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Working As A Technical Support Representative

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Updating and Using Relevant Knowledge
  • Communicating with Supervisors, Peers, or Subordinates
  • $30,000

    Average Salary

What Does A Technical Support Representative Do

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. Others, called computer user support specialists, assist non-IT users who are having computer problems.

Duties

Computer network support specialists typically do the following:

  • Test and evaluate existing network systems
  • Perform regular maintenance to ensure that networks operate correctly
  • Troubleshoot local area networks (LANs), wide area networks (WANs), and Internet systems

Computer network support specialists, also called technical support specialists, usually work in their organization’s IT department. They help IT staff analyze, troubleshoot, and evaluate computer network problems. They play an important role in the routine maintenance of their organization’s networks such as performing file backups on the network. Maintenance can be performed daily, weekly, or monthly and is important to an organization’s disaster recovery efforts. Solving an IT problem promptly is important because organizations depend on their network systems. Network support specialists may assist the organization’s computer users through phone, email, or in-person visits. They often work under network and computer systems administrators, who handle more complex tasks.

Computer user support specialists typically do the following:

  • Pay attention to customers’ descriptions of their computer problems
  • Ask customers questions to properly diagnose the problem
  • Walk customers through the recommended problem-solving steps
  • Set up or repair computer equipment and related devices
  • Train users to work with new computer hardware or software, such as printers, word-processing software, and email
  • Provide other team members and managers in the organization with information about what gives customers the most trouble and about other concerns customers have

Computer user support specialists, also called help-desk technicians, usually provide technical help to non-IT computer users. They respond to phone and email requests for help. They can usually help users remotely, but they also may make site visits so that they can solve a problem in person.

Help-desk technicians may solve a range of problems that vary with the industry and the particular firm. Some technicians work for large software companies or for support service firms and must give instructions to business customers on how to use business-specific programs such as an electronic health records program used in hospitals or physicians’ offices. Sometimes they work with other technicians to resolve problems.

Other help-desk technicians work in call centers, answering simpler questions from non-business customers. They may walk customers through basic steps in re-establishing an Internet connection or troubleshooting household IT products such as a Wi-Fi router.

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How To Become A Technical Support Representative

Because of the wide range of skills used in different computer support jobs, there are many paths into the occupation. A bachelor’s degree is required for some computer support specialist positions, but an associate’s degree or postsecondary classes may be enough for others.

Education

Education requirements for computer support specialists vary. Computer user support specialist jobs require some computer knowledge, but not necessarily a postsecondary degree. Applicants who have taken some computer-related classes are often qualified. For computer network support specialists, many employers accept applicants with an associate’s degree, although some prefer applicants to have a bachelor’s degree.

Large software companies that provide support to business users who buy their products or services often require a bachelor’s degree. Positions that are more technical are likely to require a degree in a field such as computer science, engineering, or information science, but for others, the applicant’s field of study is less important.

To keep up with changes in technology, many computer support specialists continue their education throughout their careers.

Certification

Certification programs are generally offered by vendors or from vendor-neutral certification providers. Certification validates the knowledge of and best practices required by computer support specialists. Companies may require their computer support specialists to hold certifications in the products the companies use.

Advancement

Many computer support specialists advance to other information technology positions, such as network and computer systems administrators and software developers. Some become managers in the computer support services department. Some organizations provide paths for support specialists to move into other parts of the organization, such as sales. For more information, see the profiles on network and computer systems administrators and software developers.

Important Qualities

Customer-service skills. Computer support specialists must be patient and sympathetic. They must often help people who are frustrated with the software or hardware they are trying to use.

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.

Problem-solving skills. Support workers must identify both simple and complex computer problems, analyze them, and solve them.

Speaking skills. Support workers must describe the solutions to computer problems in a way that a nontechnical person can understand.

Writing skills. Strong writing skills are useful for preparing instructions and email responses for employees and customers, as well as real-time web chat interactions.

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Technical Support Representative Career Paths

