1. Stanford University
Stanford, CA • Private
A technical support agent provides computer and system support through calls and correspondence to ensure customers are well satisfied. He/She assists customers in troubleshooting and examining systems to identify technical issues and guide them on resolving them. Apart from this, he/she executes a follow-up to ensure that the problem is eliminated. Technical support agents ensure the security and integrity of the company's databases and help in developing IT and infrastructure projects.
As a technical support agent, you need to have at least a high school diploma and some vocational training program as a computer/network administrator. However, some employers prefer candidates with an associate's degree in networking, telecommunications, or a related discipline. A previous work experience in technical support is beneficial. Candidates must also possess communication, customer service, and problem-solving skills. A technical support agent earns about $32,077 in a year. This varies from $32,000 to $48,000.
There are certain skills that many technical support agents have in order to accomplish their responsibilities. By taking a look through resumes, we were able to narrow down the most common skills for a person in this position. We discovered that a lot of resumes listed speaking skills, writing skills and customer-service skills.
If you're interested in becoming a technical support agent, one of the first things to consider is how much education you need. We've determined that 33.4% of technical support agents have a bachelor's degree. In terms of higher education levels, we found that 2.4% of technical support agents have master's degrees. Even though some technical support agents have a college degree, it's possible to become one with only a high school degree or GED.
As you move along in your career, you may start taking on more responsibilities or notice that you've taken on a leadership role. Using our career map, a technical support agent can determine their career goals through the career progression. For example, they could start out with a role such as technical support specialist, progress to a title such as systems administrator and then eventually end up with the title information technology manager.
What Am I Worth?
The role of a technical support agent includes a wide range of responsibilities. These responsibilities can vary based on an individual's specific job, company, or industry.Here are some general technical support agent responsibilities:
There are several types of technical support agent, including:
A Technical Support Technician is the heart and soul of an IT system. They are tech-savvy geniuses who set up, maintain, and repair computer systems for businesses and organizations.
They install and configure hardware and software, maintain the efficiency of the network, run diagnostic tests and electrical checks to identify any technical issue or fault in the system, and nip it in the bud. They test and review new technologies as well and suggest improvements if they see fit.
They are not just excellent technicians, however, but charming people's persons as well, who are able to effortlessly elicit crucial information from customers about their IT issues. They bear with them until they solve the problem with patience and tenacity, give timely feedback to customers following up on matters if necessary, and create documentation of their cases along with reports on the efficiency of the service they provide.
As a technical support representative, you're going to talk to a lot of people throughout each day. You're also going to put out a lot of fires. Not literally, of course, but people will come to you when all else fails.
Technical terms are hard to understand when a product or service isn't working as it's supposed to. And that's where you come into play. Not only do you understand those technical terms, but you also can explain them in a way that customers can easily understand.
Technical support representatives are a godsend for many people. Without them, many customers would be lost and probably wouldn't be able to use their product or service. So you're the reason many don't waste their money.
There are people with a natural gift for anything related to technology. These are the people who can easily understand tech-related stuff. Their learning agility when it comes to programs, systems, and networks is high. It's a bonus if you have a gift for technology and you can provide excellent customer service. If you fit this category, companies would surely want to hire you. One of the on-demand jobs for this type of person is the desktop support specialist. In this role, you will be on standby to help with ticket requests related to the users' computers. This may involve program, application, or network support needs. As such, if you wish to make a career in this role, you need to have patience. You should also know how to walk clients through solutions in case you won't be able to attend to their concerns physically.
Typically, information technology professionals are paid better than their peers in other fields. This role is no exception. So if you want a fulfilling role with lucrative pay, this would be the best for you!
Mouse over a state to see the number of active technical support agent jobs in each state. The darker areas on the map show where technical support agents earn the highest salaries across all 50 states.
|Rank||State||Number of Jobs||Average Salary|
High School Diploma
Stanford, CA • Private
Philadelphia, PA • Private
Evanston, IL • Private
Castine, ME • Private
Los Angeles, CA • Private
Bakersfield, CA • Private
Vestal, NY • Private
Villanova, PA • Private
San Diego, CA • Private
Waltham, MA • Private
The skills section on your resume can be almost as important as the experience section, so you want it to be an accurate portrayal of what you can do. Luckily, we've found all of the skills you'll need so even if you don't have these skills yet, you know what you need to work on. Out of all the resumes we looked through, 14.1% of technical support agents listed customer service on their resume, but soft skills such as speaking skills and writing skills are important as well.
Zippia allows you to choose from different easy-to-use Technical Support Agent templates, and provides you with expert advice. Using the templates, you can rest assured that the structure and format of your Technical Support Agent resume is top notch. Choose a template with the colors, fonts & text sizes that are appropriate for your industry.
After extensive research and analysis, Zippia's data science team found that:
1. Introduction to Technical Support
Gain the daily work skills and knowledge you’ll need for IT Technical Support career success. This course, part of the IBM Technical Support Professional Certificate, is designed for beginners with no prior IT experience or formal degree. Get an insider’s view into IT Support work. Learn about IT Support roles and levels, the support escalation matrix, ticketing systems, common support tools, and remote support software. Then, hear about career opportunities and career pathways from...
2. Technical Support Case Studies and Capstone
This course allows you to show what you’ve learned in the previous IT Technical Support professional certification courses and apply that knowledge to realistic situations. The IT Technical Support Capstone leads you through a series of technical support case studies that require hands-on work to resolve. You will practice analyzing user help requests and troubleshooting various issues. You’ll demonstrate your knowledge of hardware, software, networking, security, and cloud computing. You’ll...
3. IT Support Technical Skills Bootcamp
Hands-on Technical skills for IT Support Professionals...
Some places are better than others when it comes to starting a career as a technical support agent. The best states for people in this position are New York, California, Wisconsin, and Minnesota. Technical support agents make the most in New York with an average salary of $36,872. Whereas in California and Wisconsin, they would average $36,699 and $36,512, respectively. While technical support agents would only make an average of $36,152 in Minnesota, you would still make more there than in the rest of the country. We determined these as the best states based on job availability and pay. By finding the median salary, cost of living, and using the Bureau of Labor Statistics' Location Quotient, we narrowed down our list of states to these four.
2. New York