Product Support Representative Resume Sample
Margot Becker
583 Reilly Inlet,
Philadelphia,
PA
+1 (555) 383 4367
Work Experience
Senior Product Support Representative
10/2015
-
PRESENT
Detroit, MI
- Assures system security by verifying customer information prior to performing any modifications or resets, according to the company’s standard security requirements
- Communicates the customer’s needs/expectations to the appropriate personnel. Follows escalation procedures to ensure complex support issues are resolved
- Developing and maintaining business relationships and supporting the organisations’ sales strategy
- Supporting new business opportunities and promoting cost initiatives
- Introducing products and services to new and existing customers
- Negotiating and implementing contracts
- Maintaining accurate reporting and forecasting
Product Support Representative
11/2011
-
06/2015
Philadelphia, PA
- Consults with senior peers on more complex issues to resolve issues
- Relevant loan servicing, back office lending experience
- Strong analytical, decision-making, problem-solving, team, and time management skills
- Assembles new or used equipment at customer sites and ensure full functionality according to factory specifications
- Writes field service reports on technical problems used to identify trends affecting design, production, service, and maintenance processes, and makes recommendations for modifications to eliminate future problems
- Reviews performance reports and documentation from customers and field representatives, inspects malfunctioning or damaged product to determine nature and scope of problem, and recommends repair, replacement, or other corrective action
- Assists Regional Product Support Managers, Engineering, and other departments to resolve product problems and expedite solutions
- Provides a communication link between the customer and the Regional Product Support Manager to help ensure that effective service is provided to the customer
Junior Technical Product Support Representative
11/2006
-
07/2011
New York, NY
- Am to 6pm
- Consult with Customer Support Specialists and Tier 3 support (National Support/3rd Party Vendor) to develop resolutions to software and hardware problems as needed
- Works with financial institutions, merchants and customers to ensure payment issues are resolved and funds are correctly applied
- Researches customer problems/issues to increase personal knowledge and basic familiarity with the supported product and provides the highest caliber of support possible
- Receives internal calls and answers questions for internal customers
- Answers incoming calls and/or emails from customers according to department guidelines
- Assures system security by verifying customer information prior to performing any modifications according to the company’s standard security requirements
Education
Southern Virginia University
2001 - 2005
Bachelor's Degree in Computer Science
Professional Skills
- Excellent oral and written communications skills. Strong problem solving skills
- Excellent organizational skills as well as excellent interpersonal skills
- Excellent oral and written communications skills; Strong problem solving skills
- Strong written and verbal skills and proven experience communicating at levels within and outside of the organisation
- Demonstrated effective time management, prioritization and organizational skills
- Excellent learning and training skills
- Exhibit excellent problem solving, decision making and analytical skills
How to write Product Support Representative Resume
Product Support Representative role is responsible for customer, interpersonal, software, training, troubleshooting, database, credit, security, telecommunications, basic.
To write great resume for product support representative job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Product Support Representative Resume
The section contact information is important in your product support representative 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 Product Support Representative Resume
The section work experience is an essential part of your product support representative 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 product support representative responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular product support representative position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Product Support Representative resume experience can include:
- Assists in establishing preventive maintenance programs including planning and scheduling of equipment maintenance in accordance with factory specifications contained within Operation and Maintenance manuals and guidelines
- Provides technical advice and assists customers in completing and submitting warranty claims and ensures parts and paperwork is returned to the factory as required
- Provides technical advice in the development of service manuals, Technical Instructions (TI’s) and Service Instructions (SI’s), Engineering Change Requests (ECR’s), and training courses
- Would build upon customer service background using effective listening skills, empathy, patience, and problem solving that enhances the client experience
- Questioning and listening skills that support effective communication
- Conducts training on safe operation of the equipment and demonstrates skills to customer Operations and Maintenance personnel
Education on a Product Support Representative Resume
Make sure to make education a priority on your product support representative resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your product support representative 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 Product Support Representative Resume
When listing skills on your product support representative 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 product support representative skills:
- Strong Customer Service skills / experience
- Experience in effectively handling inbound calls/follow-up calls and providing high-quality service
- Communicate technical concepts effectively, while taking into consideration the varying degrees of customers' technical experience