Technical Support Representative
Technical Support Specialist Systems Administrator
Information Technology Manager
7 Yearsyrs
Technical Support Specialist Systems Administrator Information Technology Manager
Information Technology Director
10 Yearsyrs
Technical Support Specialist Network Administrator Information Technology Manager
Senior Information Technology Manager
10 Yearsyrs
Computer Technician Systems Engineer Senior Software Engineer
Chief Technology Officer
11 Yearsyrs
Technical Support Technician Systems Administrator Information Technology Manager
Information Technology Operations Manager
9 Yearsyrs
Technical Support Technician Team Leader Lead Technician
Technical Manager
7 Yearsyrs
Technical Support Technician Network Administrator Systems Analyst
Systems Manager
6 Yearsyrs
Computer Technician Information Technology Consultant Information Technology Project Manager
Information Technology Infrastructure Manager
11 Yearsyrs
Computer Technician Network Technician Network Administrator
Information Systems Manager
6 Yearsyrs
Help Desk Analyst Network Technician Field Service Technician
Technical Services Manager
7 Yearsyrs
Technician Specialist Customer Service Supervisor
Supervisor, Technical Support
5 Yearsyrs
Help Desk Analyst Systems Analyst Information Technology Project Manager
Information Technology Technical Services Manager
9 Yearsyrs
Help Desk Analyst Network Technician Information Technology Consultant
Information Technology Systems Manager
8 Yearsyrs
Technician Consultant Senior Business Analyst
Implementation Manager
8 Yearsyrs
Technician Registered Nurse Clinical Research Coordinator
Data Manager
6 Yearsyrs
Desktop Support Technician Service Desk Analyst Service Desk Supervisor
Service Desk Manager
7 Yearsyrs
Information Systems Technician Information Technology Consultant Information Technology Analyst
Information Technology Supervisor, Information Technology
6 Yearsyrs
Information Systems Technician Systems Engineer Senior System Administrator
Help Desk Manager
5 Yearsyrs
Desktop Support Technician Desktop Support Specialist Level Senior Technician
Senior Technical Support Specialist
5 Yearsyrs
Information Systems Technician Desktop Support Technician Service Desk Analyst
Incident Manager
9 Yearsyrs
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Average Length of Employment
Support Agent 2.0 years
Top Careers Before Technical Support Representative
Cashier 12.9%
Server 2.4%
Internship 2.2%
Manager 1.9%
Top Careers After Technical Support Representative
Cashier 6.7%
Technician 2.4%
Manager 2.2%

Do you work as a Technical Support Representative?

Average Yearly Salary
$30,000
Show Salaries
$21,000
Min 10%
$30,000
Median 50%
$30,000
Median 50%
$30,000
Median 50%
$30,000
Median 50%
$30,000
Median 50%
$30,000
Median 50%
$30,000
Median 50%
$44,000
Max 90%
Best Paying Company
Accenture Federal Services
Highest Paying City
Los Angeles, CA
Highest Paying State
California
Avg Experience Level
1.9 years
How much does a Technical Support Representative make at top companies?
The national average salary for a Technical Support Representative in the United States is $30,970 per year or $15 per hour. Those in the bottom 10 percent make under $21,000 a year, and the top 10 percent make over $44,000.

The largest raises come from changing jobs.

See what's out there.

Real Technical Support Representative Salaries

Job Title Company Location Start Date Salary
Technical Support Representative Ariba, Inc. Apr 01, 2010 $88,629 -
$98,000
Technical Support Representative Sealed Air Corporation (Us) Jan 01, 2011 $85,000
Technical Support Representative Samsara Networks Nov 01, 2016 $82,000
Technical Support Representative Bloomberg, LP Mar 26, 2010 $80,500
Technical Support Representative Ariba, Inc. Jun 16, 2010 $80,500 -
$98,000
Technical Support Representative Epson America, Inc. Nov 19, 2015 $76,648
Technical Support Representative Morningstar, Inc. Oct 24, 2016 $75,000
Field Technical Support Representative Hewlett-Packard Company Aug 10, 2015 $73,237
Field Technical Support Representative Hewlett-Packard Company Apr 01, 2014 $71,822
Technical Support Representative Goengineer, Inc. Apr 01, 2011 $70,000
Field Technical Support Representative Hewlett-Packard Company Apr 01, 2014 $68,474 -
$69,668
Field Technical Support Representative Hp Enterprise Services, LLC Aug 31, 2011 $65,915 -
$70,488
Tier 2 Technical Support Representative Drfirst.com, Inc. Sep 11, 2014 $65,000
Technical Support Representative Astrophysics Inc. Jun 04, 2015 $63,000
Technical Support Representative Slashsupport, Inc. Sep 13, 2015 $62,325
Field Technical Support Representative Hewlett-Packard Company Apr 01, 2014 $61,610 -
$69,668
Client Services/Technical Support Representative The Active Network, Inc. Jan 03, 2012 $61,557
Field Technical Support Representative Hewlett-Packard Company Apr 01, 2014 $60,819 -
$69,668
Field Technical Support Representative Hewlett-Packard Company Apr 01, 2014 $60,528 -
$69,668
Field Technical Support Representative Hewlett-Packard Company Apr 01, 2014 $60,216 -
$69,668
Technical Support Representative Wright Equipment Corporation Oct 01, 2010 $54,000
Internet Technical Support Representative Coxcom, Inc. Mar 08, 2010 $49,878 -
$54,684
Field Technical Support Representative Hewlett-Packard Company Apr 01, 2014 $49,754 -
$69,668
Field Technical Support Representative Hewlett-Packard Company Dec 01, 2011 $49,171 -
$66,950
Field Technical Support Representative Hewlett-Packard Company Apr 01, 2014 $49,171 -
$69,668
Gene Synthesis Technical Support Representative Eurofins MWG Operon Biotechnologies, Inc. Sep 01, 2013 $48,000
Gene Synthesis Technical Support Representative Eurofins MWG Operon Biotechnologies, Inc. Jan 09, 2013 $48,000

