Technical / end-user support specialists work for suppliers of software and hardware or in-house departments of end users.

What technical / end-user support specialists do

• provide technical support to current customers / users
• keep records of calls made and problems reported
• refer problems on, where necessary, to engineers or other specialists
• review products and procedures
• plan improvements
• keep up to date with product developments and advise on appropriate upgrades.

Key skills

• ability to listen
• ability to analyse and solve problems
• attention to detail
• good verbal and written communication skills
• diplomacy
• flexibility.

Training to be a technical / end-user support specialist

New entrants are given training in the technicalities of the products and customer service procedures. In larger organisations, they may spend time in other departments to understand how products are developed and supplied.

Progress may be made into sales, management or more technical software-development roles.

Salaries

At entry level salaries range from £19,000 to £27,000, but this can vary depending on location, size and type of employer.

Professional bodies

• BCS (British Computer Society)
• Institute of Business Consulting

Related jobs

• Customer services manager
• Customer services representative
• Systems manager