Tier 1 specialists are also referred to as computer support specialists. The Tier 1 specialist is the first person contacted by the customer to assist with computer issues. The specialist may be employed by private or government agencies. The goal of the specialist is to help the customer resolve problems by providing instructions by telephone or email. Many companies also require the specialist to maintain and repair computers for internal employees. Those interested in this career can seek employment by obtaining an associate degree or computer certification.
The specialist is required to communicate with other team members regarding resolutions of difficult customer issues. The specialist must be able to provide step-by-step instructions to the customers via the telephone. In many cases, the customer is not computer literate and requires the specialist to communicate effectively. Writing skills are necessary in providing written communication via email. In addition, many employees require the specialist to prepare customer reports and documentation regarding troubleshooting steps and procedures that were administered.
The specialist is required to handle multiple customer accounts and must ensure the accounts are available for review if requested by management or if the customer requires assistance in the future. In addition, the specialist should possess the ability to handle multiple accounts and ensure all customer records are organized and maintained accurately.
Many employers require the specialist to work without supervision. The specialist must be able to work independently and make decisions without assistance.
Typing skills are essential to the specialist’s job because the majority of a Tier 1 specialist's day is spent typing on a keyboard. A typing class would benefit those interested in this career and help them perform their job more effectively.
The specialist must be proficient in computer software, such as Microsoft Office, that is used to maintain company records. Depending on the company where the specialist is employed, he may be required to assist the customer with navigating through the Windows interface. Many specialists are trained in utilizing a company’s specific software that the specialist is required to troubleshoot. Many companies require employees to obtain a computer certification, such as a Microsoft Certified Systems Engineer.
Many customers who contact the specialist may be disgruntled or angry if they are unable to resolve their computer issues. The specialist must be able to stay patient and calm an angry customer.
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