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Technical support agent skills for your resume and career

Updated January 8, 2025

5 min read

Quoted experts

Kate Marek Ph.D.,

Joshua Davis Ph.D.

Below we've compiled a list of the most critical technical support agent skills. We ranked the top skills for technical support agents based on the percentage of resumes they appeared on. For example, 14.1% of technical support agent resumes contained customer service as a skill. Continue reading to find out what skills a technical support agent needs to be successful in the workplace.

15 technical support agent skills for your resume and career

1. Customer Service

Customer service is the process of offering assistance to all the current and potential customers -- answering questions, fixing problems, and providing excellent service. The main goal of customer service is to build a strong relationship with the customers so that they keep coming back for more business.

Here's how technical support agents use customer service:

Provided exceptional customer service while giving information about service coverage areas, device usage, applications, and hardware specifications.
Assisted customers by providing excellent customer service and answered all inbound queries effectively using tools to answer customer care concerns.

2. Email Clients

Here's how technical support agents use email clients:

Configured email clients and provided customer education.
Diagnosed and resolved technical software issues involving email clients, anti-virus software, wireless connectivity, printer troubleshooting and more.

3. Technical Support Issues

Here's how technical support agents use technical support issues:

Translated technical support techniques to customer that only speak Spanish in order to resolve their technical support issues
Handle Advanced Technical Support issues with Customers devices using Network tools To determine the true issues at hand

4. Inbound Calls

Here's how technical support agents use inbound calls:

Responded to inbound calls from customers & sales representatives for technical assistance and service for personal communication systems.
Received inbound calls from customers providing quality technical support for Verizon Wireless products.

5. Internet Connectivity

Here's how technical support agents use internet connectivity:

Provided technical support for customers with cable and internet connectivity problems in a fast-paced call center environment.
Possessed fundamental understanding of internet connectivity, networking terminology, web and e-mail protocols.

6. Mac

A media access control or simply MAC is a network policy that identifies or determines how the data is being transferred in two particular servers through a network cable. The purpose of a MAC protocol is to prevent network or technical issues and simplify transferring the information or data.

Here's how technical support agents use mac:

Installed operating systems, Windows and Mac based software package applications and conducted technical training demonstrations.
Supported and repaired most large operating systems (Mac [leopard/snow leopard/lion/mountain lion], Windows 8/7/XP/ME, UNIX systems).

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7. Remote Connection

Here's how technical support agents use remote connection:

Deliver service and support to clients using automated call distribution phone software, via remote connection or over the Internet.
Provided desktop support for a multitude of clients from around the US by phone and remote connection software 24/7.

8. Customer Issues

Here's how technical support agents use customer issues:

Provided clear communications through e-mail and telephone using proper grammar and spelling to proactively resolve customer issues.
Log information pertaining to customer issues and inquires in a customer relationship management system for reference.

9. Technical Troubleshooting

Here's how technical support agents use technical troubleshooting:

Utilize SAP in technical troubleshooting of internal reservations, to correct reservations for reservation agents.
Handled technical troubleshooting for enterprise functionality, system crashes, connectivity issues and data security.

10. Customer Care

Customer care, also known as customer service, is a one-to-one interaction between the consumer of a company and its representative.

Here's how technical support agents use customer care:

Implemented a Sacramento adopt-a-team process to further enhance the working relationship between Technical Support and Customer Care teams.
Handle high call volumes-Assist customers with accounts-In-bound customer care-Responsible for product knowledge

11. Technical Problems

Here's how technical support agents use technical problems:

Collaborated with different segments of the Apple company by identifying technical problems and suggesting solutions.
Established a troubleshooting system to ensure customer technical problems are solved accurately and quickly.

12. Software Issues

Software issues are challenges related to the software installed in a computer that can be resolved by troubleshooting, bug fixes, and in extreme cases by a programmer. Software issues can cause the software to lag in the system, malfunction, or affect the entire function of the computer system in general.

