Technical Support Specialist Manager Intern Job Description
Job Title
Technical Support Specialist Manager Intern
Overview/Summary of the Role
As a Technical Support Specialist Manager Intern, you will be responsible for managing a team of Technical Support Specialists and providing excellent customer service to our clients. You will support the Technical Support Specialists by ensuring timely resolutions to technical issues and ensuring customer satisfaction.
Responsibilities and Duties
- Manage a team of Technical Support Specialists, ensuring they meet their targets and objectives
- Handle escalated technical issues and resolve them in a timely manner
- Monitor performance of the team, conduct performance evaluations and provide feedback
- Identify opportunities for skill development and training for the team
- Collaborate with other departments to ensure streamlined processes and procedures
- Provide excellent customer service to clients, ensuring their issues are resolved and their needs are met
- Ensure all interactions with clients are documented in the system accurately
- Monitor and ensure adherence to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)
Qualifications and Skills
Hard Skills:
- Proven experience in managing a team of technical support specialists
- Strong technical knowledge in troubleshooting and resolving technical issues
- Excellent communication skills, both written and oral
- Familiarity with ticketing systems and tools for tracking technical issues
- Ability to manage multiple tasks and priorities
- Proficiency in Microsoft Office suite
Soft Skills:
- Excellent interpersonal skills and ability to work collaboratively with others
- Strong problem-solving abilities
- Analytical and detail-oriented
- Demonstrated ability to work under pressure and meet deadlines
Education and Experience
Required:
- Bachelor's Degree in a related field (e.g. Information Technology, Computer Science)
- 1-2 years of experience in managing a technical support team
Preferred:
- Industry experience in a related field such as software or technology
- Technical certifications such as Cisco Certified Network Associate (CCNA) or Microsoft Certified Systems Engineer (MCSE)Licensing (if applicable):
There may be some certifications or licensing requirements for Technical Support Specialist Manager Interns, depending on the industry and the type of technical support they are offering. For example, some positions may require IT certifications such as CompTIA A+ or Cisco CCNA. It is important for interns to research the specific requirements for their position and industry.
Typical Employers:
Technical Support Specialist Manager Interns may work for a range of companies, including technology firms, software development companies, healthcare providers, financial institutions, government agencies, and educational institutions. Any company that relies on technology and technical support may have this type of internship available.
Work Environment:
Technical Support Specialist Manager Interns may work in a variety of settings, including call centers, office buildings, hospitals, schools, and government agencies. They may work with a team of technical support specialists or independently, depending on the company and the specific job requirements.
Career Pathways (both leading to this position and next positions):
To become a Technical Support Specialist Manager Intern, it is recommended that candidates have a bachelor's degree in computer science, information technology, or a related field. They should also have experience with technical support and/or customer service. After completing an internship in this role, potential career paths include Technical Support Specialist Manager, IT Help Desk Manager, or IT Project Manager.
Job Growth Trend (USA and Global):
According to the Bureau of Labor Statistics (BLS), employment of computer and information technology occupations is projected to grow 11 percent from 2019 to 2029, much faster than the average for all occupations. This growth is due to the increasing demand for technology solutions in businesses and organizations. The growth trend for Technical Support Specialist Manager Interns is expected to follow this pattern. Globally, the demand for IT professionals is also increasing as more companies embrace technology solutions in their operations.Career Satisfaction:
Technical Support Specialist Manager Interns can find career satisfaction in the opportunity to gain hands-on experience in managing technical support teams, evaluating and improving technical support processes, and working closely with other departments to find solutions to customer issues. The role also provides a platform to develop leadership skills, enhance technical knowledge, and build a network of professional contacts.
