Technical Support Specialist Job Description: Top Duties and Qualifications

A Technical Support Specialist, or an IT Support Specialist, is responsible for assisting customers with technical issues or questions relating to computer hardware or software devices. Their duties include taking phone calls from customers or communicating with them through messaging platforms, helping customers diagnose technical issues over the phone and speaking with them about installing hardware or software on their computers.

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Technical Support Specialist duties and responsibilities

A Technical Support Specialist’s role in a firm is crucial to its operation. They ensure that all technical aspects are functioning optimally. Technical hiccups can affect a company’s performance. Therefore, a Technical Support Specialist’s duties and responsibilities may revolve around maximizing computer system capabilities and making recommendations like the following:

  • Handling customer technical support cases through phone and email submission
  • Updating the company website with tech tips and brief documents
  • Evaluating system potential through assessing compatibility of new programs with existing programs
  • Improving existing programs by evaluating objectives and specifications, reviewing proposed changes and making recommendations
  • Maintaining system functionality by testing computer components
  • Achieving computer stem objectives through collecting relevant data, identifying and evaluating options and suggesting a course of action
  • Maintain client confidence by keeping their information confidential
  • Preparing reference material for users by drafting operation instructions

Technical Support Specialist Job Description Examples:

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Technical Support Specialist

Elearning Experts is looking for a US based, hard working, flexible and talented individual to provide basic to mid-level end user support to our clients. This position requires availability for an 8 hour shift daily, between 7:00 AM to 7:00 PM Central Time, Monday through Friday. This position does not require weekends, after hours work, or on call requirements (although on call may be available on a voluntary basis). This position offers the potential for substantial professional growth in terms of skills and technical knowledge.

Required Experience and Capabilities

  • 2 years customer service experience in a helpdesk environment

  • 1 year or more of basic technical support experience

  • Proficient in the use of online and remote-connecting software

  • Demonstrated ability to function in a non-scripted helpdesk environment. This position requires the ability to examine, question, explore and troubleshoot a variety of issues with the use of Moodle LMS without scripted support

  • Excellent time and task management skills

  • Willing and able to learn Moodle software (multiple versions) quickly and troubleshoot a wide variety of problems

  • Excellent written and verbal communication skills (C1-C2 Cefr English required)

  • Have access to a private, quiet, and professional appearing working location with strong internet connectivity on any US or Canadian time zone

  • Applicants should be proficient in a voice-chat environment, using a headset with mic

  • Applicants should be proficient with live online chat support delivery tools (Zoho Assist)

  • Able to adhere to internal documentation requirements and time tracking

  • Applicants will be asked to create a complex Moodle LMS course to our specifications as part of the interview process

    Preferred

  • Multilingual (Spanish, French) a plus

  • Extensive Moodle LMS experience desired

    Elearning Experts is a US Moodle and Totara Partner. We have been providing learning management system services and Moodle/Totara hosting to a wide variety of organizations since 2012. Located in Virginia, USA, our workforce is predominantly remote and we have team members across the US and the Caribbean.

    Job Type: Full-time

    Salary: $18.00 to $20.00 /hour

    Work Location:

  • Fully Remote

    Benefits:

  • Paid time off

  • Flexible schedule

    Schedule:

  • Monday to Friday

  • No weekends

  • Day shift

  • 8 hour shift

    Company's

  • ×

    Technical Support Specialist

    Employment type: Part-time and full-time

    Compensation: $12-14 / hour start with 6 month pay increase!

    Location: Lenexa, KS and remote work from home

    Ispn has been a proud employer providing stable job opportunities in the Technical Support field for individuals throughout the Kansas City and surrounding areas for 25 years, and we understand that times have become difficult. To anyone who has experienced hardship involving Covid-19, we extend our deepest sympathies. Ispn is fortunate to be able to continue our operations, which are critical to assisting customers who provided critical telecommunications to users around the [website]

    Ispn provides technical support for internet, phone and connectivity issues, and ensures customers around the [website] remain assisted during this global situation. If you have recently suffered hardships in employment, and have a background in IT support, Customer Service, or are simply good with computers - we encourage you to apply, as we could use your help!

    Details regarding Ispn employment are as follows:

  • Ispn is a 24/7/365 Technical Support Helpdesk that provides phone based assistance to business and residential customers. We do not sell anything over the phone, and we primarily assist with inbound calls.

