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Become A Support Representative

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Working As A Support Representative

  • Getting Information
  • Interacting With Computers
  • Communicating with Persons Outside Organization
  • Communicating with Supervisors, Peers, or Subordinates
  • Establishing and Maintaining Interpersonal Relationships
  • Deal with People

  • Mostly Sitting

  • Repetitive

  • $42,000

    Average Salary

What Does A Support Representative Do

Customer service representatives interact with customers to handle complaints, process orders, and provide information about an organization’s products and services.

Duties

Customer service representatives typically do the following:

  • Listen to customers’ questions and concerns, and provide answers or responses
  • Provide information about products and services
  • Take orders, calculate charges, and process billing or payments
  • Review or make changes to customer accounts
  • Handle returns or complaints
  • Record details of customer contacts and actions taken
  • Refer customers to supervisors or more experienced employees

Customer service representatives answer questions or requests from customers or the public. They typically provide services by phone, but some also interact with customers face to face, by email, or live chat.

The specific duties of customer service representatives vary by industry. For example, representatives who work in banks may answer customers’ questions about their accounts. Representatives who work for utility and communication companies may help customers with service problems, such as outages. Those who work in retail stores often handle returns, process refunds, and help customers locate items. Some representatives make changes to customers’ accounts, such as updating addresses or canceling orders. Although selling is not their main job, some representatives may help generate sales while providing information about a product or service.

Customer service representatives typically use a telephone, computer, and other office equipment. For example, representatives who work in call centers answer phone calls and use computers to review and select standard responses from a list of options. Those employed in retail stores use registers to process returns or orders.

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How To Become A Support Representative

Customer service representatives typically need a high school diploma and receive on-the-job training to learn the specific skills needed for the job. They should be good at communicating and interacting with people and have some experience using computers.

Education

Customer service representatives typically need a high school diploma.

Training

Customer service representatives usually receive short-term on-the-job training, lasting 2 to 3 weeks. Those who work in finance and insurance may need several months of training to learn more complicated financial regulations.

General customer-service training may focus on procedures for answering questions, information about a company’s products and services, and computer and telephone use. Trainees often work under the guidance of an experienced worker for the first few weeks of employment.

In certain industries, such as finance and insurance, customer service representatives must remain current with changing regulations.

Licenses, Certifications, and Registrations

Customer service representatives who provide information about finance and insurance may need a state license. Although licensing requirements vary by state, they usually include passing a written exam. Some employers and organizations may provide training for these exams.

Important Qualities

Communication skills. Customer service representatives must be able to provide information in writing, by phone, or in person so that customers can understand them.

Customer-service skills. Representatives help companies retain customers by answering their questions and complaints in a helpful and professional manner.

Interpersonal skills. Representatives should be able to create positive interactions with customers.

Listening skills. Representatives must listen carefully and understand a customer’s situation in order to assist them.

Patience. Representatives should be patient and polite, especially when interacting with dissatisfied customers.

Problem-solving skills. Representatives must determine solutions to a customer’s problem. By resolving issues effectively, representatives contribute to customer loyalty and retention.

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Do you work as a Support Representative?

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Support Representative Jobs

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Support Representative Career Paths

Support Representative
Technical Support Specialist Systems Administrator
Information Technology Manager
7 Yearsyrs
Technical Support Specialist Systems Administrator Consultant
Account Manager
5 Yearsyrs
Technical Support Specialist Field Service Technician
Service Manager
6 Yearsyrs
Specialist Team Leader Assistant Manager
Assistant General Manager
5 Yearsyrs
Specialist Team Leader Office Manager
Accounting Manager
7 Yearsyrs
Specialist Team Leader General Manager
Director Of Sales
10 Yearsyrs
Support Specialist Systems Administrator Consultant
Regional Sales Manager
9 Yearsyrs
Support Specialist Consultant Account Manager
Senior Account Manager
7 Yearsyrs
Support Specialist Executive Assistant Office Manager
Business Office Manager
7 Yearsyrs
Technical Support Technician Network Administrator Project Manager
Assistant Vice President
7 Yearsyrs
Technical Support Technician Field Service Technician Assistant Manager
Center Manager
6 Yearsyrs
Technical Support Technician Field Service Technician Supervisor
Quality Assurance Manager
9 Yearsyrs
Computer Technician Lead Technician Operations Manager
Client Services Manager
7 Yearsyrs
Computer Technician Lead Technician Store Manager
Sales Account Manager
6 Yearsyrs
Computer Technician Technician Account Executive
Relationship Manager
6 Yearsyrs
Help Desk Analyst Analyst Office Manager
Administrative Manager
6 Yearsyrs
Help Desk Analyst Analyst Operations Manager
Manager, Assistant Vice President
7 Yearsyrs
Help Desk Analyst Administrator Customer Service Manager
Call Center Manager
6 Yearsyrs
Certified Nursing Assistant Billing Specialist Claims Representative
Senior Representative
5 Yearsyrs
Benefit Specialist Senior Customer Service Representative Director, Customer Support Services
Manager, Custom Support And Services
7 Yearsyrs
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Do you work as a Support Representative?

Help others decide if this is a good career for them

Average Length of Employment
Representative 2.2 years
Support Agent 2.0 years
Top Careers Before Support Representative
Cashier 8.9%
Internship 3.7%
Teller 2.5%
Manager 2.2%
Server 2.0%
Supervisor 2.0%
Top Careers After Support Representative
Cashier 4.7%
Specialist 3.3%
Supervisor 2.6%

Do you work as a Support Representative?

