Do you have a knack for technology and have a genuine love for helping people? A technical support advisor is someone who actively assists customers in the function of software and/or hardware technology. They assist in the setup, operation, updating, and troubleshooting of said technology types.
They often work remotely or over the phone to help customers (both commercial and general civilian customers depending on the technology involved). This type of work requires a high level of assertiveness, focus, empathy, patience, and great communication in order to appropriately assist customers in this sometimes frustrating process.
Technical support advisors have to be extremely knowledgeable in tech and the products they are working with.
Sample job description
[Your company name] is seeking an experienced technical support advisor. We are looking forward to welcoming our next technical support advisor and are excited to continue to grow our team. The ideal candidate would need to have extremely high customer service skills, a genuine desire to help customers, and be willing to work hard in order to provide the best possible customer experience. We understand that for some, technology can be highly frustrating and can cause fear and anxiety. It is our technical support advisor’s duty to effectively communicate with customers in order to alleviate this stress and attempt to turn that around into positivity and a valuable customer experience. This will take some skill and patience, but we will provide valuable on-the-job training in order to springboard you into success!
Typical duties and responsibilities
- Assist customers with technical issues; resolve any issues
- Answer customer calls and emails
- Make follow up calls
- Keep up with an organized phone log
- Maintain system functionality
- Provide feedback to engineering for improving product quality and reliability
- Keep the customers’ information confidential
- Build rapport with customers
Education and experience
- High school diploma or equivalent
- Associate’s degree or bachelor’s degree in computer science or related field
- Minimum of 2 years of related experience
Required skills and qualifications
- Customer service skills
- First-rate customer focus, phone etiquette, and work ethic
- Ability to work under pressure with calmness and composure
- Strong problem-solving and troubleshooting skills using operational and diagnostic procedures
- Strong technological skills
- Interpersonal skills
- Knowledge in technical support software
- Ability to take initiative
- High level of professionalism
- Master’s degree in computer science or related field
- Certifications applicable to technical support advisors
Typical work environment
Technical support advisors typically work in their own office and are assigned a computer and a phone. This job is considered a sedentary one since you sit for long extended periods of time. When not at their desks, they are sitting in meetings. Technical support advisors work in a variety of industries, including education, finance, healthcare, and sales to name a few.
Technical support advisors work in an office setting and usually work more nontraditional work hours. Advisors have full-time work schedules with alternating shifts. Being an advisor is important in a business, therefore, they have to be available 24 hours a day to help customers. Due to that, hours vary and can lead to night and weekend shifts.
If you’re looking to stand out from the crowd, getting certifications as a technical support advisor can help significantly. Here are some of the top ones:
- Google IT Support Certification. This certification is good for beginners in this field. This teaches participants the basics of IT support and how to properly troubleshoot technical issues by breaking down each step.
- Microsoft IT Support Certification. This certificate is a training program regarding Microsoft applications, the fundamentals of information technology, and customer service. This certification helps technical support advisors to be overall more efficient and dependable.
- ITIL Foundation Certification. This certification educates participants on customer support and how to use tools on the help desk so that they can master their services. You’ll need to take an exam and pass it with a 65% or higher.
In order to be a technical support advisor, you need to have a high school diploma or equivalent. Applicants then need an associate’s degree or a bachelor’s degree in computer science, information technology, or a related field to qualify depending on the employer or company preference. You will also need at least two years of experience to qualify. As technology continues to change, many support advisors choose to continue to further their education. Certifications related to this field are encouraged but not required. Being a technical support advisor is a good career choice as they will continue to be a demand due to technology evolving.
US, Bureau of Labor Statistics’ job outlook
SOC Code: 15-1230
|Projected Employment in 2030||916,800|
|Projected 2020-2030 Percentage Shift||9% increase|
|Projected 2020-2030 Numeric Shift||72,200 increase|
Technical support advisor jobs and related fields are projected to increase 9% between now and the year 2030. That’s an average total of 72,000 job openings each year. Technology will continue to advance at a rapid pace. Therefore, more support services will continue to be a need. Especially since technology will gradually improve and change, companies will need to upgrade their software and equipment as well. If there was any question as to see if you were going to be needed throughout your career in the years to come, you should feel more secure knowing that this job has a high demand.