Client Technical Support Rep Resume Sample
Anthony Ortiz
943 Funk Expressway,
Houston,
TX
+1 (555) 545 1481
Work Experience
Client Technical Support Rep, Senior
05/2015
-
PRESENT
Phoenix, AZ
- Respond to non-routine inquiries through phone or e-mail contact with customers and prospects about the company’s products or services
- Work with globally dispersed teams, organize and schedule work effectively
- Client Branded App (CBA) Smartphone Branding - updating icons/badges for new CBA Mobiliti ASP FI's
- CBA Tablet Branding - updating icons/badges for new CBA Mobiliti ASP FI's
- SAML Certificate Updates - uploading certificates into pre-production environment and exporting to production
- Serves as a contact to direct resources and activities within the Fiserv organization as it relates to Client operational issues
- Applying analytical skills across issues to identify trends
- Collaborating with other Fiserv teams / Business Units to research and resolve client issues
Client Technical Support Rep
05/2008
-
02/2015
Houston, TX
- Proactively identifies opportunities for internal process improvements
- Prior call center or help desk experience required
- Respond to customer inquiries received via telephone, email, ticketing system or matrix team members following documented procedures to resolve issues and meet published service levels
- Handle moderately complex issues by analyzing and resolving problems for customers and communicating the status through to the best solution for the problem
- Escalate issues to matrix teams, CBS management and/or clients following defined procedures
- Clearly and accurately communicate support-related information both verbally and in writing to customers and team members while adhering to documentation and procedural requirements
- Develop and maintain excellent working relationships with customers and team members and exceed client service level and satisfaction standards in all customer contacts
- Support application testing efforts as needed
- Be flexible to anticipate and meet the needs of a fast-paced 24x7 support environment to work as a team and do whatever is required to lead client support situations
Client Technical Support Rep Card Services
04/2004
-
12/2007
Los Angeles, CA
- Simulate or recreate your clients' problems to analyze and resolve their user operating difficulties
- Interact with other department personnel and offer your technical assistance while communicating customer suggestions for enhancements
- Serves as a contact to direct resources and activities within the Fiserv organization as it relates to Client operational issues, with the objective of driving issue resolution
- Leverage technical, analytical and problem solving skills and tools to research issues and provide thorough application support
- Handle moderately complex issues analyzing and resolving problems for customers by figuring out and explaining the best solution for the problem
- Raise issues to management and/or clients following defined procedures
- Intermediate proficiency with PC/Windows related software (MS Office) - required
- High ability to multi task and handle multiple products on multiple systems
- The ability to spend majority of the day engaged in telephone discussion with customers
Education
Langston University
1998 - 2003
Bachelor's Degree in Business
Professional Skills
- Strong interpersonal and social skills with good follow-up skills and attention to detail
- Superb communication skills, ability to work independently and strong organizational skills
- Strong communication skills - able to effectively communicate technical information in non-technical terms
- Excellent social skills including ability to maintain professional presence always
- Strong Communication (both written, presentation and verbal) skills
- Excellent customer service, communication and active listening skills
- Good communication skills - able to effectively communicate technical information in non-technical terms
How to write Client Technical Support Rep Resume
Client Technical Support Rep role is responsible for troubleshooting, techniques, research, building, analytical, software, mac, initiative, relationship, finance.
To write great resume for client technical support rep job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Client Technical Support Rep Resume
The section contact information is important in your client technical support rep resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Client Technical Support Rep Resume
The section work experience is an essential part of your client technical support rep resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous client technical support rep responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular client technical support rep position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Client Technical Support Rep resume experience can include:
- Solid PC (MS Office) skills and the ability to type 35 wpm or greate
- Excellent communication skills required (English)
- Utilize technical, analytical and problem solving skills and tools to research issues and provide thorough application support
- The ability to work effectively with minor supervision
- Type of work experience required – Experience in USA Financial Technical Helpdesk
- Confirmed PC (MS Office) skills & ability to type 35WPM+
Education on a Client Technical Support Rep Resume
Make sure to make education a priority on your client technical support rep resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your client technical support rep experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Client Technical Support Rep Resume
When listing skills on your client technical support rep resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical client technical support rep skills:
- Demonstrated experience analyzing complex client issues (like Aggregation Bugzilla issues) and tracking to resolution
- Demonstrated experience analyzing complex client issues and tracking to resolution
- Experience – 5-8 years’ experience in credit card support from a technical aspect
- Effectively communicate technical information in non-technical terms
- Demonstrated experience in a role responsible for Client Support via phone / email or assigned ticketing process
- Experience providing a client-facing support using a ticketing system is required
List of Typical Skills For a Client Technical Support Rep Resume
1
Skills For Client Technical Support Rep, Senior Resume
- Hands on experience in writing PowerShell Scripts
- Experience working in a Support, Operations, Customer Service or related field
- Proven ability to lead team members and organize the assignment of issues to other team members and ensure SLAs are being met
