Technical Customer Support Resume Sample
Adalberto Mohr
604 Berge Cove,
Boston,
MA
+1 (555) 493 8279
Work Experience
Manager, Technical Customer Support
01/2017
-
PRESENT
San Francisco, CA
- Provide catalog level support for ABB’s low voltage products and continually updates this knowledge as new products and features are launched
- Successful experience with customer interactions, e.g. in a call center, retail environment, etc
- Experience in customer focused role(s) with demonstrated ability to proactively develop professional customer relationships by listening, understanding, anticipating and providing solutions to customer needs
- Experience in role where good judgment and proven problem solving ability and ability to think independently while working with specified time constraints, such as first call resolution, average speed of answer, etc. has been demonstrated
- Resolve issues and conflicts in a professional manner while maintaining composure and confidence
- Experience in MS Office Suite: Outlook, Excel and Word
- Great Attention to Detail and participates by listening as well as by providing input
- Work in a team environment to get the job done
- Independent thinker and self sufficient
Technical Customer Support
06/2014
-
12/2016
Dallas, TX
- Two (2) years or more experience in technical diagnostic and customer resolution exposure related to most major vehicle/engines in Ryder fleet
- Highly technical skills with expertise experience related to Ryder fleet assets
- Expertise in refrigeration, lift gate, electrical, after-treatment systems, OEM platform and Ryder technical certifications/qualifications (PM, Brake, Tire & Wheel, A/C, Battery Charge & Check, etc.)
- Ensure clients are provided with the best service by managing, directing, and developing a team that is focused on World-class service and committed to successfully achieving the Customer Care Organization’s objectives
- Prioritize the team’s work, including internal service requests, escalations, and client remediation efforts
- Meet all SLA’s by determining the what, why and how we can correct primary call/case drivers across all clients
- Implement mandatory and performance related enhancements/upgrades to the installed systems per applicable
Assistant Technical Customer Support Coordinator Italian
11/2009
-
12/2013
Los Angeles, CA
- Responds to customer calls to provide technical support for Beckman Coulter Informatics and middleware systems (Remisol, DxONE)
- Primary expectation for the incumbent includes troubleshooting with customers and company staff to distinguish between hardware, software, and interface connection issues to resolve over the phone or dispatch the appropriate resource
- 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
- Four (4) years or more experience in transportation maintenance
Education
Strayer University - Nashville Campus
2003 - 2008
Bachelor's Degree in Business
Professional Skills
- Excellent communication skills, client facing/onsite client activities/experience are required
- Multitasking and time-management skills, with the ability to prioritize tasks
- Excellent English skills: speaking, written and listening
- Excellent analytical skills and are used to working in a structured way
- Strong leadership and communication skills and the ability to clearly articulate product functionality
- Good knowledge of C/C++, including debugging skills
- Communicates basic technical solutions to customers using effective communication, listening and comprehension skills
How to write Technical Customer Support Resume
Technical Customer Support role is responsible for listening, basic, wireless, software, languages, english, leadership, training, integration, database.
