Good problem-solving skills and an ability
to stick with things until they are working.
Ability to describe procedures in a step-by-step
Ability to solve difficult problems without
Ability to master technical products.
Familiarity with the product(s) being supported.
Desire to help others.
Commitment to customer satisfaction.
Excellent verbal communication skills, including
an ability to draw the necessary information
out of a user and the ability to communicate
Patience in working with others who are
less skilled or less knowledgeable.
Able to spend most of the day working with
Able to work at a computer and be on the
telephone for extended periods of time.
High. Each new product the Technical Support
Representative supports requires substantial
learning. Processes used for assisting customers
are also likely to change over time. And computer
hardware, operating systems, and networking
is always changing, requiring continual training.
current is often accomplished by reading manuals,
taking short courses, receiving on-the-job
training, and attending conferences.
experience with the product being supported
is usually required. This experience can be
gained from a training class or from your
own use of the product. Most jobs also require
some prior work experience that involves direct
contact with customers.
there are so many experienced workers looking
for work today, it could be difficult for
someone just out of school to find a job as
a Technical Support Representative, but job
opportunities will become more prevalent when
the economy rebounds. This makes it a good
time to continue to get educated, and become
more of a generalist. A computer science degree
would be excellent preparation for this career.
high school diploma or GED is required. Some
employers require an AS or BS degree, but
experience tends to be more important than
next section in this career guide ("Bay
Area Education/Training Resources") provides
detailed information on some of the training
programs available for Technical Support Representatives.