Technical Support Job Profile

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Help desk is another term for technical support. This is the company section where technical support specialists extend help to clients, customers, and buyers regarding the product or service that they are getting. In providing technical assistance to inquiries, the technician may perform or run a diagnostic program to resolve the problem. In addition to that, not only does technical support cater to outsiders such as customers and clients, it also extends help to resolving the internal technical problems of a company.

There are two types of technical jobs. The in-house technical specialist and the call center positions. As a technical specialist, a person will be responsible in determining problems that sometimes cripple the operating system of a company. A technical specialist is also responsible for maintaining smooth flow of business transactions, particularly those involving computers, internet connections, and phone lines. On the other hand, technical support call center agents are those who are responsible in accommodating the calls of consumers who are finding hard time making use of a product or service or is finding difficulty understanding a product’s features. The agent will explain them in an elaborate and calm manner what the product, the service or the company is all about.

The technical support system also opens great opportunities for call center careers. In providing technical assistance, support, and advice to customers and users, the agents will need to use their excellent communication skills in answering technical inquiries. In immediately responding to a client’s request for guidance, the help desk technician or the trained call center agent will listen carefully to the client’s concern, ask questions that will help diagnose and determine the nature of the problem and walk the customer through quick problem solving steps. This type of customer service shows another versatile aspect of call center jobs. Similar to those in inbound and outbound telemarketing applications, the projects regarding technical support is also handled by a call center manager. Hence, technical support also offers great opportunities for call center manager jobs.

In technical support, the opening for call center jobs is regarded more as a help-desk technician. This corporate position entails a computer or technical support job duties as in troubleshooting technical problems. For companies who provide computer hardware and software, systems of technical assistance will always be present to cater to the current and recurrent problems that the clients or consumers are experiencing with the company’s products. The technicians give out instructions, information, and technical assistance via telephone, email, or company website supported online conversation lines. Chat rooms may even be provided by some company websites, to provide faster responses to customer concerns. In catering to the usual problems that are experienced by customers, a technician also has the responsibility of reporting such problems to the project head so that the company’s operating system instantly addresses the issue. In a way, the technician helps the company improve its service and develop new products that might bring in significant amounts of revenues in the future.

Job Qualification

Usually, companies demand a formal education, a 2-year college course or tech-school degree or better, from their technical support specialists. Finishing an undergraduate course on computer science and information systems is an advantage. If formal education is not in sight, the company might opt evaluating an applicant depending on his job experience as a proof of his technical skills.

For call center technical support positions, excellent verbal and communication skills is of utmost importance. Typical listings of qualifications may include one or more of the following:
  • Ability to work both in a team or in an independent setting.
  • Broad to specific knowledge of operating systems and software applications, particularly those used and sold by the company.
  • Broad and specific knowledge of basic computer hardware and platforms.
  • Broad, specific or basic knowledge of networks and network security
  • Security clearance. This is particularly important in government technical support jobs.
The median annual average wage for a computer support job is $40, 430. In 2004, 10% of the technical support jobs earned $24, 190, 50% have earned between $30, 980 and $53, 010 and another 10% have amounted $60, 110 in total annual rage.

The US Bureau of Labor Statistics forecasts that the number of individuals giving technical support jobs a go will rise by 18 to 26% through 2014. Because of the ever increasing demand and use of computers, technical support was determined as the fastest growing industry. However, due to language barriers, these jobs are expected to remain in the United States.

The demand for information technology jobs such as technical support jobs has emphasized the need for a formal education and up-to-date skills that are important to the job to be successful in this career. Practical experiences are an advantage for applicants, particularly those who do not posses degrees. With the rapid growth of technology, people who are in this field of career have a constant need to update their skills and knowledge on the technical nature of their work. This has even showed another aspect of the versatility of call center careers.

The rapid pace of increase in the demand for technical support jobs is dictated by the businesses continuous growth and constant need to upgrade its complex computerized operating systems. So if you happen to already be in a professional call center, training for some technical skills might be of an advantage in this job. High demand and above average wages and benefits along with still minimal competition for vying job positions, these aspects makes technical support jobs more appealing to job seekers.
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