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What does a Technical Support do?

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

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Brenna Goyette
Certified Professional Resume Writer, Career Expert

Published 3 min read

A technical support worker is responsible for providing assistance to customers who are having 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 workers need to have strong problem-solving skills and be able to communicate clearly with customers.

Technical Support job duties include:

  • Providing support for computer systems, hardware, or software
  • Answering technical questions for customers or employees
  • Diagnosing and resolving technical issues
  • Researching and identifying solutions to problems
  • Escalating issues to higher-level staff when necessary
  • Following up with customers to ensure satisfaction
  • Generating reports on customer satisfaction or technical issue trends
  • Training new users on computer systems or software
  • Monitoring computer systems for performance or security issues
  • Maintaining inventory of technical equipment or supplies

Technical Support Job Requirements

A technical support job may require a high school diploma or equivalent, although some jobs may require postsecondary education, such as an associate's degree in computer science or a related field. Certification from companies such as Microsoft or Apple may also be required. Technical support jobs typically require one to three years of experience in the field.

Technical Support Skills

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

Related: Top Technical Support Skills: Definition and Examples

How to become a Technical Support

A technical support professional is responsible for providing assistance to customers who are experiencing problems with a company’s products or services. They are the first point of contact for customers and must be able to provide accurate and helpful information in order to resolve customer issues.

Technical support professionals must have excellent customer service skills as they will be dealing with customers who may be angry or frustrated. They must be able to stay calm under pressure and think clearly in order to find solutions to customer problems. In addition, technical support professionals must have good problem-solving skills and be able to think creatively in order to come up with innovative solutions to customer issues.

If you are interested in becoming a technical support professional, you will need to have at least a high school diploma or equivalent. In some cases, companies may require that you have an associate’s degree or higher in a related field such as computer science. You will also need to have strong communication and customer service skills.

If you meet the qualifications, the next step is to apply for a technical support position at a company that interests you. Once you have been hired, you will undergo training on the specific products or services that you will be supporting. After completing training, you will be ready to start assisting customers with their issues.

Related: Technical Support Resume Example

Related: Technical Support Interview Questions (With Example Answers)