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Technical Support Agent and Customer Support Agent

Overview, Education, Careers Types, Skills, Career Path, Resources

Technical & Customer Support Agents assist clients, troubleshoot issues, and ensure satisfaction. Vital roles in IT and service sectors.

Average Salary

₹3,00,000

Growth

medium

Satisfaction

medium

Home/Careers/information technology and computer science/technical support agent and customer support agent
Functional Skills

Functional Skills are essential skills that help individuals perform tasks effectively in everyday life, work, and education.

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    Active Listening
    -
    Problem-Solving
    -
    Technical Proficiency
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    Communication Skills
    -
    Customer Service Orientation
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    Time Management
    -
    Remote Support Tools
    -
    Documentation and Ticketing Systems
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    Networking Fundamentals
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    Operating Systems Knowledge
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    Database Management
    -
    Cloud Computing Concepts
Soft Skills

Communication, teamwork, and critical thinking to ensure seamless project execution.

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    Communication Skills
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    Problem-Solving
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    Empathy
    -
    Patience
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    Adaptability
    -
    Time Management
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    Stress Management
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    Active Listening
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    Conflict Resolution
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    Teamwork
Technical Skills

Technical Skills are specialized abilities and knowledge needed to perform specific tasks or functions.

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    Customer Relationship Management (CRM)
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    Help Desk Software
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    Troubleshooting and Problem-Solving
    -
    Operating Systems
    -
    Networking Fundamentals
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    Hardware Troubleshooting
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    Remote Desktop Support
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    Cloud Computing Basics
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    Scripting and Automation
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    Cybersecurity Awareness
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    Mobile Device Support
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    Communication Skills
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    Time Management
Duties and Responsiblities

Task

Work Activities

95%

Diagnose and resolve technical issues reported by customers via phone, email, or chat.

92%

Provide step-by-step technical assistance and guidance to customers for software and hardware.

90%

Accurately log and categorize customer interactions and technical issues in a ticketing system.

88%

Maintain up-to-date knowledge of product features, updates, and troubleshooting procedures.

85%

Utilize remote access tools to diagnose and resolve technical issues on customer systems.

82%

Communicate effectively with customers to understand their issues and provide clear solutions.

80%

Escalate complex technical issues to higher-level support teams when necessary.

78%

Create and maintain documentation for common technical issues and solutions.

75%

Gather customer feedback on technical support services and product performance.

72%

Monitor system performance and identify potential technical issues before they impact customers.

70%

Assist customers with the installation and configuration of software applications.

68%

Diagnose and troubleshoot hardware-related issues on customer devices.

Detailed Work Profile

Interests