Support Product Specialist Resume Sample
Rosanna Hoppe
6262 Effie Cape,
Los Angeles,
CA
+1 (555) 252 6104
Work Experience
Product Support Specialist
01/2018
-
PRESENT
Houston, TX
- Answer Telephone Support
- Provide operational support for Garmin’s consumer electronic products
- Compliance with HRD-003 (Garmin’s Attendance Policy) and other policies pertaining to the workplace
- Understands Garmin’s Mission Statement, Vision, Values and Quality Policy and enthusiastically exhibits a desire to see Garmin succeed
- Career Gap Analysis
- Provide input and direction regarding an associate’s technical qualifications during the hiring process, as well as, COMPASS/PIP documentation
- Interface with Polycom’s Certified Skype for Business, and Office365 Partners, customer IT administrators, and Polycom engineering teams with a keen focus on delivering a consistence level of service
- Provide best-in-class expert level technical support to address complex technical challenges involving Polycom’s full suite of products and solutions
Technical Support Product Specialist
10/2010
-
08/2017
New York, NY
- Work in collaboration with members of the wider support team to develop each agent’s technical skills to even greater levels as the service expands across the globe
- Responsible for providing technical support to GXS customers via phone and/or electronic format for various GXS products and services
- Diagnose and solve customer reported problems ranging from simple to complex issues on functionality, usage and troubleshooting of GXS products within the established guidelines
- Display end to end case ownership, from the time the problem is reported until the resolution is delivered to the customer
- When necessary, the technical support specialist needs to work with internal GXS teams to satisfy the customer’s needs
- Adhere to the internal business processes set by the leadership team
- Effectively own and/or coordinate service requests, for issues outside their scope, with other teams until closure
Technical Support & Product Specialist
03/2005
-
09/2010
Houston, TX
- Performs related work and special projects as required
- Mentor and train associate level Technical Support Specialists
- Be the point of contact of the team in the absence of the team’s supervisor and/or manager
- Identify product defects or enhancements and work with the Product Management group for resolution
- Responsible in handling customer escalation in the absence of the team’s supervisor and/or manager or as required
- Demonstrated knowledge and understanding of medical devices related to active photopheresis systems in a critical care environment including patient monitoring, user support and training
- A demonstrated ability to understand technical information related to medical devices with strong attention to detail , quality and GDP practices
- Communication and interpersonal skills with a demonstrated ability to communicate ideas and information. Daily contact with confused, concerned or irate customers is the norm-confident demeanor and poise is required
- Provide product navigation and usability training to new users at existing member organizations
Education
Neumont University
2000 - 2004
Bachelor's Degree in Computer Science
Professional Skills
- Proven interpersonal skills including excellent communication skills and the ability to work in a team environment
- Excellent interpersonal skills; well organized, detail oriented; strong oral and written communication skills
- Strong communication skills and the cooperative, interpersonal and presentation skills to manage internal and external interfaces
- Strong written and verbal English communication skills. Additional language skills are advantageous
- Demonstrate strong analytical skills and creative problem-solving approach
- Well-developed presentation skills, oral and written communication skills with good negotiation ability
- Understanding of scripting and automation technologies. Scripting skills required; any programming / scripting language experience is good
How to write Support Product Specialist Resume
Support Product Specialist role is responsible for technical, customer, interpersonal, analytical, troubleshooting, basic, english, mechanical, analysis, training.
To write great resume for support product specialist job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Support Product Specialist Resume
The section contact information is important in your support product specialist 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 Product Specialist Resume
The section work experience is an essential part of your support product specialist 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 product specialist 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 product specialist position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Support Product Specialist resume experience can include:
- Excellent interpersonal skills; well organized, detail oriented; strong oral and written communication skills.
- Good customer service skills or previous relevant experience
- Demonstrate cooperative team effort within work group. Work effectively with other groups and departments. Demonstrate respect for others
- Communication skills - ability to effectively communicate with various audiences with business, product and technical perspectives
- Capable of effectively and accurately working on several projects at one time, organizing and prioritizing tasks, and working in a fast paced environment
- Excellent technical writing skills for authoring and maintaining support documentation (Tech Bulletin’s, FAQ’s, etc.)
