Support Agent Resume Sample
Concepcion Christiansen
286 Legros River,
Boston,
MA
+1 (555) 105 4097
Work Experience
Senior MSS Support Agent
07/2017
-
PRESENT
New York, NY
- Assist Specialist with customer service needs according to commitments and standards set-forth by the department
- Assist Specialist with customer service needs according to commitments and standards set forth by the department
- Resolve dealer-shipping errors, process RA’s and Return Labels
- A passion for Digital Media technologies
- Previous experience in a Technical Support / Customer Service role
- Knowledge of Social channels and SaaS-based support solutions
- Strong customer-service orientation with a desire to achieve outstanding customer satisfaction
Support Agent
01/2011
-
05/2017
Philadelphia, PA
- Able to multitask; handling various tasks simultaneously while prioritizing and completing tasks accurately and efficiently
- Maintain mental focus and heightened awareness at all times
- Respect and reinforce the use of our company’s methods and procedures required to control cost
- Have excellent communication skills, both written and verbal, to include experience inbound and outbound calls
- Where required, be able to provide business level language support in French, German, Spanish, Italian, Japanese or Mandarin
- Work within agreed service levels, striving to exceed customer expectations
- Take ownership of all tasks and proactively manage through to resolution
Entry Support Agent
11/2008
-
11/2010
Chicago, IL
- Flexibility to regularly rotate through different technical specialties, skill sets and service engagement channels
- Solid technical background coupled with the desire and ability to grasp new skills quickly, combined with deep attention to detail
- Able to balance multiple tasks and prioritize workload with frequent interruptions, occasionally in urgent situations
- Thrive on change as HBO products evolve and grow
- Explain technical concepts to a non-technical audience
- Self-motivated with the ability to work on small projects while balancing your everyday workload
- Where problems cannot be personally resolved use judgment to forward issue’s as appropriate and manage their timely resolution
- Proven track record in meeting targets and SLA’s
- Basic keyboarding and math skills
Education
Northwood University - Florida Campus
2004 - 2008
School's Degree in Management
Professional Skills
- Strong written, analytical, persuasive, and interpersonal skills
- Excellent telephone skills and manner
- Excellent listening and communication skills, both written and verbal, in [LANGUAGE(S)],
- Good interpersonal skills to deal effectively with team members and others within the organization
- Above average computer skills including Internet Explorer, Microsoft Office products (Outlook, Word, PowerPoint, Excel)
- High level objection handling skills
- Experience with prioritizing multiple tasks in a fast paced and ambiguous environment
How to write Support Agent Resume
Support Agent role is responsible for customer, security, microsoft, analysis, credit, training, database, mac, printing, architecture.
To write great resume for support agent job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Support Agent Resume
The section contact information is important in your support agent 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 Support Agent Resume
The section work experience is an essential part of your support agent 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 support agent responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular support agent position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Support Agent resume experience can include:
- Outstanding organizational and skills
- Solid experience working in Telecoms/IT industry
- Develop product, technical and security skills in order to provide more advanced service tasks and troubleshooting
- Demonstrated previous experience working in a Sales or Hotel Administration environment
- Experience of working in hospitality (preferably reception / restaurant experience) AND/OR IT
- Superb customer service skills, both through email and phone – ability to make a fan connection
Education on a Support Agent Resume
Make sure to make education a priority on your support agent resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your support agent 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 Support Agent Resume
When listing skills on your support agent 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 support agent skills:
- Excellent problem analysis and problem-solving skills
- Good IT skills and advanced excel usage
- Excellent customer skills and customer focus are required
- Excellent and proven experience with client support principles and practices (achievements, awards)
- Good interpersonal skills with the ability to communicate with internal and external stake holders at all levels
