A technical support specialist answers customer questions and resolves complaints related to services or goods. They require good communication skills, patience, and compassion, and may need to seek educational resources to stay current on products. No formal education is required, but a background in customer service is preferred.
A technical support specialist is an employee whose primary responsibilities are generally to answer customer questions and resolve complaints. The questions and concerns put to him are usually related to the sale of services or goods. They can also be technical in nature. While traditionally a telephone contact, a technical support specialist is also a common point of contact with the customer for queries and concerns raised by mail, fax, email or in person. The position is found in most businesses that provide consumer services or sell goods to consumers, retailers or wholesalers.
Whether a technical support specialist provides assistance in resolving a wide range of issues or specializes in a specific area, he is generally expected to be able to satisfy the customer’s needs. If he doesn’t have a readily available answer, he’s expected to know how to research the topic and respond correctly in a consumer-acceptable timeframe. In cases where the specialist is unable to help the client, he or she will usually refer the matter to a better informed associate or superior.
To excel in this position, it is typically necessary for a technical support specialist to regularly seek out educational resources within the company to stay current on products and services. The customer is frequently informed about a company’s new offerings in front of employees; therefore, aggressive self-education is usually required to be helpful and able to fully resolve concerns. This information can be obtained by searching the organization online. Studying internal company materials regarding new product developments or plans to extend the company’s service offerings are also often helpful.
Large companies often need a technical support specialist to drive sales as well as address questions and concerns. The specialist may also be responsible for tracking the nature of customer queries and collecting profiling data. This information is typically used to improve employee training to better serve consumers and improve marketing efforts.
Patience and compassion are typically hallmarks of a successful tech support specialist. Customers are often unclear in their questions or frustrations, which can make them anxious or demanding. An expert who can effectively calm a customer and discern their problem is typically a high-value employee.
Good organizational skills are also useful attributes for a help desk specialist. Typically, he is required to keep detailed records of your interactions. This documentation typically includes the frequency of queries, the nature of questions and complaints, and the resolution rate.
Typically, no formal education is required for this position. A high school diploma or equivalent is a common prerequisite. A solid background in oral and written communications and customer service is preferred. Most companies provide in-house training to help technical support specialists prior to initial customer contact. Some specialized helpdesk jobs, such as information technology helpdesk jobs, may require a bachelor’s degree or special certifications in the field.
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