To write great resume for technical customer support job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Technical Customer Support Resume
The section contact information is important in your technical customer 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 Technical Customer Support Resume
The section work experience is an essential part of your technical customer 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 technical customer 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 technical customer support position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Technical Customer Support resume experience can include:
- Demonstrates leadership qualities. Demonstrates strong customer service and communication skills
- Effectively communicating and building strong relationship on different levels of the client organization
- Communicates basic technical solutions to customers using effective communication, listening and comprehension skills. Diffuses upset customers
- Excellent communication skills, verbally and written in English and Dutch
- Proven work experience in Front Office or similar role
- The ability to work effectively and efficiently cross-functionally
Education on a Technical Customer Support Resume
Make sure to make education a priority on your technical customer support resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your technical customer 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 Technical Customer Support Resume
When listing skills on your technical customer 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 technical customer support skills:
- Prioritizes effectively, acts with speed and agility. (Charts the Course)
- Excellent knowledge of database technologies such as Oracle, and advanced experience with Windows operating system
- Demonstrated working experience required
- Work experience, highly evaluated experience in relations with customers
- Excellent knowledge of SQL, and good knowledge of C#
- Experience on leading/managing complex issues and projects with minimal guidance
List of Typical Experience For a Technical Customer Support Resume
1
Experience For Manager, Technical Customer Support Resume
- Able to operate necessary test equipment including Oscilloscope, Multimeter, Frequency counter
- Experience troubleshooting to component level
- Maintains good overall knowledge of the FusionInvest product and how it interacts with other products in the FinAstra portfolio
- Generating orders and resolving service request
- Advising and supporting our clients onsite on irregular basis
- Continue to nurture each customer relationship by providing ongoing training and troubleshooting support, as well as follow-up site visits
- Is capable of understanding the client needs and finding solutions
- Responsibility covers FSE product & application training
2
Experience For Senior Specialist Technical Customer Support Resume
- Has a proactive approach, giving feedback and proposal to the software development team
- Performs technical investigation of the issues reported, providing adequate solutions where feasible and/or complete analysis details to R&D teams
- Provide advanced technical and troubleshooting support, both on-site and remote phone support, to field Applications and Hardware Specialists
- Oversee hardware installation, software set-up, and provide training directly to clients and support teams
- Conduct product training to customers both remote and onsite
- Maintains contact with vendors and internal technical team
- Builds relationships with business leaders, technology business partners and customer support technicians
- Dispatch problems to local support subject matter expert as needed
3
Experience For Technical Customer Support Consultant Resume
- Manage Sharepoint sites, and public Web Pages for the operations team
- Work with FSM’s and PSM’s to drive escalated service issues to timely and satisfactory conclusions
- Achieve departmental goals and objectives to meet the company’s operational plan
- Scope: Telephone (and other electronic media) to provide customers with information necessary to run their Nortek Group HVAC products and systems
- Demonstrated experience with field installations, contractors, contracts and bidding (the commercial side); "systems" engineering and a variety of HVAC equipment (the equipment side); controls and software (the integration side)
4
Experience For Dir Technical & Customer Support Resume
- Demonstrated experience in managing challenging jobs with the objectives to mitigate the impact on customer’s building/experience while also minimizing the financial burden on the company. This requires working with multiple entities on a job – building owners, general and mechanical contractors, engineers, and local servicing contractors
- Work with engineering, manufacturing on problem resolution and final field and production fixes to service issues on our equipment
- Adapt at building/contributing to CRM systems
- Keep up to date on trends, training and manufacturing at our plants
- Formalize through development and documentation job responsibilities, methods, procedures for all areas
- Be a part of an “Authorized Service Partner” program to include training on company equipment, a “certification process”, and marketing collateral. These partners would include local servicing contractors and/or the service arms of company’s independent sales representatives
- Fully documents customer interactions in real-time