- Conducts follow-ups with internal partners, solicitors, FNF, FCT and advancing department to ensure deals close effectively and on time
List of Typical Experience For a Support Agent Resume
1
Experience For L Registration & Support Agent Resume
- Well organized and able to manage competing priorities in a fast-paced environment
- Strong decision-making and entrepreneurial spirit to help drive results
- Three(3) months experience, preferably in a service-related environment
- Updating Service Now with opportunities and providing accurate records for reporting
- Dealing with supplier quotes
- Networking internally to produce more complex quotations
- Engage in real-time troubleshooting with customers to resolve issues and assure customers understanding on how to use the Videa platform
- Proficient in relevant computer applications including Microsoft Office 365, Salesforce.com and/or other related ticketing or CRM software
- Pro-actively calling from campaigns and keeping call lists up to date
2
Experience For Enterprise Support Agent Resume
- Correct entry rejections, accounting entry reject corrections, credit/rebills and manual invoicing
- Responsible for retrieving invoices on server and distribution of same once audited
- Pro-actively calling schools to gain account review appointments for the Account Managers
- Promptly following up customer requests
- Chase outstanding quotes and keep pipelines up to date
3
Experience For Claims Support Agent Resume
- Data entry processing of multi-line entries
- Understand the functions of your area of work and how it interacts with the rest of the organization
- Deliver complete and accurate responses to customer queries in one response (First Time Resolution)
- Keep customer informed and updated on the progress of their enquiry
- Be aware of, and have the ability to adapt to, cultural differences
- Background in Customer Services would be beneficial
- Informs customers, via the telephone of new items and special promotions
4
Experience For Mychart Support Agent Resume
- E-mail correspondence from Fun Express’s in-boxes
- Tracks orders through internal process to ensure timely shipments of orders from the warehouse
- Is constantly alert and conscious of the customer’s needs
- Current legal working authorization and currently residing in one of the following countries: Austria, Croatia (also called Hrvatska), Denmark, France, Germany, Ireland, Netherlands, Spain, Sweden, Switzerland, or United Kingdom
- Personal and professional conduct that is consist with StubHub’s culture
- Fluent German an advantage
- Continual display of initiative to take on additional responsibilities towards professional growth
5
Experience For Operations Support Agent Resume
- High quality work delivered quickly to exceed customer expectations and meet department standards
- Familiarity with AWS services and terminology
- Familiarity with Google Apps for Work services
- Post regular updates to client tickets per SLA requirements
- Perform knowledge transfers and train MSS Support Agents on procedures and use of security products
- Receive problem escalations of issues that MSS Support Agents were unable to resolve
- Contribute to Knowledge Base and distribute technical info
- Network+ or Linux OS certification
- General security knowledge (Security +, or other security certifications)
6
Experience For Zong Payment Support Agent Norwegian Resume
- Work with staff of higher tiers to establish procedures for task handling, initial troubleshooting and escalation to a customer, partners and internal staff as appropriate
- Receive and acknowledge customer tickets, obtain clarification if needed and assign to the appropriate level with appropriate timeframe and urgency
- Use research and all internal resources available to trouble shoot and assure that customers questions are answered clearly to assure that transactions go through the system successfully
- Document and maintain customer records, service tickets, actions taken and discussions in Salesforce.com
- Work outside normal business hours as necessary
7
Experience For UK Transaction Support Agent Resume
- Develop and implement the rollout of market released or clinical product to ensure product gets to customers
- Identify, define, resolve and document customer service complaints to assist in preventative and corrective actions
- Manage department resources to ensure proper support to customers
- Create, modify, implement and train on business to ensure quality customer interactions
- Arrange direct air and courier shipments of product when emergency shipments are required to meet customer needs
- Support all standard and special order processing to ensure product is shipped to the customers accurately and timely, i.e. packs, mass shipments, capitated accounts
- Support the frontline when management is unavailable
8
Experience For Tier Specialized Support Agent Resume
- Place new applications for Warranty Plans or service requests
- Educate appropriate parties as to Plan coverage, limitations, processes and procedures