  • Ispn is looking for hard-working, courteous individuals who can provide patient assistance pertaining to technical issues, home networking, and end user devices.

  • Employment begins with paid training, and we help you build confidence and experience to be successful in the technology field.

  • We have always maintained a fun at-work environment, however at this time we are operating many employees remotely from home given the coronavirus outbreak. All candidates must have high-speed broadband internet, a working computer / laptop, and suitable work from home environment.

  • Full Time status is available for individuals who work 40 hours and meet length of service requirements. FT employment includes health, dental, and vision insurance offerings, as well as paid vacation, sick time, and holidays.

    If this sounds like a good fit for you, please apply directly via our website at [website]

    Job Types: Full-time, Part-time, Temporary

    Salary: $12.00 to $14.00 /hour

    Experience:

  • call center: 1 year (Preferred)

    Location:

  • Lenexa, KS 66215 (Required)

    Language:

  • Spanish (Preferred)

    Work authorization:

  • United States (Required)

    Application Question:

  • Do you have high speed broadband, a computer at home, and a suitable work from home environment? Please describe.

    Work Location:

  • One location

    Benefits:

  • Health insurance

  • Dental insurance

  • Vision insurance

    Hours per week:

  • 30-39

    Schedule:

  • Day Night 8 hour shift
  • ×

    Technical Support Specialist

    Note: This IS NOT A Work From Home Opportunity. All interviews will be conducted via phone and/or video conferencing. No on-site interview is required.

    Start date: April 27-

    Work will be on-site at 525 Keystone Ave, Pittston once Stay at Home order in PA is lifted. Must be able to work on-site after training.

    Note: Training will be conducted remotely (from home).

  • Work will resume on-site when it is feasible, taking into consideration the health and safety of our employees.

    Pay Rate: $12.50/hr

    Shifts: All shifts available

    Must be available for 9am-5:30pm Mon-Fri training schedule.

    10% shift differential paid for all hours worked after 5pm weekdays and for any weekend hours

    Full benefit package offered- Medical/Dental/Vision, 401K with Company Matching, Paid Time Off, Paid Holidays, and lots of other perks!

    Are you passionate about technology? Do you have a knack for customer service? Are looking for an opportunity to get your foot in the door with a great company where you can grow your career?

    If you answered yes to these questions, this may be the perfect opportunity for you!

    C3i Solutions is hiring Service Desk Analysts to work on our Technical Call Center.

    This role is responsible for handling incoming telephone requests and providing technical assistance including resetting passwords, resolving network connectivity issues, diagnosing and troubleshooting issues with printers, smart phones, laptops, and furnishing support for standard commercial and proprietary software applications and hardware devices.

    We Offer

    All shift schedules available (Full-Time)!

    Inbound calls only, no sales!

    Phenomenal growth opportunity!

    A casual, relaxed work environment!

    Skills Required

    High School Diploma or GED

    2 YearS of Customer Service Experience.

    Tech Savvy with willingness to learn

    At C3i Solutions, we are committed to providing an incredible experience — that starts with you.

    When you join our team, you become part of a network across the world delivering solutions for the most trusted brands, every day. As our company grows, we’re looking for you to grow with us.

    We want people who bring their own personality, strengths and talents to create something exceptional. People who will gain more experience than they could have ever imagined when they walked through the door. People who are ready to experience the world like never before.

    Are YOU ready? Apply now by clicking on the Apply button on this page!

    About C3i Solutions: C3i Solutions, an HCL Technologies company, is a multi-channel customer engagement services provider, specializing in global, high-touch consumer, patient, and end-user management. For the past 35 years, our unique, multi-channel approach and experience in highly regulated industries have made us the partner-of-choice for some of the world’s most trusted brands. With a strategic focus on innovation, we excel at protecting our clients’ brands, while maximizing productivity and cost efficiency.

    C3i Solutions is an Equal Opportunity Employer - EOE, M/F, D/V

    Job Type: Full-time

    Salary: $12.50 /hour

    Experience:

  • Customer Service: 2 years (Required)

    Education:

  • High school or equivalent (Required)

    Work authorization:

  • United States (Required)

    Benefits:

  • Health insurance

  • Dental insurance

  • Vision insurance

  • Paid time off

  • Professional development assistance

  • Tuition reimbursement

    Schedule:

  • Monday to Temporarily due to Covid-19
  • What does a Technical Support Specialist do?