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Top Skills for A Technical Support Representative

  1. Technical Support
  2. Customer Service
  3. Internet
You can check out examples of real life uses of top skills on resumes here:
  • BlackBerry Partner Technical Support Representative position directed at answering inbound calls related to troubleshooting BlackBerry devices and the BlackBerry network.
  • Produce superior customer service and work quality by demonstrating attention to detail, flexibility, and innovation in resolving problems.
  • Performed trouble shooting functions for customers Serviced multiple inbound calls for telephone and internet customers Processed payments and payment arrangement on accounts
  • Utilized technical knowledge and experience to accurately and confidently troubleshoot software and hardware issues.
  • Utilized a company database containing customer personal identifiable information to interface with customers through email and phone calls.

Rank:

Average Salary:

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Top 10 Best States for Technical Support Representatives

  1. District of Columbia
  2. Delaware
  3. Virginia
  4. New Jersey
  5. California
  6. Maryland
  7. Connecticut
  8. Georgia
  9. Pennsylvania
  10. Rhode Island
  • (300 jobs)
  • (114 jobs)
  • (1,142 jobs)
  • (824 jobs)
  • (2,997 jobs)
  • (654 jobs)
  • (357 jobs)
  • (944 jobs)
  • (1,159 jobs)
  • (112 jobs)

Technical Support Representative Resume Examples And Tips

The average resume reviewer spends between 5 to 7 seconds looking at a single resume, which leaves the average job applier with roughly six seconds to make a killer first impression. Thanks to this, a single typo or error on your resume can disqualify you right out of the gate. At Zippia, we went through over 33,527 Technical Support Representative resumes and compiled some information about how best to optimize them. Here are some suggestions based on what we found, divided by the individual sections of the resume itself.

Learn How To Create A Top Notch Technical Support Representative Resume

View Resume Examples

Technical Support Representative Demographics

Gender

Male

55.2%

Female

40.6%

Unknown

4.3%
Ethnicity

White

60.4%

Hispanic or Latino

17.5%

Black or African American

11.6%

Asian

6.8%

Unknown

3.7%
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Foreign Languages Spoken

Spanish

65.6%

French

9.5%

German

3.3%

Portuguese

2.7%

Arabic

2.4%

Filipino

1.9%

Japanese

1.8%

Russian

1.7%

Hindi

1.2%

Korean

1.2%

Carrier

1.2%

Tagalog

1.2%

Chinese

1.2%

Mandarin

1.0%

Urdu

0.9%

Vietnamese

0.8%

Italian

0.8%

Polish

0.6%

Swedish

0.5%

Turkish

0.5%
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Technical Support Representative Education

Schools

Strayer University

8.4%

Kaplan University

7.9%

Texas State University

5.7%

Ashford University

5.4%

Austin Community College

5.4%

ECPI University

5.4%

Grand Canyon University

5.3%

American InterContinental University

5.0%

San Antonio College

5.0%

Broward College

4.8%

Tidewater Community College

4.8%

Remington College

4.5%

Salt Lake Community College

4.3%

University of North Carolina at Greensboro

4.2%

University of Houston

4.1%

El Paso Community College

4.0%

Arizona State University

4.0%

Full Sail University

4.0%

University of Central Florida

3.9%

Western Governors University

3.8%
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Majors

Business

19.2%

Computer Science

10.9%

Information Technology

10.5%

Computer Networking

6.8%

Criminal Justice

4.7%

Computer Information Systems

4.7%

Computer Systems Security

4.4%

Psychology

4.2%

Electrical Engineering

3.9%

General Studies

3.7%

Health Care Administration

3.5%

Accounting

3.4%

Nursing

3.3%

Medical Assisting Services

3.0%

Communication

2.9%

Management Information Systems

2.5%

Graphic Design

2.3%

Computer Engineering

2.1%

Management

2.0%

Liberal Arts

2.0%
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Degrees

Bachelors

32.6%

Associate

24.9%

High School Diploma

24.9%

Certificate

7.0%

Diploma

5.2%

Masters

4.7%

License

0.4%

Doctorate

0.2%
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Updated May 18, 2020