Customer Support Analyst Resume Sample
Anderson Feest
415 Russel Ways,
San Francisco,
CA
+1 (555) 689 0141
Work Experience
Senior Customer Support Analyst
06/2017
-
PRESENT
Phoenix, AZ
- Manage a queue of Financial cases, prioritizing issues based on severity and customer impact
- Handle sensitive escalation issues
- Use your energy, drive, adaptability and enthusiasm to perpetuate the positive vibes throughout the company
- Manage workload inventory
- Work directly with the client in requesting work and determining areas of pending concentration for recruiting to target areas of Interest
- Tracking trend's in certain areas within the regions
- Help new training investigators move through the on boarding stages
Customer Support Analyst
03/2011
-
01/2017
Phoenix, AZ
- Act as a temporary hiring manager to new background investigator
- Place new investigators into a training class and through mentoring
- Work carefully with the training team on class organization
- Provide advanced technical support via phone, SalesForce cases and email
- Critical thinking and analysis of complex technical/escalated issues ranging from probing questions, troubleshooting, to resolution
- Provide feedback into the Customer Care team via training and educating Care Reps as required
- Troubleshoot cases sent from Customers, Customer Care team, Sales or SOS to identify problems and look for either resolution or complete further hands-on troubleshooting
- Refer cases to L1, Engineering or software for review if issues cannot be resolved by Specialist team
- Track and monitor progress of cases that are worked on and ensure internal & external customers are apprised of status and kept updated with resolution
Customer Support Analyst, Naples Italy
01/2008
-
02/2011
San Francisco, CA
- Devise solutions and document them into processes/training for rest of Customer Care team; assist with training new hire and Customer Care team
- Assist Customers, Customer Care, SOS, IS and Sales Team with product questions and trouble-shooting questions via Salesforce Cases, email, or phone
- Notify applicable internal and external customers of product alerts as communicated by the Software or Hardware team. (an example for this could be new release/L1 notes)
- Inform team if new issues are uncovered at specialist meetings. Ensure rest of CC team, Sales/ CSM team is fully informed of all new product/software issues
- Coordinate with other depts. to ensure positive customer experience. (Escalation teams, Sales, L1 and Engineering Teams to handle a variety of other functions)
- Provide quality service by comprehending procedures and continued product knowledge in pursuit of resolving customers issues
- College education in Computer Science, Engineering or related field, or equivalent experience
Education
University of Mount Union
2003 - 2008
Bachelor's Degree in Computer Science
Professional Skills
- Demonstrate problem solving, analytical and strong customer service skills
- Strong organizational skills with an ability to work well under stringent deadlines and shifting priorities
- Working experience including skills in:Internet Explorer, Chrome, Firefox, Safari and Microsoft Excel and Word
- Excellent problem solving and decision making skills - able to make sound judgments by balancing the needs of the customer as well as the needs of the company
- Exceptional communication skills: experience using the telephone as your primary communication tool but equally comfortable in face-to-face meetings
- Strong negotiation and conflict resolution skills, adept at rapid problem solving
- Strong communication skills, including the ability to actively listen to the customer and be able to negotiate where needed
How to write Customer Support Analyst Resume
Customer Support Analyst role is responsible for customer, english, research, technical, excel, software, troubleshooting, analytical, spanish, microsoft.
