Technical Support Representative Job Description, Duties, and Responsibilities
What Does a Technical Support Representative Do?
Technical support representatives help customers resolve technical problems associated with a product or service.
Their job description entails providing response and solutions to issues experienced by users of technological products or services.
Tech support representatives work in a call center or at the information technology department of an organization.
They serve as the first point of contact for customers with complaints or questions concerning company technological products/services.
They usually communicate with clients via phone calls, emails, web chat or face-to-face interaction to provide step-by-step solutions effective in resolving hardware or software problems.
In performing their duties, technical support reps operate automated call distribution phone software to deliver remote technical services to customers.
They interview and listen to clients to identify their needs and provide solutions effective in addressing their problems.
They also troubleshoot software and hardware components to identify and resolve issues related network malfunction or poor internet connectivity.
Technical support representatives liaise with the various departments of an organization to resolve customer issues.
They identify upselling opportunities to facilitate sales of company products/services.
Their role also involves conducting research to obtain information useful in addressing customers’ issues.
As part of their responsibilities, technical support representatives maintain record of call transactions using computer systems and special tracking software.
They escalate difficult issues to superiors for expert resolution. They also ensure compliance with standards established procedures for addressing client concerns.
Usually, the work description of technical support representatives also involves training individuals on how to use technical products and services.
They also participate in the development of client training programs to proffer recommendations on instructional language.
Recommending devices and technical guidelines, which accommodate customers’ inadequacies is also part of the technical support representative description.
To work as a company’s representative to provide technical support on its products to customers, you need a high school diploma and some vocational training in computer/network administration.
You also need to have certain qualities, including problem-solving, customer service, and communication skills to succeed on the job.
Technical Support Representative Job Description Example/Template
Technical support representatives perform important functions that ensure customers are satisfied using their company’s products.
Here is an example of a typical technical support representative job description; it shows the major duties, tasks, and responsibilities that make up the role:
- Actively listen to customers to understand their issues or concerns
- Interview clients to gather information useful in providing recommendations and solutions to a technical problem
- Install, configure, and troubleshoot computer systems, servers, and network issues
- Provide daily technical support services for information technology establishments
- Receive customer calls to provide step-by-step guidelines for the resolution of a technical issue
- Document and track customer issues using a ticketing system to ensure quick resolution
- Maintain the security and integrity of company database by setting access controls
- Explain highly technical details to customers using simple understandable terms
- Participate in development of information technology and infrastructure projects
- Ensure compliance with service agreements to evade legal issues
- Guide and direct the activities of less experienced tech support personnel
- Maintain an up-to-date knowledge of company products and services
- Stay abreast with technological developments and trends
- Educate customers on the features of company products/services to minimize technical challenges
- Follow-up on customers to ensure their issues are completely resolved
- Produce periodic reports of technical support operations to company management.
Requirements – Skill, Abilities, and Knowledge – for Technical Support Representative Job
If you seek to work as a technical support representative, you will need to meet certain requirements before you can be considered for hiring.
Given below are major qualifications most employers will expect you to have to be allowed to access the job:
- Education and Training: To become a technical support representative, you need to have a high school diploma and have gone through some vocational training program as a computer/network administrator. Some employers prefer individuals with an Associate’s degree in networking or telecommunications, or in a similar discipline. Prior experience in sales or technical support is an added advantage
- Customer Service Skill: Technical support representatives politely address customer issues in line with customer service standards
- Communication Skill: They are able to converse with clients using appropriate language and expression
- Problem-solving Skill: Tech support reps are skilled in providing answers or solutions to clients’ technical issues.
The sample technical support representative job description given in this post can serve as a template for creating a suitable one for your company if you are hiring for the role and need to make one.
Using the information in this post, you will be able to create a good work description that can attract the best technical support representatives to your firm.
This article also provides in-depth information about the duties and responsibilities of the technical support representative position for those interested in the job to learn about what it entails before getting into it. .
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