Related Job Positions:
Some related job positions that Technical Support Specialist Manager Interns could advance to are:
- Technical Support Manager
- Customer Support Manager
- Technical Account Manager
- IT Manager
- Service Delivery Manager
Connected People:
Technical Support Specialist Manager Interns will work closely with:
- Technical support team members
- Service Desk Managers
- IT Managers
- Customer Support Teams
- Service Delivery Managers
Average Salary:
The average salary for a Technical Support Specialist Manager Intern varies by country. According to Payscale (2021), the annual average salary for the following countries are:
- USA: $52,000
- UK: £25,000
- Germany: €25,000
- India: INR 382,239
- Brazil: R$36,000
Benefits Package:
The benefits package for a Technical Support Specialist Manager Intern varies by company. Some common benefits include:
- Health insurance
- 401(k) contribution matching
- Paid time off and vacation days
- Professional development opportunities
- Employee discounts
- Flexible schedule options
Schedule and Hours Required:
The schedule and hours required for a Technical Support Specialist Manager Intern varies by company but typically follows a regular work schedule of 9 to 5 pm, Monday through Friday. Some companies may require evening or weekend availability to support customers. The internship might be part-time or full-time, depending on the company's needs.Level of Autonomy:
As a Technical Support Specialist Manager Intern, you will have a moderate level of autonomy. You will be responsible for managing a team of technical support specialists and ensuring that they are providing high-quality technical assistance to customers. You will also be responsible for developing and implementing strategies to improve the efficiency and effectiveness of technical support processes.
While you will work closely with your supervisor and team members, you will also be expected to work independently and make decisions that align with company policies and procedures. You will need to be comfortable working in a fast-paced and dynamic environment while balancing competing priorities and managing your time effectively.
Opportunities for Professional Development and Advancement:
As a Technical Support Specialist Manager Intern, you will have access to various professional development opportunities. This may include training programs, conferences, and online courses to help you develop skills related to management, technical support, customer service, and leadership. You may also have the opportunity to work on special projects and collaborate with other departments within the company.
Successful completion of the Technical Support Specialist Manager Internship may lead to opportunities for advancement within the company. The experience and skills gained during this internship can also be leveraged for future career opportunities in technical support management and related fields.
Specialized Skills or Knowledge Required:
To be successful in the Technical Support Specialist Manager Intern role, you will need to have a strong understanding of technical support processes and procedures. You will also need to have excellent communication and problem-solving skills, as well as the ability to manage and motivate a team. Previous experience in technical support and customer service is highly preferred.
Additionally, you will need to be proficient in using various software and tools, including customer relationship management (CRM) software, project management tools, and other technical support-related software.
Physical Demands:
The Technical Support Specialist Manager Intern role is primarily a sedentary job that requires sitting for long periods while working on a computer. However, you may need to occasionally stand, walk, or lift light objects.
Tools and Technologies Used:
As a Technical Support Specialist Manager Intern, you will use a variety of tools and technologies to manage technical support and customer service operations. This may include CRM software, ticketing systems, project management tools, and communication tools such as email, chat, and telephone. You may also use various collaboration tools, such as video conferencing software and screen sharing software, to communicate with team members and customers.Work Style: The Technical Support Specialist Manager Intern should have good problem-solving skills and should be able to troubleshoot technical issues quickly. They should be able to multitask and work efficiently under pressure. Attention to detail, the ability to work independently, and an eagerness to learn and apply new skills are essential.
Working Conditions: The Technical Support Specialist Manager Intern may work in a fast-paced, high-intensity environment that requires flexibility and adaptability. They may be required to work irregular hours, including evenings and weekends, to ensure that client issues are resolved in a timely fashion.
Team Size and Structure: The Technical Support Specialist Manager Intern will work closely with a team of technical support specialists and supervisors. They will be responsible for managing the team, assigning tasks and priorities, and ensuring that all work is completed on time and to a high standard.
Collaboration and Communication Requirements: The Technical Support Specialist Manager Intern will be required to collaborate effectively with other departments, including engineering, product management, and customer success teams. They should have excellent verbal and written communication skills and be comfortable presenting technical information to non-technical stakeholders.
Cultural Fit and Company Values: The Technical Support Specialist Manager Intern should be aligned with the company's values and culture, which may include a focus on teamwork, customer success, and innovation. They should be results-driven, passionate about technology and customer experience, and committed to continual learning and improvement.
Technical Support Specialist Manager Intern
Overview/Summary of the Role
As a Technical Support Specialist Manager Intern, you will be responsible for managing a team of Technical Support Specialists and providing excellent customer service to our clients. You will support the Technical Support Specialists by ensuring timely resolutions to technical issues and ensuring customer satisfaction.
Responsibilities and Duties
- Manage a team of Technical Support Specialists, ensuring they meet their targets and objectives
- Handle escalated technical issues and resolve them in a timely manner
- Monitor performance of the team, conduct performance evaluations and provide feedback
- Identify opportunities for skill development and training for the team
- Collaborate with other departments to ensure streamlined processes and procedures
- Provide excellent customer service to clients, ensuring their issues are resolved and their needs are met
- Ensure all interactions with clients are documented in the system accurately
- Monitor and ensure adherence to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)
Qualifications and Skills
Hard Skills:
- Proven experience in managing a team of technical support specialists
- Strong technical knowledge in troubleshooting and resolving technical issues
- Excellent communication skills, both written and oral
- Familiarity with ticketing systems and tools for tracking technical issues
- Ability to manage multiple tasks and priorities
- Proficiency in Microsoft Office suite
Soft Skills:
- Excellent interpersonal skills and ability to work collaboratively with others
- Strong problem-solving abilities
- Analytical and detail-oriented
- Demonstrated ability to work under pressure and meet deadlines
Education and Experience
Required:
- Bachelor's Degree in a related field (e.g. Information Technology, Computer Science)
- 1-2 years of experience in managing a technical support team
Preferred:
- Industry experience in a related field such as software or technology
- Technical certifications such as Cisco Certified Network Associate (CCNA) or Microsoft Certified Systems Engineer (MCSE)Licensing (if applicable):
There may be some certifications or licensing requirements for Technical Support Specialist Manager Interns, depending on the industry and the type of technical support they are offering. For example, some positions may require IT certifications such as CompTIA A+ or Cisco CCNA. It is important for interns to research the specific requirements for their position and industry.
Typical Employers:
Technical Support Specialist Manager Interns may work for a range of companies, including technology firms, software development companies, healthcare providers, financial institutions, government agencies, and educational institutions. Any company that relies on technology and technical support may have this type of internship available.
Work Environment:
Technical Support Specialist Manager Interns may work in a variety of settings, including call centers, office buildings, hospitals, schools, and government agencies. They may work with a team of technical support specialists or independently, depending on the company and the specific job requirements.
Career Pathways (both leading to this position and next positions):
To become a Technical Support Specialist Manager Intern, it is recommended that candidates have a bachelor's degree in computer science, information technology, or a related field. They should also have experience with technical support and/or customer service. After completing an internship in this role, potential career paths include Technical Support Specialist Manager, IT Help Desk Manager, or IT Project Manager.
Job Growth Trend (USA and Global):
According to the Bureau of Labor Statistics (BLS), employment of computer and information technology occupations is projected to grow 11 percent from 2019 to 2029, much faster than the average for all occupations. This growth is due to the increasing demand for technology solutions in businesses and organizations. The growth trend for Technical Support Specialist Manager Interns is expected to follow this pattern. Globally, the demand for IT professionals is also increasing as more companies embrace technology solutions in their operations.Career Satisfaction:
Technical Support Specialist Manager Interns can find career satisfaction in the opportunity to gain hands-on experience in managing technical support teams, evaluating and improving technical support processes, and working closely with other departments to find solutions to customer issues. The role also provides a platform to develop leadership skills, enhance technical knowledge, and build a network of professional contacts.
