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What is a technical support agent and how to become one
A technical support agent assists and guides customers facing technical issues with a product or service. They work in industries, including healthcare, finance, and retail. Technical support agents troubleshoot problems over the phone, email, or chat, and provide solutions to customers. They also document their interactions with customers and escalate complex issues to higher-level support teams when necessary. Technical support agents must possess excellent communication skills and patience to resolve issues.
What general advice would you give to a technical support agent?
Kate Marek Ph.D.
Director and Professor, Dominican University
Avg. Salary $30,389
Avg. Salary $59,228
Growth rate 10%
Growth rate 0.3%
American Indian and Alaska Native 0.41%
Asian 10.56%
Black or African American 11.34%
Hispanic or Latino 16.18%
Unknown 5.38%
White 56.12%
Genderfemale 42.34%
male 57.66%
Age - 41American Indian and Alaska Native 3.00%
Asian 7.00%
Black or African American 14.00%
Hispanic or Latino 19.00%
White 57.00%
Genderfemale 47.00%
male 53.00%
Age - 41Stress level is high
7.1 - high
Complexity level is challenging
7 - challenging
Work life balance is good
6.4 - fair
What are the pros and cons of being a technical support agent?
Pros
Opportunity to learn new technologies
Chance to interact with different people and cultures
Develop problem-solving skills
Work-from-home options
Potential for overtime pay
Cons
Dealing with angry or frustrated customers
Long hours sitting in front of a computer
High-pressure sales targets can be challenging to meet
Constantly changing policies and procedures can be confusing
Working on holidays and weekends
Technical support agent career paths
Key steps to become a technical support agent
Explore technical support agent education requirements
Start to develop specific technical support agent skills
Skills Percentages Customer Service 14.10% Email Clients 8.05% Technical Support Issues 7.07% Inbound Calls 6.29% Internet Connectivity 4.21% Complete relevant technical support agent training and internships
Accountants spend an average of 3-6 months on post-employment, on-the-job training. New technical support agents learn the skills and techniques required for their job and employer during this time. The chart below shows how long it takes to gain competency as a technical support agent based on U.S. Bureau of Labor Statistics data and data from real technical support agent resumes.Gain additional technical support agent certifications
More About CertificationsTechnical support agent certifications can show employers you have a baseline of knowledge expected for the position. Certifications can also make you a more competitive candidate. Even if employers don't require a specific technical support agent certification, having one may help you stand out relative to other applicants.
The most common certifications for technical support agents include Certified Pharmacy Technician (CPhT) and Certified Phlebotomy Technician (CPT).
Research technical support agent duties and responsibilities
- Answer eligibility and coverage questions from insurance agents pertaining to Medicare advantage plans and prescription drug plans.
- Assist in trouble shooting for client's website and cellphone app (using the apple and android devices )
- Provide quality customer service while demonstrating the ability to effectively troubleshoot and resolve advance technical inquires.
- Assist customers with troubleshooting android and iPhone devices.
Prepare your technical support agent resume
When your background is strong enough, you can start writing your technical support agent resume.
You can use Zippia's AI resume builder to make the resume writing process easier while also making sure that you include key information that hiring managers expect to see on a technical support agent resume. You'll find resume tips and examples of skills, responsibilities, and summaries, all provided by Zippi, your career sidekick.
Choose from 10+ customizable technical support agent resume templates
Build a professional technical support agent resume in minutes. Browse through our resume examples to identify the best way to word your resume. Then choose from 10+ resume templates to create your technical support agent resume.
Apply for technical support agent jobs
Now it's time to start searching for a technical support agent job. Consider the tips below for a successful job search:
- Browse job boards for relevant postings
- Consult your professional network
- Reach out to companies you're interested in working for directly
- Watch out for job scams
How did you land your first technical support agent job
Are you a technical support agent?
Share your story for a free salary report.
Average technical support agent salary
The average technical support agent salary in the United States is $30,389 per year or $15 per hour. Technical support agent salaries range between $23,000 and $40,000 per year.
What am I worth?
How do technical support agents rate their job?
Technical support agent reviews
I have aids now due to the painfulness of sitting down all day
You get to help a lot of people in many different ways as well as learning new things about technology
I decided to go to technical support because I've been fascinated by technology all my life and I love working with the people as well. I want to use my technical know-how to solve directly the problems that customers have. I want to be the person who makes life easier and more enjoyable for people who have had a problem. This is what I like most as a technical Support.
I don't like sitting around being inactive. So I'll keep my self always busy
I enjoy the challenges and learning new things . Technology is always evolving.
Customer is unwilling to provide you with necessary information in order to assist them.
Updated January 8, 2025
