Hiring/Managing Employees

Technical Support Representative Job Description Template

A well written technical support representative job description will help ensure you hire the right person. Learn how to write one using our template and writing guide.

Technical support representatives play a vital role in ensuring that customers have a positive experience with a company’s products or services. They listen to customer concerns, answer customer questions and provide information about the company’s products and services. In some cases, technical support representatives may also take orders and set up new customer accounts. Given their prominent customer-facing role in the company, it is important to have a job description carefully tailored to attract candidates who have the necessary skills.

In this article, we will discuss what you should include in the technical support representative job description to be posted on hiring websites, career pages and social media channels.

What Does a Technical Support Representative Do?

Technical Support Representatives are responsible for providing customer service and technical support to customers who are experiencing problems with a company’s products or services. They troubleshoot issues and offer solutions to customers over the phone, through email or live chat. Technical Support Representatives may also provide support in person, depending on the company’s needs. They document customer issues and resolutions in a ticketing system to keep track of problems and ensure they are resolved in a timely manner. Technical Support Representatives may also escalate issues to higher-level support staff when necessary.

Technical Support Representative Job Description Template

At [CompanyX], we understand that technology is a vital part of our customers’ lives. That’s why we’re looking for a technical support representative who can provide the highest level of customer service to resolve our customers’ technical issues. The ideal candidate will have experience working in customer service and technical support, and will be able to quickly and efficiently troubleshoot technical problems. He or she will also be able to effectively communicate technical information to non-technical customers. The technical support representative will be the first point of contact for our customers, and will be responsible for providing an exceptional level of customer service.

Duties & Responsibilities

  • Answer customer inquiries via phone, email, or chat regarding company products and services
  • Diagnose technical issues and recommend solutions to customers
  • Follow up with customers to ensure their issue has been resolved
  • Escalate complex customer issues to senior level technicians or management as needed
  • Update customer account information in company database
  • Train new customer service representatives on company policies and procedures
  • Stay up-to-date on new products and features
  • Assist customers with placing orders for new products and services
  • Process customer returns and exchanges
  • Provide feedback to management on areas of improvement for customer service
  • Handle customer complaints in a professional and courteous manner
  • Other duties as assigned

Required Skills and Qualifications

  • Bachelor’s degree in computer science, IT, or related field, or equivalent experience
  • 2+ years in customer service or technical support role
  • Exceptional written and verbal communication skills
  • Strong problem-solving and troubleshooting skills
  • Patience and professionalism when dealing with difficult customers
  • Ability to work independently and as part of a team

Preferred Skills and Qualifications

  • Experience with Zendesk or similar ticketing system
  • Familiarity with HTML, CSS, and JavaScript
  • Working knowledge of Linux/Unix operating systems
  • Experience with remote desktop software

How to Write a Technical Support Representative Job Description

A technical support job description should include the skills, qualifications, and experience required for the role, as well as the duties and responsibilities the successful candidate will be expected to perform. Here’s everything you need to know to write a job description for a technical support position.

Job Brief

As the first section of a job description, the job brief is your opportunity to make a good impression and attract the right candidates. A job brief should be three to four sentences that provide a summary of the ideal candidate. Include the basic qualifications, experience and attitude you are looking for. Also, talk about how you will support the new hire to ensure they integrate with your team successfully.

When writing a job brief for a Technical Support Representative, include information about the company and the position’s key functions. Then, detail the responsibilities, skills and qualifications needed for the role. Finally, mention the benefits of working for the company. By doing so, you will give candidates a clear idea of what the job entails and what they can expect if they are hired.

Responsibilities

The responsibilities of a technical support representative vary by company, but there are some common duties that are typically included. When writing the job description, be sure to include both general and specific responsibilities.

Here are some examples of common responsibilities for technical support representatives:

  • Provide customer support via phone, email or chat
  • Troubleshoot technical issues and identify solutions
  • Escalate complex issues to senior staff as necessary
  • Update customers on status of their issue
  • Maintain detailed records of customer interactions
  • Create knowledge base articles to help other customer service reps resolve similar issues

Skills and Qualifications

The skills and qualifications section of your technical support job description should give candidates a clear idea of what you are looking for in an ideal candidate. This will help to filter out unqualified applicants and save you time in the long run.

Here are some skills and qualifications that you may want to include in your technical support job description:

  • Bachelor’s degree in computer science or related field
  • 1-2 years experience in customer service or technical support
  • Familiarity with basic concepts of networking, hardware and software
  • Ability to troubleshoot technical issues
  • Excellent communication and interpersonal skills
  • Patience and ability to work under pressure

Previous

Personal Banker Job Description Template

Back to Hiring/Managing Employees
Next

Walmart Team Lead Job Description Template