What does a Support Specialist do?

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

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.