What does a technical service representative do?
A Technical Service Representative is responsible for providing customer service with customers' technical and network issues. They perform troubleshooting procedures through remote communication to fix end-users' problems on their hardware and software systems.They diagnose the system failures according to the customers' descriptions and identify technical solutions to avoid the reoccurrence of the same problem. A Technical Service Representative must have excellent communication and technical skills to navigate systems and ensure that the customers receive the highest satisfaction.
Technical service representative responsibilities
Here are examples of responsibilities from real technical service representative resumes:
- Install, manage and troubleshot VPN connection client in the enterprise environment.
- Educate veterans and the college community on veteran's benefits and academic requirements need to accomplish academic goals.
- Provide technical support relating to account profiles, remote client access via VPN.
- Key achievements: develop new systems for automotive modular windows and air bag covers.
- Set up repairs, replacements, and orders over the phone for apple Iphone products
- Complete require systems training, certification and refresher training as outlined for the TSR position.
- Install fire equipment including smoke detectors, pull stations, heat detectors and water flow switches.
- Create and maintain an asset spreadsheet for use by TSR's to get accurate asset information.
- Install, maintain, and service IP network and transport service hardware and software under limit supervision.
- Perform maintenance, evaluation, installation, and training tasks to ensure LAN performance meets company and user requirements.
- Communicate operational feedback information regarding future aircraft improvements and retrofit of existing aircraft.
- Design, install, and retrofit programmable logic controllers and other computerize electronic equipment in the material handling systems.
- Install and service various analog and IP video monitoring systems including cameras, digital video recorder and network video recorder applications.
- Demonstrate superb organizational and multitasking abilities
- Coordinate the installation and certification of fire alarm, access control, CCTV, and security systems with installing contractors.
Technical service representative skills and personality traits
We calculated that 13% of Technical Service Representatives are proficient in Customer Satisfaction, Switches, and LAN. They’re also known for soft skills such as Communication skills, Computer skills, and Patience.
We break down the percentage of Technical Service Representatives that have these skills listed on their resume here:
- Customer Satisfaction, 13%
Maintained a high level of customer satisfaction, performed preventive maintenance and on-site repairs, and provided customers with on-site/telephone support/troubleshooting.
- Switches, 9%
Gained knowledge of performing configurations on Cisco 1900 switches, APC UPS units, Symbol RF equipment and access points.
- LAN, 7%
Performed maintenance, evaluation, installation, and training tasks to ensure LAN performance meets company and user requirements.
- VPN, 7%
Assisted clients with troubleshooting and retrieving credentials to connect to their respective Virtual Machines and VPN accounts.
- Strong Customer Service, 7%
Use strong customer service communication skills to effectively talk novice customers through technical issues.
- Product Line, 5%
Assisted medical professionals with technical inquiries and resolved technical issues for hematology and coagulation product line.
Common skills that a technical service representative uses to do their job include "customer satisfaction," "switches," and "lan." You can find details on the most important technical service representative responsibilities below.
Communication skills. The most essential soft skill for a technical service representative to carry out their responsibilities is communication skills. This skill is important for the role because "customer service representatives must be able to provide clear information in writing, by phone, or in person." Additionally, a technical service representative resume shows how their duties depend on communication skills: "provided troubleshooting and resolution of telecommunication-application issues from customer support and other departments with an excellent success rate. "
Patience. Another skill that relates to the job responsibilities of technical service representatives is patience. This skill is critical to many everyday technical service representative duties, as "representatives should be patient and polite, especially when interacting with dissatisfied customers." This example from a resume shows how this skill is used: "exercised patience and attention to detail to assist and resolve customer inquiries. "
Listening skills. A big part of what technical service representatives do relies on "listening skills." You can see how essential it is to technical service representative responsibilities because "representatives must listen carefully to ensure that they understand customers in order to assist them." Here's an example of how this skill is used from a resume that represents typical technical service representative tasks: "demonstrated ability for problem solving and active listening skills - being able to diffuse customer issues with tact and ease. "
Problem-solving skills. A commonly-found skill in technical service representative job descriptions, "problem-solving skills" is essential to what technical service representatives do. Technical service representative responsibilities rely on this skill because "representatives must determine solutions to customers’ problems." You can also see how technical service representative duties rely on problem-solving skills in this resume example: "respond to customer support requests and ensure they are resolved quickly, accurately, and professionally. "
Interpersonal skills. Lastly, "interpersonal skills" is an important element of what a technical service representative does. Technical service representative responsibilities require this skill because "representatives should be able to create positive interactions with customers." This resume example highlights how technical service representative duties rely on this skill: "developed excellent interpersonal skills handling customer service calls, order entry, customer credit and calculating monthly customer prepays. "
See the full list of technical service representative skills
The three companies that hire the most technical service representatives are:
- Veolia Environmental Services North America21 technical service representatives jobs
- Akzo Nobel Coatings Inc.10 technical service representatives jobs
- Customer Engineering Services10 technical service representatives jobs
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Compare different technical service representatives
Technical service representative vs. Customer service technician
A customer service technician is professional personnel who answers calls and helps customers address technical problems and often travels to homes or businesses in order to repair or maintain products. He/She interacts with his/her customers through phone, face to face, by email, or live chat and provides information about the products that he/she maintains. A customer service technician requires to attain a high school diploma and may need talents such as communication and listening skills.
