Technical Support Representative  

Job duties for technical support representatives vary based on the number of calls coming into the call center and the nature of the problems they must troubleshoot and fix. However, these core job tasks are common in all environments:

Answer Phones

Technical support representatives answer incoming phone calls and provide support to callers experiencing computer problems of all kinds.They listen to descriptions of customer issues and determine how and if they can be fixed.

Troubleshoot

Technical support representatives use information from customers to diagnose tech issues and walk customers through the steps needed to fix various problems.

Submit Service Requests

If customer tech problems cannot be handled over the phone, technical support representatives schedule a repair crew to fix problems on-site.

Maintain Database

Technical support representatives check for customer problems and fixes in the solutions database, and add new information to the database when and if new problems and fixes arise.

Log Calls

Technical support representatives keep logs of all calls answered and addressed, including dates and times.

Respond to Help Requests

Technical support representatives respond to emails and online chat requests for technical support.

Technical support representatives are good listeners and problem-solvers who can diagnose and fix computer problems based on very little information. Employers look for candidates who display the following essential skills:

Customer service

– technical support representatives use customer service skills to put customers at ease and help them solve their technical problems

Communication skills

– technical support representatives need excellent listening and verbal communication skills to understand customer complaints and clearly relay solutions to technical problems

Computer skills

– excellent computer skills are essential for technical support representatives, who must help others fix technical computer issues of all types

Data entry

– some data entry skills are a must-have for technical support representatives, who input information into support logs for each and every call they take

Time management

– technical support representatives use time management skills to prioritize customer calls and quickly address all customer tech problems

Problem-solving skills

– tech support representatives use their problem-solving skills to diagnose computer problems and fix them accordingly