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Become A Technical Support Agent

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Working As A Technical Support Agent

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Updating and Using Relevant Knowledge
  • Communicating with Supervisors, Peers, or Subordinates
  • $48,620

    Average Salary

What Does A Technical Support Agent Do At Kelly Services

* Provide end user support for the Desktop Computing Environment including various Apple hardware and software platforms and LAN based services.
* Agents will retain ownership to resolve all issues utilizing the solutions that are defined within our Known Error Database (KEDB) (i.e. Knowledge Base).
* Agents will also be responsible for troubleshooting and diagnosing issues using various skills and techniques, including investigating solutions via the Web, use of product manuals and other available resources to resolve support issues.
* Utilize the call tracking tool and database to record call details and to track troubleshooting progress.
* Set reasonable customer expectations for resolution time, based on scope, impact and severity of issue.
* Route unresolved incidents to the correct upper level support group for resolution.
* Provide guidance and support in helping the team to reach the defined Service Level Objects for First Call Resolution, Mean Time To Repair, Speed To Answer, Abandon Call Percentage, and Incidents Resolved per Agent

What Does A Technical Support Agent Do At Sykes

* Assist consumers, partners, and professionals with pre-sales, order management, and technical issues through email and phone support
* Handles both simple and complex troubleshooting issues via the telephone and email, addressing both hardware and software related issues
* Multitasking through multiple systems while troubleshooting with customers
* Effectively communicates technical information with customers
* Diagnoses and provides a path to resolving technical issues
* Report and escalate new customer issues
* Follow approved Nest workflows in responding to customer inquires
* Ensure excellent customer satisfaction
* Work with Tier 2 to resolve or properly close tickets
* Manage an individual ticket queue
* Responsible to follow the direction of management and provide feedback
* Achieve call center metrics including average Customer Satisfaction, Procedural Compliance, and schedule adherence and conformance
* Additional responsibility as business needs dictate

What Does A Technical Support Agent Do At Progressive MacHine & Design LLC

* Perform routine IT maintenance activities and monitoring per work instructions.
* Provide end user support and training per work instructions.
* Provide first-tier troubleshooting of system and user issues.
* Escalate support issues to Team Lead, Systems Administrator, Software Engineering, or outside vendors as appropriate
* Essential Functions
* Assist in testing upcoming PMDb releases, and potential software deployments.
* Perform desktop system deployment
* Perform routine software installation/upgrades
* Respond to user issues via email, phone, or in person, escalating as needed (or per instruction)
* Monitor critical PMD systems for availability
* Take assignments/direction from Support Team Lead
* Observe safety procedures.
* Any other task assigned by management within scope of position, federal and state regulations

What Does A Technical Support Agent Do At Nevada Connections Academy

* Troubleshoot and resolve software, hardware, printer, and dial-up/DSL/cable-modem/network issues by actively listening to the caller and asking appropriate questions to build a solution
* Troubleshoot LMS (online school) issues (Internet/application issues)
* Log all calls in call tracking system, creating detailed, accurate entries
* Escalate calls when necessary according to guidelines
* Remote in to callers’ computers when necessary using the appropriate student tech support processes
* Define and feedback/recap user problems while providing a detailed solution to resolve each issue
* Proactively follow-up (outbound) with callers (in between inbound calls) to verify that problems were resolved
* Respond to voicemails and WebMails, follow up with responses to message board posts, and create trouble tickets as necessary
* Maintain a current level of understanding of the details of home networking, high-speed Internet, dial-up and application functionality
* Act as liaison for web-based application problems between users and developers
* Assist in the collection of data for identifying user requirements that may result in future system development or training
* Keep current with development of new system features
* Work with manager to implement products and processes to increase Student Tech Support team efficiencies and quality
* Perform other duties as assigned, including manual labor, such as staging materials, packing, inventory, and delivery

What Does A Technical Support Agent Do At Johnson Health Tech Na

* Be aware of the work environment; keep your workstation clean and tidy by 5S standards
* Be aware of the company goals and work to achieve department KPI’s
* Be on time for scheduled day

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How To Become A Technical Support Agent

Because of the wide range of skills used in different computer support jobs, there are many paths into the occupation. A bachelor’s degree is required for some computer support specialist positions, but an associate’s degree or postsecondary classes may be enough for others.

Education

Education requirements for computer support specialists vary. Computer user support specialist jobs require some computer knowledge, but not necessarily a postsecondary degree. Applicants who have taken some computer-related classes are often qualified. For computer network support specialists, many employers accept applicants with an associate’s degree, although some prefer applicants to have a bachelor’s degree.

Large software companies that provide support to business users who buy their products or services often require a bachelor’s degree. Positions that are more technical are likely to require a degree in a field such as computer science, engineering, or information science, but for others, the applicant’s field of study is less important.

