Main Responsibilities and Required Skills for Support Specialist

support specialist talking on phone with a client

A Support Specialist is in charge of providing technical assistance and support to customers. They are frequently tasked with handling difficulties and responding to questions about their company's products or services. In this blog post we describe the primary responsibilities and the most in-demand hard and soft skills for Support Specialists.

Get market insights and compare skills for other jobs here.

Main Responsibilities of Support Specialist

The following list describes the typical responsibilities of a Support Specialist:

Address

Address incoming customer requests for technical assistance via telephone and in person.

Adheres

Adheres to safety guidelines and requirements.

Administer

Administer and maintain Windows.
Administer collaboration tools such as Google Workspace, Microsoft 365 and Slack.
Administer Encryption (BitLocker) for end-point devices in accordance with company policies.
Administer the client financial assistance process for Pregnancy Counseling, as needed.

Advise

Advise and assist with reporting.

Analyze

Analyze and determine causes of malfunction in control devices.
Analyze and resolve application and hardware based problems.
Analyze data and prepare reports for weekly service desk KPIs.
Analyze and implement changes or additions to software systems and operations procedures.
Analyze work processes and common questions to help Supergreat improve.

Answer

Answer customer inquiries through a variety of channels, including phone, email, and web.
Answer incoming support calls by telephone, and managing first response to the ticketing queue.
Answer the occasional phone call.

Assist in / Assist with

Assist and identify potential sales opportunities.
Assist and independently deploy special projects and network implementations.
Assist clients in developing empowerment skills and combating stigma through self-advocacy.
Assist clients in identifying signs and symptoms of de-compensation.
Assist customers to process their orders for parts and accessories.
Assist guests in developing a crisis recovery plan.
Assist in course registrations when needed.
Assist in developing an employee recognition plan.
Assist in media asset tracking and copyright audit of files.
Assist in the pre-sales effort by performing system demos on occasion.
Assist in training new hire Behavioral Health Technician (BHT) and delegating tasks to BHT's.
Assist Net Admins in creating documentation for end-users, project planning, and resolving issues.
Assist staff with a range of HR-related processes and requests for information.
Assist team members with monitoring customer performance metrics and measurements.
Assist team members with troubleshooting and communications.
Assist the operations support group.
Assist third party institutions with the integration of their applications to IBKR.
Assist with application testing as necessary.
Assist with Appraisal Order Pending Payment follow-up and additional assignments.
Assist with architectural design and enforcing data architectural policies.
Assist with documentation for changes garnered from code review.
Assist with installing and de-installing software, PC's and peripherals as required.
Assist with network / security configurations and monitoring.
Assist with new kit testing, and other support for kit development projects.
Assist with onboarding and training of new users.
Assist with systems administration, troubleshooting, and resolutions.
Assist with various marketing activities.

Author

Author and update GMP documentation including but not limited to SOPs and batch records.
Author content in our customer community and knowledge base.
Author, edit, publish and maintain an on-line knowledge base of known issues / solutions.

Build

Build and maintain strong client and inter-departmental relationships.
Build and maintain strong client and Inter-departmental relationships.
Build positive and successful relationships through understanding, empathy, and patience.

Collaborate with

Collaborate with implementation team and clients to train and support users.
Collaborate with Lenders to gather information on collateral repo / payoff - 10%.
Collaborate with other team members to deliver a world class service to employees.
Collaborate with Tech Support and Field personnel.

Communicate

Communicate directly with patients.
Communicate effectively with other departments and teams.
Communicate product updates, new features, and functionality to client base.
Communicate with auction teams across Canada and the US.
Communicate with customers regarding additional documents.
Communicate with system offices externally regarding memberships, payments, orders and credentialing.

Complete

Complete paperwork and office work in compliance with program regulations.
Complete projects by coordinating with outside agencies, art services, printers, etc..
Complete software project setups and modifications as required by the client.

Conduct

Conduct background checks validations.
Conduct cash reconciliation and bank deposits and time edits.
Conduct lab experiments such as hardware dimensioning and evaluate results.
Conduct remote troubleshooting.
Conduct research and source information to support our customers.

Contact

Contact owners regarding the status of their ad and make necessary changes.
Contact and solid relationships with Fortune 1000 clients and agencies.
Contact relevant resources to obtain information as specifically requested by the client.

Contribute to

Contribute to creating the best working environment for your colleagues and yourself.
Contribute to the collaborative and stimulating work environment.
Contribute to the improvement of processes and implementation of new technologies.