Support Representative Demographics

Gender

Female

50.5%

Male

37.7%

Unknown

11.8%
Ethnicity

White

61.8%

Hispanic or Latino

16.2%

Black or African American

11.7%

Asian

6.7%

Unknown

3.5%
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Foreign Languages Spoken

Spanish

67.7%

French

7.1%

Portuguese

3.7%

Russian

2.8%

German

2.8%

Italian

2.0%

Korean

1.7%

Japanese

1.7%

Carrier

1.4%

Polish

1.4%

Vietnamese

1.1%

Arabic

1.1%

Hindi

0.8%

Ukrainian

0.8%

Tagalog

0.8%

Gujarati

0.6%

Mandarin

0.6%

Dakota

0.6%

Greek

0.6%

Cantonese

0.6%
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Support Representative Education

Schools

University of Phoenix

29.4%

Strayer University

9.6%

Kaplan University

4.9%

Brigham Young University

4.9%

Ashford University

4.5%

Arizona State University

3.9%

University of South Alabama

3.8%

American InterContinental University

3.8%

University of North Texas

3.5%

Texas State University

3.2%

University of Texas at Arlington

3.1%

Capella University

3.1%

University of Central Florida

2.9%

University of South Florida

2.9%

University of Maryland - University College

2.9%

Georgia State University

2.9%

Grand Canyon University

2.8%

Tennessee State University

2.8%

Remington College

2.5%

Northern Illinois University

2.5%
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Majors

Business

30.2%

Health Care Administration

5.8%

Computer Science

5.6%

Psychology

5.0%

Accounting

5.0%

Criminal Justice

4.8%

Computer Information Systems

4.7%

Information Technology

4.6%

Communication

4.5%

Management

3.6%

Marketing

3.5%

General Studies

3.3%

Liberal Arts

2.8%

Medical Assisting Services

2.7%

Nursing

2.6%

Human Resources Management

2.6%

Finance

2.4%

English

2.3%

Computer Networking

2.1%

Electrical Engineering

1.9%
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Degrees

Bachelors

39.8%

Other

26.5%

Associate

15.1%

Masters

10.2%

Certificate

5.4%

Diploma

2.2%

Doctorate

0.5%

License

0.3%
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Job type you want
Full Time
Part Time
Internship
Temporary
Average Yearly Salary
$42,000
View Detailed Salary Report
$23,000
Min 10%
$42,000
Median 50%
$42,000
Median 50%
$42,000
Median 50%
$42,000
Median 50%
$42,000
Median 50%
$42,000
Median 50%
$42,000
Median 50%
$76,000
Max 90%
Highest Paying City
New York, NY
Highest Paying State
Rhode Island
Avg Experience Level
2.3 years
How much does a Support Representative make at top companies?
The national average salary for a Support Representative in the United States is $42,979 per year or $21 per hour. Those in the bottom 10 percent make under $24,000 a year, and the top 10 percent make over $76,000.

Real Support Representative Salaries

Job Title Company Location Start Date Salary
Data Visualization (Tier 2) Support Representative Datawatch Corporation Chelmsford, MA Mar 16, 2015 $125,000
Director Global Support To Members and Representatives Worldventures Holdings, LLC Plano, TX Sep 02, 2015 $120,000 -
$140,000
Mining Support Representative Caterpillar Inc. Peoria, IL Oct 01, 2010 $89,000
Cognos Support Representative The Ultimate Software Group Jacksonville, FL Aug 20, 2011 $77,388
User Support Representative Thomson Reuters (Tax & Accounting) Inc. Hoboken, NJ Nov 21, 2016 $74,117
Cognos Support Representative The Ultimate Software Group Weston, FL May 13, 2011 $70,200
AIM Service Support Representative Bloomberg, LP New York, NY Mar 09, 2015 $70,000
GIS Support Representative Petroleum Geo-Services, Inc. Houston, TX Sep 21, 2013 $61,500
Network Support Representative Slashsupport, Inc. San Jose, CA Sep 18, 2014 $59,800
GIS Support Representative Petroleum Geo-Services, Inc. Houston, TX Sep 21, 2010 $50,014
GIS Support Representative Petroleum Geo-Services, Inc. Houston, TX Mar 05, 2010 $40,019

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Top Skills for A Support Representative

  1. Customer Service
  2. Technical Support
  3. Phone Calls
You can check out examples of real life uses of top skills on resumes here:
  • Increased overall hospital patient satisfaction rate by consistently delivering outstanding customer service.
  • Provided second tier technical support ensuring device functioning normally and customer completely satisfied.
  • Helped reinforce campus security measures, greeted visitors, answered inbound phone calls, and maintained front desk area.
  • Participated in educational programs and in-house meetings on product information and new procedures.
  • Content developer providing marketing communications such as branded HTML emails, Online Banking and website maintenance to the credit union industry.

What is it like to work as a Support Representative

4.0

What was your job title?

Support Representative.. Show More

What do you like the most about working as Support Representative?

I enjoyed the satisfaction of assisting customers and solving problems.. Show More

What do you NOT like?

Management doesn't appreciate the role I play in revenue generation and retention... Show More

How Would You Rate Working As a Support Representative?

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Top 10 Best States for Support Representatives

  1. District of Columbia
  2. Alaska
  3. Colorado
  4. Delaware
  5. New Jersey
  6. Massachusetts
  7. Rhode Island
  8. Maine
  9. Connecticut
  10. Minnesota
  • (305 jobs)
  • (100 jobs)
  • (964 jobs)
  • (123 jobs)
  • (934 jobs)
  • (995 jobs)
  • (128 jobs)
  • (187 jobs)
  • (371 jobs)
  • (747 jobs)

Top Support Representative Employers

Jobs From Top Support Representative Employers

Support Representative Videos

Career Advice on becoming an Electrical Engineer by Allan H (Full Version)

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