Customer Technical Support Resume Sample
Alaina Gulgowski
95825 Corkery Keys,
New York,
NY
+1 (555) 300 8701
Work Experience
Customer & Technical Support Leader
07/2015
-
PRESENT
Dallas, TX
- Collect and analyze data and classify complaints according to FDA requirements
- Capture and document all aspects of the customer interactions/issues into Oracle database
- Adhering to and working within defined procedures and practices to determine appropriate actions
- Continually build upon current knowledge and grow with the expanding Beckman Coulter product menu
- Facilitate technical review / approval of the Engineering Authorization (EA) documents for engine/module piece part inspection and repair data for AMM, EM, CIR
- Develop response and or action plan to resolve service operational issues reported to CTS via the EagleNet communication tool from Field Representatives or other means
- Coordinate with MPE and other functional groups development of new maintenance criteria / inspections
Customer Technical Support
08/2012
-
05/2015
Dallas, TX
- Support the development of identified hardware retrofit and associated industrial hardware plans to ensure that customers have reliable and cost-effective operations
- Service event root cause investigation / corrective action for 21.3 reported events
- Production QN Support
- Develop an MOS that allows full and regular review of all teams’ performance
- Read architectural drawings or the willingness to learn
- Responds to customer calls to provide technical support for medical lab analyzer(s)
- Primary expectations for the incumbent include troubleshooting with customers and company staff to distinguish between hardware, software and/or reagent issues to resolve over the phone or dispatch the appropriate resource
Customer Technical Support Representative
01/2010
-
04/2012
Philadelphia, PA
- Collects and analyzes data to enhance customer satisfaction
- Classifies customer complaint information according to FDA requirement before forwarding it for resolution
- Developing and tracking technical training projects
- Timely completion and adherence to policies and procedures relating to department and company training requirements
- Responsible to provide production with accurate and efficient takeoffs and programs for custom fabrication of aluminum extrusions for doors and frames
- Processing orders accurately and in a timely fashion
- Works interactively with all Takeoff Technicians, Programmers, Fabrication Supervisors, and CNC Machine Operators to provide accurate & efficient programs for custom fabrication of aluminum extrusions for doors and frames
- Assist to resolve discrepancies found on customer orders and proactively facilitate the communication between departments for resolution
Education
Ohio State University - Mansfield Campus
2005 - 2010
Bachelor's Degree in Business
Professional Skills
- Good telephone skills, organization skills. technical skills, good customer skills
- Excellent communication skills and good coaching/influencing skills
- Advanced computer skills / General technical support skills (emptying cache, deleting cookies, browser knowledge, reboot steps, etc)
- Excellent customer service skills and the ability to generate strong and lasting relationships with customers, partners, peers and managers
- Good organization skills, stress and anger management skills
- Strong people skills to build rapport and sustain strong customer relationship
- Capable of learning, understanding, and communicating higher level technical information. Strong verbal and written communication skills
How to write Customer Technical Support Resume
Customer Technical Support role is responsible for technical, customer, organization, java, troubleshooting, english, documentation, database, finance, training.