To write great resume for customer support analyst job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Customer Support Analyst Resume
The section contact information is important in your customer support analyst 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 Customer Support Analyst Resume
The section work experience is an essential part of your customer support analyst 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 customer support analyst responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular customer support analyst position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Customer Support Analyst resume experience can include:
- Computer navigation and operation skills, prior experience with Microsoft office required, SQL experience desired
- Strong Verbal and Written Communication Skills, Self Motivated, Time Management, Detail Orientated, Thoroughness, Organized and Research Skills
- Proven organizational skills with ability to effectively manage multiple projects
- Demonstrate a mix of technical and customer service skills and be passionate about technology and helping End Users
- Excellent listening skills and the ability work across other organizations to maximize cross-department cooperation and efficiency
- Excellent written, oral, and interpersonal communication skills (English is essential)
Education on a Customer Support Analyst Resume
Make sure to make education a priority on your customer support analyst resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your customer support analyst 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 Customer Support Analyst Resume
When listing skills on your customer support analyst 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 customer support analyst skills:
- Strong skills in data identification, integration, validation, interpretation, database manipulation, and reporting in excel
- Excellent organisational/time management skills; able to discern priorities from urgencies and able to work under tight deadlines and pressure
- Excellent communication skills - we are people, helping other people
- Excellent relationship building skills with ability to interface with various internal support partners to derive solutions and negotiate changes to production
- Demonstrated problem solving, analytical and expert customer service skills
- Use own initiative to solve problems: ability to turn quality work around in quick timescales and able to prioritize effectively
List of Typical Experience For a Customer Support Analyst Resume
1
Experience For Senior Customer Support Analyst Resume
- Maintaining good relationships with other staff that support the performance of your work and promote good morale
- Effectively communicate with and influence other working groups
- Exceptional listening skills: the ability to actively seek for details and develop a response that moves the situation forward
- Analyze and solve complex problems and effectively handle escalations following procedural guidelines
- Effectively communicate information to a diverse audience of customers, both internally and externally, maintaining a professional appearance and demeanor
- Communicate effectively and professionally with reporting managers, team members, users, and internal/external customers
- Prior experience in report building
2
Experience For IT Customer Support Analyst Resume
- Customer-facing experience in technical aptitude with those customers or technical help desk experiences
- Develops SME skills in one or two systems, services or processes
- Develops SME skills in three or more systems, services or processes
- Communicate effectively with various levels in the organization (written and oral)
- Coaching and Mentoring: Mentors less experienced personnel
- Demonstrated ability to learn new technology, including but not excluded to all Operating Systems, networking, connectivity, Internet protocol
- At least one year of experience providing functional troubleshooting/support for OCLC’s products and services
3
Experience For Transaction Banking Customer Support, Analyst Resume
- Experience resolving problems with local area networks, firewall/proxy servers, database servers, Internet/Web servers, and server operating systems
- At least one year of customer service experience providing functional troubleshooting/support of complex online services, software and systems
- Experience in Financial Services, preferably around loan accounting, credit risk, finance, and/or banking
- Skill in problem solving/troubleshooting
- 1-2 yrs. experience with configuring and troubleshooting Internet Information Server (IIS)
- Applies independent thinking to assess root cause and provide effective resolution or problem management
- Encourages customers to leverage online resources to enhance understanding and experience
- Encourages customers to leverage online resources to improve user understanding and experience
- Perform validation checks of uploads, file processing and select Point of Sale Reports
4
Experience For Customer Support Analyst, Naples Italy Resume
- Management of on-going resolution scenarios to ensure timely response and appropriate prioritization
- Experience working on both iOS and Windows Devices
- Demonstrated time management, organizational, quantitative, analytical, and problem-solving abilities
- Ad-hoc reporting experience with longitudinal data
- A good team player and willing to work under pressure
5
Experience For Customer Support Analyst, Senior Resume
- Approachable and able to deal with people of varying levels; knowledge and experience
- Enter all customer related information, questing for accurate and concise data for the creation of valid reports into the Work Order system
- Previous experience of working within a 1st line support role
- Evaluates and determines the most cost effective and efficient approach for fulfilling customer’s requests
- Have an excellent customer service focus used to working under pressure
6
Experience For Customer Support Analyst Tech Services Sys Resume
- Complete issue testing and validation for defect identification of reported issues
- Solid understanding of Internet, desktop and mobile computer technology
- Experience using telephony, applications and support systems to manage high volumes of customer contacts
- Have an excellent customer service focus, used to work in an SLA driven environment and used to working under pressure
- Strong understanding of Internet and computer technology
- Solid understanding of Internet and computer technology
7
Experience For Deams Customer Support Analyst Resume
- Highly skilled operating business machines
- Proven application of advanced understanding of Billtrust product(s), processes, data workflows, and web application(s)
- Summarizes, analyzes and prioritizes the customer issue and recommend appropriate solutions
- Delivers prompt, effective and professional solutions to customer problems or inquiries
- Develops, maintains and demonstrates knowledge of the products and services offered
- Identifies and implements process improvements to enhance support functions efficiency and effectiveness
- Two (2) years of IT Service Desk or related work experience
- A background with customer service and user experience deliver
8
Experience For Customer Support Analyst Senior Resume
- Past experience in a fast-paced environment required; Need to be able to quickly respond to assignments
- Demonstrated ability to develop and maintain relationships in a diverse business environment and to understand complex concepts and processes quickly
- Approach proactively to enhance customer’s experiences of bank’s TB services
- Demonstrate flexibility in an environment of constant change and fluctuation
- B.S. in Finance or Information Systems, Computer Science or related field or equivalent experience
- Work closely with IT teams on change management to minimize end user impact and experience
- Call center or Customer Service Experience!