- Identifies and escalates complex problems under direct supervision
- Collaborates with fellow technicians and supervisor to solve problems
5
Experience For Technical Customer Support Services Specialist Resume
- Familiarizes self with new technologies, products and platforms
- Technical, understand network basics, be able to troubleshoot networks, have experience with roll-out projects, use a ticketing system (preferable Remedy), be able to make and take phone calls, be detailed orientated, motivated, be able to work under stress and in a fast paced environment
- Distributor technical support with immediate concern on ME region (Egypt > Pakistan)
- Provide pre-sales support to distributors for all product segment applications
- Manage and provide technical trainings to distributors on all product lines
- Provide distributors Gemba field support on complex projects (pre-sales & installations)
6
Experience For Manager Technical Customer Support Resume
- Provide onsite field support to distributors for complex product technical issues which are unable to handle by distributors
- Technical issues management within ME region
- Currently works as immediate technical support for Graphics/BX for MEA
- Work as immediate technical support for GSA tobacco project within MEA
- Manage technical for direct business in UAE from pre-sales, installation and after sales support
- Mange & mentors FSE for direct business
- Able to provide excellence after-market support
7
Experience For Technical Customer Support Engineer Lab Automation Resume
- Flexible approach and attitude
- Needs to be technical, understand network basics, be able to troubleshoot networks, have experience with roll-out projects, use a ticketing system (preferable Service Now and/or Salesforce), be able to make and take phone calls, be detailed orientated, motivated, be able to work under stress and in a fast paced environment
- Manages multiple tickets related a spectrum of technical problems. Collaborates with fellow technicians, engineers and supervisor including the customer's to solve complex problemSearch Jobs US
- Analyzes and corrects product issues/ malfunctions with intermittent supervision on day-to-day work and general supervision on new assignments. Works on a full range of problems of moderate scope that require selection and/or modification of existing procedures and processes
- Needs to be technical, understand network basics, be able to troubleshoot networks, have experience with roll-out projects, use a ticketing system (preferable ServiceNow and/or SalesForce), be able to make and take phone calls, be detailed orientated, motivated, be able to work under stress and in a fast paced environment
- Affinity for training and communicating with customers in a professional and timely manner
- Assemble and disassemble products requiring repair or calibration
- Track repair items in process by updating RMA Database as repair items pass though the repair processes
- Issues RMA to customers needing to return products for repair or calibration
8
Experience For Senior Technical Customer Support With French Resume
- Responsible for the client communication, advising related to photovoltaic and the software
- Undergraduate student; pursuing BA/BS
- Mentor the Tier 1 call center team. Provide status updates, participate in other meetings, and provide periodic training
- Make bring out other people’s potential/talents
- Repair and Calibration of products owed by customer and returned for repair or calibration
- Troubleshoot and repair Mechanical assemblies
- Able to use Windows OS, MS Word, MS Excel
9
Experience For French Technical Customer Support Representative Resume
- Able to follow/write/modify test procedures
- Able to speak clearly on the phone
- Works on a full range of problems of moderate scope that require selection and/or modification of existing procedures and processes. Manages multiple tickets related a spectrum of technical problems
- Progressive supervisory/management experience with at least 1 year in a call center environment
- Travel: is 60%- Both car and air travel
- Analyzing issues, which occur in SimCorp Dimension in production at our clients, and creating convincing solutions in close co-operation with our developers and subject matter experts around the world
- Analyzing system performance and advising on system performance optimization at clients
- Carry out and assist with upgrades of SimCorp Dimension installation at clients
10
Experience For Hardware Technical Customer Support Consultant Resume
- Collaborates with fellow technicians and supervisor to solve problems and diffuse upset customers
- Assess research, trouble-shoot and remedy vehicle roadside breakdowns handled through Ryder Customer Response Center (RCRC) with full autonomy of decisions related to cost and responsible to improving customer uptime
- Assist with follow ups, escalations, service provider interactions in partnership with RCRC agents and leadership. Provide periodic summaries and analysis to the maintenance team to improve breakdowns, OEM quality, and warranty issues
- Provide updated technical knowledge to the maintenance team, including OEM provided information, internal technical training, technical bulletins, infoCenter and other sources for training and development
- A Choice of Three Medical Insurance Plans
List of Typical Skills For a Technical Customer Support Resume
1
Skills For Manager, Technical Customer Support Resume
- Five to seven years experience in installation, maintenance, and troubleshooting and correcting diverse HVAC/heat pump service issues