Coordinate

Coordinate activities with Law Enforcement agencies.
Coordinate and executes office / desk moves, adds, and changes.
Coordinate building support functions, light maintenance and inventory.
Coordinate external and internal communications flow.
Coordinate networking issues between client IT and TM Field Technology.
Coordinate of data validation with the respective functional teams.
Coordinate on issues impacting SLA or service availability.
Coordinate project start up activities.
Coordinate responses and official reports / documentation for all customer quality issues.
Coordinate team efforts and provide leadership on projects and activities.
Coordinate with Service Level I and Service Level II escalation of service requests.

Create

Create an account and fill out our employment application.
Create and issues the Monthly Inside ACML company information mailer.
Create and maintain customer lists & other various sales documents.
Create and track issues through to resolution, work within agreed service level response times.
Create data exports and imports to / from various third-party sources.
Create guides and videos to proactively address these common queries.
Create labels based on patching schedule.
Create, maintain & update company knowledge base.
Create real relationships and raving fans by implementing and supporting cutting edge technology.
Create, run and distribute monthly, quarterly and ad hoc reports.
Create starter or supply refill kits, packages and mails via UPS.
Create test reports for the version and make approval recommendations.
Create workarounds and problem solve for short term solutions if possible.

Deliver

Deliver a world class customer experience to our customers.
Deliver expert technical support and understand and champion customers' product needs internally.

Develop

Develop and contributes to ERAS client support tools.
Develop and report metrics.
Develop an in-depth knowledge of the ReturnLogic platform.
Develop content for Corner Alliance methodologies or processes.
Develop custom reports and correspondence as needed using account trees, ysql, ysr and ssrs.
Develop help sheets and frequently asked questions lists for end users.
Develop, organizes and maintains departmental files.
Develop or helps to develop the knowledge assets required for the operation.
Develop relationships internally and externally that foster collaboration.
Develop relationships with our key brokers and provide an excellent customer service.
Develop training and support material to help advisors navigate financial planning software.

Document

Document all pertinent client information in ticketing system.
Document and provide feedback to associates of opportunities to enhance provided services.
Document customer interactions and solutions to problems encountered.
Document different system architectures as well as create handbooks on how to integrate systems.
Document processes and recurring issues.
Document resolution in tracking system and update in knowledge base, if not otherwise recorded.
Document, track and monitor issues through a service desk.
Document, verify and make appropriate corrections to the incident record and customer profile.

Ensure

Ensure adherence to Health and Safety.
Ensure contributions to loan support comply with the Bank's policies and procedures.
Ensure equipment is setup according to ITG policies and procedures.
Ensure first line support for the production team with regards to tools (Hotline).
Ensure prompt completion of specific deliverables.
Ensure proper technology operations to help end users accomplish organizational tasks.
Ensure servers & hardware are in accordance with standards & project / operational requirements.
Ensure Tellers have adequate funds to properly service customers.
Ensure that correspondence workflow is accurately noted in internal system.
Ensure that employees have correct permissions and access to services.
Ensure that the call tracking software is up to date.
Ensure that the documentation is duly executed.

Enter

Enter all activity into online tracking database.
Escalate as necessary using judgment and discretion.

Escalate

Escalate issues to management as necessary.
Escalate issues via JIRA tickets to get resources from Engineering when required.
Establish, utilize and maintain the help desk tracking software.

Facilitate

Facilitate and support individuals in their recovery process.
Facilitate customer returns.
Facilitate personal empowerment and various skill building groups.
Facilitate security monitoring, incident response, and vulnerability assessment programs.

Follows up

Follows up on all customer transactions in a timely manner.
Follow technical guides to troubleshoot issues.
Followup along with client notification information.
Follow up with clients on the telephone for administrative purposes.
Follow-Up with quotes to achieve a high conversion rate (Quotes to Sales Orders).
Follow up with sales team to verify and adjust forecast when necessary.

Guide

Guide client through corrective steps.

Handle

Handle customer complaints and perform investigations.
Handle hardware planning and strategy, including recommending standards for new purchases.
Handle incoming technical support calls from Abaxis Human Medical business customers.
Handle multiple projects and meet deliverables.

Help

Help create technical documentation and manuals.
Help develop and implement ongoing improvements to all processes related to the team.
Help find and develop cost reduction programs in IT areas such as printing services.
Help us shape our voice around important social & cultural matters.

