A technical support specialist is typically responsible for answering questions about technology-based products and services as well as educating people on how to use them. She must be familiar with the operation of electronic systems, computer systems, and software applications, as well as be able to troubleshoot related issues. Her job typically requires her to provide technical support to her coworkers, customers, and end-users, or both. Her help is usually given in person, via e-mail, or over the phone.
If she provides internal technical support, the specialist will typically test existing equipment and programs on a regular basis to determine their reliability and suitability for the company’s needs. She is usually the first to test new hardware or software packages and provide feedback to the vendors when they arrive. The vendors expect her comments and opinions on the products’ compatibility with existing products and systems, as well as their ease of use.
When assisting customers and end-users, the technical support specialist’s job becomes more difficult. Because many customers are unfamiliar with technical terms, she is frequently required to ask numerous questions in order to fully comprehend the nature of the inquiry. The technical support specialist is typically required to be a clear and patient communicator, whether solving problems at customer sites, online, or over the phone.
When a company overhauls its systems, it is customary to enlist the help of a technical support specialist. She is frequently hired to lead interactive training sessions in which she introduces new software, hardware, or electronic equipment and explains how it works in plain English. She frequently gives one-on-one training to managers in their departments so that they can continue to provide basic technical support to their employees.
To be successful in this position, the specialist must be up to date on technological advances as well as be knowledgeable about new procedures and industry regulations. Typically, she is expected to write reports, technical guidelines, and manuals that reflect her expertise. Her job frequently requires her to give oral presentations to clients, management, and customers about technological issues.
Self-motivation and organization are usually required in this position. She frequently works on multiple projects at the same time, so time management skills are essential. Expert advice combined with a sympathetic demeanor is a strong asset for this position.
The minimum requirements for this position are a high school diploma or equivalent, as well as a one-year certificate from a technical school or college, preferably in the field of technology or computer science. Aspiring technical support specialists should pursue a four-year degree in computer science or a related field, as well as as many specialized certifications as possible, to maximize their employment opportunities. Technical support experience of at least three months is usually preferred.