- Excellent listening, oral and written communication skills, express a customer service focused attitude and temperament
- Prior banking or finance related experience; Post-Execution Securities Experience
- Previous experience mail merging and database and/or excel skills
List of Typical Experience For a Product Support Representative Resume
1
Experience For Senior Product Support Representative Resume
- Excellent problem-solving skills, with the ability to identify Customer objectives, suggest possible alternative solutions, and consult on best practices
- Strong PC skills and attention to details required
- Outstanding Interpersonal and communication skills and ability to work within a team environment
- Item processing, check processing experience (Back office Banking experience)
- Strong diagnostic and technical background; at least 3 years of experience in a mechanical/ technical role
- Effectively research, document, track and monitor customers' requests and issues to ensure timely resolution
- Why work for FIS as a client service representative? - develop and grow your skills in a multifaceted position
- Desired soft skills
- Provide technical support, monitoring, and planning of maintenance of engines operated by various customers
2
Experience For Online Product Support Representative Resume
- Skilled in computer/technical troubleshooting and utilizing Help Desk support applications
- Professional work experience, including responsibilities related to customer service or client relations
- Continue learning from both peers and experience
- Experience in a high paced office setting
- Strong understanding of paint and coatings and their application
3
Experience For Technical Product Support Representative Resume
- Strong understanding of color and design theory ( Color Help only)
- Experience in heavy duty equipment maintenance
- Shared ownership of overall production support ‘Book of work’ with each RIMS UK client – Issue prioritisation, progression, and first point of escalation
- Provide input to the management to continually improve overall department effectiveness and operating efficiency
- Mature, capacity to operate under stress
- Experience with customer relationship / customer management, customer driven
- Determine the appropriate priority actions to take and have the self-motivation to deal with the service issue
- Two (2) or more years related job experience
4
Experience For At our Site Colmar Product Support Representative Resume
- Experience in a SaaS or technology business highly regarded
- Experience working with Heavy equipment (especially large excavators)
- Mechanical engineering, Engineering technologist diploma or in-depth technical experience required
- Experience in similar project management work
- Able to establish excellent customer relationships
- Provide positive customer experiences through phone, email, IM and other interaction types
5
Experience For Client Product Support Representative Resume
- Customer service, order processing, or fulfillment experience
- Demonstrated ability to proficiently use a PC and online systems, including the ability to efficiently locate and interpret information from multiple systems
- Experience in similar project management work is considered an asset
- Work through case volume with a strong sense of urgency
- Self-starter, hands-on approach and proven ability to work independently
- Promotion of a positive customer experience through positive language and professional correspondence
- Demonstrated capability to analyse engine and/or power generation equipment failures at the component level
6
Experience For Lead Product Support Representative Resume
- Moderate supervision needed; demonstrates initiative to handle more tasks independently
- Related experience in an any of the following areas (claims, interpretation of health insurance benefit or data entry)
- Product applications support experience
- Experience and / or knowledge of health plan eligibility and verification
- Experience with Link, UHC online, and Salesforce
- Prioritization and self-motivation to meet agreed upon deadlines
- Customer service or call center experience (ability to communicate professionally in correspondence and over the phone)
7
Experience For Junior Technical Product Support Representative Resume
- Customer retention experience
- Experience in a Customer Service environment
- Experience in customer service or technical support
- Experience and / or knowledge in the health care industry (e.g. benefit eligibility, claims)
- Experience with online CRM tools (e.g. Salesforce, UHC Link, UHConline)
- Maintain good attendance and punctuality
- Customer service experience
8
Experience For Bankway Product Support Representative Resume
- Previous 2+ years’ experience with Loans functions outlined above
- Microsoft SQL development and support experience
- Customer Service or related experience
- Experience in the medical device industry highly desired
- ) Client/Customer Services experienceLISVCTD
- Experience in heavy duty equipment maintenance: ideally more than 5 years
- Relevant customer service/call center experience
- Recent, relevant customer service/call center experience
- Demonstrated record of high performance
9
Experience For Bancpac Product Support Representative Resume
- Coatings application experience/knowledge
- Testing/troubleshooting of returned electronic scanning devices
- Printing, sorting and mailing of all daily label print requests
- Receiving and unpacking of orders of new scanning equipment
- Responding to issues and questions regarding ACBS & other FIS products. Resolves issue or forwards to appropriate ACBS department
10
Experience For Credit Union Product Support Representative Resume
- Conducting research using databases to address Client issues or questions
- Understanding and obtaining, when required, all major component data related to changes
- Understanding and obtaining, when required, all major component data related to changes. (Date, machine, position, hours, etc.)