Identify

Identify areas of improvement within our customer service process.
Identify efficiencies and continuous improvement opportunities that align with corporate culture.
Identify faults and issues and recommend appropriate paths to resolution, and fixing as appropriate.
Identify other monitoring tools to assist in proactive monitoring of customers and partners.
Identify potential issues and project timeline conflicts.
Identify process improvement opportunities.
Identify, research, and resolve customer issues using our CRM systems and tools.
Identify, research, and resolve technical problems.
Identify system bugs and refer the most complex cases to Tier-Three support.
Identify training or premium support services opportunities.
Identify trends or problems.

Implement

Implement KPIs, team goals and individual goals.

Improve

Improve customer service, perception, and satisfaction.

Install

Install Archtics on workstations and ticket printers.
Install, configure, customize and administer a variety of applications.
Install, maintains and upgrade equipment and its associated infrastructure.

Interact with

Interact with network services and / or applications development teams.
Interact with global and local study team on issues relating to study budget-development.

keep

Keep an up-to-date and secure IT infrastructure.
Keep police peace keeping documents up to date in SharePoint and on the programmatic factsheet.
Keep schedules, make tight deadlines, work timely and independently.
Keep Team Supervisor informed as to the daily work progress and status of the requests.
Keep things well documented in CRM / Ticketing system.
Keep track of hardware and software inventory.
Keep up to date on the latest industry standard tools, workflows, and techniques.

Lead

Lead and offer technical S / W support to other support engineers.
Lead Support BOAR team to achieve quality application support.

Maintain

Maintain and develop knowledge and understanding of customer and industry requirements.
Maintain and manage "lessons learned” documentation from each partner deployed project.
Maintain and update comprehensive database for all OFDP activities, workshops, courses and events.
Maintain and update Headcount including monitoring hiring and attrition.
Maintain an inventory of studio supplies.
Maintain a positive, empathetic, and professional attitude toward customers at all times.
Maintain a thorough knowledge of the products and follow required trainings.
Maintain authorization process / logs.
Maintain composure at all times.
Maintain contact with users on operational and production problems.
Maintain current and accurate customer profiles and system record information within the CRM.
Maintain detailed product knowledge to engage in consumer education and support sales efforts.
Maintain documentation of work with teachers using Catapult Learning's proprietary system.
Maintain high level of confidentiality with company information.
Maintain high performance in all KPIs for your programs.
Maintain, manage and update technical system documentation.
Maintain professional and technical knowledge by attending educational workshops, training.
Maintain standards of personal and professional.
Maintain up to date files according to the standard operating procedure.

Manage

Manage and Resolve production incidents raised by Application users to ensure closure within SLA.
Manage and update DVBIC's SharePoint plan and guides.
Manage details of packaging cases / boxes / trays and ingredients to meet launch date.
Manage effectively the resolution of support issues that are reported to the team.
Manage live orders at each stage.
Manage multiple priorities and own your work from end to end.
Manage physical asset tracking.
Manage ports, protocols, and firewall settings.
Manage returns, scraping and zero sales.
Manage technical issues and provide guidance on resolution to relevant internal teams.

Measure

Measure performance and SLA adherence.

Monitor

Monitor and maintain cloud network infrastructure.
Monitor and oversee pilot of system changes.
Monitor and track mailing of business services' invoices to clients.
Monitor for trouble tickets and coordinate with appropriate vendors for equipment repair as needed.
Monitor stock fabric inventory levels.
Monitor the status of data backups and replication.

Organize

Organize or schedule other people and their tasks.
Organize work information to ensure accuracy and completeness.

Participate in

Participate and collaborate with the team on planning phase.
Participate in Continuing Education Program.
Participate in defining and managing site integration priorities with affected stakeholders.
Participate in Quality Risk Assessments.

Perform

Perform additional L2 duties during times of L2 team absence.
Perform complex, high-impact software deployment using DevOps best practices.
Perform computer hardware lifecycle upgrades as needed.
Perform daily help desk ticket maintenance and management.
Perform database upgrades and testing both on and off site.
Perform follow ups on existing cases and close cases as appropriate.
Perform other duties and responsibilities as assigned.
Perform other related job duties / special projects as assigned by the management.
Perform printer installations and toner replacement activities.
Perform remote desktop, user, network, and basic server support.
Perform Security Administration for Dynamics AX.
Perform site IT support including PC deployment in accordance with new hire and roadmap procedures.
Perform user account set up, security maintenance and systems monitoring.