- Demonstrated exceptional ownership and orientation toward customer service
- Demonstrate an owner’s attitude towards customers and customer service issues
9
Experience For Flexconnect Customer Support Analyst Resume
- Sourcing and organising branded merchandise for training and events whilst ensuring to comply with exporting trade compliance
- Onboarding carriers to our platform - sending and receiving files, using ingenuity and persistence to solve challenging problems, (ie. EDI, CSV, XML, etc.)
- Managing the logging, tracking and progress of internal and external problems/incidents within relevant SLA’s and KPI’s
- Creating, Maintaining and updating appropriate internal documentation
- Verifying knowledge by researching and consulting with internal SME’s
- Willing to do Shifts (Morning, Mid or night shift) including weekends / public holidays as needed
- Working with the Customer Success Team in identifying and proposing application system changes, better uses, enhancements and developments
10
Experience For Cash Vault Customer Support Analyst Resume
- Working knowledge of troubleshooting methodologies on operating systems: Windows (XP and higher) and Linux
- Documenting all aspects of troubleshooting, resolution, attachments and any other pertinent information in the trouble ticketing system
- Working with the customer to ensure an understanding of the current status and proactively alerting appropriate personnel to potential issues
- Assisting customers in the procurement of parts. Work closely with supply chain and other functional teams to remove barriers in meeting customer needs
- Provisioning new users, managing department user licenses
- Working knowledge of banking or remittance industry beneficial
List of Typical Skills For a Customer Support Analyst Resume
1
Skills For Senior Customer Support Analyst Resume
- Excellent written and oral communications skills in English required
- Excellent written and oral communications skills in English and German required
- Thorough knowledge and high-level skills and experiences of computer hardware and software installation, configuration and maintenance
- Excellent written and oral communication skills in English and German required
- Excellent verbal and written communication skills in English & Spanish are required
- Computing Skills - Microsoft Operating Systems/Applications, Apple Operating Systems
- Outstanding written and verbal communication, research skills, ability to read instructional and technical documentation
- Strong researching and problem-solving skill, including the ability to analyze, compare, evaluate, reconcile and order data
2
Skills For IT Customer Support Analyst Resume
- Experiences in creating process documents, Use Cases etc. using tools like Visio is good to have
- Experience with a call management system or Customer-facing phone experience
- Possess decision making skills and ability to deal with ambiguity
- Demonstrated experience with troubleshooting in UNIX systems and/or Oracle databases
- Remarkable interpersonal, verbal and written communication skills with an exceptional attention to detail when managing customer inquiries
- Demonstrated experience building relationships across the organization
3
Skills For Transaction Banking Customer Support, Analyst Resume
- Communicate ideas and thoughts effectively to distributed to cross-functional teams
- Great organisational and interpersonal skills
- Experience of financial services and/or market data experience
- Able to work effectively in high-stress situations and a fast-paced environment
- Communicate effectively in English and Thai
- Oral and written communication skills is required
- Interact and effectively answer inquiries directly from Sr. leadership
- Rock Star Customer Service skills!