To write great resume for customer technical support job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Customer Technical Support Resume
The section contact information is important in your customer technical support 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 Technical Support Resume
The section work experience is an essential part of your customer technical support 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 technical support 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 technical support position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Customer Technical Support resume experience can include:
- Strong technology process management skills and ability to successfully lead up, down, and across the organization without direct reports
- Excellent and High level problem solving and technical skills
- Excellent English communication skills with ability to communicate to all levels of organization such as external/internal customers and senior management
- Strong oral, written, and interpersonal skills with the ability to facilitate resolutions and negotiate as needed
- Excellent problem-solving skills to analyze and capture customer problems
- Customer service experience, laboratory experience and experience with clinical diagnostics
Education on a Customer Technical Support Resume
Make sure to make education a priority on your customer technical support resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your customer technical support 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 Technical Support Resume
When listing skills on your customer technical support 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 technical support skills:
- Preferably with customer facing experience and good communication/presentation skills
- Excellent communication skills both writing and verbal capabilities
- Good troubleshooting and verbal skills
- At least 6 months experience in problem determination / debugging skills with
- Solid communication skills, both written and verbal, including the ability to document solutions
- Demonstrated skills managing multiple tasks simultaneously
List of Typical Experience For a Customer Technical Support Resume
1
Experience For Customer Technical Support Engineer Resume
- Communicate effectively, both written and verbal, with all departments and at all levels of the organization
- Strong English and Turkishlanguage knowledge
- Experiencein support activities (helpdesk, customer service) is an advantage
- Be familiar with major products in the market in terms of operation, application, interpretation result (Level 1 skill out of 4 levels)
- Reach to Level 2 skill in one division of LSG/CDG
- Supporting introduction of new & Legacy products or SW releases on customer site
2
Experience For Customer Technical Support Representative Resume
- Fielding Customer Calls to Facilitate 24/7 Support Function
- Reading of project specific job shop and installation instructions
- Scheduling and synchronizing all kind of Cloudband maintenance activities with different stakeholders (deployment team, NOC,TSSC L2/L3 & Telenor )
- Improving and suggesting best maintenance practices to Telenor
- Following Cloudband HW / SW security and risk alerts and recommending needed corrective actions to Telenor
- Investigating and replying to customer "Technical" enquiries for Security products (under maintenance contract) related to
- Acting as a liaison on Security technical issues with Nokia internal TSSC L2/L3 organizations as well as vendor R&D
3
Experience For Customer & Technical Support Leader Resume
- Facilitates fulfillment activities for on-boarding of new services, updating user profiles and access levels, and providing product education and training
- Perform all activities associated with researching and learning subject matter needed to independently deliver training courses
- Deliver Bio-Rad’s promise to the customer including:Practical trouble shooting over the phone, using workshop/office lab facilities if necessary
- Conducts real-time phone monitoring and coaching to billing CAEs in
- Independently flex between hardware compatibility check/layout, takeoff, & programming all depending upon workload and current demands
4
Experience For Customer Technical Support Specialist Resume
- Responsible for coaching and mentoring junior technical support / Help Desk operators
- Provide onsite technical support during daily operations pertaining to openstack cloudband related matters
- Meet or exceed customer expectations replying to manufacturing, sales and quality issues/opportunities
- Participate in driving quality metrics and reporting
- Provide technical support for Nokia Fixed Access products by troubleshooting and resolving customer’s problems remotely
- Functions as escalated point of contact for customer inquiries, technical maintenance, troubleshooting, and transactional support
- Knowledge of timekeeping applications and best practices, specifically Kronos Workforce Central and InTouch time clocks
- Able to handle critical situations in customer’s network onsite or remotely (working under stress)
5
Experience For Customer & Technical Support Coordinator Resume
- Interviews and makes recommendations for hiring new personnel
- Responsible for generating reports on a weekly and monthly basis
- Maintain current knowledge of relevant emerging technologies in the industry
- Documentation of analysis results in dedicated ticketing tool
- Lab testing of software updates and upgrades (remotely or on-site), installation of software releases in customer network
- Analytic thinking, able to act on one's own initiative
- Customer orientation, being able to discuss technical problems with customers
- Relentless enthusiasm for the job at hand and ability to collaborate in team setting