Prepare

Prepare and conduct effective Centre Performance Reviews.
Prepare and quality check hard copy proposal packages.
Prepare loan packages and coordinates submission for underwriting.

Prioritize

Prioritize incidents to optimize all available resources.
Prioritize when several issues occur simultaneously.

Process

Process and bill all third-party direct orders.
Process and maintain all surety claims / transactions within the claims system.
Process and track a range of administrative processes related to HR, travel, and finance.
Process changes or cancellations to delivery orders.
Process newly assigned / departing personnel in DTS and provide administrative support.
Process purchase orders and change requests in SAP following standard operating procedures.
Process RMAs with hands on testing of incoming hardware products.

Produce

Produce ad hoc client reporting requests and seek validation.
Produce and maintain regular, timely status updates.
Produce thorough and effective end user and technical documentation.

Provide

Provide accurate, valid and complete feedback to the Product team by using the right methods / tools.
Provide ad-hoc support and office management tasks as needed.
Provide assistance to users on various vendor wireless networks.
Provide Citrix Virtual Desktop Infrastructure (VDI) Support.
Provide coaching and advice to product support team members.
Provided documented service procedures for all resolutions.
Provide direction for others.
Provide employee training and guidance on new procedures.
Provide end user help desk support.
Provide excellent customer service through active listening and problem solving.
Provide excellent customer service to CXM's clients.
Provide first level support of network devices including switches and wireless devices.
Provide floor support and training.
Provide general support for the production and shipping of training materials and supplies.
Provide guidance and coaching to other Technical Support personnel.
Provide helpdesk support and resolve problems to the end user's satisfaction.
Provide individual instruction and / or training to users on new or updated technologies.
Provide information, data and direction to the path options as required.
Provide instruction or written documentation where required.
Provide leadership and act as a positive role model always for the student.
Provide lived experience expertise and interact with multi-disciplinary treatment team.
Provide offsite support of meetings in third-party meeting facilities.
Provide on-call, off-hours and weekend support as assigned to support the staff.
Provide ongoing technical and software support to users.
Provide PC and network support and administration to internal user base when required.
Provide platform configuration and data management services to our clients and partners.
Provide regular peer support groups and individual counseling.
Provide service demand forecasts to Service Provider.
Provide specialized consulting, analytical and technical support.
Provide suggestions on enhancements to the product or process.
Provide supplemental content creation and transformation support.
Provide support and best practices to the client for all TM products.
Provide technological support for hosted conference calls and webinars.
Provide timely resolution to phone / chat inquiries from SMB or Enterprise customers.
Provide training and guidance to offshore team and to internal and external customers.
Provide weekly sales report to sales team.

Receive

Receive and document service request and customer information.
Receive and process inquires from customers.
Receive and respond to all customer inquiries in a timely fashion.
Receive PO's from field team and ensure accurate entry.
Receive requests for information concerning police peacekeeping and other INL / GPP / TP programs.
Receive shipments of supplies.
Receive, track, and respond to all billing and transactional inquiries and statement requests.

Recommend

Recommend and / or perform actions to correct problems.
Recommend appropriate heath and behavioral health services.
Recommend areas for client support / process improvement.
Recommend better procedures, methodology, etc. to improve team overall performance.

Research

Research and resolve billing related inquiries and discrepancies.
Research for relevant product / repair information.
Research issues and assist in swift incidence and response scenarios.
Research, propose, and develop equipment specifications and IT operational strategies.

Resolve

Resolve complex issues in applications development.
Resolve inquiries and Tickets within established norms.
Resolve issues with Customer Service for events with problems and / or special.
Resolve non-payment issues and ageing balances with client accounts payable.

Respond

Respond to all loan-related inquiries in a timely manner.
Respond to alerts and resolve incidents.
Respond to and resolve business queries for Counterparty Credit Risk space.
Respond to customer and vendor questions and provide technical assistance and support.

Review

Review and approval of credentials.
Review and document results from conducted vulnerability, risk assessments, and scanning tools.
Review and edit internal manuals.
Review current processes for efficiency and effectiveness on an ongoing basis.
Review documentation as related to new account applications.
Review incident history to determine recurring faults.
Review invoices, receiving paperwork, and inventory transactions for accuracy.
Review of delivery request.
Review of delivery request for accuracy.

Schedule

Schedule & perform planned maintenance activities to Abbott Diagnostics portfolio of products.
Schedule Safety Training for sites (new and renewal) or badges.

Setup

Setup and support mobile devices including Android and iPhone.
Set up files in the correspondence database.

