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Using a technical support job description template is an essential part of the hiring process. In order to attract qualified job candidates, you should craft a job description that is candidate-centric, is easy to read and communicates exactly what the job seeker should expect from working at your company day to day. Providing them with a hook or incentive within your description encourages them to apply.
According to the Bureau of Labor Statistics (BLS), the technical support industry is expected to grow 12 percent between 2014 and 2024. Increased growth rates in customer support mean that it’s even more important for your job description to be compelling and interesting. The job seeker needs to be able to find a reason to choose your company over other options when applying. You can use this technical support job description template and the tips below to create your own outstanding job posting.
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Technical Support Job Description Template
Job Summary:
Do you excel at figuring out logic puzzles and logistics nightmares, like organizing tournaments or planning long road trips with multiple vehicles? Then we bet you have the right stuff to join our team as our next Technical Support Representative! In your role, you’ll work directly with customers, assisting them with any issues with their Web Hosting, Virtual Private Servers and SSL certificates.
This job isn’t for the faint of heart. Sometimes you won’t know the right answer, but you’re the kind of person who is always up for the challenge. You’ll rely on your resources and quickly research a response – and sometimes you’ll just have to Google it.This is an upbeat, high-energy work environment and lots of diverse interpersonal interaction. With your talent, brains, personality and people-skills you will make an immediate contribution to our customers and our team. You will inspire customer loyalty and significantly enhance their overall internet experience.Make this job your stepping stone to a very bright future!
Job Responsibilities:
- Serve as the customer’s primary point of contact, providing front-line written, chat, and verbal support as needed
- Own customer issues, from start to finish, using a consultative approach to collect information, troubleshoot problems, and offer solutions
- Manage work queues and allocate any resources as needed
- Proactively aid and support peers, including coaching and mentoring others as required
- Build, maintain, and expand industry knowledge to allow the delivery of quality advice and support.
- Be a real team player – with willingness to pick up any kind of work if and when it needs to be done.
Job Skills & Qualifications:
Preferred:
- 1+ year technical support/help desk experience
- QA experience a plus
- Fluency in Spanish beneficial
Required:
- Ability to communicate clearly and professionally
- Ability to excel in looking for answers to unknown questions using multiple resources
- Strong organizational skills and attention to detail
What to Include in a Winning Technical Support Job Description Template
A technical support job description template should be easy to read and use conversational language. Write in a way that appeals to your ideal candidate’s personality traits and qualities, such as an ability to effectively problem-solve, to entice the right applicants to keep reading and ultimately apply. A quality job description should contain the following four components.
Job Summary: Write in generalities about the duties of the job. Overall, what will a technical support person who works for you be doing most of the time? Are they supporting the IT team, business staff or exterior customers? Be sure to use second-person pronouns to make the summary as candidate-centric as possible.
Duties & Responsibilities: This is the section for getting more detailed about job duties. Use action-oriented language and pick a few key responsibilities the job applicant can expect to complete each day. Are they consistently communicating with customers about software operation or troubleshooting hardware problems? You also may want to include who a technical support person reports to, whether it be an IT manager, project manager or another supervisor.
Skills: Two lists of skills should accompany this section — those required and those preferred. List each group of skills in order of importance, and if there’s a team of people involved in creating the description, they should take a look at it as well for accuracy.
Company Overview: This is your chance to write about what makes your company a great place to work. Include the company’s mission statement, and use phrases from any public relations or marketing copy your company produces. Make sure to touch upon company culture and your organization’s reputation, as this will affect a job candidate’s decision to apply in approximately 72 percent of cases.
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Technical Support Job Description Writing Do’s & Don’ts
- Do include a tidbit about work/life balance for a technical support job description template. This is an important factor for those working in IT — will they have opportunities to work at home or is everyone expected to be at the office, and is on-call time required?
- Don’t forget to include a metatitle and description for postings that you place on your website, and consider creating a custom URL. This makes a big difference for SEO purposes.
- Do make sure your career page of available jobs is mobile friendly, as many people use their smartphones to look for a job.
- Don’t be afraid to have a second set of eyes edit your posting for grammar and punctuation.
- Do include clear application instructions to make it simple for the candidate to apply.
- Don’t overuse fluffy business jargon or vocabulary that doesn’t add any value to the job posting. You want to be as concise as possible.