- Under minimal direction provides technical support to end-users and/or for client-side applications, utilizing established protocol(s)
6
Experience For Customer Technical Support for Extrusion Ingot Benelux & UK Resume
- Install, configure, upgrade and maintain operating system software, hardware and software
- Resolve technical issues, working with third party vendors as necessary
- Communicate with end users during the repair process as needed
- Engage in professional learning and growth through course, workshops and independent study
- Provide internal and external customers with technical and application support via the various channels including telephone, e-mail, remote control
- Lab testing of SW updates and upgrades
- Analytic and critical thinking, able to act on one's own initiative
- Release to manufacturing verified amounts of manufactured products and quantities, and vendor supplied products and quantities
7
Experience For Team Lead Customer Technical Support Engineer Resume
- Provide internal and external customers with technical and application support via the various channels including telephone, e-mail, and remote control
- Active communication/sharing with the sales teams and FSE/FAS and Division for
- In case of escalation to level 2 (FSE/FAS), level 3 (Divisions) by GPCR in handling complaints
- Mange to close when a case is open appropriately as per standard operating procedure
- Deliver Bio-Rad’s promise to the customer including
- Utilize the ticketing system to document all activities and actions as they happen
- Ensures optimum of customer service staffing levels through efficient
- Coordinates appropriate customer documentation and follow through to completion
8
Experience For LS Customer Technical Support Engineer Resume
- Provides support to UMB Treasury Officers and customers for access and routine navigation needs
- Partners with internal departments to ensure client needs are met and problems are resolved
- Well versed in Mandarin or Malay language to liase with customers based in China or Malaysia respectively
- Resolution of cold section hardware (i.e. Fan, LPC, etc) related service issues with appropriate CIPT, IPT, and other Customer Technical Service hardware specialists
- Interface with the Airframer Customer Support organizations
- Maintain an in-depth knowledge of the Company’s and various BU’s business strategies to respond to Technical issues
- Offer complete and timely technical explanations to customers throughout the incident resolution process and ensure that customers’ staff fully understand issue, its resolutions and means for prevention
9
Experience For Supervisor, Customer Technical Support Resume
- Outcomes managed impact-specific goals or initiatives of function or unit
- Analysis, diagnosis and neutralization of problem reports in the customer’s network remotely or on-site
- Able to act on one’s own initiative
- Accurately document all customer contacts, resolution steps, and customer feedback in order to enhance Thomson Reuter’s products and services
- Work on special projects at the direction of the Director and Sr Technical Support Manager
10
Experience For Associate Specialist Customer Technical Support Resume
- Escalation point for lower level incidents
- Responsible for shift supervision
- Occasional on call responsibilities for weekend and vacation coverages
- Addresses performance issues and takes corrective action for junior support personnel when necessary
- Provide live and non-live support to Cengage for digital solutions
- Handling local and international customers interface for incoming problem reports (tickets) and ticket resolution (Remote Technical Support) taking into account the individual service level agreements
List of Typical Skills For a Customer Technical Support Resume
1
Skills For Customer Technical Support Engineer Resume
- Good and consistent documentation skills, able to work independently
- Prior experience in a customer experience center is an added advantage
- Good organisation, communication and telephone skills
- Good and consistent documentation skills
- Superior time management, detail oriented, with strong organizational and interpersonal skills
- Good oral and written skills for communication and documentation
- Customer Focus, problem solving skills
2
Skills For Customer Technical Support Representative Resume
- Experience in test, design, overhaul and/or repair engineering experience or equivalent
- Possess high problem solving and process improvement skills
- Has proven experience of working as a technician in the motor industry is essential
- Troubleshoot network connectivity issues. Additional technical support skills to include PC support, operating systems, browsers and Java knowledge
- Enthusiastic self-learner and wish to develop technical skills
- Excellent salary commensurate with education and experience
3
Skills For Customer & Technical Support Leader Resume
- Previous experience in a medical technology call center or experience in a medical laboratory
- Understand and communicate effectively complicated technical information
- Utilize impact and influence skills to inspire changes, and consensus across organizations
- Experience debugging one or more of the following: HTML, XML, JavaScript, ASP.NET
- Experience supporting and maintaining Windows Server and MS SQL Server
- Experience working with technical teams troubleshooting application issues
- Good knowledge of computer platforms, including HDD&SSD, operating systems, hardware, processors, memory, storage etc…
- IT or networking experience
- Experience supporting Windows and SQL based applications
4
Skills For Customer Technical Support Specialist Resume
- Experience querying in Transact-SQL or similar SQL language
- Excellent understanding of customer architecture
- Experience in direct technical customer support role in a software/networking/security company
