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What does a Technical Support Associate do?

Learn all about Technical Support Associate duties, skills and much more. Get expert advice on how to become a Technical Support Associate.

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Brenna Goyette
Certified Professional Resume Writer, Career Expert

Published 4 min read

A technical support associate provides customer service and technical support to customers who have questions or problems with a company's products or services. They may work in a call center, or they may provide support through online chat or email. Technical support associates need to have strong customer service skills and be able to troubleshoot problems quickly. They also need to be familiar with the company's products and services.

Technical Support Associate 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 customer service database
  • Track and document customer interactions in the customer service database
  • Upsell additional products or services to customers, when appropriate
  • Provide feedback to management about customer satisfaction levels

Technical Support Associate Job Requirements

A Technical Support Associate is responsible for providing technical support to customers via phone, email, or chat. They must have excellent customer service skills and be able to troubleshoot technical issues. A Technical Support Associate typically has a high school diploma or equivalent, although some jobs may require post-secondary education or certification. Previous experience in customer service or technical support is often required.

Technical Support Associate Skills

  • Patience
  • Empathy
  • Technical skills
  • Listening skills
  • Communication skills
  • Problem-solving skills
  • Organizational skills
  • Time management skills
  • Customer service skills
  • Interpersonal skills
  • Stress management

Related: Top Technical Support Associate Skills: Definition and Examples

How to become a Technical Support Associate

A technical support associate provides customer service and technical support for a company’s products and services. They are the first point of contact for customers who need help with a product or service. They must be able to troubleshoot problems and provide solutions in a timely manner.

To become a technical support associate, you will need at least a high school diploma or equivalent. Some companies may require you to have an Associate’s degree or higher in a related field. You will also need excellent customer service skills and experience using the company’s products and services.

If you have the necessary education and skills, the next step is to apply for open positions. When applying, be sure to highlight your customer service skills and any relevant experience you have. If you are called in for an interview, be prepared to discuss your problem-solving abilities and how you would handle various customer service scenarios.

Once you are hired, you will likely undergo some training on the company’s products and services. This training will give you the knowledge you need to provide effective customer support. With time and experience, you may be promoted to a higher-level position within the technical support department.

Related: Technical Support Associate Resume Example

Related: Technical Support Associate Interview Questions (With Example Answers)