What does a Technical Support Trainer do?
A technical support trainer specializes in creating training programs meant to mold workers into becoming valuable members of a company workforce. Their responsibilities revolve around identifying the trainees' needs, providing written and verbal instructions, addressing and resolving inquiries and concerns, conducting skills assessments, managing schedules, monitoring attendance and performance, and providing consultations to trainees. Furthermore, as a trainer, it is essential to lead and encourage trainees to achieve their goals, all while implementing and emphasizing the company's policies and regulations.
Technical support trainer responsibilities
Here are examples of responsibilities from real technical support trainer resumes:
- Manage and maintain external DNS servers for Internet name resolution of host domains.
- Post event follow up and positioning clients for future success including effectively managing CRM software.
- Manage 3rd party vendors, insuring on-time performance and asset management SLA s are met.
- Manage global rights, user permissions and updates, creating procedures for using the SharePoint environment.
- Accomplish to set up several wireless network for different uses within the company building along with their wired/wireless printers.
- Lead technical operations for an innovative workforce virtualization movement, including initial design and improvement of technical systems and processes.
- Handle DNS, DHCP issues.
- Diagnose LAN drop issues concerning routers and switches errors and connectivity issues.
- Provide effective response for problems in setup, networking, printers, internet connectivity and applications.
- Ticket management to ensure SLA is met and incidents document.
- Maintain systems up to date with the latest OS patches.
- Create and maintain FTP site for customers to retrieve software.
- Install and configure customer networks, routers, switches and servers.
- Coordinate project for OS deployment, file and print server migration.
- Use SCCM to push updates and monitor mobile and desktop devices.
Technical support trainer skills and personality traits
We calculated that 14% of Technical Support Trainers are proficient in Customer Service, Product Support, and Technical Support. They’re also known for soft skills such as Customer-service skills, Listening skills, and Problem-solving skills.
We break down the percentage of Technical Support Trainers that have these skills listed on their resume here:
- Customer Service, 14%
Developed and delivered training programs in support of customer service initiatives for electronics manufacturing robots sold in North and South America.
- Product Support, 12%
Guided and provided in-depth technical leadership to Level 1 Server Product Support Specialists; provided marketing and administrative policy advice.
- Technical Support, 9%
Provide second-level technical support and problem determination/resolution when required to assist customers with timely resolution of complex technical issues.
- SQL, 5%
Managed SQL Server database including daily server maintenance, backup and recovery strategy.
- Troubleshoot, 4%
Worked with customers to effectively and efficiently install and troubleshoot software issues.
- Customer Satisfaction, 4%
Manage case load appropriately to maintain a high level of customer satisfaction through professional communication and consistent and timely follow up.
Most technical support trainers use their skills in "customer service," "product support," and "technical support" to do their jobs. You can find more detail on essential technical support trainer responsibilities here:
Customer-service skills. To carry out their duties, the most important skill for a technical support trainer to have is customer-service skills. Their role and responsibilities require that "computer support specialists must be patient and sympathetic." Technical support trainers often use customer-service skills in their day-to-day job, as shown by this real resume: "worked in a technical customer support environment helping answer questions regarding district and school information for multiple state assessment projects. "
Listening skills. Another soft skill that's essential for fulfilling technical support trainer duties is listening skills. The role rewards competence in this skill because "support workers must be able to understand the problems that their customers are describing and know when to ask questions to clarify the situation." According to a technical support trainer resume, here's how technical support trainers can utilize listening skills in their job responsibilities: "analyzed customer feedback and communicated desired enhancements to product development team. "
Problem-solving skills. technical support trainers are also known for problem-solving skills, which are critical to their duties. You can see how this skill relates to technical support trainer responsibilities, because "support workers must identify both simple and complex computer problems, analyze them, and solve them." A technical support trainer resume example shows how problem-solving skills is used in the workplace: "manage customer support interactions to a positive and best-possible resolution, always focused on delivering world-class customer support. "
Speaking skills. technical support trainer responsibilities often require "speaking skills." The duties that rely on this skill are shown by the fact that "support workers must describe the solutions to computer problems in a way that a nontechnical person can understand." This resume example shows what technical support trainers do with speaking skills on a typical day: "identified and addressed problem escalations and managed the customer relationship through development of satisfactory customer support plans. "
Writing skills. Another common skill required for technical support trainer responsibilities is "writing skills." This skill comes up in the duties of technical support trainers all the time, as "strong writing skills are useful for preparing instructions and email responses for employees and customers, as well as for real-time web chat interactions." An excerpt from a real technical support trainer resume shows how this skill is central to what a technical support trainer does: "provided product knowledge, competition and underwriting practices assistance to sales force. "
The three companies that hire the most technical support trainers are:
- Deloitte29 technical support trainers jobs
- Securitas Electronic Security21 technical support trainers jobs
- Garmin11 technical support trainers jobs
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Compare different technical support trainers
Technical support trainer vs. Customer support analyst
A customer support analyst is responsible for assisting customers with their service issues, responding to their inquiries and concerns, and resolving their complaints. Customer support analysts strategize techniques in improving the customer's experience by providing outstanding customer services. They also review quality audits and logs to determine the efficiency and effectiveness of services and modify procedures as needed. A customer support analyst must have excellent communication and organizational skills to look for customer solutions that would highly improve the company's reputation to the market.