Education on a Support Product Specialist Resume
Make sure to make education a priority on your support product specialist resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your support product specialist 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 Product Specialist Resume
When listing skills on your support product specialist 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 product specialist skills:
- Excellent written and oral communication skills with proven ability to quickly absorb technical concepts and effectively communicate to non-technical audience
- Excellent writing skills/professional email and phone skills
- Working effectively in individual and team environments to resolve customer issues while providing an excellent customer experience
- Effectively troubleshoot systems, software, and any potential obstacles that prevent the end user from utilizing our products effectively
- Communication skills – ability to effectively communicate with various audiences with business, product and technical perspectives
- Proven track record solving complex customer problems utilizing deep customer empathy in conjunction with numerical, abstract and verbal reasoning skills
List of Typical Experience For a Support Product Specialist Resume
1
Experience For Product Support Specialist Resume
- Excellent PC skills required in Microsoft Office
- Solid organization and internal relationship management skills
- Good customer service skills - maintain a positive service attitude with the ability to understand and empathize with customer concerns
- + Manage time effectively by prioritizing calls, follow-up and administrative tasks to achieve team and individual Key Performance Indicators (KPI)
- Leverage excellent communication skills to bridge between internal and external clients and technology teams
- Excellent written communication and verbal skills – be an active listener
2
Experience For Technical Support Product Specialist Resume
- Strong technical acumen including a understanding of networks, core computing concepts and experience with Unix and Unix scripting
- Demonstrate a strong attention to detail – vitally important when troubleshooting complex situations while documenting all efforts for future needs
- Competent computer skills including MS Office, CRM and customer ticketing system
- Stay abreast of new features, trends, and tools, and help facilitate training and cross-learning on newly acquired skills, tools, and processes
- Experience in customer service, sales support or related business experience
- Sufficient analytical skills needed to understand and interpret theoretical/mathematical calculations in BondEdge
- Sufficient technical skills needed to troubleshoot the BondEdge application and BondEdge OnDemand platform
3
Experience For Customer Support Product Specialist Resume
- Communicate and work effectively with Item Master, Marketing, and Product
- Exceptional troubleshooting and diagnostic skills, and ability to interpret electrical and mechanical drawings
- Quick analytical problem-solving skills. Measured on rapid and efficient turnaround of technical queries with positive customer resolution
- Continuously develop technical skills to assist in triage and resolution of issues
- Effectively learn Treasury and technical products, services and solutions and readily apply new knowledge is required
- Time Management: Effectively manage time and resources to ensure that work is completed efficiently
- Strong Hardware Integration Experience
- Possesses systems aptitude and analytical skills
4
Experience For Technical Support & Product Specialist Resume
- Analytical skills; ability to dive into data and extract insights
- Able to effectively communicate to a technical and non-technical audience
- Demonstrated successful customer service experience
- Effectively work across multiple functions
- Utilize Product Support workflow system effectively and report status of all work projects to manager as requested
- Prioritizing product and engineering improvements that would reduce support load and working with engineering to see these executed
- Navigating the client through to resolution while making it a great experience while providing professional service
- Prioritizing and managing calls in an efficient and professional manner
5
Experience For Support Product Specialist Resume
- Working in a fast-paced environment with constantly changing priorities
- Marketing/Financial experience preferably in the healthcare industry, specifically relating to the laboratory
- Troubleshooting experience in a call center environment using phone, email, and chat support
- Working knowledge and experience with industrial automation products (hardware or software)
- Testing of Opentext Products issue within the various environments for validation and solution purpose
- Using good business judgement to manage customer escalation requests
- Proven track record of delivering challenging engineering and services programs on schedule and on budget
- Experience developing, executing, and managing successful campaigns aligned with key strategic business goals
- Commercial Savvy – Skilled at managing the commercial side of the business, including inbound and outbound marketing, distribution, sales and customer
6
Experience For Product Support Specialist Resume
- Experience writing user documentation and creating visual media
- Provide excellent customer care with deep knowledge of BondEdge system workflow processes, including moderate understanding of key BondEdge product features
- Develops and maintains strong working relationships, with partners in other business functions including customer delivery and technology
- Continually drive efficiency by streamlining and improving practices to support an efficient and effective deal desk team
- Experience using and applying AutoCAD Mechanical and other AutoCAD software
