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What does a Support Specialist do?

Photo of Brenna Goyette
Brenna Goyette
Certified Professional Resume Writer, Career Expert

Published 3 min read

A support specialist provides technical assistance to users of computer hardware and software. They answer questions or resolve computer problems for clients in person, via telephone or from a remote location. Support specialists typically work in call centers or help desks. Some may also work in corporate IT departments or as independent consultants.

Support Specialist job duties include:

  • Answer customer inquiries via phone, email, or chat
  • Diagnose and troubleshoot technical issues
  • Research required information using available resources
  • Follow standard processes and procedures
  • Identify customer needs and escalate issues as necessary
  • Update customer information in the CRM system
  • Train customers on new features and functionality
  • Provide feedback to supervisors on customer satisfaction
  • Document all customer interactions in the CRM system

Support Specialist Job Requirements

A support specialist typically requires a high school diploma or equivalent, although some jobs may require postsecondary education, and most employers provide on-the-job training. Some positions may require certification, such as CompTIA A+ or Network+. Support specialists typically have 1-3 years of experience in a related field.

Support Specialist Skills

  • Patience
  • Empathy
  • Listening
  • Communication
  • Problem-solving
  • Organization
  • Multi-tasking
  • Customer service
  • Technical skills
  • Computer skills
  • People skills

Related: Top Support Specialist Skills: Definition and Examples

How to become a Support Specialist

A support specialist is a professional who provides technical assistance to customers or employees. They are responsible for answering questions, resolving problems, and providing training and support. There are many ways to become a support specialist. One way is to get a degree in computer science or a related field. Another way is to have experience working in customer service or technical support. Many companies also offer certification programs that can help you become a support specialist.

Related: Support Specialist Resume Example

Related: Support Specialist Interview Questions (With Example Answers)

Editorial staff

Photo of Brenna Goyette, Editor

Editor

Brenna Goyette

Expert Verified

Brenna is a certified professional resume writer, career expert, and the content manager of the ResumeCat team. She has a background in corporate recruiting and human resources and has been writing resumes for over 10 years. Brenna has experience in recruiting for tech, finance, and marketing roles and has a passion for helping people find their dream jobs. She creates expert resources to help job seekers write the best resumes and cover letters, land the job, and succeed in the workplace.

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