Technical Support
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.
ROLE-AT-A-GLANCE
Demand Outlook
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
Education & Credentials
College/Undergraduate degree typically required.
Quantitative Skills Required
Interpersonal Skills & Relationship Management
Specialized Technology Skills
Work Environment
Typically contact centre; rotating shifts with possible overtime required
ROLE-AT-A-GLANCE
Demand Outlook
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
Education & Credentials
College/Undergraduate degree typically required.
Quantitative Skills Required
Interpersonal Skills & Relationship Management
Specialized Technology Skills
Work Environment
Typically contact centre; rotating shifts with possible overtime required
WHAT IT IS
Key Role Dimensions
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.
Focus Areas
Technical Support teams focus on providing guidance on these areas, among others:
- Internet/telephone/mobile banking applications
- Online trading
- Automatic claim filings
- Online billing
- Online portfolio management
- Online/mobile/email money transfer
- Pre-approval applications
WHAT IT TAKES TO SUCCEED
Key Job Accountabilities
Technical Support professionals generally:
Provide technical support to clients utilizing web and/or mobile applications:
- Answer calls or chats from a designated queue and engage in dialogue to identify client needs and ensure satisfaction.
- Conduct real-time research for uncommon issues and refer non-technical issues to the appropriate group/department.
Identify opportunities to improve the service levels and technical environment:
- Track/classify types of technical issues encountered by clients, and provide feedback and suggestions to team members and/or supervisors/managers regarding trends and common issues.
Keep up-to-date on products, services and applications:
- Ensure solid knowledge of supported hardware and software and end-user mobile/computing activities, including developments in internet browsers, navigation, applications and personal financial management software.
Knowledge, Skills & Experience
Must-haves:
- Customer Focus: Proven ability to consistently deliver high-quality service
- Analytical Thinking: Problem-solving and reasoning skills, able to filter information from the client to determine the root cause of the issue
- Technical knowledge of operating systems, the internet, applications and mobile devices
- Knowledge of products/services offered by the organization
- Conflict management skills to resolve issues that may arise
Nice-to-haves:
- Experience in a technical role
- Experience in financial services
- Experience in customer service
Education & Credentials
Entry-level positions typically require:
- College diploma
or - Undergraduate university degree
In the fields of:
- IT or a related area
Programs Offered
Centennial College
Durham College
Fanshawe College
George Brown College
Humber College
Seneca College
Sheridan College
University of Ontario Institute of Technology (UOIT)
University of Toronto
York University
WHERE IT CAN TAKE YOU
Career Pathways
There are a number of pathways open to Technical Support through:
- Increased Seniority: You may deal with larger or commercial accounts or escalated calls, or move into a supervisory role.
- Internal Transfer: You may move into an IT role that is not centred around client service.
Future Trends & Impacts
There are several external factors and environmental trends that can influence the demand and qualifications for this role:
- Technology: As technology evolves, more sophisticated knowledge and skills regarding such areas as keyboarding, multitasking and online chat may be required.
- Social Media: The increased role of social media in client support will require more active understanding of social media platforms and services.
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