Ability to describe procedures in a step-by-step fashion.
Intellectual - specialized
Ability to master technical products.
Familiarity with the product(s) being supported.
Social
Desire to help others.
Commitment to customer satisfaction.
Excellent verbal communication skills.
Patience in working with others who are less skilled or less knowledgeable.
Able to spend most of the day working with others.
Physical
Able to work at a computer and be on the telephone for extended periods of time.
Skill Maintenance Requirement
Moderate. Each new product the Technical Support Representative supports requires substantial learning. Processes used for assisting customers are also likely to change over time.
Remaining current is often accomplished by reading manuals, taking short courses, receiving on-the-job training, and attending conferences.
Experience Prerequisites
Prior experience with the product being supported is usually required. This experience can be gained from a training class or from your own use of the product. Most jobs also require some work experience that involves direct contact with customers.
Education/Training Required
A high school diploma or GED is required. Some employers require an AS or BS degree, but experience tends to be more important than formal education.
The next section in this career guide ("Bay Area Education/Training Resources") provides detailed information on some of the training programs available for Technical Support Representatives.
