What does a technical support agent do?
A technical support agent specializes in providing computer and system support through calls and correspondence, ensuring optimal customer satisfaction. They are primarily responsible for assisting customers in troubleshooting and evaluating systems to figure out the cause of technical issues and talk them through its corresponding solution. Moreover, an agent must make follow-up calls to ensure that the problem no longer persists or forward them to higher authority personnel when necessary.
Technical support agent responsibilities
Here are examples of responsibilities from real technical support agent resumes:
- 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.
- Perform troubleshooting of technology-base issues with windows, Linux, Macintosh, android devices.
- Configure customer's OS systems and browser settings, when they are not able to get online.
- Supply technical support for business and residential customers with video, cable internet, and VoIP phone services.
- Assist customers by phone and by email with the installation & troubleshooting of VoIP telephone systems in office and home networks.
- Support and troubleshoot all technical inquiries regarding network coverage, device information and data services.
- Contact appropriate agencies for patients who present with potential domestic issues, while upholding company privacy policies and patient confidentiality.
- Help end users in solving queries relate to SharePoint intranet portal site.
- Install XP operating system, standard and proprietary applications remotely, from CD and SharePoint site.
- Formulate several reports from CMS, Citrix, and Avaya to help shorten AHT/ACW daily.
- Cross train with CPU to help overflow calls.
- General UNIX administration and software maintenance.
Technical support agent skills and personality traits
We calculated that 14% of Technical Support Agents are proficient in Customer Service, Email Clients, and Technical Support Issues. They’re also known for soft skills such as Speaking skills, Writing skills, and Customer-service skills.
We break down the percentage of Technical Support Agents that have these skills listed on their resume here:
- Customer Service, 14%
Provided exceptional customer service while giving information about service coverage areas, device usage, applications, and hardware specifications.
- Email Clients, 8%
Configured email clients and provided customer education.
- Technical Support Issues, 7%
Translated technical support techniques to customer that only speak Spanish in order to resolve their technical support issues
- Inbound Calls, 6%
Responded to inbound calls from customers & sales representatives for technical assistance and service for personal communication systems.
- Internet Connectivity, 4%
Provided technical support for customers with cable and internet connectivity problems in a fast-paced call center environment.
- Mac, 3%
Installed operating systems, Windows and Mac based software package applications and conducted technical training demonstrations.
Common skills that a technical support agent uses to do their job include "customer service," "email clients," and "technical support issues." You can find details on the most important technical support agent responsibilities below.
Speaking skills. One of the key soft skills for a technical support agent to have is speaking skills. You can see how this relates to what technical support agents do because "support workers must describe the solutions to computer problems in a way that a nontechnical person can understand." Additionally, a technical support agent resume shows how technical support agents use speaking skills: "addressed and implemented on-going improvements to current kaptest products administering customer accounts and providing an upper-echelon level or customer service. "
Writing skills. Another essential skill to perform technical support agent duties is writing skills. Technical support agents responsibilities require that "strong writing skills are useful for preparing instructions and email responses for employees and customers, as well as for real-time web chat interactions." Technical support agents also use writing skills in their role according to a real resume snippet: "responded on the telephone and in writing to routine technical problems and inquiries. "
Customer-service skills. Another skill that relates to the job responsibilities of technical support agents is customer-service skills. This skill is critical to many everyday technical support agent duties, as "computer support specialists must be patient and sympathetic." This example from a resume shows how this skill is used: "provided exceptional customer support and answered a variety of it related questions, providing troubleshooting when necessary. "
Listening skills. technical support agent responsibilities often require "listening skills." The duties that rely on this skill are shown by the fact that "support workers must be able to understand the problems that their customers are describing and know when to ask questions to clarify the situation." This resume example shows what technical support agents do with listening skills on a typical day: "communicated with third party vendors when outside service calls are needed. "
Problem-solving skills. Another crucial skill for a technical support agent to carry out their responsibilities is "problem-solving skills." A big part of what technical support agents relies on this skill, since "support workers must identify both simple and complex computer problems, analyze them, and solve them." How this skill relates to technical support agent duties can be seen in an example from a technical support agent resume snippet: "assisted with second-level customer support and successfully resolved various issues and concerns. "
The three companies that hire the most technical support agents are:
- Customer Direct6 technical support agents jobs
- OnBrand24
6 technical support agents jobs
- Coupa Software4 technical support agents jobs
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Compare different technical support agents
Technical support agent vs. Systems support
A systems support agent is responsible for resolving system applications and network issues, performing technical configuration, and upgrading systems infrastructure. A systems support representative conducts regular maintenance and diagnostic tests on the computer applications to ensure its optimal performance and efficiency to support business operations and avoid delays in deliverables. They also assist the technology team in designing backup systems and improve existing networks according to business requirements and specifications. They write resolution reports for reference to prevent the reoccurrence of system malfunction and inconsistencies.
