Technical Support Agent Resume Sample
Fay Pouros
212 Cynthia Center,
Phoenix,
AZ
+1 (555) 678 3996
Work Experience
Senior Technical Support Agent
09/2016
-
PRESENT
New York, NY
- Handles inbound calls from DISH clients; identifying the main problem and providing step by step instructions through CSC Web to help the client solve the problem
- Transfer calls as to other DISH departments as per the transfer procedures and guidelines
- Completes ELM offerings and keep track of updates to provide accurate and quality support
- Provide information on periodic maintenance and use of machine
- Take a message from the customer regarding the highly technical problem and accurately transfer the information to Large Equipment Tech to follow up
- Maintain the detailed service record for each technical assistant in an electronic format
- Manage follow-up calls. Make sure follow-up calls are being dispatched and completed
- Make sure customer information is up to date
- Track issues and make sure they are taken care of from beginning to end
Technical Support Agent
08/2010
-
07/2016
Philadelphia, PA
- Communicate with the Sales Department, Purchasing Department and Warehouse to share the information of replacement parts order
- Provide the quote of service through Sales Department in case the product warranty is expired or invalid
- Work together with Sales Department and Technical Manager to arrange and manage the travelling schedule of Large Equipment Tech
- Work together with Sales Department and Technical Manager to arrange and manage special tool loaner provided to the dealer technician
- Offer an Extended warranty to the customer in case the factory warranty is expired
- All the Service activity shall conform to the company's Standard Operation Procedure
- Excellent verbal and written communication skills, capable of translating technical and financial jargon to the layperson, and communicating client issues effectively to Operational and Technology partners
Tier Specialized Technical Support Agent
05/2008
-
07/2010
Los Angeles, CA
- Experience troubleshooting and supporting Windows and web based applications in a call center or help-desk environment
- Strong organizational skills, with an ability to independently multitask and self-start
- Screens, refers, and diagnoses internal inquiries and work requests as they relate to maintenance of personal computers utilizing experience and understanding of Dell environment
- Exceptional written and verbal communications skills, with proven experience interacting with a range of personalities and styles, to establish effective relationships at all levels of the organization
- Able to quickly learn systems, processes, and procedures, and grasp technical concepts
- Able to manage competing demands, multiple priorities, while remaining adaptable and flexible
- Promptly and efficiently handling telephone calls to ensure the best possible customer experience
- Inviting customers to participate in telephone based problem resolution using available tools to diagnose and resolve technical problems
Education
Illinois State University
2003 - 2007
Bachelor's Degree in Electronics
Professional Skills
- Excellent communication skills and current customer service experience is necessary
- Strong troubleshooting skills and desire to solve issues/problems
- Organized, Multi tasks & call control skills. – Strong Customer Service orientation
- Fantastic communication skills and current customer service experience is necessary
- Strong verbal and written customer communication skills
- 3) Strong customer service skills
- Strong verbal and written communication skills to analyze, interpret, and address customer needs
How to write Technical Support Agent Resume
Technical Support Agent role is responsible for customer, english, windows, auditing, training, database, mac, purchasing, security, reporting.
To write great resume for technical support agent job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Technical Support Agent Resume
The section contact information is important in your technical 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 Technical Support Agent Resume
The section work experience is an essential part of your technical 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 technical 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 technical support agent position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Technical Support Agent resume experience can include:
- Superior knowledge and skills of Windows Operating System maintenance
- Service-minded focus with creative problem-solving skills
- Willingness to learn new procedures and technologies to develop your own knowledge or skills
- Willingness to learn new procedures and technologies to develop own knowledge or skills
- Exzellente Telefonskills sowie sehr gute Fähigkeiten hinsichtlich der Kundenbetreuung
- Collaborating with key stakeholders in reviewing and building new processes with a purpose of driving and improving Client experience
Education on a Technical Support Agent Resume
Make sure to make education a priority on your technical 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 technical 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 Technical Support Agent Resume
When listing skills on your technical 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 technical support agent skills:
- Effective operational proficiency or advanced English language skills
- Detailed oriented. Strong communication skills, both written and verbal
- Strong Mobile phone skills in an Android environment
- Developing and learning new skills linked to improving hardware, software, solutions and networking knowledge
- Remain cool under pressure and effectively multi-task maintaining an exceptional level of quality
- Proven hardware/software troubleshooting experience
List of Typical Experience For a Technical Support Agent Resume
1
Experience For Line Technical Support Agent Resume
- Experience in diagnosing communication networks such as TCP/IP, Modbus, and/or DNP3
- Excellent / Fluent in English, both verbal and in writing. A 2nd European language is required (French, Spanish, Italian)
- Previous experience working in the telecommunications industry
- Previous Customer Service Experience required
- Previous experience as a Corporate Help Desk, Onsite Technician, or Dealer Service is favorable, but not required
- Proven ability to provide exceptional customer service and adapt quickly to new challenges in a fast-paced environment
- Experience in information technology environment
2
Experience For Tier Specialized Technical Support Agent Resume
- Strong and easily understandable phone presence
- Besides strong knowledge of English, fluent (verbal, written and spoken) Italian, French, German or Spanish is essential
- Experience in Help Desk or Customer Support environment
- Working knowledge of the Microsoft and/or Linux based operating systems
- Tracks service desk/ help desk performance, trending and assists in reporting continuous improvements
- Connect to customer machines/sites remotely to assist with troubleshooting and determining where the customer difficulty lies
- Desktop application installation troubleshooting