- Confirmed experience working well in a close team environment within a call center or help desk environment required
- Supervisory/Management experience required - No
- Experience in application support
- Good knowledge of browsers and internet, MS Office (PowerPoint, Excel and Word)
- Working understanding of one or more of the following: XML, Webservices, Oracle SQL
- Working understanding of one or more of the following: XML, Web-Services, Oracle SQL
2
Skills For Client Technical Support Rep, Associate Resume
- Familiarity with batch job scheduling software such as CA Workload Automation
- Well versed in .Net programming language
- Demonstrated experience with Monitoring tools and ability to use those tools to proactively make and recommend changes based on issues or trends prior to Clients’ experiencing issues
- Provide appropriate personnel a precise understanding of user's issues when the problem needs to be escalated to a higher level
- Professional understanding of voicemail email and chat etiquette
- Work in a fast-paced environment, with daily processing efficiency requirements
- An understanding of basic helpdesk knowledge very useful
- Attention to detail with the ability to multi task and support the needs of multiple clients at a time, following up with clients as needed
3
Skills For Client Technical Support Rep-online Banking Resume
- Willingness to work in a team environment and within an Agile methodology
- Proven use of a computer based ticketing system to create, track and/or resolve service requests related to non-routine client inquiries through phone or email contact
- Proven ability to utilize multiple sources of information to stay updated on progress of complex issue resolution
- Working understanding of one or more of the following: XML, Webservices, Oracle SQL,
- Working in a team environment supporting mission critical applications and customers
- Banking, financial services, and/or software industries in hosted or cloud-based environments is desired
4
Skills For Client Technical Support Rep, Tech Lead Resume
- Able to work holidays, weekends, or extended hours as business needs dictate
- Quickly learn a new application and teach others
- Proficient oral and written communication skills, Excellent relationship building skills, Ability to diffuse tense client situations or escalations, takes initiative to use references, knowledge bases and troubleshooting techniques with the goal of first contact resolution
- Proven ability to perform the following: clarify client issue, initial problem diagnosis, selecting / explaining solutions; expediting correction or adjustment, identify trends and seek resolutions
- Experience in applicable field
- Analytical and troubleshooting skills - Experience investigating and diagnosing problems with software products, web browsers, Windows and Mac operating systems, file transfer protocols (FTP, SFTP, etc.)
5
Skills For Client Technical Support Rep Card Services Resume
- Experience providing on-call 24x7 support
- Experience working with mobile and tablet applications
- Knowledge of Training Tools and Microsoft Office products – Word, Excel, PowerPoint
- Anticipate areas of difficulty and/or questions and quickly adapt training or documentation to meet the needs of clients
- Participation in change management and incident management processes
- Analyze and solve complex problems to identify root cause information
- Self-starter and results oriented to be able to learn and contribute with limited direction
6
Skills For Client Technical Support Rep, Professional Resume
- Education - Graduation / Post Graduation
- HDI Analyst certifications useful
- Excellent oral and written communication skills with attention to accuracy detail, Excellent relationship building skills, Ability to diffuse tense client situations or escalations, takes initiative to use references, knowledge bases and troubleshooting techniques with the goal of first contact resolution
- Proficient in MS Office (PowerPoint, Excel and Word)
- Take initiative and drive process changes for improvements
- Leverage tools to research issues and provide thorough application support
- Actively finds opportunities for internal process improvements
7
Skills For Card Services Client Technical Support Rep Resume
- Excellent oral and written skills with attention to accuracy detail, Excellent relationship building skills, Ability to diffuse tense client situations or escalations, takes initiative to use references, knowledge bases and troubleshooting techniques with the goal of first contact resolution
- Excellent relationship building skills, ability to diffuse tense client situations or escalations, take initiative to use references, knowledge bases and troubleshooting techniques with the goal of first contact resolution
- Previous experience working in a financial institution or bank is helpful, with a focus on knowledge of cards (i.e. client support, production, transaction routing, chargebacks, adjustments, etc.), ATMs, and/or network balancing
- Knowledge of payment processing and/or back office banking experience
- Previous experience in a financial institution with a focus on cards (i.e, client support, production, transaction routing, chargebacks, adjustments, etc.) ATM's and/or network balancing
8
Skills For Client Technical Support Rep Resume
- Experience providing a client-facing support using a ticketing system
- Proven attention to detail with the ability to multi task and support the needs of multiple clients at a time, following up with clients as needed
- Experience with digital images and image formatting
- We seek a Client Tech Support Rep with lending experience in the financial industry
- Experience working with application support
9
Skills For Client Technical Support Rep, Senior Resume
- Experience working with application support or within the financial services industry
- Familiarity with Microsoft Office products, Windows NT, 2000 and/or XP experience helpful
- Previous Loan experience with financial institution
- Banking, financial services, and/or software industries in hosted or cloud-based environments
- Work in a fast-paced environment, with daily processing efficiency requirement
- Make decisions and tackle problems independently while adhering to policies and procedures
- Knowledge of remote desktop, VPN, Lync and RAS connections
10
Skills For Client Technical Support Rep, Associate Resume
- Work independently/minimal supervision/self starter
- Proficiency with computers and Microsoft Office
- The ability to work with all levels associates and managers for both internal and external customers
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