Customer Support Technician Resume Sample
Edgardo Collins
2011 Kuhlman Crossroad,
Philadelphia,
PA
+1 (555) 582 1968
Work Experience
Senior Customer Support Technician
10/2015
-
PRESENT
New York, NY
- Has a good understanding of how the team integrates with others to achieve objectives
- Has good understanding of how the team integrates with others
- Provides technical support via telephone, email and chat
- Educates customers on the use of Xactware, Inc. products
- Assists in testing new and enhanced products
- Accurately records and maintains incidents in accordance with department standards
- Champions customer issues from feedback stage through delivery of solution
Customer Support Technician
02/2013
-
05/2015
Philadelphia, PA
- Assists Development and Implementation staff in resolving product issues
- Validates and reports customer submitted bug reports
- Participates in department team meetings
- Experience in a customer support environment, preferably in a high-tech setting
- Systematically and effectively troubleshoot problems while ensuring customer satisfaction within stated service level goals
- Listen effectively and understands the details of a customer’s issue
- Other responsibilities assigned by supervisor or manager
- Demonstrates understanding of internal systems and meets baseline skills for their use
- Demonstrates basic understanding of operations metrics and purpose
Divisional Customer Support Technician
11/2009
-
09/2012
Dallas, TX
- Demonstrates basic understanding of company mission and Greenway Health products
- Documents interactions (via phone, portal, and/or chat, as assigned) with customers via cases
- Completes all required training and demonstrates skills in areas to include Product, Systems and Customer Service (including professional interactions)
- Accurately tracks time in SalesForce tool
- Escalates unresolved customer cases as needed (L2, L3 other internal (NOC))
- Utilizes Knowledge Base in researching issues
- Complies with schedule and attendance policy
- Provide technical and how to support via telephone, email, instant message, etc
Education
University of Alaska Southeast - Ketchikan Campus
2003 - 2008
Engineer's Degree in Accounting
Professional Skills
- Demonstrated experience exhibiting problem solving skills in a Tier 1 environment
- Excellent writing skills and strong communicator with a fine-tuned attention to detail
- Strong analytical skills and experience troubleshooting software
- Interpersonal skills and organizational skills
- Strong customer service skills, with the ability to effectively problem solve, follow up on requests and implement changes when necessary
- Communication and interpersonal skills, ability to work effectively in a team environment, and have strong math and record
- Strong Customer Support skills Customer focused Prioritization of tasks Sense of Urgency
How to write Customer Support Technician Resume
Customer Support Technician role is responsible for languages, customer, speaking, microsoft, basic, organizational, software, training, troubleshooting, english.
To write great resume for customer support technician job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Customer Support Technician Resume
The section contact information is important in your customer support technician 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 Technician Resume
The section work experience is an essential part of your customer support technician 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 technician 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 technician position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Customer Support Technician resume experience can include:
- Communication - Demonstrate excellent written, verbal, and communication skills
- Strong computer/ technical skills, Word, Excel, Data Entry
- Strong communication skills Ability to work in a team environment
- Troubleshooting/Problem solving skills Ability to multi-task Adaptability; easily adapts to change and new processes Positive influence
- Build strong and effective working relationships with Engineering and Management organizations
- Prior experience supporting a help desk or call center
Education on a Customer Support Technician Resume
Make sure to make education a priority on your customer support technician 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 technician 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 Technician Resume
When listing skills on your customer support technician 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 technician skills:
- Demonstrated experience working independently under pressure and executing multiple tasks with competing priorities
- Excellent writing and editing abilities in additional to oral communication skills
- Strong time management skills that allow for minimal “down time” when shifting from one task to another
- Operate computers and peripheral equipment effectively
- Solid customer service skills both on the phone and in person