To keep up with changes in technology, many computer support specialists continue their education throughout their careers.

Certification

Certification programs are generally offered by vendors or from vendor-neutral certification providers. Certification validates the knowledge of and best practices required by computer support specialists. Companies may require their computer support specialists to hold certifications in the products the companies use.

Advancement

Many computer support specialists advance to other information technology positions, such as network and computer systems administrators and software developers. Some become managers in the computer support services department. Some organizations provide paths for support specialists to move into other parts of the organization, such as sales. For more information, see the profiles on network and computer systems administrators and software developers.

Important Qualities

Customer-service skills. Computer support specialists must be patient and sympathetic. They must often help people who are frustrated with the software or hardware they are trying to use.

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.

Problem-solving skills. Support workers must identify both simple and complex computer problems, analyze them, and solve them.

Speaking skills. Support workers must describe the solutions to computer problems in a way that a nontechnical person can understand.

Writing skills. Strong writing skills are useful for preparing instructions and email responses for employees and customers, as well as real-time web chat interactions.

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Technical Support Agent jobs

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Technical Support Agent Career Paths

Technical Support Agent
Systems Administrator Network Engineer
Implementation Engineer
7 Yearsyrs
Information Technology Technician Support Specialist Implementation Specialist
Implementation Manager
8 Yearsyrs
Technical Support Specialist Systems Administrator Information Technology Manager
Information Technology Director
10 Yearsyrs
Systems Administrator Information Technology Manager
Information Technology Support Manager
8 Yearsyrs
Technician Network Technician Network Administrator
Manager/Network Administrator
5 Yearsyrs
Help Desk Analyst Business Analyst Development Administrator
Senior Administrator
6 Yearsyrs
Technical Support Technician Technical Support Specialist Information Technology Specialist
Senior Information Technology Specialist
8 Yearsyrs
Technician Network Administrator Senior Systems Engineer
Senior Infrastructure Engineer
7 Yearsyrs
Technical Support Technician Technician Specialist
Senior Specialist
7 Yearsyrs
Information Systems Technician Systems Administrator
Senior Support Engineer
7 Yearsyrs
Technical Support Specialist Technical Analyst Lead Technician
Senior Technologist
6 Yearsyrs
Help Desk Analyst Help Desk Supervisor Help Desk Manager
Service Desk Manager
8 Yearsyrs
Technical Support Representative Technical Support Technician Systems Administrator
Systems Administrator Lead
7 Yearsyrs
Technical Support Representative Technical Support Specialist Systems Analyst
Systems Manager
7 Yearsyrs
Information Systems Technician Systems Engineer Senior Software Engineer
Technical Team Lead
5 Yearsyrs
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Technical Support Agent Demographics

Gender

  • Male

    52.9%
  • Female

    45.2%
  • Unknown

    1.9%

Ethnicity

  • White

    79.2%
  • Hispanic or Latino

    12.1%
  • Asian

    6.5%
  • Unknown

    1.6%
  • Black or African American

    0.6%
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Languages Spoken

  • Spanish

    59.2%
  • French

    12.2%
  • German

    4.1%
  • Portuguese

    3.7%
  • Arabic

    3.3%
  • Russian

    2.9%
  • Japanese

    2.4%
  • Carrier

    2.0%
  • Hindi

    1.6%
  • Chinese

    1.6%
  • Italian

    1.2%
  • Turkish

    0.8%
  • Mandarin

    0.8%
  • Bosnian

    0.8%
  • Thai

    0.8%
  • Urdu

    0.8%
  • Swedish

    0.4%
  • Romanian

    0.4%
  • Samoan

    0.4%
  • Hmong

    0.4%
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Technical Support Agent

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Technical Support Agent Education

Technical Support Agent

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Top Skills for A Technical Support Agent

CustomerServiceSkillsInternetConnectivityHardwareIssuesTroubleShootingTechnicalSupportIssuesEmailClientsTechnicalSupportCallsPhoneCallsRemoteConnectionInboundCallsVerizonFiosAppleMacDSLCustomerSatisfactionTCustomerIssuesSetupSoftwareIssuesInternetService

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Top Technical Support Agent Skills

  1. Customer Service Skills
  2. Internet Connectivity
  3. Hardware Issues
You can check out examples of real life uses of top skills on resumes here:
  • Used interpersonal and customer service skills to effectively resolve issues and retain customers.
  • Diagnosed and solved advanced Internet connectivity problems on Mac and Windows machines.
  • Assisted clients with technical support of software/hardware issues regarding Apple products including iPod, iTunes, iPhone, and MAC OS
  • Provide tier 1 technical support trouble shooting audio and web conferencing.
  • Assisted customers with technical support issues through phone and chat, moving to more technical roles in later projects,.

Top Technical Support Agent Employers

Technical Support Agent Videos

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