3
Experience For Service Desk Technical Support Agent Resume
- Product Marketing, Sales Operations, Customer Care, Sales
- Adjust pace based on the customer’s profile when providing instructions
- Fluency in English and ONE of the following European languages: French/German/Portuguese/Italian/Dutch/Hungarian/Spanish
- Provide technical support to users (Internet customers and TV) by analyzing all problems raised by the customer
- Work with the engineering group on active projects to provide voice of customer feedback
4
Experience For Customer Technical Support Agent Resume
- Deliver, as periodically required, on site training to customers
- Provide technical support, troubleshooting, and case resolution to AVG Partners on Managed Workplace software via telephone and e-mail
- Free parking, snacks, and drinks
- Proficiency with Microsoft Windows Operating Systems: XP, Vista, Windows 7 and Windows 8
- Monitor ticket queues, assume responsibility and provide remediation for issues, and ensure SLA’s are met
- Deploy Microsoft security and application updates as well as 3rd party application patches to Windows environment. These processes include change management, coordination with application teams, testing, rollback and auditing
- Additional responsibilities as tasks arise
- Technical Support Engineers (tier 1, tier 2, tier 3), Consumer Support Supervisor/Manager, Knowledge Management Specialists, Project Managers
5
Experience For Client Technical Support Agent Resume
- Be the customer’s primary point of contact through resolution, and delight the customer throughout that process
- Install and support hardware and software components for user groups
- Perform preventative maintenance, test and repair of equipment
- Provide deskside support for Dell internal staff
- Troubleshoots and resolves customer-reported issues related to the system requirements of Cengage Learning’s digital solutions including but not limited to operating systems, browsers, plug-ins, internet connectivity, etc
- Clearly and concisely logging and tracking details of solutions provided to resolve customer issue (logs all calls, emails and call-backs) while maintaining and updating customer database
- Interact daily with customers in order to identify, document and resolve customer issues
- Develop policies and procedures to help strengthen the business
- General knowledge of Enterprise Security
6
Experience For Polycom Technical Support Agent Tier French Resume
- Flexibility to work shifts his position is only available to those interested in direct staff employment opportunities with NTT DATA Services, Inc. or its subsidiaries
- The products subject to the service are
- Dental X-ray equipment (Digital Panoramic X-ray, 3D Cone Beam CT X-ray)
- Take a Tech call from the End user and/or Dealer personnel and provide the information
- Support partners in a range of topics (video uploads, channel management, monetization, analytics and any product technical issues) with emphasis on high user satisfaction and quality
- Provide education on supported devices, new features and product updates
- Troubleshoot and help resolve technical issues in a friendly and accurate manner
- Collaboratively share feedback through appropriate channels related to tools, processes or systemic user/product issues
7
Experience For Polycom Technical Support Agent Tier Russian Resume
- Flag trends and potential global technical issues
- Performs level one telephone support to users to identify, track, investigate and resolve computer and telecommunications hardware and software problems and change requests
- Maintain existing cloud services – patch existing systems, participate in Customer Onboarding, deploy new components, implement system enhancements based on customer demand
- Knowledge of networking (including WAN topology; mixed LAN and WAN operating system environments; DNS, WINS and DHCP; firewall solutions and network load balancing) and current Server Operating systems (such as Windows, Linux or UNIX)
- Provide proactive customer support through analysis of service data
- Coordinate services issues with outside providers
- Troubleshoot and resolve hardware/ software issues
8
Experience For Nest-technical Support Agent Resume
- Provide technical support to remote locations. (off hours required)
- Document service calls with in ticket system (Track-IT)
- Escalate technical issues as needed
- Plan and organize test procedures is an asset
- Provide, as periodically required, on site support for customers throughout the world
9
Experience For Technical Support Agent, Level, Spanish Resume
- Provide occasional after hours on‐call support
- Self motivated to provide customer an exceptional level of service
- Adaptable work schedules to meet customer needs
- Global cultural awareness is an asset
- Respond to customer contacts received via ticket, phone or e-mail about new scanner installation/registration, SW upgrades, networking, Scanning Assistance, parts and scanner delivery status information, basic clinical questions software inquiry/ navigation assistance, software or hardware failure, call back requests and others
- Respond to case status information, technical questions and issues received from customers via phone or e-mail; regarding: software inquiry, application failure, requesting call back for assistance etc
- Ensure timely resolution to customer contact issue whether it is an e-mail, inbound or outbound call
10
Experience For Senior Technical Support Agent Resume
- Update and complete tasks that have been assigned by the supervisors or managers, aside from those received via phone or email; such as complaint follow ups, reassigned calls, etc
- Be alert to trends in requests and issues reported by customers. Research information to answer inquiries from customers and share learning with departmental peers and management
- Accurately and thoroughly document information in the company’s database(s) about each contact handled (email, inbound and outbound calls), following defined parameters. Generate the appropriate task, assignment; follow up, note or resolution for each contact
- Update and inform about incorrect or outdated customer’s and patient’s information, found on any of the customer databases
- Competent in the use of the customer support phone and data systems and the corporate web site
- Make proper use of company resources
- 28 days per year. Holidays cannot be taken in the first month of employment. In months 2 and 3 of probation, holidays can be taken if accrued
List of Typical Skills For a Technical Support Agent Resume
1
Skills For Line Technical Support Agent Resume
- Prior experience in a Customer HUB or Technical Support function for an Enterprise Application Software or SaaS environment is highly desired
- Delivering excellent Technical Support to internal and external Clients
- Developing sample programs and product configurations to demonstrate product capabilities to customers
- Able to manage competing demands, multiple priorities, while remaining adaptable and flexible Equal Employment Opportunity Policy
- Previous experience with imaging / configuring new PC’s
2
Skills For Tier Specialized Technical Support Agent Resume
- