How to hire a technical support representative

How to hire a technical support representative, step by step

Here's a step-by-step technical support representative hiring guide:

• Step 1: Identify your hiring needs
• Step 2: Create an ideal candidate profile
• Step 3: Make a budget
• Step 4: Write a technical support representative job description
• Step 5: Post your job
• Step 6: Interview candidates
• Step 7: Send a job offer and onboard your new technical support representative
• Step 8: Go through the hiring process checklist

What does a technical support representative do?

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1. Identify your hiring needs

   First, determine the employments status of the technical support representative you need to hire. Certain technical support representative roles might require a full-time employee, whereas others can be done by part-time workers or contractors.

   Determine employee vs contractor status

   Is the person you're thinking of hiring a US citizen or green card holder?

   Yes

   No

   A technical support representative's background is also an important factor in determining whether they'll be a good fit for the position. For example, technical support representatives 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.

   This list presents technical support representative salaries for various positions.

   Type of Technical Support Representative	Description	Hourly rate
   Technical Support Representative	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	$12-21
   Customer Support Technician	A customer support technician is responsible for resolving customer complaints with their network issues through remote communication, providing the customers with a step-by-step procedure to fix their systems. Customer support technicians assist the customers in setting up their programs and applications, guiding them with the instructional manuals, and responding to the inquiries and concerns they have... Show more	$11-26
   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

   Show more

2. Create an ideal candidate profile

   Common skills:

   • Customer Calls
   • Smartphones
   • Technical Support Calls
   • Work Ethic
   • Internet Connectivity
   • Customer Service
   • Customer Satisfaction
   • Excellent Organizational
   • Email Clients
   • Strong Computer
   • SQL
   • Technical Support Issues
   • Inbound Calls
   • Customer Support

   Check all skills

   Responsibilities:

   • Serve as a SME and the main point of contact when agents and other leads have questions.
   • Answer eligibility and coverage questions from insurance agents pertaining to Medicare advantage plans and prescription drug plans.
   • Manage mental health portion of health insurance policies including Medicaid and Medicare and other commercial insurance plans nationwide.
   • Generate nationwide reservations provide customer service and negotiating customer dispute (inbound and outbound calls).
   • Work with QA to identify problems and resolutions base on customer issues.
   • Provide product information to customers inquiring about their iPhone, iPod, and iPad features.

   More technical support representative duties

3. Make a budget

   Including a salary range in your technical support representative job description is one of the best ways to attract top talent. A technical support representative can vary based on:

   • Location. For example, technical support representatives' average salary in hawaii is 27% less than in maryland.
   • Seniority. Entry-level technical support representatives 39% less than senior-level technical support representatives.
   • Certifications. A technical support representative with certifications usually earns a higher salary.
   • Company. Working for an established firm or a new start-up company can make a big difference in a technical support representative's salary.

   Average technical support representative salary

   $16.71hourly

   $34,758 yearly

   ---

   Entry-level technical support representative salary

   $27,000 yearly salary

   Updated December 15, 2025

   Average technical support representative salary by state

   Rank	State	Avg. salary	Hourly rate
   1	Massachusetts	$40,549	$19
   2	New York	$40,232	$19
   3	California	$39,700	$19
   4	Pennsylvania	$36,867	$18
   5	North Carolina	$36,678	$18
   6	Virginia	$36,604	$18
   7	Texas	$35,985	$17
   8	Georgia	$35,837	$17
   9	Maine	$35,622	$17
   10	Kansas	$35,459	$17
   11	Missouri	$35,401	$17
   12	Oklahoma	$35,332	$17
   13	Arizona	$35,223	$17
   14	Ohio	$34,976	$17
   15	Minnesota	$34,955	$17
   16	Florida	$34,784	$17
   17	Kentucky	$34,678	$17
   18	Michigan	$34,367	$17
   19	Tennessee	$34,317	$17
   20	Illinois	$34,257	$16

   Average technical support representative salary by company

   Company

   Rank	Company	Average salary	Hourly rate	Job openings
   1	HP	$66,747	$32.09	13
   2	Bloomberg	$49,917	$24.00	41
   3	Hoffmann-LA Roche Inc	$47,457	$22.82	3
   4	SolarWinds	$47,431	$22.80	2
   5	Ebix	$47,355	$22.77	1
   6	Zoetis	$47,144	$22.67	11
   7	Verifone	$44,973	$21.62
   8	Motorola Solutions	$44,617	$21.45	49
   9	HNTB	$44,127	$21.21	85
   10	L3Harris	$43,891	$21.10	55
   11	Autocar Truck	$43,377	$20.85
   12	Talyst	$43,015	$20.68
   13	Bechtel Corporation	$42,854	$20.60	18
   14	Massachusetts Institute of Technology	$42,570	$20.47	23
   15	Bio-Rad Laboratories	$42,160	$20.27
   16	Medtronic	$41,733	$20.06	43
   17	Minnesota State Fair	$41,689	$20.04	1
   18	Fidelity National Information Solutions	$41,208	$19.81	24
   19	Morningstar	$41,063	$19.74
   20	Johnson Outdoors	$40,835	$19.63	6

4. Writing a technical support representative job description

   A good technical support representative job description should include a few things:

   • Summary of the role
   • List of responsibilities
   • Required skills and experience

   Including a salary range and the first name of the hiring manager is also appreciated by candidates. Here's an example of a technical support representative job description:

   Technical support representative job description example

   IONOS Inc. ( formerly 1&1 IONOS) is a subsidiary of United Internet - a profitable, publicly held German company with a market cap of over $8 billion. IONOS' North American headquarters is located in Philadelphia PA. IONOS is known for its comprehensive and affordable online products - its unique business model positions it as a one-stop-shop for web solutions. From domain registration to web hosting, site creation, technical support and cutting-edge technology, IONOS offers users every available resource to easily and affordably create and maintain an optimal online presence.

