Client support specialists assist customers with computer problems. Their duties vary by company, but general responsibilities include providing technical and product support, assisting customers and clients with a variety of setups, diagnosing and solving technical problems, and providing consultations. Client support specialists work in almost every company that sells or provides support for software, hardware, electronics, appliances, and related products. Their shifts may vary due to their employers' needs; for example, they may work during regular business hours, or they may work evenings or overnight on a 24-hour support line. A client support specialist typically work at a computer in an office, although they may work outside of the office and provide home visits (again, depending on the company).
Client support specialists typically must have at least two to five years of experience working in an office environment, although requirements may vary by company. A bachelor's degree in a related field may be required, as well as previous customer service experience. These specialists must have knowledge of the field in which they will be providing support (or - if the company provides on-the-job training - able to learn support processes and procedures quickly). They should also have excellent customer service and multitasking skills, as well as the ability to work well under pressure (such as dealing effectively with an unhappy client).
Client Support Specialist Tasks
Field all client inquiries, complaints, comments, and requests.
Process client accounts, including opening and closing accounts and managing billing information.
Analyze client data, troubleshoot, and report client inquiries and needs.
Offer specialized knowledge of company services and products to interested clients.