What does a Support Specialist do?
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.
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