A technical support specialist provides assistance and education on technology-based products and services, troubleshoots problems, conducts testing, and trains others. They must be knowledgeable, organized, and have good communication skills. A high school diploma and technical school or college certificate are required, with a four-year degree and specialized certifications preferred.
A technical support specialist is the person who typically must answer questions about technology-based products and services and educate people on their use. Typically, she needs to have knowledge about how electronic systems, computer systems and software applications work and be able to troubleshoot related problems. Her job typically requires her to provide technical support to her company’s associates, customers and end users, or both. Your assistance is usually provided in person, via email or over the phone.
If it provides in-house technical support, the specialist usually conducts ongoing testing of existing equipment and programs to measure their reliability and suitability for the company’s needs. When new hardware or software packages are received, she is often the first person to test them and provide feedback to vendors. Your comments and opinions on product compatibility with existing products and systems, as well as ease of use, are generally expected by vendors.
If the technical support specialist assists customers and end users, their job is often more challenging. Because customers are often unfamiliar with technical terms, it is often necessary to ask a lot of questions to understand the nature of the query. Whether solving problems at the customer’s premises, online or over the phone, the technical support specialist is often required to be a clear and patient communicator.
Companies often turn to the expertise of a technical support specialist when renovating enterprise-wide systems. She is often hired to conduct interactive training sessions to introduce new software, hardware or electronic equipment and explain how it works in easily understood terms. She often provides one-on-one training for managers in their respective departments to enable them to provide ongoing basic technical support to their teams.
To be successful in this position, it is necessary for the specialist to be well informed about technological advances and aware of new procedures and regulations in the sector. Typically, she is required to write reports, guidelines, and technical manuals that reflect her expertise. Oral presentations to clients, management, and customers on technology issues are often part of their job.
Generally, it is necessary for a person in this position to be motivated and organized. She often has multiple projects going on at the same time, so time management skills are invaluable. Providing expert advice with an empathetic attitude is a highly preferred asset for this job.
A high school diploma or equivalent is the minimum requirement for this position, as well as a one-year certificate from a technical school or college, preferably in the field of technology or computer science. To maximize employment potential, aspiring technical support specialists can pursue a four-year degree in computer science or a related field and acquire as many specialized certifications as possible. Typically, a minimum of three months of technical support experience is preferred.
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