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Technical support professional skills for your resume and career

Updated January 8, 2025

6 min read

Quoted experts

Kate Marek Ph.D.,

George Miller

Below we've compiled a list of the most critical technical support professional skills. We ranked the top skills for technical support professionals based on the percentage of resumes they appeared on. For example, 14.2% of technical support professional resumes contained java as a skill. Continue reading to find out what skills a technical support professional needs to be successful in the workplace.

15 technical support professional skills for your resume and career

1. Java

Java is a widely-known programming language that was invented in 1995 and is owned by Oracle. It is a server-side language that was created to let app developers "write once, run anywhere". It is easy and simple to learn and use and is powerful, fast, and secure. This object-oriented programming language lets the code be reused that automatically lowers the development cost. Java is specially used for android apps, web and application servers, games, database connections, etc. This programming language is closely related to C++ making it easier for the users to switch between the two.

Here's how technical support professionals use java:

Created and documented process to complete quarterly health checks for 20 Apache web servers and a Tomcat Java Application Server.
Fixed Production defects using Java and CE APIs in custom applications.

2. Client Facing

Here's how technical support professionals use client facing:

Point of contact for escalation agents and client facing outside of department escalations.
Involved strong interpersonal skills for client facing.

3. Troubleshoot

Troubleshooting is the process of analyzing and fixing any kind of problem in a system or a machine. Troubleshooting is the detailed yet quick search in the system for the main source of an issue and solving it.

Here's how technical support professionals use troubleshoot:

Analyze, troubleshoot and determine resolution for technical issues related to standard and non-standard work environment, including end-users working remotely.
Helped customers troubleshoot basic networking and connectivity issues.

4. Customer Satisfaction

Here's how technical support professionals use customer satisfaction:

Achieved strong customer satisfaction through staff training including negotiation resulting in successful outcome/solution to multiple customer business/technical issues.
Monitor productivity and implement strategies as necessary to enhance service quality and customer satisfaction.

5. Technical Problems

Here's how technical support professionals use technical problems:

Diagnosed and resolved various technical problems while increasing overall client satisfaction.
Utilized knowledge and skills acquired from previous two positions to solve technical problems that Tier 1 could not.

6. Problem Resolution

A problem resolution refers to how a person identifies the problem, determining its cause, creating a reasonable solution, and implementing a conclusion. With the help of a client specialist, it is easier to handle such a situation. Problem resolution plays a vital role in helping resolve problems efficiently and effectively.

Here's how technical support professionals use problem resolution:

Collaborated with other support centers and business units to provide seamless problem resolution.
Coordinated with various vendors to ensure problem resolution.

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7. Customer Support

Here's how technical support professionals use customer support:

Developed multiple SOWS for several customer support/professional services engagements.
Learned advanced telephone customer support techniques.

8. PC

Here's how technical support professionals use pc:

Recognized for delivering high-level technical support requiring diverse knowledge in specialized subject areas including numerous types PC hardware, application software.
Provide technical troubleshooting support to Mac and PC depending on business or consumer needs as well as all Apple mobile devices.

9. Technical Knowledge

Technical knowledge refers to the expertise and understanding of an in-depth or specific procedure or product. Much of the technical knowledge gained while in a position allows an individual to better complete a task or assist others attempting to complete the same task. For example, an employee may have extensive technical knowledge on repairing a piece of machinery or how to repair a server error.

Here's how technical support professionals use technical knowledge:

Utilized practical and technical knowledge with hardware, firmware, software and concepts such as routers, firewalls and mail protocols.
Demonstrated advanced troubleshooting skills and technical knowledge resulting in having the lowest average handle time in the team.

10. CRM

CRM stands for Customer relationship management and it is a complete process through which a business or organization monitors and administers its interactions with the customers. A process in which large amounts of data are collected through marketing via a company's website, polls, surveys, and other social media applications. The basic goal of CRM is to target the right audience for their product, and then fulfill their needs, to increase the sales and revenue of the company.

Here's how technical support professionals use crm:

Record and document customer facing issues experience with CRM systems including Sales Force, Service Now and Right Now.
Developed a CRM system to run automated marketing campaigns and meet customer service compliance requirements.

11. Product Knowledge

Product knowledge is the skill of having better information and knowledge about the product you are selling. Product knowledge is essential for the employees of the companies so they can communicate and inform the customers about the product. Having great product knowledge is essential for a better sales pitch and to give the customer a better and complete idea of the product that will influence him to buy the product eventually.

Here's how technical support professionals use product knowledge:

Empowered customer with product knowledge to be able to solve future problems on their own.
Develop and provide products and product knowledge to businesses seeking assistance from Windows based computers to Apple technology.

12. Linux

Linux is a Unix-like operating system. Just like Windows, Mac OS, and IOS, Linux is an operating system used by millions across the globe. Android itself is powered by the Linux operating system. Linux manages all the hardware resources that are associated with your computer. The software is famous because of the protection it grants from viruses, malware, and crashes. The Linux operating system is entirely free and is an open-source software meaning it can be altered by those equipped with the knowledge to code.

Here's how technical support professionals use linux:

Maintained and operated Red Hat Enterprise Linux in a closed room environment.
Assisted clients with technical support by phone and e-mail using Mozilla Thunderbird, assisted with troubleshooting on-site cameras sometimes using Linux

13. Support Professionals

Here's how technical support professionals use support professionals:

Trained other support professionals to become familiar with business applications and inbound calls.
Provided guidance to Support Professionals in resolving technical issues using various resources.

14. Customer Issues

Here's how technical support professionals use customer issues:

Provided exemplary telephone support to resolve customer issues and inquiries.
Referred unresolved customer issues to designated departments for further investigation.

15. Customer Inquiries

Here's how technical support professionals use customer inquiries:

Provided first level of support for all customer inquiries via phone support and remote connection.
Answered an average of 25 customer inquiries daily through chat support forum.

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What skills help Technical Support Professionals find jobs?

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

What technical support professional 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 professionals need?

George Miller

Associate Professor Computer Science, Tiffin University

Many organizations realize graduates cannot learn everything in college about their major but want the graduate to have a solid foundation on their field of study. The organization wants to mold the graduate to their company environment with how they do things related to the field of study. Most companies want college graduates to have good communication skills (both oral and written), critical thinking skills and be able to work well in teams. These skills have been a staple for graduates since I can remember. This is why a college graduate takes many general education courses related to these skills and many of their major courses emphasize these skills.
Going back to the previous answer I believe graduates in all fields of study will need a better knowledge of technology and easier adaptability to changing technology. Again, an IS degree is already preparing students for this.

What technical skills for a technical support professional 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 professionals 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 professional skills to add to your resume

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

Java
Client Facing
Troubleshoot
Customer Satisfaction
Technical Problems
Problem Resolution
Customer Support
PC
Technical Knowledge
CRM
Product Knowledge
Linux
Support Professionals
Customer Issues
Customer Inquiries
Management System

Technical Assistance
Mac
Troubleshooting Support
Continuous Technical Support
OS
Remote Desktop
Inbound Calls
Customer Interaction
Computer System
Technical Issues
Software Issues
Post Sales
Unix
Tcp Ip
Microsoft Windows
Software Applications

Level Support
Customer Calls
Software Support
Developmental Disabilities
Issue Resolution
HTML
Technical Troubleshooting
Phone Support
Workstations
Windows Server
VoIP
VPN
Customer Problems
TCP/IP

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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