- Experience using and applying AutoCAD Architecture and other AutoCAD software
- Experience using and applying AutoCAD, AutoCAD Mechanical and (or) other AutoCAD software
7
Experience For Technical Support Product Specialist Resume
- Experience and understanding of incident tracking, preferably Salesforce.com
- Experience in server-side scripting languages: one or more of the following: PHP, Ruby, Python, Perl
- Experience in one or more server-side scripting languages including PHP, Ruby, Python, Perl
- Experience and factory-sponsored training in the heavy (e.g., construction, material handling, farm) equipment environment
- Some experience using ticketing software such as Salesforce, Zendesk, Jira, or similar to manage a case queue
- Strong performance or ability to work in a customer care role consistently exceeding expectations and scoring greater than the team average
- Personal or professional demonstrated expert technical aptitude, problem solving and troubleshooting ability
- Customer-focused: Building strong customer relationships and delivering customer-centric solutions with empathy and attention to detail
8
Experience For Customer Support Product Specialist Resume
- Five years of relevant experience in support & usage of Unix based solutions, development, testing, or consulting
- Experience working as a Drilling Engineer
- Experience reviewing and understanding application and web server logs
- Incident tracking and case logging (preferably Salesforce experience)
- Actively engage in a team environment, assisting peers and ensuring that a strong team culture is kept intact
- Hands-on experience in using or supporting analytical or clinical liquid chromatography and mass spectrometry methods, hardware and software,
- Maintain personal competence for meeting job responsibilities through effective use of product information and technical data provided by factory
- Solid understanding of automotive mechanics and / or automotive chemistry
- Previous experience in handling service calls in a timely manner
9
Experience For Technical Support & Product Specialist Resume
- Experience with Case Management tracking tools
- Develops and maintains strong working relationships, with partners in other business functions in Product and Technology
- Customer service/ support or similar experience operating in a fast-paced environment
- Experience working with complex systems
- Train to bridge the gap between existing product knowledge and experience
- Customer service or similar experience operating in a fast-paced environment
- Good understanding of economics, business, financial markets, and performance analytics
- Serve as the face for customer support in the region, engaging with customers proactively and reactively to ensure a differentiated service experience
10
Experience For Support Product Specialist Resume
- Strong understanding of ICE Data Services real-time product suite
- Strong knowledge of computer networking, workstations and all versions of MS Windows and Microsoft Office
- Strong knowledge of payment systems, POS terminals, technical assembly, wiring & diagnostic principles, and laundry equipment is ideal
- Experience communicating with internal and external team members (vendors, 3rd parties) across all levels
- Cisco video endpoint support experience desirable
- Customer support experience
- Prioritize work in a fast paced environment, handle multiple tasks and work under time constraints
- Assist other Fluke Networks departments where appropriate, and develop solid internal partnerships to ensure our customers satisfaction
- At least one year in a proven, successful first line customer contact position
List of Typical Skills For a Support Product Specialist Resume
1
Skills For Product Support Specialist Resume
- Excellent written and oral communication skills with proven ability to quickly absorb technical concepts and effectively communicate to non-technical audience.
- Excellent verbal, written and interpersonal communication skills, ability to communicate effectively with technical and non-technical personnel
- Good working knowledge of computers, networking and software application skills
- Good listening skills and the capability to remain calm and helpful when working with customers is essential
- Strong PowerPoint skills, including ability to creatively display information while remaining within brand standards
- Strong document writing/formatting skills
- Good all round technical/networking skills
- Excellent Microsoft Office skills, including Excel and PowerPoint
- Strong organisational analytical and problem solving skills
2
Skills For Technical Support Product Specialist Resume
- Strong customer service, troubleshooting, and analytical skills
- Good influencing and negotiations skills
- Excellent written and verbal communications skills in a customer facing role
- Excellent written, oral communication and training skills
- Excellent business writing skills to ensure documentation is written in a clear and concise manner
3
Skills For Customer Support Product Specialist Resume
- Blend of left and right brains: strong quantitative/analytical abilities, combined with exceptional communication and writing skills
- Excellent listening skills and the ability to relay information clearly and concisely
- Strong problem solving with an emphasis on customer service skills necessary
- 1) Previous experience with the following IT Skills
- Strong analytical hardware and application problem solving skills
- + Strong verbal and written communication skills
4
Skills For Technical Support & Product Specialist Resume
- Strong drive and performance orientation skills required
- Strong communication skills: written, presentation, verbal
- Effective communication skills with the ability to leverage available resources to work complex cases
- Strong analytical/research skills, with ability to work independently and accurately manage large amounts of detailed information
