Technical Support provides support to clients regarding technical issues and functionality related to web and mobile applications. Technical Support professionals guide customers to effectively use an organization’s products, services and applications while ensuring customer satisfaction. The role is sometimes referred to as a Service Representative, and in some organizations may be combined with a Customer Service Representative (CSR) role.
Demand for responding to client issues through the internet and online chat is growing, and remains steady for providing technical support via the telephone, with ongoing demand for multilingual candi
College/Undergraduate degree typically required.
Typically contact centre; rotating shifts with possible overtime required
Demand for responding to client issues through the internet and online chat is growing, and remains steady for providing technical support via the telephone, with ongoing demand for multilingual candi
College/Undergraduate degree typically required.
Typically contact centre; rotating shifts with possible overtime required
Responding to customer inquiries regarding technical issues: Requests for support regarding the organization’s web and mobile applications may come in via phone or online methods.
Resolving client issues while meeting established service standards: Follow established procedures when responding to the client, usually within a set timeframe.
Recording the types of issues encountered by clients and reporting to senior management: May also identify opportunities to improve the service levels and technical environment.
Technical Support teams focus on providing guidance on these areas, among others:
Technical Support professionals generally:
Provide technical support to clients utilizing web and/or mobile applications:
Identify opportunities to improve the service levels and technical environment:
Keep up-to-date on products, services and applications:
Must-haves:
Nice-to-haves:
Entry-level positions typically require:
In the fields of:
There are a number of pathways open to Technical Support through:
There are several external factors and environmental trends that can influence the demand and qualifications for this role: