Written By: Rebecca Andruszka, Op-Ed Writer
Are you a tech genius? Do your family members turn to you when have a computer or smartphone problem? Are you the sort of person who wants to solve the root causes of problems rather than just address the symptoms? If so, you might be a great fit for a remote technical support position.
As a remote technical support person, you will help customers diagnose and fix problems that they are having with your company’s product or general technical issues. Some of these positions still rely mostly on phone assistance, but more and more there are live chat features, screen sharing, and remote access of the customer’s computer. In most cases, you will need to provide your own computer, phone, and internet access, as well as webcam, USB headset, and potentially even a certain amount of memory to best serve your clients. Many companies are looking for 24/7 coverage, which makes it a great opportunity for remote work.
Potential employers will hire you for your technical expertise, but in order to be successful, you will still need to have good people skills. There is a stereotype that all tech support positions are staffed by cranky nerds with no social skills—and many of us have probably had an experience with someone like that. However, there are a lot more people out there with a lot more technical experience these days, so a know-it-all attitude will not help you keep a position like this.
Building a career in remote tech support
Although many positions do not require more than a high school diploma, they do require certification in A+, Microsoft Certified Solutions Expert (MCSE), or other programs. There are multiple study guides and resources available online, and certification tests can cost from $200-900. Having these certifications as well as learning programming languages will qualify you for a higher salary (salaries for these positions start at approximately $25,000-54,000, according to Glassdoor), as well as potential promotions. If you are not sure that you want to invest this much right away, you may want to consider starting with a more generic customer service position at a tech company first.
There are generally three tiers of support tech positions. When you start out in an entry-level position, you will be one of the first people who are attempting to help the customer solve their issue. This position may require more patience, as some of these common problems may result from user error. Understanding how and why your clients use your program will help you better address their issues.
Once you have a bit more experience, you might become one of the people who address more complex problems. Then you will be talking to customers who have already discussed their problem with one technician, and may be nervous knowing that their issue has been escalated to a more experienced member of the team. If your company offers remote control troubleshooting, this is usually when it comes in most handy. Because these problems are more complex, you will have to be able to think on your feet and remain cool-headed and professional even if you have no idea what is going on with the customer’s issue.
When you become an expert-level technician, you will take on the toughest problems as well as proactively developing solutions for known issues. You may work with other parts of the company to advise on updating or redesigning the program in order to make it more user friendly. Because you need to know the company’s tools extremely well in order to meet these qualifications, you should expect that it will be easier to move up the ladder in one company rather than changing employers frequently.
Other Paths
If you are not interested in focusing on a single company or program, you should consider acting as tech support for a non-tech related company or organization that needs IT support for their staff. This would allow you to work with a smaller range of people and greater range of programs and problems. There will likely be a number of small issues that can be easily cleared up (“Oops, it turns out the Number Lock key wasn’t pressed.”) to long-term small issues (e.g. the office printer) as well as some long-term issues requiring more intensive work on your behalf (such as networking computers for multiple locations). In some cases, you may even help the company with technology planning, which could include advising on hardware purchases, revamping their online security, or recommending ways to simplify their processes.
You might be able to find positions directly with the company for whom you would work, but to ensure steady work for yourself, it may be a better solution to find an agency that provides these services to a number of clients. That will also save you from having to worry about billing, insurance, and all of the overhead you would need to essentially run your own small business.
Remote technical support is a great way to combine your tech skills, people skills, and ensure a flexible, work-from-home schedule. Good luck finding the right role for you!
About the Author
Rebecca Andruszka is a virtual remote worker living in Denver, CO. She has written for a number of online publications about workplace issues, including The Muse and ProfessionalGal. When she isn’t working, she enjoys going to the movies in the afternoon, walking her dog, and volunteering for local nonprofits.