While similarities exist, there are also some differences between technical support agents and systems support. For instance, technical support agent responsibilities require skills such as "email clients," "technical support issues," "inbound calls," and "internet connectivity." Whereas a systems support is skilled in "troubleshoot," "technical support," "pc," and "provides technical support." This is part of what separates the two careers.
Systems supports really shine in the professional industry with an average salary of $72,760. Comparatively, technical support agents tend to make the most money in the technology industry with an average salary of $32,552.systems supports tend to reach higher levels of education than technical support agents. In fact, systems supports are 5.3% more likely to graduate with a Master's Degree and 0.1% more likely to have a Doctoral Degree.Technical support agent vs. Customer support technician
A customer support technician is responsible for resolving customer complaints with their network issues through remote communication, providing the customers with a step-by-step procedure to fix their systems. Customer support technicians assist the customers in setting up their programs and applications, guiding them with the instructional manuals, and responding to the inquiries and concerns they have. They also escalate high-level complaints to the immediate supervisor as needed while monitoring system solutions and creating technical tickets.
While some skills are similar in these professions, other skills aren't so similar. For example, resumes show us that technical support agent responsibilities requires skills like "email clients," "technical support issues," "internet connectivity," and "remote connection." But a customer support technician might use other skills in their typical duties, such as, "sql," "java," "technical support," and "linux."
Customer support technicians earn a higher average salary than technical support agents. But customer support technicians earn the highest pay in the technology industry, with an average salary of $50,042. Additionally, technical support agents earn the highest salaries in the technology with average pay of $32,552 annually.customer support technicians earn similar levels of education than technical support agents in general. They're 2.5% more likely to graduate with a Master's Degree and 0.1% more likely to earn a Doctoral Degree.What technology do you think will become more important and prevalent for technical support agents in the next 3-5 years?
Babak Beheshti Ph.D.
Dean, Professor, New York Institute of Technology
-We will be witnessing a more widespread commercial deployment of 5G in 2020. With the implementation of the Standalone 5G devices based on the 3gpp release 16, we should be seeing the more robust mobile broadband deployment of 5G, wider availability of 5G smartphones, and a push towards an all 5G Network in select urban areas around the world.
-Significant growth in AI-based technologies, from face recognition and voice recognition to business intelligence and market predictions. As machines and deep learning algorithms get integrated into many applications, many industries will undergo substantial changes. AI systems will continue to interact with our phones; cars will interpret and analyze their surroundings and intelligently drive themselves. Online vendors will monitor our browsing habits, and Google decides what kind of search results to give us, based on who it thinks we are.
Technical support agent vs. Software support technician
A software support technician is responsible for resolving software application issues, diagnosing related system failures, and writing resolution reports for reference. Software support technicians must be highly-familiarized with the system's infrastructure and interface to immediately diagnose malfunctions and identify maintenance techniques to prevent the reoccurrence of downtimes and delays. They also assist the system engineers in the configuration and optimization of networks, including the installment of upgrades and patch updates. A software support technician must have excellent organizational and communication skills, especially in navigating computer tools and applications to create support tickets and fix the customers' issues efficiently.
The required skills of the two careers differ considerably. For example, technical support agents are more likely to have skills like "email clients," "technical support issues," "internet connectivity," and "remote connection." But a software support technician is more likely to have skills like "troubleshoot," "java," "database," and "phone calls."
Software support technicians earn the highest salary when working in the finance industry, where they receive an average salary of $86,283. Comparatively, technical support agents have the highest earning potential in the technology industry, with an average salary of $32,552.Most software support technicians achieve a higher degree level compared to technical support agents. For example, they're 5.9% more likely to graduate with a Master's Degree, and 0.4% more likely to earn a Doctoral Degree.Technical support agent vs. Desktop support technician
A desktop support technician is responsible for troubleshooting defective computer systems, affecting its performance and efficiency. Desktop support technicians must be highly familiar with the technology systems and programming codes to navigate system applications and locate the discrepancy of the system. They keep documentation of the ticket issue and the resolution for reference and quality improvement. A desktop support technician also configures and updates computer systems and networks for better optimization, as well as conducting regular inspections and monitoring the efficiency of installed programs and patches.
Types of technical support agent
Updated January 8, 2025