- Demonstrated expert communication skills to include both technical and non-technical stakeholders
List of Typical Experience For a Customer Support Technician Resume
1
Experience For Technical Customer Support Technician Resume
- Develop Operational skills by continuous learning and researching job related articles
- Organizational skills Able to adapt to change
- Manage time and assignments effectively and efficiently
- Color matching experience desired
- Highly skilled at explaining technical subjects to non-technical as well as technical customers
2
Experience For Divisional Customer Support Technician Resume
- Time Management - Ability to multi task, prioritize and work efficiently
- Prioritize tasks to be completed in the short-term
- At least a year of Customer Service work experience
- Operate in a professional and trustworthy manner
- Documenting potential opportunities for improving the application and communicating them to the software design team
- Providing first line technical support to customers, asking questions, and working to provide or explain possible solutions
- Using helpdesk software to log calls with descriptions of issues, progress, and solutions; following up on outstanding requests to ensure timely resolution
- Understanding of AWS (user management, networking and general cloud concepts)
- Developing customer support content, including quick-start guides, application overviews, and frequently asked questions
3
Experience For Senior Customer Support Technician Resume
- Setting up and managing a customer support management system (e.g., Zendesk or Intercom)
- Being a champion for customer concerns regarding possible product defects/design issues
- Providing support for questions and navigation help in all agency applications using a knowledge base or known errors database
- Understanding of Basic Programming concepts
- Scripting knowledge (Bash, PowerShell, Python, Perl)
- Responding to customer inquiries via email
- Providing real-time instructional support to customers
- Scheduling of the on-call support rota
4
Experience For Mobility / IT Customer Support Technician Resume
- Documenting Known Issues / Solutions on Internal Knowledgebase / Wiki
- Performing software installations on customer computers
- Resetting passwords in agency applications and network services
- Articulate programming logic to IT on file mapping and merging requirements
- Complete development tasks as assigned, including any necessary debugging or unit testing
- Microsoft SQL specifically writing/running basic SQL queries, XML, and related technologies including HTML and CSS
5
Experience For Associate IT Customer Support Technician Resume
- Chat customer support technicians assist engaging technical support, providing entitlement details, licensing queries, and online support
- Resolve issues related to design tools by collaborating with Rockwell Automation Engineering for support related to resolution of reported customer issues
- Produce clear instructions and troubleshooting sequence flows for customers needing help
- Work in a fast-paced environment, handling multiple assignments simultaneously while ensuring the customer’s issue has been addressed properly
- Receives and responds to inquiries regarding troubleshooting and use of computer software and/or hardware
6
Experience For GBS Customer Support Technician Resume
- Coordinates exchange of customer's malfunctioning device with operating device when necessary
- Identifies and assists in implementing any changes necessary to manage the accuracy of the troubleshooting trees and reference material
- Assist with identifying root cause of problems; manage and resolve issues in a constantly changing environment
- Process desktop hardware and software requests according to the established provisioning process
- Conduct training courses on-site, via webinar and occasionally by traveling to client sites
- Accurately and fully document all pertinent information regarding a help request in the electronic help ticketing system
- Act as the first line of troubleshooting involving incidents and problems for the Receive Broadcast Manager (RBM) equipment suite
- Complete testing for updates to the student information system using identified Customer Support Center scripts
- Provide ‘new starter’ system training, and provide system training through techtime, office taker overs and workshops
7
Experience For Tier, Customer Support Technician Resume
- Screen incoming enrollment applications ensuring they are distributed to appropriate areas
- Assist the New Business team with policy printing, ensuring that policies and certificates are collated and sent accurately with the appropriate documentation
- Highly detailed understanding of Windows, Mac, and Unix operating systems
- Knowledge of the use of problem solving and troubleshooting techniques
- Enter call information into call tracking software efficiently and accurately
8
Experience For MDP Customer Support Technician Resume
- Technology - Understand Web Based Customer Facing Technology
- Rockwell Automation software product support, training, and implementation support
