Technical Support Specialist
Efficiently resolve technical issues with our expertise.
Technical support specialists play a crucial role in ensuring that computer systems and applications are running smoothly. They are responsible for diagnosing and resolving technical problems related to hardware and software. From troubleshooting network connectivity issues to handling unresponsive software, technical support specialists are adept at resolving a broad range of technical complications.
When tech support specialists frequently leave, they take important organizational knowledge with them, making it difficult to maintain a cohesive technical support team capable of sustaining essential functions. For organizations aiming to deliver Industry 4.0-compliant solutions, a reliable tech support team is critical.
In such a scenario, outsourcing can be a viable solution. Outsourcing can be cost-effective and dependable, as many tech support specialist tasks can be performed remotely, making them well-suited for offshore execution.
Qualifications for Technical Support Specialist
Technical support specialist roles can be categorized by years of working experience:
Tier 1
(Junior)
Less than 2 years of technical support experience and can be referred to as “Tier 1” support. Tasks completed could include supporting one type of product/technology, for example, mobile or telco technical support.
Tier 2
(Intermediate)
2-4 years of technical support experience and can be referred to as “Tier 2” support. Tasks could include supporting two or more types of products or technologies and supporting multiple types of business-to-consumer (B2C) transactions.
Tier 3
(Senior)
4+ years of experience in technical support and can be referred to as “Tier 3” support. Tasks could include training junior technical support specialists, supporting a wider range of products or technologies and handling escalations requiring senior-level support.
Sample Technical Support Specialist Profiles
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Responding to customer inquiries via phone, email, and chat
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Diagnosing and resolving technical issues in a timely and effective manner
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Providing remote technical support to customers
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Creating and maintaining technical documentation and knowledge base articles
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Collaborating with other teams to escalate and resolve complex technical issues
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Participating in the development and testing of new products and services
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Staying up-to-date with the latest technologies and trends in the industry
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Technical Support Tier 2
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Technical Support Specialist
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Internet phone and television configuration
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Troubleshoot equipment such as routers, PC, power supply unit, cable boxes, DVRs and access point devices
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PC remote access to customers personal computer for easy troubleshooting
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Webmail and client emails configuration
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Computer networking
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Database management
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Point-of-Sales (POS) configuration
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Technical Support Tier 3
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Technical Support Specialist
