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Become A Technical Support Trainer

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Working As A Technical Support Trainer

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Updating and Using Relevant Knowledge
  • Communicating with Supervisors, Peers, or Subordinates
  • $58,920

    Average Salary

What Does A Technical Support Trainer Do At Johnson Controls

* Manage case load (full escalations and requests for assistance)
* Set up environments to reproduce issues and test potential workarounds
* Log product defects for submittal to Engineering
* Develop and conduct training to internal Support staff.
* Mentor L1 and L2 Support Technicians
* Write and review technical documents (Knowledge, Support Plans, Technical Advisory Bulletins) for internal and public use
* Participate in cross-functional and L3 team projects
* Leverage opportunities for continuing education
* travel
* Qualifications
* Education & Experience
* BS in Computer Science or a 4-year degree in another discipline in addition to technical certifications is preferred.
* A minimum of 3
* years in a senior technical support role is required.
* Senior L2 Technical Support candidates with exceptional technical and customer service experience will be strongly considered.
* Technical & Professional Skills
* Exceptional customer service skills (soft skills)
* Ability to be persuasive/assertive while maintaining a professional demeanor.
* Excellent written and verbal communications skills
* Solid skills in producing a clear, accurate, and concise problem statement, in gathering/analyzing data, and in recording high-quality and sufficiently detailed case notes
* Experience with database (SQL Server) backup/restore, creating VMs, installing operating systems and software a strong plus
* Solid troubleshooting skills and proficiency in using related tools and technologies
* Familiarity with SQL, XML, XSLT, IIS, VMWare, Hyper
* V, .Net, WireShark or similar technologies
* CCNA or Network certification preferred
* MCSE (Data Platform, Business Intelligence, Server Infrastructure, and Communication) or equivalent certification preferred.
* Experience with video, readers, panels, keypads, CCTV and other access control hardware a plus

What Does A Technical Support Trainer Do At Wolters Kluwer

* Provide first point of contact via telephone, email and/or CRM to address product and basic technical issues (network, data and application) and general troubleshooting of product, process, operational and technical problems within contracted service levels for assigned banking customers
* Document and track client issues and enhancement requests in the Customer Relationship Management application (SalesForce.com) and Software Development Application (Team Foundation Server)
* Follow up on assigned cases escalated to quality assurance and product development teams.
* Assigned special projects as an individual contributor
* These are essential ongoing responsibilities that may be altered over time
* Key Metrics:
* Service Level Agreement (SLA) Compliance
* Service Requests Taken
* Resolution Time for Service Requests
* Customer Satisfaction (via survey and direct inquiry

What Does A Technical Support Trainer Do At Heartland Payment Systems, Inc.

* Provide direction to Heartland Team to assist with payroll input issues
* Provide direction to Heartland Team with respect to complex payroll issues and problem resolution
* Stay abreast of Heartland / Master Tax / Ancillary enhancements
* Directly responsible for ancillary product set-up & auditing of the following, but is not limited to: Time Clock,401K Integrations, Workers Comp Integrations, General Ledger,HR Helpdesk and POP/FSA
* Assist payroll specialists as needed with General Ledger, Report Writer & Accrual set ups
* Directly responsible for SSN file submission, Local Tax setup in Heartland database
* Communicate directly with 401K partners for client resolution regarding integration issues
* Provide, upon request, group training on selected topics
* Set up all EFT Agency Check Payments in Heartland
* Assist payroll and tax personnel researching tax/taxability questions
* Approve new earning/deduction types to be implemented in Heartland
* Research and enter taxability for earning/deduction types added to Heartland
* Assist with payroll/tax issues that have been directed to Heartland Support
* Utilize Clientele ticketing system to respond to Heartland staff operational questions
* Test and approve new functionality in Heartland as requested by development
* Send daily ACH bank files for East Coast and West Coast

What Does A Technical Support Trainer Do At Sysco Corp

* Execute Category Management and other initiatives within assigned categories
* Responsible for Category success and overall Support of Corporate core suppliers
* Communicate with planners/suppliers/brokers/sales team/customer service
* Manage and promote local assortment within assigned categories to achieve company goals
* Manage local supplier and broker relationships
* Provide input, support and guidance to OpCo Sales Specialist
* Facilitate corporate assortment training at the OpCo as required
* Conduct local supplier reviews and negotiations using corporate best business practices
* Negotiate/secure supplier-funded customer deviated pricing
* Facilitate negotiations and management of local Earned Income programs
* Manage and review company Earned Income components
* Work with supplier Category Captains or Advisors for focus categories as required
* Support inventory depletion process by identifying items to be discontinued and assisting in supplier negotiations to return products
* Drive results on focus categories and support promotional activities and selling events
* Direct line of contact for local sales and communicate with and assist Sales on all issues
* New item and Vendor creation
* Drive increased Sysco Brand sales
* Manage category equities and market pricing to support pricing integrity in conjunction with RevMan team
* Collaborate and review Sales and GP results of Market Cost Price changes with Revenue Management team
* Provide market commodity/industry news and updates to the sales organizatio