- Strong knowledge of building processes and communicating new processes across departments
- Contribute to building and debugging test Environments for 3DExperiencePlatform as part of our installation and migration teams
- Experience working with worldwide team is an advantage
- Experience within a Customer facing Service Desk or NOC role
- Knowledge of financial services industry gained from work experience in the financial sector, or interest in gaining this knowledge
- Technical role in IT/Banking sector, preferably previous experience with Finastra
- Commitment to customer service - willing to go the extra mile to provide excellent service
2
Skills For Senior Specialist Technical Customer Support Resume
- Experience with quality management, understanding of customer support related KPI’s and measurements
- Management experience, preference for managing both in-person and remote employees
- 2 – 3 years experience working in a service-oriented, customer support, technical support or related field
- Experience supporting various technical products
- Experience with web servers (ideally IIS, Tomcat)
3
Skills For Technical Customer Support Consultant Resume
- Database administration experience (SQL)
- Customer Service experience ( IT industry required)
- Telephone Customer Service Experience (2-3 years)
- Acts as an escalation point for clients for high priority/severity issues
- Establishes and develops strong relationships with other teams within the region but also within the R&D/ESG organizations
- Workforce Management support experience
4
Skills For Dir Technical & Customer Support Resume
- Workforce Management support experience C# / .NET / Silverlight
- Excellent Chemistry/Immunoassay product and application knowledge
- Demonstrates ability to articulate technical issues in simple to understand terms to both management and customers
- Middleware and/or Laboratory information system knowledge or experience
- Hematology and/or Chemistry experience
- Experience in Linux embedded system development and linux os internals
- Experience in uboot, bios development is an advantage
5
Skills For Technical Customer Support Services Specialist Resume
- Experience in openwrt is an advantage
- Applications experience with Beckman Coulter Automation products
- Proven track record of technical leadership across functions
- Valid driver’s license and meets Beckman Coulter safe driver criteria
- Experience in Simcorp Dimension would be an advantage
- Experience with Computers and Websites (2-3 years)
- People Management role/experience
6
Skills For Manager Technical Customer Support Resume
- Good knowledge of Microsoft office products & confident with other IT applications
- Strong knowledge of web applications
- Document process improvements and knowledge articles based upon their experiences
- Hands-on experience with office equipment (e.g. fax machines and printers)
- Answering telephone calls and checking mail, fax, and email correspondence from customers
- Operating a computer utilizing online guidelines to respond to customer inquiries
- Informing customers about services available and assessing customer needs
- Resolving issues on the first call or contact whenever possible without transferring the customer
- Communicating with customers on the phone or through written correspondence to resolve issues and alleviate concerns
7
Skills For Technical Customer Support Engineer Lab Automation Resume
- Willing to travel up to 80% of the time on short notice (1 day)
- Updating database Generate invoices
- Mentoring FSE on customer management, SE support and product knowledge improvement
- Assist in awarding and defining badges for our employee recognition program
- Solves problems within defined quality standards using a basic understanding of products, solutions, and customer environments
8
Skills For Senior Technical Customer Support With French Resume
- Wired networking knowledge required
- Monitors and ensures that the KPIs relating to support quality, as well as internal customer SLAs, are met
- Assists team members to bring together the necessary expertise and resources to work on difficult problems
- Champions knowledge sharing and collaboration as a way for the company to ‘win together’
- Ensures the commitment of all internal parties during escalations
- Basic computer literacy with a working knowledge of the Microsoft Office Package
- Actively participates in cross functional brainstorming sessions. (Drives Innovation & Growth)
9
Skills For French Technical Customer Support Representative Resume
- Knowledge of IP technology and troubleshooting
- Knowledge of SDH/SONET technology and troubleshooting
- Knowledge of DWDM technology and troubleshooting
- Knowledge of Ethernet technology and troubleshooting
- An adventure in the cutting-edge SaaS solutions and IT, connected car and B2B market
10
Skills For Hardware Technical Customer Support Consultant Resume
- 16 hours of Global IDEXX Volunteer Efforts (GIVE) Days – helping to make the communities in which we live and work a better place
- Problem solving and process improvement mind-set
- Serve as the initial contact for incoming telephone and chats from DASSAULT SYSTEMES customer
- Document the problem clearly within our bug tracking system and determine the severity
- Participates in technology transfer initiatives among IT departments, R & D, and Product Engineering
- Works on a limited variety of problems of limited scope using defined procedures and practices
