Top 3 traits or skills:
1. The patience of Job- kind and encouraging
2. Diplomacy- excellent communicaton skills
3. Computer competency- provide a technological safety net
In my mind, a good analogy is the Support Specialist needs to be an online CSI (Computer Support Investigator).
To excel means to make a difference from status quo and to build a better mousetrap:
1. Be proactive- develop educational material to educate potential clients.
2. Walk in their shoes- empathesize and build a relationship of trust.
3. Be the "Go to Guide"- If you don't know the answer, admit it & research an answer.