- Develop and maintain a lasting relationship with customers
- Performs onsite professional services consistent with highest industry standards and with minimal impact to customer’s revenue-generating operations
- Provide consultative solutions to our clients and internal business partners as necessary based on requirements gathering
- Partner with eCommerce to ensure successful receipt and processing of data
- Monitor on-going client activity and consult with client/TPA and/or Account Management
- Develop and deliver operational ad-hoc reporting accurately and in timely manner
- Trouble-shoot and diagnose issues related to electronic data being exchanged by our clients
9
Experience For Line Customer Support Technician Resume
- Track case status to ensure metrics are being reported accurately
- Assists with resolving complex problems with difficult customers/situations
- Maintenance of the user’s system environment by working through related helpdesk tickets
- Perform password resets for existing users on GCS portal
- Monitor existing helpdesk tickets/cases for ‘key words’ that might indicate dissatisfaction and escalate to management (salesforce and portal)
- Flexible in shift availability. (Including overnights and weekends)
- Handle any Tier 1 issues, requiring research
10
Experience For DSM Customer Support Technician Resume
- Assist other groups, and other members of this group with triaging network/desktop issues
- Provide setup and installation services for networked devices and AV equipment using standard tools and Partners developed tools
- Occasional after hours and weekend work to cover shifts. Responsible for covering some shifts alone
- Occasionally lift and carry supplies and equipment weighing up to 25 pounds
- Provide technical support for in-service systems Collate customer ready engineering responses to technical support enquiries in a timely manner
List of Typical Skills For a Customer Support Technician Resume
1
Skills For Technical Customer Support Technician Resume
- Understanding of basic color theory, and previous experience in a color matching laboratory are highly desirable. Prior
- Working proficiency in written and spoken English and Spanish, ideally with additional translation skills
- Ensuring all tickets within the technical support queues are actioned effectively within the agreed SLA
- Prior experience developing and editing training materials
- Demonstrated experience in creating, drafting, and reviewing program documentation
- Languages required- Business-Level speaking capability and writing skills required – French & Italian
2
Skills For Divisional Customer Support Technician Resume
- Languages required- Business-Level speaking capability and writing skills required – Dutch & English
- Proven experience in using trouble/incident ticketing system
- Demonstrated experience supporting web technologies in multiple browser environments, including Firefox, Chrome, and Internet Explorer
- Demonstrated experience in an Agile software development environment and consulting in a multi-project environment
- Demonstrated on-the-job experience with software application training
- Demonstrated on-the-job experience working with information security in the IT environment
3
Skills For Senior Customer Support Technician Resume
- Demonstrated experience providing Tier 1 support
- Is highly self-directed for both day-to-day responsibilities as well as on-going development of technical skills and knowledge
- Software and environment troubleshooting and diagnostic skills
- Efficiently and effectively answer users' software and technical questions regarding MailChimp through chat and email
- Demonstrated experience in hardware troubleshooting and repair
- Proven customer support related experience
4
Skills For Mobility / IT Customer Support Technician Resume
- High-level written and spoken communication skills, with the ability to represent Company to staff of all levels at mine sites and other organizations
- Well-developed IT skills, particularly in the use of Microsoft Office
- Able to communicate and work effectively with other departments to resolve outages, bugs or customer issues
- Intermediate+ skills in Microsoft Office (Word, Excel, PowerPoint, Outlook)
- Work professionally and effectively with co-workers, clients, vendors and others with whom the company does business
5
Skills For Associate IT Customer Support Technician Resume
- Demonstrated expert experience and knowledge in Identity management, access control, and customer service and support
- Intermediate skills in Microsoft Office (Word, Excel, PowerPoint, Outlook)
- Related Service Desk or technical support experience or a combination of college and work experience
- Conflict management resolution skills
- One to three years previous help desk technology experience or an equivalent combination of education, training, and experience
6
Skills For GBS Customer Support Technician Resume
- Prior work experience required
- Proven exceptional technical support and/or customer service experience
