to management.
Support skills and personality traits
We calculated that 38% of Supports are proficient in Customer Service, Cash Management, and Customer Satisfaction. They’re also known for soft skills such as Customer-service skills, Listening skills, and Problem-solving skills.
We break down the percentage of Supports that have these skills listed on their resume here:
- Customer Service, 38%
Received a letter of recognition by the Director of Emergency Management for excellent professionalism, customer service and efficient workmanship.
- Cash Management, 24%
Provided reports on a daily basis for management and Cash management team regarding funding requirements.
- Customer Satisfaction, 23%
Managed overall day-to-day business functions with primary responsibility for ensuring high levels of efficiency, productivity and customer satisfaction.
- HR, 3%
Assist Manager with daily HR functions and correspondence, responsible for processing EOC Claims, research Grievance/litigation issues.
- Inventory Control, 2%
Key Accomplishments: * Completed inventory control transactions and received returned materials into the inventory.
- Ladders, 1%
Set up, arranged and removed decorations, tables, chairs, ladders and scaffolding to prepare facilities for large events.
"customer service," "cash management," and "customer satisfaction" are among the most common skills that supports use at work. You can find even more support responsibilities below, including:
Customer-service skills. To carry out their duties, the most important skill for a support to have is customer-service skills. Their role and responsibilities require that "computer support specialists must be patient and sympathetic." Supports often use customer-service skills in their day-to-day job, as shown by this real resume: "maintain data entry records and customer appointments. "
Listening skills. Many support duties rely on 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.," so a support will need this skill often in their role. This resume example is just one of many ways support responsibilities rely on listening skills: "communicated funding requirements with supervisor and cash management team regarding cps. "
Problem-solving skills. Another skill that relates to the job responsibilities of supports is problem-solving skills. This skill is critical to many everyday support duties, as "support workers must identify both simple and complex computer problems, analyze them, and solve them." This example from a resume shows how this skill is used: "used appropriate software solutions and computer systems to accurately document and track client contacts. "
Speaking skills. A big part of what supports do relies on "speaking skills." You can see how essential it is to support responsibilities because "support workers must describe the solutions to computer problems in a way that a nontechnical person can understand." Here's an example of how this skill is used from a resume that represents typical support tasks: "handled 60 or more inbound calls speaking with prospective students while meeting the company performance standard. "
Writing skills. A commonly-found skill in support job descriptions, "writing skills" is essential to what supports do. Support responsibilities rely on this skill because "strong writing skills are useful for preparing instructions and email responses for employees and customers, as well as for real-time web chat interactions." You can also see how support duties rely on writing skills in this resume example: "support teacher with teaching math, reading, and writing. "
The three companies that hire the most supports are:
- The Home Depot3,042 supports jobs
- Roehl Transport94 supports jobs
- Weight Watchers International, Inc.71 supports jobs
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Compare different supports
Support vs. Information technology/support technician
An information technology (IT) support technician is an individual who is responsible for providing support and troubleshoots software and hardware problems faced by customers. As for larger organizations that have their own IT department, technicians must work together internally with their IT staff members. IT support technicians are involved in inspecting and resolving minor local area network and wireless network issues, which include TCP/IP, DHCP, and VPN. They are also required to obtain an associate's degree in computer science or related field.
While similarities exist, there are also some differences between supports and information technology/support technician. For instance, support responsibilities require skills such as "cash management," "customer satisfaction," "hr," and "inventory control." Whereas a information technology/support technician is skilled in "troubleshoot," "desk support," "phone calls," and "remote desktop." This is part of what separates the two careers.
Information technology/support technicians really shine in the technology industry with an average salary of $53,210. Comparatively, supports tend to make the most money in the professional industry with an average salary of $50,563.The education levels that information technology/support technicians earn slightly differ from supports. In particular, information technology/support technicians are 0.8% less likely to graduate with a Master's Degree than a support. Additionally, they're 0.3% less likely to earn a Doctoral Degree.Support 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.
In addition to the difference in salary, there are some other key differences worth noting. For example, support responsibilities are more likely to require skills like "cash management," "customer satisfaction," "hr," and "inventory control." Meanwhile, an administrative technical support has duties that require skills in areas such as "technical support," "troubleshoot," "phone calls," and "desk support." These differences highlight just how different the day-to-day in each role looks.
Average education levels between the two professions vary. Administrative technical supports tend to reach similar levels of education than supports. In fact, they're 1.4% more likely to graduate with a Master's Degree and 0.3% less likely to earn a Doctoral Degree.Support vs. Technical support coordinator
A technical support coordinator oversees and coordinates the activities of technical support teams, ensuring clients and staff receive optimal support and service. They typically set objectives and guidelines, establish schedules and action plans, perform audits and assessments, review documentation and client feedback, and conduct research and analysis to develop strategies that will optimize the daily operations of the department. Moreover, as a technical support coordinator, it is essential to lead and encourage teams to reach goals while implementing the company's standards and policies.
The required skills of the two careers differ considerably. For example, supports are more likely to have skills like "cash management," "hr," "inventory control," and "ladders." But a technical support coordinator is more likely to have skills like "phone calls," "excellent interpersonal," "remedy," and "customer support."
Technical support coordinators earn the highest salary when working in the technology industry, where they receive an average salary of $41,903. Comparatively, supports have the highest earning potential in the professional industry, with an average salary of $50,563.Most technical support coordinators achieve a similar degree level compared to supports. For example, they're 1.8% more likely to graduate with a Master's Degree, and 0.4% more likely to earn a Doctoral Degree.Support vs. Technical support technician
Technical support technicians are skilled professionals who resolve computer or information technology-related concerns. They may do installations, repairs, or maintenance activities of various applications or computer hardware. They are sometimes assigned specific issues or concerns to resolve so that they will not be bombarded with various issues. This means that they can now specialize in a specific family of concerns. Technical support technicians may provide on-site support, going directly to the person who needs help and doing what needs to be done or troubleshoot the problem in person. They may also be offsite and would usually be manning helpdesk hotlines. Offsite technical support technicians walk the caller through the steps they should do to fix the issues. As such, when a technical support technician is offsite, they are expected to be good communicators and will be able to provide clear instructions.
Even though a few skill sets overlap between supports and technical support technicians, there are some differences that are important to note. For one, a support might have more use for skills like "cash management," "customer satisfaction," "hr," and "inventory control." Meanwhile, some responsibilities of technical support technicians require skills like "technical support," "customer support," "desktop support," and "sql. "
The finance industry tends to pay the highest salaries for technical support technicians, with average annual pay of $52,365. Comparatively, the highest support annual salary comes from the professional industry.The average resume of technical support technicians showed that they earn similar levels of education compared to supports. So much so that theyacirc;euro;trade;re 1.7% less likely to earn a Master's Degree and less likely to earn a Doctoral Degree by 0.2%.Types of support
Updated January 8, 2025
