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What does a Support Specialist do?

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Brenna Goyette
Certified Professional Resume Writer, Career Expert
3 min read
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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)

Brenna Goyette

Brenna Goyette

Certified Professional Resume Writer & Career Expert

Passionate about helping professionals advance their careers.

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