Share best practices and industry knowledge across verticals.
Share customer feedback to our Product and Quality Assurance teams.
Share feature requests and effective workarounds with team members.

Support

Support and delight our merchants through chat, email and phone conversations.
Support and troubleshoot customer issues both hardware and software related.
Support both NIPRNet and SIPRNet networks.
Support company issued mobile devices.
Support customers via email, telephone, and live chat.
Support E1 system training to the system's users as required.
Support for daily end-user requirements, various project, and operational needs when required.
Support inspection readiness activities through data assembly, as directed.
Support IT and Technical Deployment teams as required.
Support of Windows Active Directory and Group Policy objects.
Support other quality systems and projects as needed.
Support quarterly business review sales data analysis and consolidation.
Support Specialist to work as a key member of the management team and help facilitate this growth.
Support staff with miscellaneous administrative duties as assigned.
Support Team responsible for providing world class application support for the Dayforce solution.
Support the Customer Success Team with the creation of new customer and user accounts.
Support the underlying servers that support Clever Devices' applications.
Support users in adopting new technologies and resolve their technical issue.

Take

Take ownership of customer issues reported and see problems through to resolution.
Take responsibility for your own personal and professional development.
Take risk and security very seriously.
Take effective action to provide timely resolution of computer related problems.

Track

Track and accelerate customers' deliveries in cooperation with logistic department.
Track and complete a variety of projects.
Track and maintain documentation for both internal teams and external clients.
Track, monitor and report out the progress of our RLSC and VSS teams.
Track progress and identify issues.
Track, route and redirect problems to correct resources.
Track software and hardware issues for identification and resolution.
Track vendor payments against Purchase Orders, resolving as needed.

Triage

Triage all IT related questions as they arise.
Triage Footprints tickets to Subject Matter experts for resolution.

Troubleshoot

Troubleshoot and escalate issues where appropriate.
Troubleshoot and repair systems and applications installed on desktop and laptop systems.
Troubleshoot and resolve computer and network related problems.
Troubleshoot and resolve system hardware and software problems.
Trouble-Shoot and resolve systems issues in consultation with the unit Manager, as needed.
Troubleshoot, diagnose and resolve retail application issues through a full incident lifecycle.
Troubleshoot employee technical issues.
Troubleshoot network issues and develop remediation plans.
Troubleshoot product compatibility inquiries.
Troubleshoot issues promptly.
Troubleshoot software and hardware.

Understand

Understand business direction, key changes and needs.
Understand the business model and provide training to the team / other stakeholders.

Undertake

Undertake advanced administration tasks as required e.g. to support problem resolution.
Undertake self-development activities.

Work with

Work with clients one-on-one in a home-based or community setting.
Work with Microsoft and their support partners to troubleshoot and resolve complex issues.
Work with QA / QC to review and test software products and other related requirements, as applicable.
Work with the systems team to identify possible weak links and potholes.
Work with Warehouse, Manufacturing and other departments to understand material needs.

Write

Write Knowledge Base Articles, white papers, case studies and participate in technical webinars.
Write or update our knowledge base articles.

Most In-demand Hard Skills

The following list describes the most required technical skills of a Support Specialist:

Customer Service
MS Excel
MS Word
Troubleshooting
Microsoft Office
Active Directory
Linux
SQL
Outlook
Windows
Customer Support
Technical Support
Powerpoint
HTML
Networking
Java
Salesforce
CCNA
Valid Driver's License
Jira
Zendesk
Business
IT
Javascript
Mcse
CSS
Management
Oracle
DNS
Sales
Accounting
IOS
MS Office
Email
Unix
Python
Operating Systems
Vmware
Data Entry
Windows 10

Most In-demand Soft Skills

The following list describes the most required soft skills of a Support Specialist:

Written and oral communication skills
Problem-solving attitude
Organizational capacity
Attention to detail
Interpersonal skills
Analytical ability
Multi-task
Time-management
Team player
Bilingualism
Flexible
Work independently with little direction
Troubleshooting skills
Self-motivated
Self-starter
Detail-oriented
Organized
Leadership
Creative
Priority management
Positive attitude
Collaborative
Adaptable to changes
Critical thinker
Empathy
Listening
Patience
Initiative
Presentation
Proactive
Confident
Problem management
Resourceful
Positive
Work ethic
Professionalism
Teamwork
Decision-making skills
Diplomacy
Curious

Main Responsibilities and Required Skills for Service Representative