Technical Support Representative Job Description
Other job titles for Technical Support Representative
Technical Support Specialist, Helpdesk Support, IT Support Technician, Technical Support Engineer
What does a Technical Support Representative do?
Technical Support Representatives provide technical advice and support to help clients or customers resolve computer software or hardware problems through calls, emails, chat, or on-site. They provide assistance in application navigation, printing, installation, e-mail, and operating systems. They may also conduct preventative and remedial maintenance on equipment and are able to handle basic network connectivity issues.
Technical Support Representatives can work in different industries, but they are popular in the call center/BPO industry.
Duties and Responsibilities:
These are some of the core duties and responsibilities of a Technical Support Representative, however, specific tasks will depend on the type of business, organization, client, or project.
- Answer incoming queries through phone, chat, or email and provide support to callers experiencing issues
- Troubleshoot and diagnose tech issues and guide customers through how to fix the issue they may be experiencing
- Submit service requests for repair crew to fix on-site if the problem cannot be fixed over phone, email, or chat
- Maintain a database and log calls for documentation purposes