While similarities exist, there are also some differences between technical support trainers and customer support analyst. For instance, technical support trainer responsibilities require skills such as "product support," "sql," "tcp ip," and "post implementation." Whereas a customer support analyst is skilled in "ui," "apex," "salesforce," and "desk support." This is part of what separates the two careers.
Customer support analysts really shine in the technology industry with an average salary of $79,807. Comparatively, technical support trainers tend to make the most money in the technology industry with an average salary of $44,355.customer support analysts tend to reach similar levels of education than technical support trainers. In fact, customer support analysts are 1.0% less likely to graduate with a Master's Degree and 0.1% less likely to have a Doctoral Degree.Technical support trainer vs. Systems support
A systems support agent is responsible for resolving system applications and network issues, performing technical configuration, and upgrading systems infrastructure. A systems support representative conducts regular maintenance and diagnostic tests on the computer applications to ensure its optimal performance and efficiency to support business operations and avoid delays in deliverables. They also assist the technology team in designing backup systems and improve existing networks according to business requirements and specifications. They write resolution reports for reference to prevent the reoccurrence of system malfunction and inconsistencies.
Each career also uses different skills, according to real technical support trainer resumes. While technical support trainer responsibilities can utilize skills like "product support," "sql," "post implementation," and "crm," systems supports use skills like "pc," "provides technical support," "desktop support," and "end user support."
Systems supports earn a higher average salary than technical support trainers. But systems supports earn the highest pay in the professional industry, with an average salary of $72,760. Additionally, technical support trainers earn the highest salaries in the technology with average pay of $44,355 annually.systems supports earn similar levels of education than technical support trainers in general. They're 1.0% more likely to graduate with a Master's Degree and 0.1% less likely to earn a Doctoral Degree.What technology do you think will become more important and prevalent for Technical Support Trainers in the next 3-5 years?
Babak Beheshti Ph.D.
Dean, Professor, New York Institute of Technology
-We will be witnessing a more widespread commercial deployment of 5G in 2020. With the implementation of the Standalone 5G devices based on the 3gpp release 16, we should be seeing the more robust mobile broadband deployment of 5G, wider availability of 5G smartphones, and a push towards an all 5G Network in select urban areas around the world.
-Significant growth in AI-based technologies, from face recognition and voice recognition to business intelligence and market predictions. As machines and deep learning algorithms get integrated into many applications, many industries will undergo substantial changes. AI systems will continue to interact with our phones; cars will interpret and analyze their surroundings and intelligently drive themselves. Online vendors will monitor our browsing habits, and Google decides what kind of search results to give us, based on who it thinks we are.
Technical support trainer vs. Support analyst
The role of support analysts is to resolve problems with hardware, computer programs, and peripherals. They may focus on a particular aspect of the information technology (IT) department or give technical support to end-users. They mainly detect issues with IT equipment and software and devise solutions to resolve these issues. Also, they are responsible for answering queries from users, preparing service records, and handling escalations. Support analysts also support the company's IT operations and best practices by creating and distributing relevant IT documents.
There are many key differences between these two careers, including some of the skills required to perform responsibilities within each role. For example, a technical support trainer is likely to be skilled in "product support," "sql," "post implementation," and "switches," while a typical support analyst is skilled in "application support," "patients," "issue resolution," and "system issues."
Support analysts earn the best pay in the finance industry, where they command an average salary of $93,871. Technical support trainers earn the highest pay from the technology industry, with an average salary of $44,355.When it comes to education, support analysts tend to earn similar degree levels compared to technical support trainers. In fact, they're 2.2% more likely to earn a Master's Degree, and 0.1% more likely to graduate with a Doctoral Degree.Technical support trainer vs. Support specialist
A support specialist is responsible for assisting technical and administrative support, depending on the business need. Support specialists must have extensive knowledge of the services of the organization they work for to assist customers with their inquiries and resolve complaints efficiently. A support specialist maintains documents of issue resolution, providing recommendations to improve business strategies and procedures. Support specialists must be well-versed on technology systems, perform basic troubleshooting, and secure databases. They should also have impeccable customer service and communication skills to attend with customers' needs and requests.
Even though a few skill sets overlap between technical support trainers and support specialists, there are some differences that are important to note. For one, a technical support trainer might have more use for skills like "product support," "customer satisfaction," "tcp ip," and "post implementation." Meanwhile, some responsibilities of support specialists require skills like "patients," "mental health," "social work," and "peer support. "
The technology industry tends to pay the highest salaries for support specialists, with average annual pay of $49,388. Comparatively, the highest technical support trainer annual salary comes from the technology industry.In general, support specialists hold similar degree levels compared to technical support trainers. Support specialists are 0.8% more likely to earn their Master's Degree and 0.1% more likely to graduate with a Doctoral Degree.Types of technical support trainer
Updated January 8, 2025