Here's how technical support agents use software issues:

Assisted business partners troubleshoot hardware and software issues involving digital signage devices.
Provided resolutions and case analysis to higher level mechanical and software issues

13. Customer Calls

Here's how technical support agents use customer calls:

Monitor customer calls for quality assurance to identify opportunities for improvement.
Fielded customer calls to provide support for Samsung electronic products

14. Customer Inquiries

Here's how technical support agents use customer inquiries:

Responded to customer inquiries and solved problems according to standardized procedures while maintaining a courteous manner.
Received and responded to customer inquiries and accessing information from multiple sources using various computer programs.

15. Outbound Calls

An outbound call is made by the call center representative to the customers on behalf of the company. Such calls help increase sales and generate revenue for the organization.

Here's how technical support agents use outbound calls:

Worked within multiple computer programs to correct billing errors while working to fix mobile devices/i-pads/inbound and outbound calls.
Executed outbound calls in effort to follow-up with customers on the resolution of escalated technical issues.

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What skills help Technical Support Agents find jobs?

Tell us what job you are looking for, we’ll show you what skills employers want.

What technical support agent skills would you recommend for someone trying to advance their career?

Kate Marek Ph.D.

Director and Professor, Dominican University

If possible, find a paid internship in your area of interest, which will help expand your professional network and build your skillset. Use this time to keep scanning job ads to identify skill sets in demand; look for online mini-courses to make those skill sets.

What type of skills will young technical support agents need?

Joshua Davis Ph.D.

Lecturer, Carleton College

Studying mathematics is good practice for rigorous thinking and problem solving, which are valued across the workforce. For science and engineering applications, it is often also helpful to have R, Python, Matlab, or another popular programming language. But technical abilities get the graduate-only so far. They need interpersonal communication skills so that they can understand the needs of stakeholders and cooperate with colleagues. For this reason, many faculty at my school emphasize writing, speaking, listening, and teamwork skills.

What technical skills for a technical support agent stand out to employers?

Chirag Parikh Ph.D.

Computer Engineering Chair, Grand Valley State University

If you ask me, I consider valuable experience over good paycheck. Once you have gained that experience the paycheck will follow. As soon as you are out of college, the knowledge gained is very fresh and raring to go. If put into the right place can enhance your technical skills and you can do wonders.
As a Computer Engineering professor, I would say the job opportunities are tremendous for students out of college as they can venture into hardware field (technical support, hardware engineer, test engineer and much more) as well as software field (software engineer, software developer, software tester and much more). The possibilities are endless.
With COVID and employees working remotely there is still ample opportunity to enhance your technical and interpersonal skills as I believe remote working might stay for a while till things get back to normal.

What soft skills should all technical support agents possess?

Robert Rucker

Lecturer, Arizona State University

Being able to learn a new technology very quickly is critical since that is what my students encounter.

Do you want to know more?

List of technical support agent skills to add to your resume

The most important skills for a technical support agent resume and required skills for a technical support agent to have include:

Customer Service
Email Clients
Technical Support Issues
Inbound Calls
Internet Connectivity
Mac
Remote Connection
Customer Issues
Technical Troubleshooting
Customer Care
Technical Problems
Software Issues
Customer Calls
Customer Inquiries
Outbound Calls
Customer Support
Computer System

OS
Apple
Call Handling
Technical Assistance
Computer Software
Connectivity Issues
Customer Interaction
DSL
Service Calls
VoIP
Android
Trouble Tickets
Password Resets
Technical Support Calls
Billing Issues
Windows XP
Upselling

Problem Resolution
Customer Accounts
Phone Support
Chat Support
Customer Complaints
Service Issues
Network Issues
VPN
TCP/IP
Customer Problems
PCS
LAN
Billing Inquiries
Cell Phones
Network Troubleshooting

Updated January 8, 2025

Zippia Team

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

Updated January 8, 2025

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