Because of the widespread use of computers and electronics in almost all industries, most companies utilize the services of technical support people to keep their equipment running. If you are interested in a technical support career, you will need to have these four skills.
Top 4 Skills You Need for Technical Support Careers
1. Technical and Analytical
To work in tech support, you will need to have a solid understanding of computers, tablets, printers, networking equipment and other gear. Additionally, if you want to work in a more specialized industry, such as marine electronic technical support, you will need to know how to troubleshoot equipment that is unique to that industry. Important technical skills include the ability to learn new software and hardware, adaptability, data migration, troubleshooting skills, knowledge of mobile devices and operating systems, networking, web support and many more.
Tech support personnel need to be able to organize both their time and their equipment. It can be helpful to become adept at using productivity software, following technical instructions, using help desk reporting systems, meeting deadlines, multitasking, prioritizing, scheduling, time management and writing. It also helps if you can work quickly.
You need to be good with machines to work in tech support, but you also need to be able to work with people. Most of the people you work with will not know as much as you about technology and some may not know much at all. It is very important to be able to communicate with them clearly so that you understand what they need and can explain to them what they need to do. Tech support can be in-person, on the phone or through e-mail or chat, so it is best to practice all of these forms of communication. You will need to be skilled at collaboration, customer service, communication, following scripts, projecting a friendly demeanor, resolving conflicts, remaining composed, working with teams and managing stress, among other skills.
4. Additional Skills
In addition to the above skills, there are a variety of other areas it can be helpful to excel at. These include accuracy, administrative skills, phone etiquette, online chats, critical thinking, debugging, decision making, documentation, hardware, end-user support, problem-solving, Microsoft Office, upselling, quality control, software support, testing and working independently.
Technical support can be a demanding career, but it is also a high-demand career with skills that can translate to other roles. Many people in technology fields break into the company by starting in tech support.