What does a Technical Support Associate do?
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.
Technical support associate responsibilities
Here are examples of responsibilities from real technical support associate resumes:
- Manage customer's tickets through VMWARE ticketing system for opening, closing, and resolving issues.
- Design, implement, manage and document network security configurations for firewalls.
- Manage backups, replications and disaster recovery plans of company mission critical servers and database files to ensure redundancy.
- Respond to queries over VoIP enable phone.
- Create and modify Iptables for various Linux boxes.
- Install VMware for training and production in manufacturing and test new configurations and software.
- Resolve VoIP issues customers are having with their devices by upgrading firmware for corrupt devices.
- Certify for basic Microsoft and Macintosh OS functionality to assist customers.
- Contact appropriate agencies for patients who present with potential domestic issues, while upholding company privacy policies and patient confidentiality.
- Provide VIP support for all executive events and conferences hold both on and offsite.
- Provide patches and update for all executives and VIP members as a quarterly health checks.
- Deploy Symantec end point protection for security updates and procedures.
- Create and maintain PL/SQL scripts and store procedures.
- Handle live, sensitive data of customers using SQL, PL/SQL base on UNIX/AIX.
- Diagnose and resolve hardware and software problems relate to Novell network for the general accounting and payroll departments.
Technical support associate skills and personality traits
We calculated that 12% of Technical Support Associates are proficient in Technical Support, Printers, and Troubleshoot. They’re also known for soft skills such as Customer-service skills, Listening skills, and Problem-solving skills.
We break down the percentage of Technical Support Associates that have these skills listed on their resume here:
- Technical Support, 12%
Escalated unresolved issues to higher level technical support for computer issues out of scope or dispatched technicians for unresolved cable/connectivity issues.
- Printers, 10%
Monitored printers and supplies and maintained embroidery machines.
- Troubleshoot, 10%
Loaded, configured and troubleshoot Windows operating systems and applications while adhering to customers specifications, directives, and regulations.
- Software Applications, 5%
Documented daily calls/emails/transactions and all appropriate information in SAP database and internet - based software applications.
- Customer Satisfaction, 4%
Collaborated internally with all departments to maintain the highest levels of customer satisfaction and service.
- Phone Calls, 4%
Answered at least 20 phone calls daily from customers reporting computer related problems including internet connection and hardware.
Common skills that a technical support associate uses to do their job include "technical support," "printers," and "troubleshoot." You can find details on the most important technical support associate responsibilities below.
Customer-service skills. The most essential soft skill for a technical support associate to carry out their responsibilities is customer-service skills. This skill is important for the role because "computer support specialists must be patient and sympathetic." Additionally, a technical support associate resume shows how their duties depend on customer-service skills: "developed procedure to streamline business process and customer support. "
Listening skills. Many technical support associate duties rely on 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.," so a technical support associate will need this skill often in their role. This resume example is just one of many ways technical support associate responsibilities rely on listening skills: "communicated across departments to resolve complex customer issues. "
Problem-solving skills. technical support associates are also known for problem-solving skills, which are critical to their duties. You can see how this skill relates to technical support associate responsibilities, because "support workers must identify both simple and complex computer problems, analyze them, and solve them." A technical support associate resume example shows how problem-solving skills is used in the workplace: "provided customer support, on vodafone product related queries and resolved customer technical concerns associated with mobile devices and tablet computers. "
Speaking skills. A big part of what technical support associates do relies on "speaking skills." You can see how essential it is to technical support associate responsibilities because "support workers must describe the solutions to computer problems in a way that a nontechnical person can understand." Here's an example of how this skill is used from a resume that represents typical technical support associate tasks: "answered inbound telephone calls and addressed troubleshooting issues in software setup, configuration, and functionality. "
Writing skills. Another common skill required for technical support associate responsibilities is "writing skills." This skill comes up in the duties of technical support associates all the time, as "strong writing skills are useful for preparing instructions and email responses for employees and customers, as well as for real-time web chat interactions." An excerpt from a real technical support associate resume shows how this skill is central to what a technical support associate does: "generated useful metrics and reports from client databases by writing sql queries to provide business insights to customers. "
The three companies that hire the most technical support associates are:
- Amazon95 technical support associates jobs
- Expedient8 technical support associates jobs
- BrightTALK
8 technical support associates jobs
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Compare different technical support associates
Technical support associate 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 associates and systems support. For instance, technical support associate responsibilities require skills such as "printers," "phone calls," "technical knowledge," and "excellent interpersonal." Whereas a systems support is skilled in "pc," "provides technical support," "desktop support," and "end user support." This is part of what separates the two careers.
On average, systems supports reach similar levels of education than technical support associates. Systems supports are 0.5% less likely to earn a Master's Degree and 0.1% more likely to graduate with a Doctoral Degree.Technical support associate 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.
Each career also uses different skills, according to real technical support associate resumes. While technical support associate responsibilities can utilize skills like "technical support," "printers," "customer satisfaction," and "technical knowledge," software support technicians use skills like "java," "database," "sql server," and "sccm."
In general, software support technicians achieve similar levels of education than technical support associates. They're 0.1% more likely to obtain a Master's Degree while being 0.1% more likely to earn a Doctoral Degree.What technology do you think will become more important and prevalent for Technical Support Associates in the next 3-5 years?
Ming Chow
Associate Teaching Professor, Tufts University
References:
1. cybersecurity
2. cybersecurity
Technical support associate vs. Computer support technician
A computer support technician is responsible for diagnosing and resolving computer and network issues, identifying the source of malfunctions, and improving infrastructure to avoid downtimes and operational delays. Computer support technicians manage the efficiency of all equipment and peripherals for the computers, assist in installing components, and keeping adequate resources or alternatives for defective items. They also recommend minimal costs technology materials and create troubleshooting manuals for reference, ensuring that the network processes adhere to internal guidelines and regulations.
There are many key differences between these two careers, including some of the skills required to perform responsibilities within each role. For example, a technical support associate is likely to be skilled in "printers," "troubleshoot," "customer satisfaction," and "phone calls," while a typical computer support technician is skilled in "computer support," "network printers," "laptop computers," and "workstations."
When it comes to education, computer support technicians tend to earn similar degree levels compared to technical support associates. In fact, they're 3.9% less likely to earn a Master's Degree, and 0.1% less likely to graduate with a Doctoral Degree.Technical support associate 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.
Even though a few skill sets overlap between technical support associates and desktop support technicians, there are some differences that are important to note. For one, a technical support associate might have more use for skills like "printers," "customer satisfaction," "phone calls," and "technical knowledge." Meanwhile, some responsibilities of desktop support technicians require skills like "desktop support," "laptop computers," "network printers," and "sccm. "
In general, desktop support technicians hold similar degree levels compared to technical support associates. Desktop support technicians are 4.9% less likely to earn their Master's Degree and 0.0% less likely to graduate with a Doctoral Degree.Types of technical support associate
Updated January 8, 2025