- Provide assistance to Distributor Manager with sole responsibility of managing technical aspects within ME
- Job covers installation coordination up to payment closing to distributors from OEM subsidiary
List of Typical Responsibilities For a Technical Customer Support Resume
1
Responsibilities For Manager, Technical Customer Support Resume
- Assist commercial teams in remote or physical time-to-time on-sites as technical expert
- Understands customer issues and market trends
- Understands the software development lifecycle and business requirement specification
- Investigates and respond to various customer Fusioninvest requests of high complexity and involves other parties when necessary
- Senior Mentor of field personnel on released systems
- Knowledge on DBS and/or Lean system processes, e.g in laboratories
- Ability and willingness to travel up to 25% of time primarily within UK/Ireland
- Associates in Biomed or medical field
- Understand linux network knowledge, such as linux network protocol, firewalls etc
2
Responsibilities For Senior Specialist Technical Customer Support Resume
- Thinks through and analyzes complex problems, challenges and drives to root cause. (Charts the Course)
- Consistently drives high quality, on-time results. (Leads through DBS)
- Behaves in ways that are aligned with the Danaher Standards of Conduct. (Acts with Integrity)
- Organised and focused people manager
- Highly organized with the ability to plan for short-medium term objectives
- Self-starter who demonstrates the ability to work in global, cross-functional team environment, collaborating with groups of subject matter experts in different geographies and time-zones
- Passionate individual eager to share and build knowledge with a multicultural group of young and talented colleagues
- Experience in conducting and preparing presentations to be delivered to company C-Level individuals (or ability as a spokesman in front of relatively demanding/intimidating audiences)
3
Responsibilities For Technical Customer Support Consultant Resume
- Workflow and IT competency (e.g. Operation Systems, Application Software, Middleware Software and LIS Systems)
- Deliver Best answers to online customer requests
- Research and find Resolutions
- Act as the front line support for our customers in the US & EMEA regions
- FusionInvest & FusionCapital Sophis product and technical knowledge is required
- Manage and engage a team of individual contributors
- Able to work in a multi-cultural and multi-sites team
4
Responsibilities For Dir Technical & Customer Support Resume
- Certified in CompTIA, LPIC, RHCSA, Network+, or Security+
- Successful track record in and passion for people management, performance management
- Experience with CRM tools, ticketing systems. Ability to learn fast and to use multiple systems same time. Technically proficient; knowledge on fields relevant to Telematics (vehicle electronics, telecommunication, GPS) is a clear advantage; basic knowledge of PC hardware; good knowledge of Windows OS
- Decisive actions. We don’t like to wait. It’s in our DNA to move forward. So it only makes sense that we don’t jam the company with lots of layers. We make things happen, quickly
- Scheduling and briefing
5
Responsibilities For Technical Customer Support Services Specialist Resume
- Technical Field Service - 60%
- Provide first line on-site technical support of assigned equipment to address customer issues in primary area of
- On-site cafeterias; free coffee for employees
- Health, Dental, and Vision Plan benefits
- Life /AD&D and Dependent Life Insurance
6
Responsibilities For Manager Technical Customer Support Resume
- Manages a team of customer support engineers to provide application support to clients and partners
- Develops and implements best practices to meet business objectives
- Ensures day-to-day operational readiness, service delivery and ability to react to critical client issues when they arise
- Evaluates the severity/urgency of escalations and allocates the appropriate resources to work on them
- Undertake short term travel assignments to meet clients face to face
- Builds, manages and promotes relationships at various levels with teams that have a direct working relationship with Customer Support – PS, ESG, R&D/QA, BSG, Sales
- Ensures contribution of the teams with articles to the SFDC knowledge base
7
Responsibilities For Technical Customer Support Engineer Lab Automation Resume
- Provides leadership to get client escalations successfully resolved
- Sets, resets and manages PS & client expectations
- Work in a team within a fast paced environment
- Provide effective 1st level telephone troubleshooting to Beckman Coulter customers for hardware, software and applications on clinical chemistry and immunoassay product lines
- Work with Field Service Managers to drive escalated service issues to timely and satisfactory conclusions
- Achieve departmental goals and objectives, enabling Beckman Coulter to meet its business goals and positioning our service support as a positive sales differentiator in an increasingly competitive market
8
Responsibilities For Senior Technical Customer Support With French Resume
- Windows Server administration (Server 2008, Server 2012)
- Food Technology, and Science Background
- Anticipates client escalations
- Troubleshoot customer calls
- Diffuses upset customers
- Company and the clients
- Keen problem solver
- Manage MEA OEM
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