What Does A Technical Support Trainer Do At Autotask Corporation

* Build ongoing relationships with customers
* Answer system questions and provide workflow and best practices when necessary
* Troubleshoot to reproduce and resolve, or escalate where appropriate technical product issues as a Tier II line product specialist
* Manage escalated customer issues as required
* Staff the Help Desk per your schedule
* Call customers as needed as you manage their incident, including setting expectations on confirmed defect
* Work with team Tier I and Tier III reps to correct customer issues
* Review potential defects for accuracy and ticket quality for submission to Tier III
* Develop and maintain advanced knowledge of AEM/AWP products, integrations and the supporting technologies
* Develop a product focus/specialization
* Create articles for our customer facing knowledge base, when related information is not present
* Greater focus on issues that require advanced troubleshooting skills
* Maintain the ticket backlog in accordance to the ongoing communication service level agreement
* Coordinate training and act as mentor for Product Support Specialists
* Tier I
* Identify areas where Product Support processes may be improved and work on internal projects as directed
* Work Values:
* Positive outlook
* Professional demeanor
* Sense of urgency
* Empathy for customer and their needs
* Empathy for internal customers and their needs
* Ethics/integrity internally and customer facing
* Accountability

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How To Become A Technical Support Trainer

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 Trainer jobs

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Real Technical Support Trainer Salaries

Job Title Company Location Start Date Salary
Associate-Product Support Specialist Jpmorgan Chase & Co. New York, NY Jul 02, 2012 $125,000
Product Support Specialist Agilent Technologies, Inc. Santa Clara, CA Aug 03, 2015 $114,000
I/S Process Optimization & Productivity Support Specialist Valero Energy Corp San Antonio, TX Mar 30, 2016 $110,000
Product Support Specialist APX, Inc. New York, NY Feb 08, 2015 $105,000
Product Support/Repair and Application Specialist ABB Inc. Raleigh, NC Mar 09, 2015 $97,800 -
$102,000
Product Support Specialist FIS Management Services, LLC Malvern, PA Sep 21, 2015 $95,000 -
$115,000
Product Support Specialist Google Inc. Mountain View, CA Jul 13, 2015 $95,000
Specialist, Wcdma & I-Hspa Product Support Nokia Solutions and Networks Us LLC Irving, TX Sep 20, 2014 $93,600
Product Support Specialist Facebook, Inc. Menlo Park, CA Jan 18, 2016 $91,000
Product Support Specialist Daiwa Securities America Inc. New York, NY Aug 25, 2009 $90,000 -
$140,000
Product Support Specialist III ITG Inc. Boston, MA Oct 01, 2011 $90,000
Specialist, LTE Product Support Nokia Solutions and Networks Us LLC Irving, TX Aug 27, 2016 $89,893
Product Support Specialist Verint Systems Inc. Melville, NY Oct 21, 2016 $89,648
Specialist, LTE Product Support Nokia Solutions and Networks Us LLC Irving, TX Aug 24, 2016 $89,386
Global Product Support Specialist-LIS Cepheid Sunnyvale, CA Nov 14, 2016 $85,000
Operation & Product Support Specialist China Unionpay (USA) LLC Jersey City, NJ May 01, 2015 $85,000
Product Support Specialist GL Trade Americas, Inc. New York, NY Sep 17, 2014 $84,048
Product Support Specialist GL Trade Americas, Inc. New York, NY Nov 25, 2014 $84,048
Specialist, LTE Product Support Nokia Solutions and Networks Us LLC Irving, TX Feb 26, 2016 $83,870
Product Support Specialist CGI Technologies and Solutions Inc. Reston, VA Jan 18, 2016 $83,782 -
$110,300
Product Support Specialist CGI Technologies and Solutions Inc. Reston, VA Nov 12, 2015 $83,782 -
$97,700
IT Support and Training Associate World Economic Forum USA Inc. New York, NY Oct 01, 2012 $81,900
Product Support Specialist Facebook, Inc. Menlo Park, CA Sep 18, 2015 $74,298
Product Support Specialist Murata MacHinery USA, Inc. North Salt Lake, UT Mar 25, 2016 $73,000
Product Support Specialist REP Caterpillar Inc. Houston, TX Sep 16, 2011 $72,144
Product Support Specialist Representative Caterpillar Inc. Houston, TX Sep 16, 2011 $72,144
Product Support Specialist Uber Technologies Inc. San Francisco, CA May 07, 2016 $72,000
Product Support Specialist Uber Technologies, Inc. San Francisco, CA Feb 10, 2015 $72,000
Product Support Specialist Nobel Biocare Procera LLC Mahwah, NJ Oct 01, 2013 $71,400
Jetnexus Technical Support and Training Manager Jetnexus LLC Santa Clara, CA Oct 14, 2011 $71,000

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Top Skills for A Technical Support Trainer

ProductSupportTechnicalSupportHardwareIssuesCustomerServiceDataEntryWebRemoteAccessTroubleshootCustomerSupportPhoneCallsSQLEnsureCustomerSatisfactionInternetSetupCustomerIssuesFinancialTechnicalIssuesQACRMProductDevelopment

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Top Technical Support Trainer Skills

  1. Product Support
  2. Technical Support
  3. Hardware Issues
You can check out examples of real life uses of top skills on resumes here:
  • Assisted in New Model Parts Marketing & Product Support * Streamlined New Model Parts Tracking System
  • Installed and maintained system hardware and software, and provided customer technical support
  • Provided excellent customer service and gave detailed instructions on how to solve technical problems including software and hardware issues.
  • Recognized for excellent customer service.
  • Provided Bilingual customer service, data entry.

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