- Follow-up with appropriate parties in a timely manner, to meet expectation
- Document outcomes and process/handle accordingly
- Enhance Old Republic's relationships with the real estate community and Account Executives by providing education, and collaboration in accordance with the terms and conditions of the Plan
- As needed, assist senior Account Executives with daily tasks, or follow-up to ensure customer satisfaction
- Prepare client manual invoices, rebills, match summary bills documentation (e.g. B3, recaps and /or other client-requested documentation) to the client invoice prior emailing to client
- Ensure that all E.S.P.’s (Exceptions to Standard Procedures) are adhered to for all CLVS /invoices that are reviewed
- Participate fully with other team members in the day-to-day operations of the team, including setting team priorities, organizing and scheduling work, coordinating with others, problem-solving and decision-making, participating in meetings
9
Experience For Sales Support Agent Resume
- Self-managing – ability to work independently, but also cohesively within a team
- Keep customer account details up to date in ServiceNow
- To work with a wider team to plan key campaigns
- Provide continual updates to the customer in order to meet contractual and performance objectives
- To manage and monitor all tickets assigned, understand and use the Escalation process and action as necessary
- To monitor systems, customer networks and products, and deal with alerts and events in order to ensure contractual and key performance obligations are met
10
Experience For Escalation Support Agent Resume
- To liase and refer issues to correct/relevant entities e.g. other GCSC’s, PTT, IOC and other Vendors as appropriate
- To ensure fault reporting data entry accuracy is maintained at the highest possible standard and to liase with other relevant departments when inadequacies in data or compliance are experienced
- To undertake any other reasonable task as assigned
- Educated to Diploma, national vocational qualification, or equivalent qualification is desirable
- Organise and attend team meetings with Sales Consultants
- Build relationships with broker panel to support the wider team
- Worldwide travel perks - Discounted rates on accommodation, food, drink, spa and products
- Fantastic career growth opportunities
- The work environment is 8 hours per day and 5 days per week and subject to a shift schedule
List of Typical Skills For a Support Agent Resume
1
Skills For L Registration & Support Agent Resume
- Provide excellent customer contact experience by listening to description of problem for appropriate resolution
- Read and write clearly and effectively
- Work and communicate effectively with Support Center, Field Operations and Customers via phone/email/chats/etc
- Soft skills oriented to customer support
- Having experience of working in a targeted sales team
- Experience in writing/troubleshooting Apex Triggers and Apex Classes and using debug logs for investigation
- Maintain excellent customer rapport by resolving concerns and answering questions on initial intake
- Previous guest facing experience within a 4 and 5 star hotel
2
Skills For Enterprise Support Agent Resume
- Technical sales, technical support and/or consulting experience, preferably in
- To build strong working relationships with customers
- Experience in one or more of the following , LAN/WAN topologies. CiscoTechnologies
- Good networking/communications background
- Analyze and assist in prioritizing productivity gains and assist in implementation to continually improve the area
- Proven ability to adhere to established work schedule
- Manage and organize priorities
- Meet or exceed department metric goals and prioritize deadlines
- Experienced in technical customer
3
Skills For Claims Support Agent Resume
- Able to prioritize workload to ensure maximum efficiency
- Telephone/sales experience in a call centre environment
- To accurately log all faults in a timely and effective manner
- An effective team player with a positive attitude
- Relevant and proven strength within an administrative environment
- Customer support experience in the telecommunication industry
- Thrive in a fast-paced startup environment with shifting priorities
- Identify and escalate priority issues immediately
4
Skills For Mychart Support Agent Resume
- Proactive sales experience
- Be mentored by other, more experienced Claims members
- Lifting, moving, pushing and pulling equipment, cases, metal containers, or boxes in excess of
- Providing support for the following MPF, SMPF, IPStream, WBC, IDA, CPS, International Call Routing and other high value products
- Working closely with Underwriting on pricing
- Producing reports to realise and increase sales
- Having an interest in ICT in education
5
Skills For Operations Support Agent Resume
- Working knowledge of CLASS/COINS/AURORA
- Operating Budget Yes No Annual dollars
- Liaising with brokers to discuss pipeline/claims