    Technical Support Specialists typically work for tech companies or IT firms to help users navigate company products and how to use them. They work closely with other Technical Support Specialists to solve complex hardware or software issues and respond to high call volumes. Their job is it stay up-to-date on company products and how they work in order to best help customers with their questions. They may be responsible for taking feedback from customers and relaying information about recurring issues with computer hardware or software to Product Engineers.

    Technical Support Specialist skills and qualifications

    Successful Technical Support Specialists will have various skills and qualifications to help them in fulfilling their required duties. Technical Support Specialist skills are crucial to the success of your company because they gauge the ability of the candidates to perform their duties. Some of the skills and qualifications to look out for in this position include:

    • Network design and implementation 
    • Exceptional vendor relationships 
    • Outstanding knowledge of software maintenance
    • Excellent problem solving and analytical skills
    • Load balancing and scalability
    • Database performance modification
    • Process improvement
    • Software performance modification

    Technical Support Specialist salary expectations

    The average salary for a Technical Support Specialist is $15.55 per hour. Salaries may vary depending on the location of a company. When selecting fair and competitive compensation, review current salaries in your industry and geographical location.

    Technical Support Specialist education and training requirements

    A technical support specialist needs to have a rich academic background in technical specialization. Education and training qualifications are a necessary guarantee that the candidate has a sufficient foundation in the field of a technical support specialist. Some basic education and training requirements may include a bachelor’s degree in computer science, information systems or a related field, which are not necessary but may be a benefit. A technical specialist may also have training in computer programs with professional certificates and an ITIL foundation.

    Technical Support Specialist experience requirements

    Experience should be a requirement in the Technical Support Specialist position. An experienced Technical Support Specialist should be able to tackle problems in technical systems with skill and accuracy. The following Technical Support Specialist experience requirements will help you attract the right candidate for the job. 

    First, they may have knowledge of mainstream mobile device platforms like Android, Windows phone and iOS. They should be able to work under pressure. They may be passionate about customer service and the ability to deal with challenging customer conversations. They may understand networking technologies and concepts. Finally, they may have good working knowledge of voice telephony. 

    Job description samples for similar positions

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    Frequently asked questions about Technical Support Specialists

    What is the difference between a Technical Support Specialist and a Customer Service Representative?

    The difference between a Technical Support Specialist and a Customer Service Representative is the departments they work in and their specific job duties. For example, Technical Support Specialists typically have an in-depth understanding of company hardware or software products that allow them to answer customer questions. Their job focuses on helping customers install hardware or software and troubleshoot potential issues. 

    In contrast, Customer Service Representatives work within the customer service department of a company to answer calls from customers or clients. Unlike Technical Support Specialists, Customer Service Representatives typically help answer more standard questions, like how to change a password, cancel a subscription, receive refunds or file complaints. In situations where customers have in-depth questions about computer products, Customer Service Representatives may transfer customers to the tech support department.

     

    What are the daily duties of a Technical Support Specialist?

    On a typical day, a Technical Support Specialist starts by checking their email, messaging platforms or voicemail to respond to time-sensitive messages from company employees or customers. Throughout the day, they divide their time with department meetings and interacting with customers over the phone or through messaging platforms. They greet customers, ask them to describe problems or questions they have and use their knowledge in combination with instruction manuals to help them solve their technical issues.

     

    What qualities make a good Technical Support Specialist?

    A good Technical Support specialist has excellent written and verbal communication, which allows them to connect with customers and clearly communicate ideas. They have the ability to remain patient, enabling them to maintain their composure when speaking with angry or confused customers. They also have the ability to visualize problems without actually being able to see them, which is especially important when helping customers diagnose issues over the phone or via messaging platforms. 

    Further, a good Technical Support Specialist owns or uses one or more company products, allowing them to provide valuable insights to customers.

     

    Who does a Technical Support Specialist report to?

    A Technical Support Specialist typically reports to the IT Manager or the IT Department Manager at their company. These individuals help train Technical Support Specialists on how to communicate with customers and teach them about company products. Technical Support Specialists may also report indirectly to Hardware or Software Engineers to gain insights into new products or ask questions about complex customer issues.

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