- Experience and familiarity with basic Linux commands pertaining to users and groups, editing text files, moving around/manipulating files and folders, etc
- Good understanding in at least one area (e.g. PC or Mac), and developing understanding in additional areas
- Knowledge of and experience with the maintenance programs of grinding mills, in particular relining
- Experience in programming control systems (SCADA, PLC, DCS) using automation software design tools
- Three to Five years’ experience in installation, maintenance, and troubleshooting and correcting diverse HVAC/heat pump service issues
- Two (2) years experience administering and configuring workstations
- Experience with Creating user accounts using (Linux and Windows 7/10)
7
Skills For Tier, Customer Support Technician Resume
- Experience working to Australian Engineering Standards
- Experience working within a ticketing or case management system
- Experience with, or knowledge of, a technical topic such as programming, networking, hardware, enterprise software etc
- Experience gathering and analyzing information through research and team collaboration
- Customer Service - Understands the principal and process for providing excellent customer service, including customer needs assessment
- Previous experience working with CISCO routers is an advantage
- Experience with reading markup languages (XML, HTML)
- Experience troubleshooting hardware/software issues on MAC, PC, and IPhone
8
Skills For MDP Customer Support Technician Resume
- Basic skill proficiency with computers, including knowledge of e-mail systems and Microsoft Office programs (Word and Excel)
- Good communication: necessity to interact with researchers, marketing managers and customers
- Advanced experience in hardware troubleshooting and repair
- Network configuration and troubleshooting experience with Ethernet
- Two (2) years experience providing technical and customer support
- Two (2) years experience leading moderate sized projects
9
Skills For Line Customer Support Technician Resume
- Experience supporting software as a service
- Prioritizing tasks
- Hands-on PC or Macintosh experience in installation, repair and troubleshooting
- Experience supporting commercial-grade AV equipment
- Highly skilled at explaining technical subjects to non- technical as well as technical customers
- Experience with Cisco Unity Call Manager and is able to configure handsets and voicemail
- A current, valid passport
- Experience in instrumentation and control design
- Rockwell controller: MicroLogix, RSLOGIX experience is an asset
10
Skills For DSM Customer Support Technician Resume
- Demonstrated ability to seek opportunities and sets goals for own development
- Respond to high priority trouble calls, and interface with operations and management customers
- Orientation to notice detail and maintain organization as priorities change quickly in a fast-paced environment
- Previous offshore experience in a technical role
- Experience with customer request and PDS tools, MSDS
- Experience and education can be substituted for certifications
List of Typical Responsibilities For a Customer Support Technician Resume
1
Responsibilities For Technical Customer Support Technician Resume
- Demonstrated on-the-job experience with Public Key Infrastructure (PKI) concepts
- Customer management and relationship development skills
- Experience with computing and networking technology
- Customer support experience
- Experience in a Customer Service Driven environment
- Experience in technical support and/or customer service
2
Responsibilities For Divisional Customer Support Technician Resume
- Customer support experience
- Hold total accountability for a positive customer experience
- The ability to work independently and balance multiple priorities
- Experience in Customer Service focused environment
- Customer service experience with an emphasis on first call resolution and follow-through
- Being an active member of our business. Contributing to how we grow and challenging the staus quo
- Working knowledge of ROV winch and handling systems
- Building security systems hardware; access point card swipes and video surveillance system
3
Responsibilities For Senior Customer Support Technician Resume
- Updating inventory control for both hardware and software
- Understanding of our products, industry and technologies
- Consider and involve all engineering disciplines during decision making process
- Respond to customer incidents by evaluating, diagnosing, and resolving commonly reported issues
- Understand and follow standard operating procedures, as well as Service Desk and departmental guidelines and operating procedures
4
Responsibilities For Mobility / IT Customer Support Technician Resume
- Understands basic troubleshooting & engineering concepts to rapidly identify problems
- Work often requires multiple interactions with customers over time. Individual efforts seen as representing and contributing to team results
- Assist Level 3 Technicians with the onboarding and training of new support staff within the team
