Top 10 Customer Support Analyst Certifications

Certifications for customer support analysts are important in the job market because they demonstrate a level of proficiency in the skills needed to perform the job. They also show that the individual has taken the time and effort to study and understand customer service best practices. Certifications can help an analyst stand out from other applicants, since employers may view certifications as a sign that an applicant is committed to their field and is knowledgeable about customer service. Additionally, certifications provide employers with assurance that the candidate is qualified for the position, making them more likely to hire them.

The purpose of this article is to review the top certifications for Customer Support Analysts and explain how they can help advance their career.

What are Customer Support Analyst Certifications?

Customer support analyst certification is a type of professional credential that demonstrates mastery of the skills and knowledge needed to provide customer service and support. It is designed to help individuals build their career in customer service and technical support, by providing them with the skills and knowledge necessary for success in this field. By earning a customer support analyst certification, individuals can demonstrate their expertise in customer service and technical support, as well as increase their chances of being hired by top employers.

The certification covers topics such as understanding customer needs, effectively communicating with customers, troubleshooting technical issues, resolving customer complaints, providing feedback on customer interactions, and developing strategies for improving customer relations. The certification also provides insight into the most current trends in customer service and technical support, allowing certified professionals to stay ahead of their peers in an ever-changing job market. With the right training and certification, professionals can become more competitive in their field and better equipped to handle any situation they might encounter while dealing with customers.

Pro Tip: If you are looking to become a Certified Customer Support Analyst, it is important to stay up-to-date on the latest industry trends and technologies. Make sure to research the certification requirements for various certifications and organizations, as well as any prerequisites or educational requirements. Additionally, look into what type of experience and training you need before taking the exam. Finally, practice with sample questions or take practice exams to ensure that you are ready for the real thing!

Related: What does a Customer Support Analyst do?

Top 10 Customer Support Analyst Certifications

Here’s our list of the best certifications available to Customer Support Analysts today.

1. Certified Customer Support Professional (CCSP)

Certified Customer Support Professional (CCSP) is a certification program offered by the International Customer Service Association (ICSA). The CCSP certification is designed to recognize customer service professionals who have met the highest standards of excellence in customer service.

The CCSP certification requires applicants to pass an exam that covers topics such as customer service fundamentals, communication techniques, problem solving, and conflict resolution. The exam consists of multiple-choice questions and takes approximately two hours to complete.

To be eligible for the CCSP certification, applicants must have at least two years of experience in customer service or a related field. They must also complete a series of prerequisite courses offered by ICSA before taking the exam.

The cost of the CCSP certification varies depending on whether you take the exam online or in person. If you take it online, it costs $295 USD; if you take it in person, it costs $395 USD.

2. Certified Technical Support Professional (CTSP)

Certified Technical Support Professional (CTSP) is a professional certification program designed to recognize individuals who have demonstrated the knowledge, skills, and abilities necessary to provide technical support services in a variety of industries. The CTSP certification is offered by the International Association of Computer Support Professionals (IACSP).

In order to obtain the CTSP certification, applicants must pass an exam that covers a range of topics related to providing technical support services. The exam consists of multiple-choice questions and requires a minimum score of 70% in order to pass. The exam takes approximately two hours to complete.

The cost for taking the CTSP exam varies depending on the country where it is taken. In the United States, the cost for taking the exam is $250 USD. In other countries, such as Canada and Mexico, the cost may be higher or lower depending on local taxes and fees.

In order to take the CTSP exam, applicants must first register with IACSP and pay any applicable fees. Once registered, applicants can schedule their exam at one of IACSP’s authorized testing centers around the world. After passing the exam, applicants will receive their official CTSP certificate in approximately four weeks.

3. ITIL Foundation Certification

ITIL Foundation Certification is a globally recognized certification that validates an individual’s knowledge and understanding of the IT Infrastructure Library (ITIL) framework. It is designed to provide an understanding of how ITIL can be used to improve service delivery and support within an organization. The certification covers the five core disciplines of ITIL, which are Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement.

The ITIL Foundation Certification is typically completed in two days and consists of a one-day instructor-led course followed by a one-hour multiple choice exam. The exam consists of 40 questions and must be passed with a score of 65% or higher in order to receive the certification.

In order to obtain the ITIL Foundation Certification, individuals must attend an accredited training course from an approved provider. The cost for these courses varies depending on the provider but generally range from $1,000-$2,000 USD.

4. CompTIA A+ Certification

CompTIA A+ is an industry-leading certification program that validates a technician’s competency in computer hardware and software. It is designed to provide a comprehensive foundation of knowledge and skills necessary for entry-level computer service technicians. The CompTIA A+ certification is recognized worldwide as the standard for measuring technical excellence in the IT field.