While similarities exist, there are also some differences between technical service representatives and customer service technician. For instance, technical service representative responsibilities require skills such as "switches," "vpn," "product line," and "windows." Whereas a customer service technician is skilled in "basic math," "math," "pathogens," and "alertness." This is part of what separates the two careers.
Customer service technicians earn the highest salaries when working in the manufacturing industry, with an average yearly salary of $40,109. On the other hand, technical service representatives are paid more in the technology industry with an average salary of $44,903.The education levels that customer service technicians earn slightly differ from technical service representatives. In particular, customer service technicians are 1.1% less likely to graduate with a Master's Degree than a technical service representative. Additionally, they're 0.4% less likely to earn a Doctoral Degree.Technical service representative vs. Business representative
Typically working as a member of a company's sales team, a business representative offers products and services to customers through appointments or calls and correspondence, securing sales and customer satisfaction. Among their responsibilities include answering inquiries, processing payments, assisting clients in filling out forms, negotiating contracts, developing sales strategies, researching new business and client opportunities, and producing sales reports. Furthermore, as a business representative, it is essential to have a great understanding of the company's vision and mission, including its policies and regulations.
In addition to the difference in salary, there are some other key differences worth noting. For example, technical service representative responsibilities are more likely to require skills like "customer satisfaction," "switches," "lan," and "vpn." Meanwhile, a business representative has duties that require skills in areas such as "customer service," "patients," "powerpoint," and "business development." These differences highlight just how different the day-to-day in each role looks.
On average, business representatives earn a higher salary than technical service representatives. Some industries support higher salaries in each profession. Interestingly enough, business representatives earn the most pay in the finance industry with an average salary of $57,069. Whereas technical service representatives have higher pay in the technology industry, with an average salary of $44,903.Average education levels between the two professions vary. Business representatives tend to reach similar levels of education than technical service representatives. In fact, they're 0.5% more likely to graduate with a Master's Degree and 0.4% more likely to earn a Doctoral Degree.Technical service representative vs. Customer support representative
A customer support representative is responsible for answering calls and correspondence, providing customer assistance in various technical issues, concerns, or difficulties. There are also instances when they must make calls to follow-up on the issues, or even sell products and services. Most of the time, a customer support representative has a certain quota to reach and works under a manager's supervision. Furthermore, it is essential to keep accurate records and report to managers or supervisors should there be any problems.
Some important key differences between the two careers include a few of the skills necessary to fulfill the responsibilities of each. Some examples from technical service representative resumes include skills like "switches," "lan," "vpn," and "product line," whereas a customer support representative is more likely to list skills in "data entry," "work ethic," "inbound phone calls," and "crm. "
Customer support representatives earn the highest salary when working in the finance industry, where they receive an average salary of $38,928. Comparatively, technical service representatives have the highest earning potential in the technology industry, with an average salary of $44,903.customer support representatives typically earn similar educational levels compared to technical service representatives. Specifically, they're 0.6% less likely to graduate with a Master's Degree, and 0.3% less likely to earn a Doctoral Degree.Technical service representative vs. Customer representative
A customer service representative is an individual person who establishes communication between customers and the organization by answering questions, resolve complaints, and address emergency issues about the products and services he/she sells. He/She must possess an approachable personality, a passion for customer service, and work with his/her fellow workmates. The minimum educational requirement for a customer service representative is a high school diploma; however, a candidate must complete on-the-job training. A Customer Service Representative should also possess excellent communication and problem-solving skills.
Types of technical service representative
Updated January 8, 2025