- Working towards SLA’s, quality standards and other KPI’s agreed
- General clerical work such as filing, copying, mailing, etc
- Responsible for all faxing and retrieving documents, as well as tracking down faxes
6
Skills For Zong Payment Support Agent Norwegian Resume
- The ability to be in secret agent character while taking outstanding care of our visiting agents is vital
- Provide outstanding customer service; ask probing questions, answer inquiries and/or request assistance
- Exceptional at building relationships and creating rapport
- A willingness to use also self-learning tools and online documentation for self-learning
- Confident at overcoming product objections; patience in dealing with new customers who are
- Industry leading benefits including contributory pension scheme and health cover
- Work under the supervision of the lead claims representative for training, direction, and assistance on claim processing
7
Skills For UK Transaction Support Agent Resume
- Multi-task and handle record-keeping requirements
- Write in plain English, with correct use of grammar and spelling
- Understands the on-line booking process
- Responsible for occasional routing of appointments and/or ownership of assigned market area loads
- Enters client information into database, ensuring accuracy
- Identifies and recommends improvements to operating efficiencies and processes
- Knowledge of the hotel property management systems (such as Opera Sales & Catering, Cvent, Starcite, Venue Directory etc )
- A healthy curiosity to deeply investigate and understand “what’s going on under the hood” instead
8
Skills For Tier Specialized Support Agent Resume
- Document all troubleshooting and a ticket management actions via the electronic ticket management system
- Support external sales team and aide them in achieving overall sales goals
- Support by providing quotations
- Annual events including regular associate events for recognition of achievements
- Responsible for quality checking of CRM’s completed service activities
- Adopt a proactive approach to customer contact, offering products/ services to better serve customer needs
- Current legal and working authorization in New Zealand
- Current legal and working authorization in Japan
- Enforce product allocation strategies, and resolve order processing problems
9
Skills For Sales Support Agent Resume
- Work as a team to maintain high levels of satisfaction for those interacting with the Sales Support unit
- Detail oriented, critical thinker and problem solver
- Understand and follow instructions for a variety of standard/safety practices
- Accomplish work in respect of established procedures
- Maintain professional relationships with Account Executives
- Understands why customer service is so important and how to keep the customer well informed
- Competently insert formulas into a spreadsheet and produce quotes for clients or internal reports
- Be completely customer focused
10
Skills For Escalation Support Agent Resume
- Ensure work order integrity across multiple business lines and acts as point of contact for client’s customer support/customer escalations departments
- Schedule, confirm, reschedule or cancel service appointment requests received via SMS/phone/email/chats/etc
- Utilize appointment booking and capacity tools to determine location of technicians and available customer appointments and tracking appointments at risk of missing on time completion
- Update and maintain internal call dispositions and logs appropriately
- Enhance organization reputation by accepting and maintaining ownership of any exceptions during the customers’ service experience; communicate opportunities with Support Center and/or Field support resources as needed
List of Typical Responsibilities For a Support Agent Resume
1
Responsibilities For L Registration & Support Agent Resume
- Experience working with Internal and client Ticketing Systems for Incident and Problem Tracking (i.e. Jira, Service Now)
- Handle multiple tasks and prioritise on an on-going basis
- Good knowledge in one of the following systems
- Effective Communication: Uses advanced verbal and non-verbal methods of communication to influence customers and colleagues
- Very good knowledge support standard applications (like MS Office)
2
Responsibilities For Enterprise Support Agent Resume
- Producing customer proposals
- Discovering the product
- Participate in product planning sessions and assist with product testing
- Work with 3rd parties to review billing and invoices
- Work directly with the Senior Pricing Manager on any tasks or projects
- Of passing issues along
- Produce reports as required for the Head of Sales
3
Responsibilities For Claims Support Agent Resume
- To prepare packs and proposals for account managers` appointments
- Request, receive or retrieve files or documentation from internal or external sources
- Ensures stationary and office supplies levels are maintained
- Prepare basic reports as required by Client Service Teams and Release Teams/Pools