The CompTIA A+ exam consists of two parts: Core 1 (220-1001) and Core 2 (220-1002). To become certified, you must pass both exams. Each exam consists of 90 multiple-choice questions and takes 90 minutes to complete.

To get started on your journey to becoming CompTIA A+ certified, you will need to register for the exams through the CompTIA website or through a Pearson VUE testing center. The cost of the exams varies depending on where you take them, but typically range from $200-$300 USD per exam.

Once you have registered for the exams, it is recommended that you take some time to prepare by studying course materials, taking practice tests, and attending training classes if available. Depending on your level of experience with computers, it may take anywhere from one month to six months or more to prepare for the exams.

It is also important to note that once you have passed both exams, your certification will be valid for three years before needing renewal. To renew your certification after three years, you will need to retake both Core 1 and Core 2 exams or complete Continuing Education (CE) requirements through CompTIA’s continuing education program.

5. Microsoft Certified Solutions Expert (MCSE)

Microsoft Certified Solutions Expert (MCSE) is a certification program offered by Microsoft that validates an individual’s expertise in designing, implementing, and managing IT solutions based on Microsoft technologies. It demonstrates that a person has the skills to build innovative solutions across multiple technologies, both on-premises and in the cloud.

The MCSE certification requires passing a series of exams to demonstrate proficiency in various areas such as server infrastructure, desktop infrastructure, private cloud, data platform, business intelligence, messaging, communication and SharePoint.

It typically takes around 6-12 months to complete the MCSE certification depending on the number of exams taken and the amount of time spent studying for them. The cost of taking each exam varies from $150-$200 USD per exam. To get certified you need to pass at least one core exam and then select two additional elective exams from the list of available options. Once you have passed all three exams you will receive your MCSE certificate.

6. Six Sigma Green Belt Certification

Six Sigma Green Belt Certification is a professional certification that demonstrates a person’s knowledge and proficiency in the Six Sigma methodology. It is an internationally recognized certification that can be used to demonstrate competency in the field of process improvement and quality management.

The Six Sigma Green Belt Certification typically takes around four weeks to complete, depending on the program chosen. The certification program includes training in the fundamentals of Six Sigma, including project management, problem solving, data analysis, and other related topics. Upon completion of the coursework, individuals must then pass an exam to receive their certification.

Individuals interested in obtaining their Six Sigma Green Belt Certification can do so through a variety of organizations or institutions. Many universities offer courses or programs that are designed to help individuals prepare for the certification exam. Additionally, there are many online courses available from various providers that can help individuals prepare for their certification exam as well.

The cost of obtaining a Six Sigma Green Belt Certification varies depending on the provider chosen and the type of program selected. Generally speaking, most programs range from $500-$2,000 USD depending on what is included in the coursework and whether or not additional materials such as books or study guides are included in the package.

7. ServiceNow System Administrator Certification

ServiceNow System Administrator Certification is a certification program offered by ServiceNow, a leading provider of cloud-based enterprise service management software. The certification validates the knowledge and skills required to successfully administer the ServiceNow platform. It is designed for IT professionals who want to demonstrate their expertise in managing and configuring the ServiceNow platform.

The certification requires passing an online exam which consists of 60 multiple choice questions that must be completed within 90 minutes. The exam covers topics such as user administration, system configuration, data administration, workflow administration, and reporting.

In order to get certified, candidates must first purchase an exam voucher from the ServiceNow website (https://www.servicenow.com/certification). The cost of the voucher is $200 USD plus applicable taxes and fees. Once purchased, candidates can register for an exam at any Pearson VUE testing center or online through Pearson VUE's OnVUE platform (https://home.pearsonvue.com/servicenow).

Once registered for an exam, candidates will have 90 days to take it before their voucher expires and they need to purchase another one if they wish to retake it. Upon successful completion of the exam, candidates will receive their official certification from ServiceNow via email within 5 business days.

The cost of the ServiceNow System Administrator Certification is $200 USD plus applicable taxes and fees for each attempt at the exam.

8. HDI Customer Service Representative Certification

HDI Customer Service Representative Certification is a professional certification program that recognizes customer service professionals who demonstrate excellence in customer service. It is designed to help customer service representatives improve their knowledge and skills, as well as provide employers with a way to recognize individuals who have achieved a certain level of proficiency in the field.

The certification process consists of three steps:

1. Pass the HDI Customer Service Representative Exam – This exam tests your knowledge of customer service principles, processes, and best practices. It takes approximately two hours to complete and costs $125 USD.