Related Job Positions:
Some related job positions that Technical Support Specialist Manager Interns could advance to are:
- Technical Support Manager
- Customer Support Manager
- Technical Account Manager
- IT Manager
- Service Delivery Manager
Connected People:
Technical Support Specialist Manager Interns will work closely with:
- Technical support team members
- Service Desk Managers
- IT Managers
- Customer Support Teams
- Service Delivery Managers
Average Salary:
The average salary for a Technical Support Specialist Manager Intern varies by country. According to Payscale (2021), the annual average salary for the following countries are:
- USA: $52,000
- UK: £25,000
- Germany: €25,000
- India: INR 382,239
- Brazil: R$36,000
Benefits Package:
The benefits package for a Technical Support Specialist Manager Intern varies by company. Some common benefits include:
- Health insurance
- 401(k) contribution matching
- Paid time off and vacation days
- Professional development opportunities
- Employee discounts
- Flexible schedule options
Schedule and Hours Required:
The schedule and hours required for a Technical Support Specialist Manager Intern varies by company but typically follows a regular work schedule of 9 to 5 pm, Monday through Friday. Some companies may require evening or weekend availability to support customers. The internship might be part-time or full-time, depending on the company's needs.Level of Autonomy:
As a Technical Support Specialist Manager Intern, you will have a moderate level of autonomy. You will be responsible for managing a team of technical support specialists and ensuring that they are providing high-quality technical assistance to customers. You will also be responsible for developing and implementing strategies to improve the efficiency and effectiveness of technical support processes.
While you will work closely with your supervisor and team members, you will also be expected to work independently and make decisions that align with company policies and procedures. You will need to be comfortable working in a fast-paced and dynamic environment while balancing competing priorities and managing your time effectively.
Opportunities for Professional Development and Advancement:
As a Technical Support Specialist Manager Intern, you will have access to various professional development opportunities. This may include training programs, conferences, and online courses to help you develop skills related to management, technical support, customer service, and leadership. You may also have the opportunity to work on special projects and collaborate with other departments within the company.
Successful completion of the Technical Support Specialist Manager Internship may lead to opportunities for advancement within the company. The experience and skills gained during this internship can also be leveraged for future career opportunities in technical support management and related fields.
Specialized Skills or Knowledge Required:
To be successful in the Technical Support Specialist Manager Intern role, you will need to have a strong understanding of technical support processes and procedures. You will also need to have excellent communication and problem-solving skills, as well as the ability to manage and motivate a team. Previous experience in technical support and customer service is highly preferred.
Additionally, you will need to be proficient in using various software and tools, including customer relationship management (CRM) software, project management tools, and other technical support-related software.
Physical Demands:
The Technical Support Specialist Manager Intern role is primarily a sedentary job that requires sitting for long periods while working on a computer. However, you may need to occasionally stand, walk, or lift light objects.
Tools and Technologies Used:
As a Technical Support Specialist Manager Intern, you will use a variety of tools and technologies to manage technical support and customer service operations. This may include CRM software, ticketing systems, project management tools, and communication tools such as email, chat, and telephone. You may also use various collaboration tools, such as video conferencing software and screen sharing software, to communicate with team members and customers.Work Style: The Technical Support Specialist Manager Intern should have good problem-solving skills and should be able to troubleshoot technical issues quickly. They should be able to multitask and work efficiently under pressure. Attention to detail, the ability to work independently, and an eagerness to learn and apply new skills are essential.
Working Conditions: The Technical Support Specialist Manager Intern may work in a fast-paced, high-intensity environment that requires flexibility and adaptability. They may be required to work irregular hours, including evenings and weekends, to ensure that client issues are resolved in a timely fashion.
Team Size and Structure: The Technical Support Specialist Manager Intern will work closely with a team of technical support specialists and supervisors. They will be responsible for managing the team, assigning tasks and priorities, and ensuring that all work is completed on time and to a high standard.
Collaboration and Communication Requirements: The Technical Support Specialist Manager Intern will be required to collaborate effectively with other departments, including engineering, product management, and customer success teams. They should have excellent verbal and written communication skills and be comfortable presenting technical information to non-technical stakeholders.
Cultural Fit and Company Values: The Technical Support Specialist Manager Intern should be aligned with the company's values and culture, which may include a focus on teamwork, customer success, and innovation. They should be results-driven, passionate about technology and customer experience, and committed to continual learning and improvement.