   Founded in 1988, IONOS is a global leader among web hosting providers. Internationally, IONOS maintains more than 8 million customer contracts with both consumer and business users and the IONOS group manages over of 19 million domain name worldwide. It also operates 10 highly-secure, green data centers housing more than 90,000 servers.

   IONOS has grown since it introduced its distinctive approach to the U.S. market in October of 2003. Since the launch of its complete product line in the US, IONOS has become one of the premiere web hosting companies serving the US market; making it one of the country's top 5 web hosting companies. In September 2008, IONOS opened a state of the art 55,000 square foot data center in Lenexa, Kansas.

   Do YOU want to be part of a growing company in a fast-paced, exciting industry?

   Do YOU have excellent customer service and great troubleshooting skills?

   Do YOU have a strong desire to excel and exceed your goals?

   Do YOU want to help others achieve their dreams online?

   Then WE want to meet YOU!

   Job Summary:

   The Server Technical Support Representative primarily supports IONOS customers with dedicated, root, and VPS server products via phone, email and chat. Additional responsibilities of the position include assisting customers with their domains, email, billing, and account management. Server Support Representatives also sell related products and services based on customer need. Potential candidates must possess a basic understanding of web hosting concepts. Full product support training is provided.

   Responsibilities:

   · Resolving customer issues via phone, email and chat

   · Demonstrating both technical proficiency and effective soft skills in resolving customer issues

   · Troubleshooting a wide range of technical and billing concerns and educating customers about our products and processes

   · Recommending and selling the right products and services based on customer's business and personal needs

   · Effectively managing self to meet departmental goals (including efficiency, productivity, customer satisfaction and sales/revenue) and resolve incoming workload efficiently

   Qualifications:

   · Prior technical support and/or customer service experience preferred

   • Strong spoken and written communication skills
   • Basic understanding of TCP/IP protocols - HTTP, DNS, FTP, SSH, RDP
   • Basic understanding of web hosting software such as IIS and Apache
   • Willing to learn and adapt to new technologies in a changing environment

   Equal Opportunity Employer. We do not discriminate on the basis of any status protected by law.

   
   
   

   Copy this example

   

5. Post your job

   To find technical support representatives for your business, try out a few different recruiting strategies:

   • Consider internal talent. One of the most important talent pools for any company is its current employees.
   • Ask for referrals. Reach out to friends, family members, and your current work to ask if they know any technical support representatives they would recommend.
   • Recruit at local colleges. Attend job fairs at local colleges to recruit entry-level technical support representatives with the right educational background.
   • Social media platforms. LinkedIn, Facebook, and Twitter have more than 3.5 billion users, and they're a great place for company branding and reaching potential job candidates.

   To find technical support representative candidates, you can consider the following options:

   • Post your job opening on Zippia or other job search websites.
   • Use niche websites that focus on engineering and technology jobs, such as dice, engineering.com, stack overflow, it job pro.
   • Post your job on free job posting websites.

6. Interview candidates

   To successfully recruit technical support representatives, your first interview needs to engage with candidates to learn about their interest in the role and experience in the field. You can go into more detail about the company, the role, and the responsibilities during follow-up 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.

   While interviews are great, you will only sometimes learn enough from a conversation with a technical support representative applicant. In those cases, having candidates complete a test project can go a long way in figuring out who's the most likely to succeed in the role. If you aren't a technical person and don't know how to design an appropriate test, you can ask someone else on the team to create it or take a look at these websites to get a few ideas:

   • TestDome
   • CodeSignal
   • Testlify
   • BarRaiser
   • Coderbyte

   The right interview questions can help you assess a candidate's hard skills, behavioral intelligence, and soft skills.

7. Send a job offer and onboard your new technical support representative

   Once you've decided on a perfect technical support representative 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 good etiquette to follow up with applicants who don't get the job by sending them an email letting them know that the position has been filled.

   Once that's done, you can draft an onboarding schedule for the new technical support representative. Human Resources should complete Employee Action Forms and ensure that onboarding paperwork is completed, including I-9s, benefits enrollment, federal and state tax forms, etc. They should also ensure that new employee files are created for internal recordkeeping.

8. Go through the hiring process checklist

   • Determine employee type (full-time, part-time, contractor, etc.)
   • Submit a job requisition form to the HR department
   • Define job responsibilities and requirements
   • Establish budget and timeline
   • Determine hiring decision makers for the role
   • Write job description
   • Post job on job boards, company website, etc.
   • Promote the job internally
   • Process applications through applicant tracking system
   • Review resumes and cover letters
   • Shortlist candidates for screening
   • Hold phone/virtual interview screening with first round of candidates
   • Conduct in-person interviews with top candidates from first round
   • Score candidates based on weighted criteria (e.g., experience, education, background, cultural fit, skill set, etc.)
   • Conduct background checks on top candidates
   • Check references of top candidates
   • Consult with HR and hiring decision makers on job offer specifics
   • Extend offer to top candidate(s)
   • Receive formal job offer acceptance and signed employment contract
   • Inform other candidates that the position has been filled
   • Set and communicate onboarding schedule to new hire(s)
   • Complete new hire paperwork (i9, benefits enrollment, tax forms, etc.)

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