Customer Liaison Career

Job Description: Provide technical assistance to computer users. Answer questions or resolve computer problems for clients in person, or via telephone or electronically. May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.

*A job as a Customer Liaison falls under the broader career category of Computer User Support Specialists. The information on this page will generally apply to all careers in this category. We are still seeking more specific information about this career from experts in this field. If you can provide us with more information, .

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Customer Liaison Career

What Customer Liaisons do:

  • Answer user inquiries regarding computer software or hardware operation to resolve problems.
  • Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
  • Refer major hardware or software problems or defective products to vendors or technicians for service.
  • Enter commands and observe system functioning to verify correct operations and detect errors.
  • Oversee the daily performance of computer systems.
  • Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
  • Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
  • Prepare evaluations of software or hardware, and recommend improvements or upgrades.
  • Develop training materials and procedures, or train users in the proper use of hardware or software.
  • Read trade magazines and technical manuals, or attend conferences and seminars to maintain knowledge of hardware and software.
  • Confer with staff, users, and management to establish requirements for new systems or modifications.
  • Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities.
  • Modify and customize commercial programs for internal needs.
  • Inspect equipment and read order sheets to prepare for delivery to users.
  • Conduct office automation feasibility studies, including workflow analysis, space design, or cost comparison analysis.
  • Hire, supervise, and direct workers engaged in special project work, problem solving, monitoring, and installing data communication equipment and software.

What work activities are most important?

Importance Activities

Interacting With Computers - Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.

Getting Information - Observing, receiving, and otherwise obtaining information from all relevant sources.

Making Decisions and Solving Problems - Analyzing information and evaluating results to choose the best solution and solve problems.

Updating and Using Relevant Knowledge - Keeping up-to-date technically and applying new knowledge to your job.

Communicating with Supervisors, Peers, or Subordinates - Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.

Identifying Objects, Actions, and Events - Identifying information by categorizing, estimating, recognizing differences or similarities, and detecting changes in circumstances or events.

Processing Information - Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.

Analyzing Data or Information - Identifying the underlying principles, reasons, or facts of information by breaking down information or data into separate parts.

Establishing and Maintaining Interpersonal Relationships - Developing constructive and cooperative working relationships with others, and maintaining them over time.

Organizing, Planning, and Prioritizing Work - Developing specific goals and plans to prioritize, organize, and accomplish your work.

Documenting/Recording Information - Entering, transcribing, recording, storing, or maintaining information in written or electronic/magnetic form.

Evaluating Information to Determine Compliance with Standards - Using relevant information and individual judgment to determine whether events or processes comply with laws, regulations, or standards.

Thinking Creatively - Developing, designing, or creating new applications, ideas, relationships, systems, or products, including artistic contributions.

Repairing and Maintaining Electronic Equipment - Servicing, repairing, calibrating, regulating, fine-tuning, or testing machines, devices, and equipment that operate primarily on the basis of electrical or electronic (not mechanical) principles.

Interpreting the Meaning of Information for Others - Translating or explaining what information means and how it can be used.

Provide Consultation and Advice to Others - Providing guidance and expert advice to management or other groups on technical, systems-, or process-related topics.

Training and Teaching Others - Identifying the educational needs of others, developing formal educational or training programs or classes, and teaching or instructing others.

Monitor Processes, Materials, or Surroundings - Monitoring and reviewing information from materials, events, or the environment, to detect or assess problems.

Inspecting Equipment, Structures, or Material - Inspecting equipment, structures, or materials to identify the cause of errors or other problems or defects.

Developing Objectives and Strategies - Establishing long-range objectives and specifying the strategies and actions to achieve them.

Coordinating the Work and Activities of Others - Getting members of a group to work together to accomplish tasks.

Assisting and Caring for Others - Providing personal assistance, medical attention, emotional support, or other personal care to others such as coworkers, customers, or patients.

Communicating with Persons Outside Organization - Communicating with people outside the organization, representing the organization to customers, the public, government, and other external sources. This information can be exchanged in person, in writing, or by telephone or e-mail.

Scheduling Work and Activities - Scheduling events, programs, and activities, as well as the work of others.

Controlling Machines and Processes - Using either control mechanisms or direct physical activity to operate machines or processes (not including computers or vehicles).

Performing Administrative Activities - Performing day-to-day administrative tasks such as maintaining information files and processing paperwork.

Handling and Moving Objects - Using hands and arms in handling, installing, positioning, and moving materials, and manipulating things.

Estimating the Quantifiable Characteristics of Products, Events, or Information - Estimating sizes, distances, and quantities; or determining time, costs, resources, or materials needed to perform a work activity.

Resolving Conflicts and Negotiating with Others - Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.

Coaching and Developing Others - Identifying the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.

Performing General Physical Activities - Performing physical activities that require considerable use of your arms and legs and moving your whole body, such as climbing, lifting, balancing, walking, stooping, and handling of materials.

Drafting, Laying Out, and Specifying Technical Devices, Parts, and Equipment - Providing documentation, detailed instructions, drawings, or specifications to tell others about how devices, parts, equipment, or structures are to be fabricated, constructed, assembled, modified, maintained, or used.

Judging the Qualities of Things, Services, or People - Assessing the value, importance, or quality of things or people.

Monitoring and Controlling Resources - Monitoring and controlling resources and overseeing the spending of money.

Repairing and Maintaining Mechanical Equipment - Servicing, repairing, adjusting, and testing machines, devices, moving parts, and equipment that operate primarily on the basis of mechanical (not electronic) principles.

Guiding, Directing, and Motivating Subordinates - Providing guidance and direction to subordinates, including setting performance standards and monitoring performance.

Holland Code Chart for a Customer Liaison