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Become A Technical Support Representative

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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
  • $54,000

    Average Salary

What Does A Technical Support Representative Do

A Technical Support Representative provides technical and network problem resolution to customers. They talk with clients via email, phone, or other methods.

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 jobs

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Real Technical Support Representative Salaries

Job Title Company Location Start Date Salary
Technical Support Representative Ariba, Inc. Sunnyvale, CA Apr 01, 2010 $88,629 -
$98,000
Technical Support Representative Sealed Air Corporation (Us) Hodgkins, IL Jan 01, 2011 $85,000
Technical Support Representative Samsara Networks San Francisco, CA Nov 01, 2016 $82,000
Technical Support Representative Bloomberg, LP New York, NY Mar 26, 2010 $80,500
Technical Support Representative Ariba, Inc. Sunnyvale, CA Jun 16, 2010 $80,500 -
$98,000
Technical Support Representative Epson America, Inc. Long Beach, CA Nov 19, 2015 $76,648
Technical Support Representative Morningstar, Inc. Chicago, IL Oct 24, 2016 $75,000
Field Technical Support Representative Hewlett-Packard Company Beverly Hills, CA Aug 10, 2015 $73,237
Field Technical Support Representative Hewlett-Packard Company Livermore, CA Apr 01, 2014 $71,822
Technical Support Representative Goengineer, Inc. Santa Clara, CA Apr 01, 2011 $70,000
Field Technical Support Representative Hewlett-Packard Company Katy, TX Apr 01, 2014 $68,474 -
$69,668
Field Technical Support Representative Hp Enterprise Services, LLC Norwalk, CT Aug 31, 2011 $65,915 -
$70,488
Technical Support Representative Astrophysics Inc. Industry, CA Jun 04, 2015 $63,000
Technical Support Representative Slashsupport, Inc. San Jose, CA Sep 13, 2015 $62,325
Field Technical Support Representative Hewlett-Packard Company Dallas, TX Apr 01, 2014 $61,610 -
$69,668
Client Services/Technical Support Representative The Active Network, Inc. Boulder, CO Jan 03, 2012 $61,557
Field Technical Support Representative Hewlett-Packard Company Los Angeles, CA Apr 01, 2014 $60,819 -
$69,668
Field Technical Support Representative Hewlett-Packard Company Austin, TX Apr 01, 2014 $60,528 -
$69,668
Field Technical Support Representative Hewlett-Packard Company West Bend, WI Apr 01, 2014 $60,216 -
$69,668
Technical Support REP (Network Admin) Solarwinds Worldwide, LLC Lehi, UT Apr 20, 2014 $60,000 -
$67,500
Technical Support Representative Wright Equipment Corporation Farmingdale, NJ Oct 01, 2010 $54,000
Internet Technical Support Representative Coxcom, Inc. Rancho Santa Margarita, CA Mar 08, 2010 $49,878 -
$54,684
Field Technical Support Representative Hewlett-Packard Company Jacksonville, TX Apr 01, 2014 $49,754 -
$69,668
Field Technical Support Representative Hewlett-Packard Company Waco, TX Apr 01, 2014 $49,171 -
$69,668
Field Technical Support Representative Hewlett-Packard Company Alpharetta, GA Dec 01, 2011 $49,171 -
$66,950
Gene Synthesis Technical Support Representative Eurofins MWG Operon Biotechnologies, Inc. Huntsville, AL Sep 01, 2013 $48,000
Gene Synthesis Technical Support Representative Eurofins MWG Operon Biotechnologies, Inc. Huntsville, AL Jan 09, 2013 $48,000

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Top Skills for A Technical Support Representative

TechnicalSupportCallsCustomerServiceSkillsInternetConnectivityHardwareIssuesTroubleShootingEmailClientsTelephoneTechnicalSupportIssuesPhoneCallsRemoteAccessInboundCallsCustomerSatisfactionCustomerIssuesSetupMacAppleDSLSoftwareIssuesCustomerSupportWindowsXP

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Top Technical Support Representative Skills

  1. Technical Support Calls
  2. Customer Service Skills
  3. Internet Connectivity
You can check out examples of real life uses of top skills on resumes here:
  • Responded to technical support calls and/or electronically submitted trouble tickets per day.
  • Required excellent customer service skills.
  • Provided technical support to customers regarding Internet connectivity for Windows and Mac systems.
  • Received inbound calls regarding connectivity and hardware issues.
  • Performed trouble shooting functions for customers Serviced multiple inbound calls for telephone and internet customers Processed payments and payment arrangement on accounts

Top Technical Support Representative Employers

Technical Support Representative Videos

A Day in The Life - Technical Sales Engineer

Sample Call Tech Support

Technical Support conversation....

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