- Cultivate skills and capabilities of the Coordinators
4
Skills For Customer Support Analyst, Naples Italy Resume
- Organizing technical information already gathered for inclusion in the KB, validating legacy information for relevance and archiving legacy artifacts
- Working knowledge or experience with Windows based operating systems and networking fundamentals
- Working knowledge or experience with database administration, relational databases and database technologies (MS-SQL is ideal)
- Working independently & as an effective team member
- Experience working in a team environment and at ease identifying issues and raising questions
- Four or more years’ experience supporting or implementing Payroll solutions
5
Skills For Customer Support Analyst, Senior Resume
- Able to deal with the stress related to resolution time-frames and conflicting/competing priorities
- Experience supporting or implementing Compensation solutions
- Able to deal with the stress related to resolution time frames and conflicting/competing priorities
- Four or more years’ experience supporting or implementing Student solutions
- Excellent knowledge of Computer Programming, Computer Operating Systems, Network Communications and Software Packages
- Experience with organizing and analyzing large volumes of data
- Experience working in analytics/reporting tools, databases, SQL
- Experience using a trouble ticketing system
6
Skills For Customer Support Analyst Tech Services Sys Resume
- Experience supporting Equipment and Applications: PCs, word processing, spreadsheets, database software and report generators
- Effective issue tracking and administration to resolution
- Experience using Salesforce and JIRA
- Financial & Staffing experience
- Successful track record of managing multiple urgent priority issues concurrently
- Experience supporting software delivery and support for one or more of the SAP, Oracle, Salesforce, Kronos, Cornerstone, or other SaaS
- 6 months experience providing CRM (customer relationship management) or workflow software support
7
Skills For Deams Customer Support Analyst Resume
- Client facing related work experience
- Previous experience in working within Software Support is an advantage
- Strong understanding of web related technologies (i.e. HTML, CSS, Web Proxy, XML)
- History of proven success within Billtrust Customer Support, supporting our diverse customer base
- Functional experience implementing Microsoft Dynamics AX
- Demonstrable working experience in a business environment
8
Skills For Customer Support Analyst Senior Resume
- Three years’ experience working with large customer accounts
- Experience in troubleshooting software applications and process problems
- Experience with Contact Center and Order Management reporting and metrics
- Experience in communicating with global customer(s) via phone and email (verbal English proficiency)
- Demonstrate and articulate issues and bring work towards resolution
- Experience working directly with customers to troubleshoot technical or service issues and to drive higher levels of customer satisfaction
- Experience using complex business information systems such as CRM, report generation, Power Point, and business process documentation
- Technical support experience directly serving customers thourgh hands-on desk side support, telephone support and email communication
- Solid understanding of desktop management strategies, preemptive support and remote support technologies
9
Skills For Flexconnect Customer Support Analyst Resume
- Some Networking experience beneficial
- Provide quality and quantity of work product in accomplishing job task and assignments for the good of our clients and company’s needs
- Work with ever changing priorities
- Strong understanding of Internet, desktop and mobile computer technology
- Technical experience includes diesel or gas technician or service writer
- Experience with Apple/Macintosh device support in an enterprise environment
10
Skills For Cash Vault Customer Support Analyst Resume
- Documentation and knowledgebase experience
- OCA or OCP certified on Oracle 11g or higher is a strong advantage
- Experience with Java, C#, etc
- Experience with the Government/DoD Contract Environment
- Understand/experience with Business Management practices & principles
- Evaluates training effectiveness and continuously improves the training process
- Prioritizes and responds to ad-hoc reporting requests
- Work cross-functionally with Integrations, Development, and Reporting to continuously improve the customer experience
List of Typical Responsibilities For a Customer Support Analyst Resume
1
Responsibilities For Senior Customer Support Analyst Resume
- Strong Remedy skills - Strong Customer relation and leadership skills
- Computer literacy with Microsoft Office - strong PowerPoint and Excel skills
- Strong time management and high levels of personal organization skills
- Effective communication and administrative skills
- Excellent communications skills- verbal and written
- Effectively communicate & coordinate with development and project teams
- Providing CA Employees with outstanding User Experience
- Experience of working with non-profits or development offices
2
Responsibilities For IT Customer Support Analyst Resume
- Manage a queue of Student cases, prioritizing issues based on severity and customer impact
- Manage a queue of Compensation cases, prioritizing issues based on severity and customer impact