- Experience with mobile application development technologies and concepts, including but not limited to Javascript, iOS, node js, Java SDK, and SQL
- Good understanding on DCN and IP technology
5
Skills For Customer & Technical Support Coordinator Resume
- Good understanding on Network Management System
- Good technical understanding of the life science industry
- Experience in Python / Ansible, testing frameworks
- Strong understanding of NetApp SnapManager for Exchange
- Strong understanding of NetApp SnapManager for SQL
- Previous experience with Message Level archiving products
- Previous troubleshooting experience on electromechanical instrumentation
- Product knowledge and troubleshooting skill
6
Skills For Customer Technical Support for Extrusion Ingot Benelux & UK Resume
- EXPERIENCE IN CCTV INDUSTRY AND CUSTOMER SERVICE
- Mobile, IOS and Android Experience
- Computer and browser experience (ie, chrome, firefox, safari)
- Effective verbal communications with customers and stakeholders
- At least 6 months previous customer service, call center and/or technical support experience
- Demonstrated ability to investigate issues through to root cause
- Experience with an ERP system preferably Oracle
- Able to deliver a positive customer experience
- Medical Technology education and/or experience preferable
7
Skills For Team Lead Customer Technical Support Engineer Resume
- Demonstrate the ability to work independently and as a team member
- Experience in network connectivity & communication protocols
- Proof of US Citizenship and valid US driver’s license
- Similar experience
- Experience within lab environment
- Microsoft Suite Products Experience
- More than 5 years work experience in Telecom Industry
- Previous customer service experience
8
Skills For LS Customer Technical Support Engineer Resume
- Experience in JIRA / GIT / Gerrit / Jenkins
- In a clinical laboratory and customer service experience
- Previous customer service experience
- Experience with an ERP/CRM system preferably Oracle
- Previous experience with Backup software such as Veritas, Veeam or EMC Networker
- Functional IT experience
9
Skills For Supervisor, Customer Technical Support Resume
- Strong English knowledge (Turkish preferable as second language)
- Experiencein support activities (helpdesk, customer service)
- Proven ability to multitask and adapt to change
- Scheduling and synchronizing all kind of Surepay maintenance activities with different stakeholders ( CE deployment
- Investigating and replying to customer "Technical" queries for Cloudband (under maintenance contract) related to
10
Skills For Associate Specialist Customer Technical Support Resume
- Working with internal departments and customers to troubleshoot and isolate facility-based customer and network related troubles
- Understanding of .NET framework
- Understanding of VMWare for use in test environments
- Understanding of IIS and website administration
- Using a team approach to solve problem when appropriate
- Willing to be on 24 x 7 Customer Technical Support (on rotation basis with other CTS Team)
- Supporting TSSC and NOC team in data collection and analysis
- Supporting introduction of new products or software releases on customer site
List of Typical Responsibilities For a Customer Technical Support Resume
1
Responsibilities For Customer Technical Support Engineer Resume
- Tracking of customer tickets and requesting investigation results for escalated tickets from higher levels of support
- Acting as a liaison on Cloudband technical issues with Nokia internal TSSC L2/L3/R&D organizations
- Broad understanding of technical support and customer service handling voice support in the Contact Center industry
- Local and international Customers interface for incoming problem reports and ticket resolution
- Analysis, diagnosis and neutralization of problem reports in the customer's network remotely or on-site
- Reproduction of customer problems in lab environment
- Assist with deployment of Kronos to Canada
2
Responsibilities For Customer Technical Support Representative Resume
- Document known issues and workarounds in the team knowledgebase
- Bi -lingual in English and Canadian French
- The Customer Technical Support Representative is part of the team that aims to provide timely, accurate and value-adding resolution to all internal, external and potential customers. He/she is accountable for meeting and maintaining established team metrics and goals including, but not limited to, Availability, Quality, and Productivity
- Identify, locate, isolate, and resolve or repair problems within scope of specialty
- Resolve problems which have no documented solutions by drawing on past experiences and training. Ability to use intuitive help desk tools to interpret various conditions and/or reported symptoms, isolate problem, provide solution or escalate problem to appropriate support group
- Provide on-site, remote and phone technical support for end users at all locations
3
Responsibilities For Customer & Technical Support Leader Resume
- Proactively anticipate, preempt, diagnose and solve hardware, network and software problems
- Work with staff to match their needs with appropriate equipment and software
- Maintain records of technical support requests and needs
- Provide support and obtain support from colleagues as needed
- Maintain software and hardware inventories for various sites, as needed
- Communicate and conduct self as a professional customer service representative
- Monitor, maintain and perform back-ups of critical data and systems
4
Responsibilities For Customer Technical Support Specialist Resume
- Technical & customer support
- Liaise with instrument service, customer service and sales teams
- Manage the Service Max (SMAX) database by logging in each customer contact/interaction in the database. Raise cases/work orders for the field service engineers. Ensure accuracy of information and completion as per Standard Operating Procedure
