How to Be Technical Support Representative - Job Description, Skills, and Interview Questions

Nov 21, 2020 / 5 Minutes Read / By Albert

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When computers malfunction, it can cause many issues for users. Technical Support Representatives are essential in quickly and efficiently troubleshooting the problems and providing a resolution. They use their knowledge of computer systems and software to identify the source of the problem and provide a suitable solution.

This is beneficial not only to the customer, but also to the company, since it can save them time and money. Technical Support Representatives help to ensure customer satisfaction by providing prompt and helpful answers to their questions.

Steps How to Become

Obtain a High School Diploma or GED. Most employers require Technical Support Representatives to have at least a high school diploma or a GED.
Pursue a Post-Secondary Education. While a post-secondary education is not always required for a Technical Support Representative, many employers prefer to hire candidates who have at least some college experience. Consider pursuing a degree in a technical field, such as computer science, information technology, or engineering.
Acquire Technical Knowledge and Skills. Technical Support Representatives must possess a comprehensive understanding of their companys products and services and be able to troubleshoot technical problems. Therefore, it is important to build your technical knowledge and skills either through on-the-job training, self-study, or through a technical certification program.
Develop Excellent Communication Skills. Technical Support Representatives must possess excellent communication skills in order to effectively explain technical concepts to non-technical customers. Therefore, it is important to develop strong listening, written, and verbal communication skills.
Seek an Entry-Level Position. Most Technical Support Representatives start out in entry-level positions and work their way up to more advanced roles. Consider applying for entry-level positions in the customer service or technical support departments of companies that provide technical products or services.

The result of having a skilled and qualified Technical Support Representative can be incredibly beneficial. It allows for efficient problem solving, with the representative able to quickly identify and address issues. This can help save time, money, and resources, as well as ensuring customer satisfaction and loyalty.

Having a knowledgeable representative can also lead to improved employee morale, as they are able to confidently handle technical issues that may arise. As a result of having a skilled and qualified Technical Support Representative, businesses can save money and resources, improve customer satisfaction, and increase employee satisfaction.

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Job Description

Provide technical support to customers via phone, email, and live chat.
Troubleshoot customer issues and provide solutions in a timely manner.
Respond to customer inquiries in a friendly and professional manner.
Document customer interactions and update customer records in the customer relationship management (CRM) system.
Research and determine solutions to technical problems.
Monitor customer accounts to ensure that issues are resolved in a satisfactory manner.
Assist with software installations and upgrades.
Maintain an up-to-date knowledge of the company's products and services.
Identify opportunities for product and service improvement.
Monitor technical support email inbox and respond to inquiries.

Skills and Competencies to Have

Excellent verbal and written communication skills
Strong problem-solving and troubleshooting skills
Knowledge of computer systems, hardware, and software
Patience and the ability to remain calm in challenging situations
Ability to work independently with minimal supervision
Ability to follow instructions accurately
Ability to quickly learn new computer applications
Strong customer service orientation
Ability to prioritize tasks and manage multiple projects simultaneously
Ability to work in a team environment and build strong relationships with colleagues

Having technical support representative experience is extremely beneficial for those seeking to make a career in the tech industry. Good problem-solving skills are essential for any technical support representative, as they need to be able to quickly identify the root cause of a customer's issue and develop a solution. Communication skills are also important, as technical support representatives often need to explain complex technical issues in an understandable way to non-technical customers.

Being organized and having an attention to detail also help, as technical support representatives must often work on multiple customer issues at the same time. Lastly, having a patient attitude is essential, as customers may be frustrated and need guidance. All of these skills are necessary for a successful technical support representative, and those who can demonstrate them will have an advantage over those without them.

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Frequent Interview Questions

What experience do you have in technical support?
How do you respond when a customer has a difficult technical issue?
What is your experience with troubleshooting hardware, software and network issues?
Describe a time when you had to use your problem-solving skills to overcome a challenging customer issue.
What techniques do you use to ensure customer satisfaction?
How familiar are you with a range of operating systems and applications?
What strategies do you employ when dealing with difficult customers?
How do you prioritize multiple customer requests?
What do you do to stay up-to-date with the latest technologies and trends?
How do you keep track of customer inquiries and issues?

Common Tools in Industry

Remote Desktop Software. Remote desktop software gives technicians the ability to remotely access and control a customers device. (eg: TeamViewer)
Network Monitoring Software. Network monitoring software provides real-time tracking of a customers network performance. (eg: SolarWinds)
Help Desk Software. Help desk software is designed to streamline customer service inquiries, often providing automated solutions. (eg: Freshdesk)
Diagnostic Tools. Diagnostic tools are used to detect and troubleshoot customer issues. (eg: Microsoft Sysinternals Suite)
Customer Relationship Management (CRM) Software. CRM software helps to manage customer interactions and keep track of customer data. (eg: Salesforce)
Knowledge Base Software. Knowledge base software helps to organize support information and provide self-service options for customers. (eg: Zendesk)

Professional Organizations to Know

Association of Information Technology Professionals (AITP)
International Association of IT Asset Managers (IAITAM)
Institute of Electrical and Electronics Engineers (IEEE)
Society for Technical Communication (STC)
Computer Technology Industry Association (CompTIA)
International Association of Microsoft Certified Partners (IAMCP)
International Association of Software Architects (IASA)
Association for Computing Machinery (ACM)
Information Systems Audit and Control Association (ISACA)
Cloud Security Alliance (CSA)

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Common Important Terms

Help Desk. A service desk or help desk is a resource intended to provide technical support to users of a particular technology or service.
Troubleshooting. Troubleshooting is the process of diagnosing and resolving issues with computer hardware, software, or networks.
Technical Support. Technical support is the provision of assistance to customers with technical issues related to a product or service.
Knowledge Base. A knowledge base is a centralized collection of information, usually in the form of articles, documents, and other resources, that customers can use to find answers to their questions.
Software Updates. Software updates are changes to a software program, designed to fix bugs, improve performance, or add new features.
User Manuals. A user manual is a document designed to help users understand how to use a product or service.
FAQs. Frequently asked questions (FAQs) are lists of commonly asked questions and answers about a product or service.

Frequently Asked Questions

What duties are required of a Technical Support Representative?

A Technical Support Representative provides assistance to customers regarding products and services. This may include troubleshooting technical issues, providing guidance on product usage and features, and helping customers resolve account issues.

What qualifications are necessary to become a Technical Support Representative?

Technical Support Representatives must have strong technical and problem-solving skills, excellent customer service abilities, and good written and verbal communication skills. A Bachelors degree in Computer Science or related field is also preferred.

What hours does a Technical Support Representative typically work?

Technical Support Representatives typically work 40 hours per week, which may include nights and weekends. Some positions may require working additional hours to meet customer demands.

What tools do Technical Support Representatives use to assist customers?

Technical Support Representatives may use tools such as remote desktop software, diagnostic tools, customer relationship management software, and other specialized software to help customers with their technical issues.

How much does a Technical Support Representative typically earn?

According to the U.S. Bureau of Labor Statistics, the median annual wage for Technical Support Representatives was $50,980 in May 2019. Wages vary depending on experience, location, and other factors.

Web Resources

Technical Support Representative Career Design Studio careerdesignstudio.buffalo.edu
Technical Support Representative Career & Professional ocpd.redlands.edu
Technical Support Representative CALS Career Center career.cals.arizona.edu