Will “Customer Support Rep (Customer Support Representative)” be Automated?

Core Skills & Abilities

• Refer major hardware or software problems or defective products to vendors or technicians for service.

• Modify and customize commercial programs for internal needs.

• Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.

• Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.

• Hire, supervise, and direct workers engaged in special project work, problem-solving, monitoring, and installation of data communication equipment and software.

• Conduct office automation feasibility studies, including workflow analysis, space design, or cost comparison analysis.

• Prepare evaluations of software or hardware, and recommend improvements or upgrades.

• Read trade magazines and technical manuals, or attend conferences and seminars to maintain knowledge of hardware and software.

• Confer with staff, users, and management to establish requirements for new systems or modifications.

• Enter commands and observe system functioning to verify correct operations and detect errors.

• Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities.

• Answer user inquiries regarding computer software or hardware operation to resolve problems.

• Oversee the daily performance of computer systems.

• Develop training materials and procedures, or train users in the proper use of hardware or software.

• Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.

• Inspect equipment and read order sheets to prepare for delivery to users.