- Work independently with the competence to prioritize and work on multiple tasks in parallel; able to make decision effectively while under pressure
- Strong relationship and communication skills with both external and internal customers is required
5
Skills For Support Product Specialist Resume
- Strong technical troubleshooting and analytical skills, in resolving product features related, installation and licensing issues
- Excellent interpersonal skills, to include proper phone etiquette and positive attitude
- Detail oriented w/good organizational skills
- Self-confident with excellent interpersonal and communication skills
- Excellent written and verbal English and Korean language communication skills in order to support Korea market & it's customers in the region
- Excellent interpersonal skills and ability to form productive internal and external relationships to leverage resources
- Excellent verbal, written and interpersonal communication skills with emphasis on attention to detail
6
Skills For Product Support Specialist Resume
- Excellent time management and strong sense of priority
- Excellent verbal (telephone) and written communication skills and professional etiquette
- Good communication skills, both verbal and written, clear, concise and accurate are essential
- Excellent verbal/interpersonal communication skills are essential
- Strong interpersonal communication skills to assist end users by phone and by written response
- Excellent interpersonal skills, coupled with the ability to work in high pressure environments and within a team atmosphere
- Prior end user support of enterprise software application or general prior customer service experience
- Managing pressure effectively
7
Skills For Technical Support Product Specialist Resume
- Prior experience in digital marketing/advertising or using systems such as Convertro, Adometry, Google Analytics, SiteCatalyst, or other marketing analytics
- Prior experience in one or more of following technical areas: Routing & Switching, IP Telephony, TelePresence/Video
- Intellectually curious: learning from mistakes, adapting to change, and seeking out ways to develop new skills
- Exhibition of critical thinking skills by identifying and challenging assumptions; imagination and exploration of viable alternatives
- Prior experience in designing and implementing various inteop Solutions
8
Skills For Customer Support Product Specialist Resume
- Good knowledge of working with Oracle and SQL relational databases management systems, strong knowledge of SQL scripting
- Good knowledge of working with Oracle and SQL relational database management systems, strong knowledge of SQL scripting
- Demonstrate and possess a good understanding and working knowledge of Diebold Nixdorf manufactured/service equipment
- Prior experience in geo data processing and/or Google Earth Engine, ENVI, Erdas, ArcGIS, QGIS or equivalent (map software’s)
- Prior experience working independently and autonomously on projects
- Prior experience interpreting blueprints and technical drawings
- Establish sound product and system troubleshooting skills on all QED equipment, new and old
- Prior training experience
9
Skills For Technical Support & Product Specialist Resume
- Strong proficiency with standard office software, experience with WERCS SDS authoring software helpful
- Controls system design and programming experience demonstrated through level 2 technical competency of three or more areas of specialization
- Manage multiple concurrent work streams, each with multiple facets, in varying stages. Implement new ideas effectively within the Google culture
- Superior customer service, problem solving and conflict resolution skills
- Capture client product support requests through internal workflow tools to ensure excellent user experience and support business metrics and reporting
- Superior communication skills, especially in explaining technical terms in a way that non-technical individuals can understand
- Drive resolution and communication on high profile issues such as Priority 1 and Priority 2, including communication to senior leaders and external clients
- Intermediate skills using Outlook, Word, Excel, Adobe Acrobat, CAD software, etc
- Clear written, oral, and in person communication skills
10
Skills For Support Product Specialist Resume
- Demonstrate a strong sense of ownership and empathy for customer’s problems
- Excellent Microsoft Office experience, especially Word and Excel
- Demonstrate a good knowledge of professional office stands, procedures and goals
- Build Customer Loyalty: Effectively meet customer needs; build productive customer relationships; take responsibility for customer satisfaction
- Possess the ability to manage time and prioritize critical priorities
- Solid research experience, ability to provide problem solutions quickly and professionally to customers
- Academic qualifications in related fields of study or strong work experience in related industry
List of Typical Responsibilities For a Support Product Specialist Resume
1
Responsibilities For Product Support Specialist Resume
- Superior communication and interpersonal skills, excellent telephone manner
- Excellent written and verbal Mandarin and English communication skills, in order to support China market and its customers
- Participate in the development of communications that effectively convey our product features and value prop
- Fluent skills in written and spoken English, basic Finnish required
- Strong Microsoft Office experience (Word, Powerpoint, Excel, Access, Visio)
- Experience, preferably in a consumer goods industry
- Effectively communicate to industry professionals (oral and written) while troubleshooting Oncology Information Systems (OIS)
2
Responsibilities For Technical Support Product Specialist Resume
- Work independently and prioritize workload in an effective manner
