What Does a Support Consultant Do?
Find out what a support consultant does, how to get this job, and what it takes to succeed as a support consultant.
Support consultants are the liaisons between companies and their customers. They act as a go-between for clients who have questions or concerns about products or services they’ve purchased, and they work to ensure that those clients are satisfied with their experience.
Support consultants may also be responsible for providing additional support to customers after they’ve received assistance from other support staff. This might include helping them set up new devices or software, resolving issues with billing or account management, etc.
Support Consultant Job Duties
A support consultant typically has a wide range of responsibilities, which can include:
- Providing technical support for computer hardware, software, and network issues to clients over the phone or in person
- Planning and conducting training sessions on new technology or business processes to employees throughout an organization
- Performing IT audits to ensure that an organization’s computer systems are secure and operating efficiently
- Preparing reports on IT performance metrics such as server uptime or response time
- Coordinating with other departments in an organization to resolve IT issues
- Conducting research to identify new technologies that could benefit the company
- Developing a knowledge base of industry best practices and business processes within an industry or field of study
- Performing system administration tasks such as creating users accounts and setting permissions
- Determining the cause of computer problems and recommending solutions based on best practices for computer system configuration
Support Consultant Salary & Outlook
Support consultants’ salaries vary depending on their level of education, years of experience, and the company size and industry. They may also earn additional compensation in the form of bonuses.
- Median Annual Salary: $82,500 ($39.66/hour)
- Top 10% Annual Salary: $132,000 ($63.46/hour)
The employment of support consultants is expected to grow faster than average over the next decade.
Demand for support consultants is projected to increase as organizations continue to outsource information technology (IT) services and business processes to reduce costs and improve efficiency. Organizations will need to hire support consultants to help with these projects.
Related: Support Consultant Interview Questions and Answers
Support Consultant Job Requirements
The following are some of the requirements for becoming a support consultant:
Education: Most employers require their support consultants to have a minimum of a bachelor’s degree in computer science, information technology, computer engineering or a related field. Some employers may accept candidates who have an associate’s degree or a certificate in computer support.
Training & Experience: Many support consultants receive on-the-job training when they start a new position. This training may last for a few weeks or a few months, depending on the company and the role. During training, support consultants learn about the company’s products and services, the computer systems and the processes and procedures. They also learn about the support process and how to handle common issues.
Certifications & Licenses: Some employers may require employees to pass an industry-specific certification to show their general understanding of the field.
Support Consultant Skills
Support consultants need the following skills in order to be successful:
Communication skills: Communication skills are essential in customer service roles. You may be required to communicate with customers over the phone, in person or through email. You may also be required to communicate with other support representatives to help customers solve their issues.
Technical knowledge: Technical knowledge is the ability to understand and explain the inner workings of a product or service. As a support consultant, you may be asked to explain how a product works or how to use it. Having a strong technical knowledge of the products and services you support can help you answer questions and solve problems.
Problem-solving skills: Problem-solving skills are essential for support consultants, as they may be the first point of contact for customers with technical issues. You can use your problem-solving skills to identify the source of the customer’s issue and offer solutions to resolve it. You can also use problem-solving skills to troubleshoot common issues that customers may experience.
Customer service skills: Customer service skills are essential for support representatives. You may be the first person a customer speaks to when they call in, so you should be friendly and helpful. You should also be able to answer questions and solve problems for customers.
Organizational skills: Organization skills can help you manage your time and tasks effectively. As a support consultant, you may have several clients you’re working with at the same time. Having strong organizational skills can help you manage your time and tasks to ensure you’re providing the best service to your clients.
Support Consultant Work Environment
Support consultants work in a variety of settings, including corporate offices, government agencies, and educational institutions. They may also travel to different locations to provide on-site support to clients. Most support consultants work full time, and some may work more than 40 hours per week to meet deadlines or to respond to clients’ needs. Support consultants typically work in teams and need to be able to communicate effectively with other team members. They also need to be able to work independently and be self-motivated.
Support Consultant Trends
Here are three trends influencing how support consultants work. Support consultants will need to stay up-to-date on these developments to keep their skills relevant and maintain a competitive advantage in the workplace.
The Need for More Technical Skills
The need for more technical skills is a trend that is quickly becoming apparent in the business world. As technology becomes more complex, businesses are looking for professionals who can help them navigate the waters and find solutions to their problems.
This trend is especially evident in the field of support consulting, where professionals are needed to provide support for complex systems and products. In order to be successful in this field, professionals will need to have a strong understanding of both technology and business.
More Focus on Customer Experience
As businesses focus more on customer experience, support consultants will need to develop new skills and strategies to help improve the overall experience.
Support consultants can utilize this trend by focusing on improving communication with customers, developing better tools for customer service, and creating a positive atmosphere for customers to interact with the company. By doing so, they can help ensure that customers have a positive experience with the company and are likely to return again in the future.
Greater Use of Technology
As technology continues to evolve, businesses are increasingly using it to improve the way they do business. This includes the use of technology in the support industry, which is leading to an increased demand for support consultants who are familiar with technology.
Support consultants who are able to use technology effectively will be in high demand as businesses look for ways to improve the customer experience. They will also be able to find success in other areas of business, such as marketing and sales, where technology is playing an increasingly important role.
How to Become a Support Consultant
A career as a support consultant can be both rewarding and lucrative. It’s important to start off on the right foot by getting the right training and certifications. You should also build up your network of contacts in the IT industry.
As you progress in your career, you may want to specialize in a particular area of IT support. This could include end-user support, server support, or networking support. You could also move into management or become an IT consultant.
Advancement Prospects
Advancement prospects for support consultants are good. With experience, support consultants can move into management positions or become independent consultants. They may also move into other related fields, such as sales or training.
Support Consultant Job Description Example
At [CompanyX], we’re looking for a customer service superstar to provide support to our clients as a Support Consultant. The ideal candidate will have experience in customer service, technical support, or a similar field, and will be able to quickly build relationships with our clients. He or she will be responsible for providing support via phone, email, and chat, as well as creating and maintaining documentation. The Support Consultant will also be responsible for identifying trends and areas for improvement within our support process.
Duties & Responsibilities
- Serve as the primary point of contact for clients, providing prompt and accurate responses to inquiries
- Manage client expectations by providing timely updates on issue status and resolutions
- Use strong analytical skills to identify trends and recommend process improvements
- Escalate issues to appropriate teams when necessary and track progress to ensure resolution in a timely manner
- Document all interactions with clients in ticketing system
- Train clients on use of company products and services
- Develop an in-depth understanding of company products and services
- Stay up-to-date on product changes and updates
- Proactively seek out knowledge to improve job performance
- Share best practices with team members
- Assist with special projects as needed
- Perform other duties as assigned
Required Skills and Qualifications
- Bachelor’s degree in computer science, business administration, or related field
- 3+ years professional experience in customer service, technical support, or a similar role
- Exceptional written and verbal communication skills
- Strong analytical and problem-solving skills
- Ability to work independently and with a team to meet deadlines
- Proficient in Microsoft Office, with aptitude to learn new software and systems
Preferred Skills and Qualifications
- Experience in the software development industry
- Working knowledge of SQL
- Familiarity with Agile methodology
- Project management experience
- Certification in ITIL or similar framework