- Demonstrated ability to apply logical reasoning to situations and derive workable solutions to low complexity problems
- Great to have: experience with QuickBooks, ERP, Sage product line, held a position working under an accountant, tax preparation, computers and technology
- Experience working with technical business units and proficiency in learning new technology
- Experience with technical and functional support/troubleshooting of complex online services, software, and systems
3
Responsibilities For Transaction Banking Customer Support, Analyst Resume
- Experience
- Excellent knowledge of third party software and environments, especially MS-Windows and communications software
- Demonstrated ability to develop and maintain relationships in a diverse business environment
- Effective time management capabilities
- Experience with SQL particularly Oracle and/or MS SQL Server database
4
Responsibilities For Customer Support Analyst, Naples Italy Resume
- Windows systems experience
- Self-starter, able to take the initiative, but equally a good team player, and self-aware enough to ask for help early and often
- Demonstrated computer knowledge (Internet and Microsoft Office-Word, Excel and Outlook)
- Journey level required an additional one year of experience
- Advanced level required an additional two years of experience
- Demonstrates ability to work on multiple projects
- Experience as a Level 2 Technician
5
Responsibilities For Customer Support Analyst, Senior Resume
- Whilst not essential ITIL V3 certification and experience in Service Now is highly regarded
- Experience with end user support for software applications
- Communicate with customers and users in an effective manner
- Excellent knowledge of computer hardware and communications in a mid-range IT environment
- Experience with library workflow tools such as OPACs, discovery layers, academic research tools and other bibliographic records systems
- Customer support experience with Voyager or similar ILS system
- Excellent knowledge of computer hardware and communications environment
- Experiences in end-to-end delivery of at least 1 New Release/Solution Enhancement project
6
Responsibilities For Customer Support Analyst Tech Services Sys Resume
- Strong work ethic with a positive, team player mentality
- Typically has 3 to 5 years of IT work experience
- Maintains effective internal communications with sales and client service support to keep all apprised on activities with the client
- Demonstrate leadership in a dynamic environment
- Typically requires 6-7 years of relevant technical and business work experience
- Typically requires 5-6 years of relevant technical and business work experience
- Digital Prepress Experience
- Troubleshooting and responding to service desk tickets for software and hardware issues, including PC’s and peripherals in a networked environment
- Assisting with installing and de-installing software, PC’s and peripherals as required
7
Responsibilities For Deams Customer Support Analyst Resume
- Working with the Support Team Lead and Support Manager in identifying and proposing application system changes, better uses, enhancements and developments
- Analyzing information flow and reporting needs, working with clerical staff and management
- Maintaining database and spreadsheet applications to accommodate information gathering and reporting (MS-Access or SQL)
- Performing own work and providing assistance to others as directed
- Providing helpdesk support within a multi-discipline operating centre
- Troubleshooting and configuring basic network connectivity and settings for workstations and printers
- Being 24x7, responsible to provide coverage on weekends as well and 3 days during the week. This coverage is followed on a rotational basis within the team
- Providing user training and support for developed applications
8
Responsibilities For Customer Support Analyst Senior Resume
- Escalating problems not resolved within established service levels
- Ensuring work is performed in accordance to company policies, standards, and procedures
- Working through customer queries and challenges through to resolution
- Outstanding and consistent follow through until full resolution of a customer issue
- Outprocessing of computer equipment
- Providing initial and continued 1st line contact and communication with customers
- Understanding of SQL to access data in MS SQL or Oracle
- Understanding the workload metrics in Background Investigator capacity
- Providing IT Support to CA Employees
9
Responsibilities For Flexconnect Customer Support Analyst Resume
- Serving as conduit between the User Population and other IT Personnel
- Stepping the client through the replacement of the component (with the engineer’s guidance)
- Troubleshooting knowledge of JBOSS and Java
- Supporting MS Office
- Understanding of PDF workflows
10
Responsibilities For Cash Vault Customer Support Analyst Resume
- Willing to learn a new system
- Providing after-hour support required of our business environment
- Performing regular checks on internal and external systems
- Providing a quality support service to customers that meets or exceeds KPI’s / SLAs
- Outgoing, Proactive personality who is not afraid to take ownership
- Provide support to customers via SalesForce following documented troubleshooting instructions using EPS SalesForce workflow focusing on the following key items
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