- Prepare basic forms on behalf of team or branch personnel
- Identify opportunities for process and customer service improvements
- 28 days holiday per year period. Holidays cannot be taken in the first month of employment. In months 2 and 3 of probation, holidays can be taken if accrued
4
Responsibilities For Mychart Support Agent Resume
- Search Vendor’s Knowledge Base and other sources for known issues
- Finds alternative to complete tasks when problems arise to allow work to continue
- Review all inventory as each unit gets to a local facility to ensure each unit is represented in the best way possible as well as cross check to make sure information is correct
- Proven experience as customer service and administrative or relevant role
- Input requests to move units from 1 facility to another facility
5
Responsibilities For Operations Support Agent Resume
- Work with facilities to move units from 1 location to a 3rd party location
- Provide feedback to management on any new tasks or projects
- Prepare and present reports for your department
- Learn a variety of job descriptions
- Specialist Expertise - Ability to demonstrate compassion for a caller’s situation through language and intonation. Experience in Microsoft Office and Internet
6
Responsibilities For Zong Payment Support Agent Norwegian Resume
- Fluent in English and Spanish, written and oral
- Fluent in English and German, written and oral
- To provide a professional first point of contact for the customer
- Diagnose fault-related tickets by effectively utilising software diagnostics and other network/product utility programs wherever possible. Ensure cases are allocated to the most appropriate ‘next step’ as part of the case flow process
- Ensure tickets are allocated to the most appropriate "next step" as part of the ticket floew process
- Monitor allocated territory queues to ensure SLA’s are met
- To develop a deep knowledge of Ubisoft products and process
7
Responsibilities For UK Transaction Support Agent Resume
- Provide first contact resolution of customer issues
- Take personal ownership of customer requests and provide an out of this world level of support
- Support community managers as and when required
- Support new projects and the wider business as and when required
- Remain up to date on key feature releases, workflow changes and policy updates
8
Responsibilities For Tier Specialized Support Agent Resume
- Investigate reported bugs and issues in relation to Storyful’s products and respond to internal and external requests in a friendly and professional manner
- Experience of working in a B2C environment
- Maintain support ticketing systems
- Regularly write and update product and process documentation for internal use
- Regularly develop and deliver internal trainings
9
Responsibilities For Sales Support Agent Resume
- Promote and facilitate exceptional interdepartmental communication; in particular, act as a key contact point between the editorial and product team
- Efficiently manage client account creation and maintenance for all Storyful products and continuously work cross functionally to improve client onboarding processes
- Processing SR/claims and obtaining a performance score of at least 75% for the first 30 days, 85% for days 31+
- Fluent in English and French, written and oral
- Take responsibility for identifying own needs for personal development and additional training. Take responsibility for learning the skills necessary to identify issues, analyze the problems and offer solutions
- Actively seek opportunities for personal development
- Able to give constructive feedback
- Be open and react constructively to feedback to improve your performance
- Obtained LPI/Redhat Certification
10
Responsibilities For Escalation Support Agent Resume
- Maintenance of Salesforce.com
- 2 Yrs College 2 – 4 Years
- Phone skills/Customer Service – Ability to handle a high volume of inbound and outbound calls. Responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments
- Teamwork – Balances team and individual responsibilities; exhibits objectivity and openness to others’ views; gives and welcomes feedback; puts success of team above own interests; able to build morale and group commitments to goals and objectives
- Microsoft Office and Windows 7– Standard working knowledge of Word, Excel, and Outlook as well as Windows 7
- Technology Evangelizer: Proactively researches and assesses security technology; explores new innovations; early tester of new and emerging technologies
- Able to multi-task is essential
- Technical Knowledge: Ability to learn and quickly become proficient with a vast number of technologies, providing both support and troubleshooting services in a professional and authoritative manner
- Written Documentation Skills: Writing documentation for tasks, procedures and knowledgebase articles needed to support the understanding and efficiency of MSS services
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