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What is a customer support analyst and how to become one
Customer support analysts monitor and analyze the performance of customer support services. They use the conclusions they draw from metrics analysis to identify the weak points of the service and advise management on ways to improve it.
As a customer support analyst, you will use data from customer reviews, surveys, and complaints to create strategies to improve the efficiency of the service. You will be a member of the customer service department and report to management on the results of your research.
Although your job is primarily to analyze the work of customer support agents, your customer service skills also need to be spot on. This means outstanding communication skills, more than anything else, and an ability to stay present and calm under stressful circumstances.
What general advice would you give to a Customer Support Analyst?
Kate Marek Ph.D.
Director and Professor, Dominican University
Avg. Salary $65,147
Avg. Salary $59,228
Growth Rate 10%
Growth Rate 0.3%
American Indian and Alaska Native 0.41%
Asian 10.51%
Black or African American 13.09%
Hispanic or Latino 15.21%
Unknown 5.31%
White 55.48%
Genderfemale 40.06%
male 59.94%
Age - 41American Indian and Alaska Native 3.00%
Asian 7.00%
Black or African American 14.00%
Hispanic or Latino 19.00%
White 57.00%
Genderfemale 47.00%
male 53.00%
Age - 41Stress level is high
7.1 - high
Complexity Level is challenging
7 - challenging
Work Life balance is good
6.4 - fair
Customer Support Analyst career paths
Key steps to become a customer support analyst
Explore customer support analyst education requirements
Start to develop specific customer support analyst skills
Skills Percentages Customer Service 18.31% Customer Support 12.58% Technical Support 9.11% UI 4.80% Technical Troubleshooting 4.37% Complete relevant customer support analyst training and internships
Accountants spend an average of 3-6 months on post-employment, on-the-job training. New customer support analysts learn the skills and techniques required for their job and employer during this time. The chart below shows how long it takes to gain competency as a customer support analyst based on U.S. Bureau of Labor Statistics data and data from real customer support analyst resumes.Gain additional customer support analyst certifications
More About CertificationsCustomer support analyst certifications can show employers you have a baseline of knowledge expected for the position. Certifications can also make you a more competitive candidate. Even if employers don't require a specific customer support analyst certification, having one may help you stand out relative to other applicants.
The most common certifications for customer support analysts include Network 5 Certification and IT Information Library Foundations Certification (ITIL).
Research customer support analyst duties and responsibilities
- Modify and manage SharePoint portals and document management.
- Construct Sharepoint solutions to manage work requests and track productivity.
- Manage customer expectations through use of negotiation, persuasion, diplomacy and clear communication.
- Document all work and resolve customer inquiries utilizing on-line knowledge base, technical knowledge and on-line CRM system.
Prepare your customer support analyst resume
When your background is strong enough, you can start writing your customer support analyst resume.
You can use Zippia's AI resume builder to make the resume writing process easier while also making sure that you include key information that hiring managers expect to see on a customer support analyst resume. You'll find resume tips and examples of skills, responsibilities, and summaries, all provided by Zippi, your career sidekick.
Choose From 10+ Customizable Customer Support Analyst Resume templates
Build a professional Customer Support Analyst resume in minutes. Browse through our resume examples to identify the best way to word your resume. Then choose from 10+ resume templates to create your Customer Support Analyst resume.
Apply for customer support analyst jobs
Now it's time to start searching for a customer support analyst job. Consider the tips below for a successful job search:
- Browse job boards for relevant postings
- Consult your professional network
- Reach out to companies you're interested in working for directly
- Watch out for job scams
How Did You Land Your First Customer Support Analyst Job
Are you a Customer Support Analyst?
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Average customer support analyst salary
The average Customer Support Analyst salary in the United States is $65,147 per year or $31 per hour. Customer support analyst salaries range between $42,000 and $99,000 per year.
What Am I Worth?
How do customer support analysts rate their job?
Customer Support Analyst reviews
Repetitive work. Training is on the job mostly.
You get to help a lot of people in many different ways as well as learning new things about technology
I have aids now due to the painfulness of sitting down all day
I decided to go to technical support because I've been fascinated by technology all my life and I love working with the people as well. I want to use my technical know-how to solve directly the problems that customers have. I want to be the person who makes life easier and more enjoyable for people who have had a problem. This is what I like most as a technical Support.
I don't like sitting around being inactive. So I'll keep my self always busy
Updated January 8, 2025
