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Technical Support Agent

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

Technical Support Agents assist customers with technical issues, providing solutions and support. They need strong problem-solving and communication skills.

Average Salary

₹3,00,000

Growth

medium

Satisfaction

medium

Home/Careers/information technology and computer science/technical 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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    Technical Troubleshooting
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    Customer Service
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    Communication Skills
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    Operating Systems Knowledge
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    Networking Fundamentals
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    Remote Support Tools
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    Problem Solving
    -
    Hardware Troubleshooting
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    Software Installation & Configuration
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    Time Management
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    Documentation
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    Active Listening
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
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    Time Management
    -
    Adaptability
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    Stress Management
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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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    Operating Systems Knowledge
    -
    Networking Fundamentals
    -
    Hardware Troubleshooting
    -
    Software Installation and Configuration
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    Remote Desktop Support
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    Customer Service Skills
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    Problem-Solving Skills
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    Security Awareness
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    Cloud Computing Basics
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    Mobile Device Support
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    Scripting and Automation
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    Virtualization Technologies
Duties and Responsiblities

Task

95%

Provide technical assistance to customers via phone, email, or chat, addressing their queries and resolving technical issues efficiently.

90%

Diagnose and troubleshoot software, hardware, and network problems, guiding users through step-by-step solutions.

85%

Document customer interactions, technical issues, and resolutions accurately in the support ticket system.

80%

Escalate complex technical issues to higher-level support teams or specialists for advanced troubleshooting.

75%

Install, configure, and update software and hardware components for customers, ensuring optimal performance.

70%

Educate customers on product features, functionalities, and best practices to enhance their user experience.

65%

Collaborate with cross-functional teams, including engineering and product development, to resolve recurring issues and improve product quality.

60%

Monitor system performance and identify potential issues, proactively addressing them to prevent disruptions.

55%

Create and maintain knowledge base articles, FAQs, and troubleshooting guides to assist customers and internal teams.

50%

Conduct remote desktop sessions to diagnose and resolve technical problems directly on customer's systems.

Work Activities

95%

Diagnose and resolve hardware, software, and network problems for clients, ensuring minimal downtime.

92%

Offer timely and effective technical assistance to customers via phone, email, or chat.

90%

Create and maintain detailed records of technical issues, solutions, and customer interactions.

88%

Provide remote assistance to users, resolving technical issues on their computers or devices.

85%

Install, configure, and update software applications on client systems.

82%

Identify and resolve network connectivity issues, ensuring smooth data flow.

80%

Perform basic hardware maintenance tasks, such as cleaning and replacing components.

78%

Escalate unresolved technical problems to higher-level support teams for advanced assistance.

75%

Conduct training sessions for users on software and hardware usage.

72%

Apply security patches and updates to systems to protect against vulnerabilities.

70%

Monitor system performance and identify potential issues before they impact users.

Detailed Work Profile

Interests