2. Complete the HDI Customer Service Representative Training Course – This course provides an overview of customer service concepts and best practices, as well as how to apply them in real-world situations. It takes approximately 8 hours to complete and costs $299 USD.

3. Submit Your Application – After successfully completing both the exam and training course, you will need to submit an application for certification along with proof of completion of both courses. Once approved, you will receive your official HDI Customer Service Representative Certification certificate in the mail within 4-6 weeks.

In total, it takes approximately 10 hours and costs $424 USD to become certified as an HDI Customer Service Representative.

9. IBM Certified Support Professional – Software Group Certifications

IBM Certified Support Professional – Software Group (CSP-SWG) is a certification program offered by IBM to recognize professionals who have demonstrated proficiency in the installation, configuration and maintenance of IBM software products. The certification is designed to validate a professional’s ability to effectively support customers using IBM software.

The CSP-SWG exam consists of multiple choice questions that are based on real-world scenarios. Candidates must demonstrate their knowledge of the installation, configuration and maintenance of IBM software products. The exam also covers topics such as troubleshooting, problem solving and customer service skills.

It typically takes between 8 and 12 weeks to prepare for the CSP-SWG exam. It is recommended that candidates study all available resources including books, online courses and practice exams before taking the exam.

To get certified as an IBM Certified Support Professional – Software Group, candidates must pass the CSP-SWG exam with a score of 70% or higher. The cost of the exam varies depending on location but typically ranges from $100-$200 USD.

10. Oracle Certified Associate, Customer Relationship Management (CRM)

Oracle Certified Associate, Customer Relationship Management (CRM) is an industry-recognized certification that validates an individual’s knowledge and skills in using Oracle CRM products. The certification demonstrates a professional's ability to use the latest features of Oracle CRM software, including customer data management, marketing automation, sales force automation, customer service, and analytics.

It typically takes around 3 months to prepare for the Oracle Certified Associate, Customer Relationship Management (CRM) exam. Candidates must have a good understanding of the fundamentals of Oracle CRM and its applications in order to pass the exam. This includes topics such as customer data management, marketing automation, sales force automation, customer service, and analytics.

In order to get certified as an Oracle Certified Associate in Customer Relationship Management (CRM), candidates must take and pass the 1Z0-1048-20 exam. This exam consists of 60 multiple choice questions that must be completed within 90 minutes. The cost of taking this exam is $245 USD.

Do You Really Need a Customer Support Analyst Certificate?

No, you do not necessarily need a customer support analyst certificate in order to work as a customer support analyst. Certifications may be beneficial for those who are looking to further their career and demonstrate their knowledge of customer service and problem-solving skills. However, many employers will accept applicants with experience in the field or related fields, such as sales or customer service, without requiring certification.

In some cases, having a customer support analyst certificate may even be considered a disadvantage if it is seen as an indication that the applicant lacks practical experience in the job. Employers may also prefer applicants who have taken courses in topics such as communication and conflict resolution, which can give them an edge over those with only a certificate.

Ultimately, whether or not you need to obtain a customer support analyst certificate depends on your individual situation and the requirements of the employer. If you are confident in your existing skills and experience, there may be no need to pursue additional certification. However, if you want to demonstrate your expertise and commitment to customer service excellence then obtaining a certification could be beneficial.

Related: Customer Support Analyst Resume Examples

FAQs About Customer Support Analyst Certifications

1. What are the requirements to become a certified customer support analyst?

Answer: The requirements vary depending on the certification program, but typically include passing an exam, demonstrating technical proficiency in customer service and support, completing a certain number of hours of supervised experience, and providing proof of relevant education or training.

2. How long does it take to become certified as a customer support analyst?

Answer: The length of time needed to become certified as a customer support analyst depends on the specific certification program and your level of experience. Generally, it takes between six months and two years to complete all the necessary steps for certification.

3. Are there any prerequisites for becoming a certified customer support analyst?

Answer: Yes, most certification programs require applicants to have at least one year of related work experience in customer service or technical support. Additionally, some certifications may require applicants to have certain levels of education or training in the field.

4. How much does it cost to get certified as a customer support analyst?

Answer: Cost varies depending on the type of certification program you choose and whether you need additional education or training prior to taking the exam. Generally, costs range from several hundred dollars up to several thousand dollars for more comprehensive programs.

5. What types of jobs can I apply for with a customer support analyst certification?

Answer: With a customer support analyst certification, you can apply for many different types of jobs in the IT industry including technical support representative, help desk technician, system administrator, IT consultant and IT project manager roles.