- Informing Liebherr immediately of any customer damage responsibility (operations or maintenance) and backing it with data
- Configuring of electronic scanning devices for deployment to sales and customers
- Creating and sending return labels for UPS pickups
- Configuring of electronic scanning devices for deployment to sales and customers (includes both new devices and replacements for defective devices)
- Monitoring the department email box and handling all requests and inquiries
List of Typical Skills For a Product Support Representative Resume
1
Skills For Senior Product Support Representative Resume
- Multi-task and prioritize effectively and independently
- Excellent communication skills, with ability to communicate with all levels of internal and external organizations
- Excellent customer service skills and focus on customer satisfaction and quality service
- Proven customer support experience or experience as a customer support representative or similar
- Multitask, prioritise, and manage time effectively
2
Skills For Online Product Support Representative Resume
- Relevant work experience in field service or a technical call center including troubleshooting experience
- Demonstrated experience utilizing Custom PC Applications
- Analytical skills to support installation, maintenance, MAC, troubleshooting and remote support services
- Perform all of the essential Triage troubleshooting skills
- Experience managing multiple priorities in a multi tasked environment
- Interpersonal skills and technical product knowledge and expertise (FIS RIMS) are critical to responding to
3
Skills For Technical Product Support Representative Resume
- Finely tuned communication and ‘call’ handling skills
- Interpersonal skills and technical knowledge and expertise are critical to responding to daily Client-centric activities
- Solve problems and work effectively under pressure
- Communicate effectively about technical/non-technical details to the client
- Demonstrate effective time management as the role requires working across multiple issues with timely client follow-up
- Highly desired language skills: Swahili
- Prior experience in a transactions based operation
- Build Customer Loyalty: Effectively meet customer needs; build productive customer relationships; take responsibility for customer satisfaction and loyalty
4
Skills For At our Site Colmar Product Support Representative Resume
- 6+ months previous technical support experience and / or help desk experience
- Strong network administrative experience
- Typically requires four or more years of demonstrated experience
- Strong SQL query experience
- Very good knowledge and experience in maintenance and repairs on Liebherr equipments
- A professional with systematic problem solving skills; eager to dig into issues for root causes and conclusive resolutions
5
Skills For Client Product Support Representative Resume
- Communicate effectively about technical and non-technical details to the client
- Understanding of call metrics and experience handling inbound calls
- Working knowledge and experience with Linux operating systems
- Utilizing provided tools work case in order of priority
- Hard working, looking for a new challenge, willing to operate in a demanding environment
- At least three years of professional experience, with a porton being in tax reporting
- Function as Customer advocate in escalating and prioritizing Customer requests
- Experience working in a credit union
6
Skills For Lead Product Support Representative Resume
- Skilled working with media operations team to perform ad traffic management, campaign creation and implementation, delivery and optimization of ads
- Knowledge or experience of working with actuarial software, processes, and methods (desirable)
- Strong judgment to handle special telephone tasks like call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects
- Experience troubleshooting of EDI transactions and workflows
- Experience answering inbound calls within a corporate environment
- At least three years of professional experience, ideally in tax reporting
- Experience interpreting audiograms
- Experience transferring details from customer forms into online systems
7
Skills For Junior Technical Product Support Representative Resume
- Experience in a call center environment providing customer service support
- Establish and maintain effective, professional, working relationships with employees, partners and customers
- Experience in programming (SQL, Java)
- Experience with Networking and IIS
- Relevant software troubleshooting experience
- At least five years of professional experience, ideally in tax reporting
- OEM equipment experience in mining or related heavy industries
8
Skills For Bankway Product Support Representative Resume
- At least two years of VoIP systems experience, with knowledge of some of the following protocols; SIP, RTP, TLS, SMTP, SNMP, Security and encryption techniques
- Provide accurate, valid, and complete information by using the right methods and tools
- Experience working with Heavy equipment (especially large dozers)
- VoIP systems experience, with knowledge of some of the following protocols; SIP, RTP, TLS, SMTP, SNMP, Security and encryption techniques
- In-depth technical experience with heavy mining equipment (Electric haul trucks, large dozers, and excavators)
- Review blocked payment accounts daily and reactivate those accounts that are back in good standing
- Professional work experience, including responsibilities related to customer service or client relations
9
Skills For Bancpac Product Support Representative Resume
- Demonstrate professionalism in all dealings with inside and outside customers
- Identify the skill level of the customer and explain complex solutions in ways the customer can understand and successfully implement
- Previous 2+ experience with Loans functions outlined above
- Brokerage Operational or Client Support experience
- Experience with Microsoft desktop and/or Server technologies
10
Skills For Credit Union Product Support Representative Resume
- Experience in product support or technical service would be an advantage
- Product applications support experience
- Experience within a healthcare or insurance company
List of Typical Responsibilities For a Product Support Representative Resume
1
Responsibilities For Senior Product Support Representative Resume
- Utilize CRM and ERP databases to manage all details of a case from start to finish, ensuring effective and timely resolution of associated activities including Sales Orders, RMA’s and while maintaining positive Customer Feedback/Satisfaction
- Proven ability to clearly document all necessary information
- Maintaining and Updating Cases: Accurately opening tickets to describe issue and resolution, maintaining a large case load and providing follow up
- Aiding in the creation of demonstration resources for software products and client focused services
- Providing business perspective information to the ACBS departments
- Providing Weekly, Monthly & Quarterly Status reports to the manager
- Develop planning scenarios based on component forecast, unplanned demands, missing parts, workforce capacity and other compounding factors
- Properly document all customer interactions and troubleshooting actions into the issue tracking system
2
Responsibilities For Online Product Support Representative Resume
- Employ a total opening solution approach to providing customers with basic product knowledge
- Research issues at a data level, utilizing System Logs, database and working knowledge of the product
- Participate in testing of upcoming software releases and provide feedback to development
- Customer Service -Providing customer service to existing customer
- Research inbound / outbound EDI transactions made to multiple databases and systems, troubleshooting issues and resolving in a timely manner
3
Responsibilities For Technical Product Support Representative Resume
- Work with FIS clients and employees in supporting the BancPac core software as it relates to Deposits functionality, including
- Listen to callers concerns; taking ownership of each callers request and managing their expectations to ensure timely resolution
- Investigative questioning to garner information and understand the challenges customers are facing
- Research and reporting. Complete reward program research and reporting with direction
- Provides in-depth product support to Black Knight clients by resolving incoming inquiries
- MS Office, service reporting/time entry and parts ordering software
- Provides in-depth product and/ or technical support to FIS clients by resolving incoming inquiries
- Troubleshoots problems with malfunctioning equipment or software applications
- Documents customer information and recurring technical issues to support product quality programs and
4
Responsibilities For At our Site Colmar Product Support Representative Resume
- Other ongoing projects which improve or maintain Support processes, tools, and procedures
- Address incoming support tickets from customers to maintain established service levels
- Responsible for working backlog of tickets and service requests
- Participation in an on call rotation during after hours
- Develop an advanced level of understanding of all Residential product lines in Allegion
- Rapidly build a high level diagram of the customer’s network to aid in troubleshooting
5
Responsibilities For Client Product Support Representative Resume
- Use and explain the results of circuit quality testing (Cloud NOC, PRTG, Path Solutions, VeloCloud, etc.)
- Troubleshoot circuit issues beyond the demarcation using the available tools
- Maintain communication with the customer using Remedy updates
- Instruct Tier 2 on the use of WAN quality testing tools
- Coach Tier 2 agents to review the customers’ entire network and applications to understand the impact on the symptoms the customer is wanting resolved
- Organize major jobs, such as machine assembly / commissioning, or major component’s change-out
- Attend when required to Liebherr Mining internal product improvement’s meetings
- Language: Fluent in English. Mastering Spanish, French or German would be a further advantage
6
Responsibilities For Lead Product Support Representative Resume
- Relevant qualification in Mobile Plant Technology / Diesel Fitting
- Participate in cross-functional teams and assist other teams in coming up to speed with new products and technologies
- As a member of project teams assists in the writing of process documentation
- Proactively provide written technical problem/solution documents for the customer-facing and internal technical knowledge bases
- Identify the nature of the call and provide thorough problem solving with detailed ticket creation, management, escalation and follow-up
- Verify benefit pricing and provide and explain to members and/or providers
7
Responsibilities For Junior Technical Product Support Representative Resume
- Create and update customer profiles ensuring accuracy
- Use of Fax, PC, Telephone, ordering system, and workflow system required on a daily basis
- Documents client information and recurring technical issues to support product quality programs and product development
- High comfort level working with computers and a variety of applications
- Collaborative attitude and willingness to progress in a rapidly changing environment
8
Responsibilities For Bankway Product Support Representative Resume
- Resolves customer concerns raised during implementations, maintenance, product application or compatibility matters
- Resolves client concerns raised during implementations, maintenance, product application or compatibility matters
- Monitor file delivery and file acquisitions for batch processing
- Be the owner of all the client outstanding issues to provide follow-up actions and resolution schedules. Report bugs and enhancement requests for FIS products
- Provide general technical assistance to clients testing / implementation tasks
9
Responsibilities For Bancpac Product Support Representative Resume
- Coordinate and execute clients’ requests to connect into the FIS global proprietary order routing network
- Provide training to end users and / or client IT staff
- Client relationship management. Post sales servicing, build up close relationship with clients, especially traders and IT departments
- Document client information and recurring technical issues to support product quality programs and product development
- Assist with the support, provisioning, and maintenance of our Cloud Telecommunication service provider platform
- Provides installation, maintenance, MAC troubleshooting and remote support services to managed VoIP service customers and partners
- Assist technicians and customers with support for system operations, maintenance, database changes, troubleshooting, remote installations and upgrades
- Work with other team members to help in resolving complex service issues
- Simulate or recreate user problems to resolve operating difficulties and recommend systems modifications to reduce user problems
10
Responsibilities For Credit Union Product Support Representative Resume
- Perform system updates and provisioning for the customers
- Telecommunications and IP networking background preferably in a technical support environment
- Answer customer calls and actively listen to identify their question while providing resolution on the first call
- Help guide and educate about the benefits of our products in order to retain existing customers
- Interact with customers and users during the requirements specification process
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