Technical Support AdvisorJob Description, Salary, Career Path, and Trends
Not everyone in the company is going to have the technical understanding required to fix a computer. But since computers are an indispensable component of today’s job, and they’ll inevitably run into some issues, keeping someone on hand to fix them is a great idea.
Technical support advisors are available to help customers and clients correct a wide variety of software and hardware issues. Depending on the size of the company, having a team or teams of advisors ready to analyze, isolate, and resolve these issues helps businesses stay on track.
These advisors should possess a strong ability to problem-solve, and have excellent customer service skills. Attention to detail and logical thinking will help resolve issues quickly, while interpersonal skills will help keep customers and clients at bay while the problem is being discovered. Having a working understanding of operating systems and software is a plus.
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
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
Average salary and compensation
The average salary for a technical support advisor is $41,500 per year in the United States. Salary may vary depending on where you are located, the size of the company you’re working for, and how experienced you are.
Los Angeles, California
New York City, New York
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
Projected 2020-2030 Percentage Shift
Projected 2020-2030 Numeric Shift
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.
Sample interview questions
Can you tell us about your process when troubleshooting?
Can you tell us about a time when you had an angry customer on the phone? How did you handle that situation?
What skill sets would you say are important to have as a technical support advisor?
What made you decide to get into being a technical support advisor?
How do you handle situations where the customers aren’t technically savvy?
Technology continually evolves. What do you do to keep up with the latest technology?
What is an 8-bit processor?
What does it mean to overclock in this field of work?
What would you say the most challenging part of this job is?
Can you name the computer processors you are familiar with?
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