- Responds accordingly based on the service level agreement and deliver Bio-Rad’s promise to the customer including
- Analysis, diagnosis and neutralization of problem reports in the customer’s network
5
Responsibilities For Customer & Technical Support Coordinator Resume
- Opportunity to learn different technologies and develop yourself
- Knowledge about optic multiplexer (OMSN,DXC, PDH, Ethernet, OSI DCN)
- Work under pressure and resilient to project stress
- Willingness to carry hotline support 24 7 (on call duty)
- Verify material requirements for complete order
- Complete shop orders (KaluCAD takeoff) efficiently and accurately
- Review hardware schedules for compatibility of hardware and to ensure hardware fits on specified product
6
Responsibilities For Customer Technical Support for Extrusion Ingot Benelux & UK Resume
- Technical/application support and coordination
- Liaise with technical service, customer service and sales teams
- Back up other CTS in the absence
- Support users to work with our products, resolve all the issues with instrument, reagent, and software
- Escalate when necessary to raise a case, escalations to up level (FAS/FSE or Divisions)
- Open a case and generate a work-order for the field service engineers
7
Responsibilities For Team Lead Customer Technical Support Engineer Resume
- Ensure that required paper documentation is sent to the customers
- Any inquiry for any product from a potential customer
- SFDC/Service Cloud/Service Max/BRiCare
- Keep customer database up to date (Service Cloud)
- Manage the Service Cloud database by Log each customer contact/interaction in the database
- Accurately diagnose issue through phone / BRiCare and include details in WorkOrder raised
8
Responsibilities For LS Customer Technical Support Engineer Resume
- Communicate /Follow up with customer for instrument repair status
- Fielding Customer Calls to Facilitate 24/7 Support Function. Through telephone and electronic (i.e. email) technology provide resolutions on Hardware, Software, Assay and Training related calls from existing customer base
- Collect and analyze data and classify complaints according to FDA requirements Capture and document all aspects of the customer interactions/issues into Oracle database
- Adhering to and working within defined procedures and practices to determine appropriate actions Continually build upon current knowledge and grow with the expanding Beckman Coulter product menu. Demonstrated critical thinking and problem solving skills
- Hardware, Software, Assay and Training related calls from existing customer base
- Through telephone and electronic (i.e. email) technology provide resolutions on
- Provide technical Support on the migration activities for the subscriber base on live network
- 1 - Troubleshoot, diagnose, and suggest/perform corrective or preventative maintenance actions on issues reported by customers. Provide in depth investigation of critical escalated issues. Provide technical support to all the Nokia Service Delivery teams
9
Responsibilities For Supervisor, Customer Technical Support Resume
- 2 - Use and apply Technical Support processes, policies & tools documentation
- 3 - System capacity, QoS and other engineering issues. Identifying and isolating technical problems that occur in Nokia supplied cloudband products due to system growth or scalability issues
- 4 - Maintain high level of customer satisfaction by providing services fully compliant with the SLA. Understand the service metrics, thresholds, and key performance indicators used to govern the ticket resolution process
- 5 - Ensure every customer reported issue is properly documented in the ticket for tracking purposes and learning opportunities. Ensure time tracking accuracy for cost charging purposes
- 6 - Engage additional support level within a predefined time frame and collaborate with them, as needed in order to resolve the issues. . Understand and react appropriately on management escalations
- 7 – Create and maintain customer relationship on a day-to-day basis, e.g., communication, information gathering, operational review, escalation, eme handling and reporting. Provide appropriate follow-up to customers
- Provide onsite technical support during daily operations pertaining to security related matters
- 3 - System capacity, QoS and other engineering issues. Identifying and isolating technical problems that occur in Nokia supplied Security products due to system growth or scalability issues
- 5 - Ensure every customer reported issue is properly documented in the ticket for tracking purposes and learning opportunities
10
Responsibilities For Associate Specialist Customer Technical Support Resume
- 6 - Engage additional support level within a predefined time frame and collaborate with them, as needed in order to resolve the issues. Understand and react appropriately on management escalations
- 7 – Create and maintain customer relationship on a day-to-day basis, e.g., communication, information gathering, operational review, escalation, eme handling and reporting
- Experience of routing and switching, a solid background in networking & information security is essential
- Scheduling and synchronizing all kind of Security products maintenance activities with different stakeholders (MS team, NOC, TSSC L2/L3/RND & Telenor )
- Following Security products HW / SW security and risk alerts and recommending needed corrective actions to Telenor
- Use the knowledge management tool (Confluence) by searching/creating/updating articles. Proactively share knowledge
- Working knowledge of communication protocols within networking environments, encryption, hashing standard, Ready to acquire/broaden knowledge in Network Security
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