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Technical support associate hiring summary. Here are some key points about hiring technical support associates in the United States:
Here's a step-by-step technical support associate hiring guide:
A technical support associate is responsible for assisting customers and end-users' technology and network issues, configuring system applications and improving network infrastructure. Technical support associates inspect inconsistencies on the network systems, identifying technical support solutions, and repairing defective system components. They also implement strategic techniques to boost the technology's optimal performance, maintain a record of resolution for reference, and process customers' upgrade requests. A technical support associate must have excellent knowledge of the technology industry, as well as extensive communication and organizational skills to support operations, especially on high-volume days.
The technical support associate hiring process starts by determining what type of worker you actually need. Certain roles might require a full-time employee, whereas part-time workers or contractors can do others.
A technical support associate's background is also an important factor in determining whether they'll be a good fit for the position. For example, technical support associates from different industries or fields will have radically different experiences and will bring different viewpoints to the role. You also need to consider the candidate's previous level of experience to make sure they'll be comfortable with the job's level of seniority.
The following list breaks down different types of technical support associates and their corresponding salaries.
Type Of Technical Support Associate | Description | Hourly Rate |
---|---|---|
Technical Support Associate | Computer support specialists provide help and advice to people and organizations using computer software or equipment. Some, called computer network support specialists, support information technology (IT) employees within their organization... Show More | $12-36 |
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... Show More | $21-42 |
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... Show More | $26-54 |
Including a salary range in your technical support associate job description helps attract top candidates to the position. A technical support associate salary can be affected by several factors, such as geography, experience, seniority, certifications, and the prestige of the hiring company.
For example, the average salary for a technical support associate in Wyoming may be lower than in Delaware, and an entry-level technical support associate usually earns less than a senior-level technical support associate. Additionally, a technical support associate with certifications may command a higher salary, and working for a well-known company or start-up may also impact an employee's pay.
Rank | State | Avg. Salary | Hourly Rate |
---|---|---|---|
1 | Connecticut | $72,434 | $35 |
2 | Virginia | $72,174 | $35 |
3 | New York | $66,786 | $32 |
4 | District of Columbia | $62,982 | $30 |
5 | New Jersey | $59,921 | $29 |
6 | Pennsylvania | $55,759 | $27 |
7 | Massachusetts | $55,462 | $27 |
8 | California | $51,802 | $25 |
9 | North Carolina | $48,461 | $23 |
10 | Ohio | $46,187 | $22 |
11 | Illinois | $45,644 | $22 |
12 | Georgia | $45,363 | $22 |
13 | New Hampshire | $42,921 | $21 |
14 | Missouri | $40,642 | $20 |
15 | Tennessee | $39,913 | $19 |
16 | Oregon | $39,784 | $19 |
17 | Florida | $39,464 | $19 |
18 | Texas | $37,989 | $18 |
19 | Wisconsin | $37,638 | $18 |
20 | Colorado | $35,698 | $17 |
Rank | Company | Average Salary | Hourly Rate | Job Openings |
---|---|---|---|---|
1 | Citi | $104,239 | $50.11 | 147 |
2 | SRS Consulting | $95,925 | $46.12 | |
3 | Bloomberg | $95,188 | $45.76 | 29 |
4 | Northern Illinois University | $89,899 | $43.22 | 1 |
5 | Capital Group | $85,491 | $41.10 | 3 |
6 | ServiceNow | $84,873 | $40.80 | 41 |
7 | Accenture | $83,845 | $40.31 | 1,275 |
8 | Conga | $83,587 | $40.19 | 2 |
9 | Pfizer | $83,505 | $40.15 | 9 |
10 | Infosys Public Service | $82,992 | $39.90 | 36 |
11 | Bridgewater Associates | $81,387 | $39.13 | |
12 | Pamten Inc | $78,245 | $37.62 | |
13 | Brocade Services Corporation | $73,986 | $35.57 | |
14 | Salesforce | $73,215 | $35.20 | 29 |
15 | eTeam | $67,734 | $32.56 | 1 |
16 | BlackRock | $67,630 | $32.51 | 6 |
17 | Save the Children US | $64,521 | $31.02 | |
18 | BrightTALK | $62,694 | $30.14 | |
19 | Harvard University | $61,895 | $29.76 | 11 |
20 | Nomura Securities | $58,077 | $27.92 | 3 |
A job description for a technical support associate role includes a summary of the job's main responsibilities, required skills, and preferred background experience. Including a salary range can also go a long way in attracting more candidates to apply, and showing the first name of the hiring manager can also make applicants more comfortable. As an example, here's a technical support associate job description:
There are a few common ways to find technical support associates for your business:
Your first interview with technical support associate candidates should focus on their interest in the role and background experience. As the hiring process goes on, you can learn more about how they'd fit into the company culture in later rounds of interviews.
You should also ask about candidates' unique skills and talents to see if they match the ideal candidate profile you developed earlier. Candidates good enough for the next step can complete the technical interview.
Sometimes, it's not enough to interview technical support associate candidates, so you can ask them to do a test project. If you are not a technical person and don't know what a test project should be, you can use these websites:
The right interview questions can help you assess a candidate's hard skills, behavioral intelligence, and soft skills.
Once you've decided on a perfect technical support associate candidate, it's time to write an offer letter. In addition to salary, it should include benefits and perks available to the employee. Qualified candidates may be considered for other positions, so make sure your offer is competitive. Candidates may wish to negotiate. Once you've settled on the details, formalize your agreement with a contract.
It's also important to follow up with applicants who do not get the job with an email letting them know that the position is filled.
After that, you can create an onboarding schedule for a new technical support associate. Human Resources and the hiring manager should complete Employee Action Forms. Human Resources should also ensure that onboarding paperwork is completed, including I-9s, benefits enrollment, federal and state tax forms, etc., and that new employee files are created.
There are different types of costs for hiring technical support associates. One-time cost per hire for the recruitment process. Ongoing costs include employee salary, training, onboarding, benefits, insurance, and equipment. It is essential to consider all of these costs when evaluating hiring a new technical support associate employee.
The median annual salary for technical support associates is $43,651 in the US. However, the cost of technical support associate hiring can vary a lot depending on location. Additionally, hiring a technical support associate for contract work or on a per-project basis typically costs between $12 and $36 an hour.