- The use of ticketing, monitoring systems and communication systems to provide customer support
- Facilitate and uphold exemplary customer service throughout the product integration, training and support phases
- Develop and maintain external documentation / training for clients
- Deep understanding of various browser compatibility issues
- Provide orientation for new students regarding course material and CSC services
5
Responsibilities For Associate IT Customer Support Technician Resume
- Basic server understanding; folder and access permissions and active directory navigation and management
- Knows and follows standard operating procedures
- Follow up with a customer to ensure the issue has been resolved to the customer’s satisfaction
- Use of Grass Valley’s internal Customer Relationship Management (CRM) system to log technical cases, escalate cases as necessary, and document case resolution
- Schedule and coordinates work flow of users
- Assists senior engineers with corrective maintenance as needed
- Strives to perform established BKM’s. Follows all IP guidelines
6
Responsibilities For GBS Customer Support Technician Resume
- Integrate with TPAs in support of eligibility/enrollment/remittance data for business sold “on-and-off” Exchanges
- Have the ability to work independently and collaborate with internal business partners required
- Staff go-live and upgrade phone lines
- Flexible in shift availability
- Works remotely to diagnose issues and explain proper operational procedures. Determines whether problems are caused by hardware (such as modem, printer, cables, telephone etc.), software (such as an incomplete or corrupt program or data files), or user error
- Attains Subject Matter Expert (SME) knowledge level in assigned areas of Irrigation system software/hardware responsibility
- Informs customers about services available and assesses customer’s needs
- Document customer’s interactions in the appropriate software in a highly regulated environment
7
Responsibilities For Tier, Customer Support Technician Resume
- Provides customers and internal personnel with operational assistance over the phone
- Responsible for on-line data entry of all customer contact
- Proactively and continually seek enhancements to improve customer interface and equipment reliability
- Serving as support for the P-Card Program Administrator and department heads, faculty and staff, and to advise on the program and how to implement the use of the P-Card within a department
- Education Required: Second/Third Level education or certification Experience Required: 1-2 years relevant experience, or equivalent
- Create research and update service requests
- Position subject to rotation for Hardware production and On-Call
- Performs preventative maintenance and wet cleans independently. Assists senior engineers with corrective maintenance as needed
8
Responsibilities For MDP Customer Support Technician Resume
- Strives to perform BKM’s. Uses knowledge management systems. Follows all IP guidelines
- Constantly and proactively improves customer service
- Receives and answers incoming Information Technology calls from department users and logs in. Assists users by providing first-level, basic technical assistance based on well-documented checklists or procedures
- Coordinates and assigns calls to second level support technician. Provides customer information to technician and communicates technical problems
- Maintains and provides status reports on call tracking system. Provides statistics on types of calls, call volume, problem referral and resolution, and other variables
- Efficiently and effectively answer users' software and technical questions
- Contribute to MailChimp's Knowledge Base via technical and process support documentation
9
Responsibilities For Line Customer Support Technician Resume
- Identify trends in users' issues with the app and communicate them to supervisor
- Partner with Support team members on strategic projects as needed
- Empathize with users and convey confidence through written interactions
- Well-versed in chat and email etiquette, with a fine-tuned attention to detail
- First Line contact for EDI Operations support
- Create online helpdesk tickets/cases if the caller did not create one (salesforce and portal)
- Assign helpdesk tickets/cases to the designated clearinghouse operations resources (salesforce and portal)
- Identify aged calls and escalate to assigned clearinghouse operations resources and management (salesforce and portal)
10
Responsibilities For DSM Customer Support Technician Resume
- Staff go-live for new software project
- Technical aptitude to learn and then teach how to use a specific application
- Works directly with customers to drive resolution of reported technical issues, defects, and questions
- Partners with Customer Solutions Content Developers to help author and maintain help center content such as troubleshooting guides and other forms of technical documentation
- Research and resolve various system errors
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