- Work in collaboration with members of the wider support team to develop each agent’s technical skills to even greater levels
- 3+ years’ experience developing, executing, and managing successful campaigns aligned with key strategic business goals
- Experience triaging, troubleshooting and resolving inbound issues from customers and/or internal bug queues either directly or with vendors
- Experience/exposure to managing multiple departments and productions using Shotgun
- Skilled at interpreting and distilling complex or technical information for others
- Experience providing application training to internal and external customers
- Experience reviewing and analyzing application and web application server logs
- Experience working with and understanding of IBM MQ
3
Responsibilities For Customer Support Product Specialist Resume
- Experience and understanding of incident tracking, preferably Web Help Desk or Salesforce.com
- Management of application defect remediation, including negotiating priority of deliverables with vendors
- Previous experience building or supporting connected devices, especially wearables, fitness trackers, GPS units, smartphones, or related technology
- Be the first point of contact for issues impacting our stakeholders and deliver a white glove experience
- Customer service or similar experience operating in a fast-paced environment
4
Responsibilities For Technical Support & Product Specialist Resume
- Experience in product support or working in analytical laboratory with analytical instruments and/or applications
- Experience in safety program implementation including familiarity with Safety Data Sheet requirements
- Resolves and troubleshoots complex technical/business operational issues placing MEA needs as a priority
- Actively provide strong product and market support to Product, Marketing, Sales and Operations teams to help drive revenue growth in the North American market
- Take initiative: having a strong sense of ownership with a bias for action and willingness to role-up your sleeves
- Organized: clarifying assignments, prioritizes work and pays attention to detail to ensure work is done in a timely and high quality manner
- Rigsite or Real Time Operating Center experience
5
Responsibilities For Support Product Specialist Resume
- Experience querying server logs
- Experience using Linux or a UNIX-like system along with the ability to use command-line
- Experience supporting an application
- Experience dealing with external vendors in a manner which drives results toward ProQuest objectives ethically and assertively
- Demonstrated history of working with external parties to align and accelerate internal objectives
6
Responsibilities For Product Support Specialist Resume
- Experience sourcing content for customers
- Experience using MS Office products; specifically, Excel
- + Demonstrate empathy, patience and resilience while safely assisting customers
- Detail oriented service experience following protocols
- Site administration experience on online booking tool applicable for the client/account
- Relevant experience working with product/application support
- Experience with Help Desk applications such as Service Now; and utilizing ITIL based processes
7
Responsibilities For Technical Support Product Specialist Resume
- Experience developing detailed business justifications
- Experience working directly with clients in a technical support capacity
- Extensive experience working with Excel pivot tables, VLOOKUPs, and other advanced Excel functions
- Experience using Autodesk Civil 3D
- Perform off site installation, testing and validation
- Manage production support backlog based on impact and priority leveraging technology to communicate and report progress
- Flexible with schedule to accommodate deployments, high priority issues and evolving 24/7 technology support cycle
- Experience with Agile Lifecycle Management (ALM) tooling such as JIRA and Confluence
8
Responsibilities For Customer Support Product Specialist Resume
- Demonstrated success supporting consumers in web and mobile app technologies
- Proficient with significant experience in Microsoft Office products including Word, Excel, Access, PowerPoint, and Visio as well as Internet technologies
- Demonstrable experience successfully managing large amount of day-to-day activities
- Successful experience managing multiple projects
- Experience in developing Knowledge based systems
- Experience in the banking or payments industry
9
Responsibilities For Technical Support & Product Specialist Resume
- In-depth knowledge and experience using Microsoft Office
- Experience of administering product support in previous role
- Desire to attain a solid Valves Equipment with a career path leading to Product Management
- BA in English, Animation, Film & TV or related field - or comparable work experience
- Experience of close communication direct with customers required
- Experience of electrical and electronic repair and diagnostics
- Previous customer and product support experience for a medical device company desired
10
Responsibilities For Support Product Specialist Resume
- Follow-through multiple projects simultaneously and set priorities with foreseeable time constraints
- Build and maintain strong client and internal team relationships
- Experience in product support or laboratory work
- Highly skilled in MS Excel, PowerPoint, Word, Outlook
- Strong work ethic, diligent, and detail-oriented
- Lead key global and regional projects to drive operational efficiency and improve the customer experience
- Strong in communication with different clients and partners; service-oriented but yet assertive
- Good in numerical and analytics
- Collaborate with the wider organizational teams to drive performance improvements, share knowledge and improve customer experience
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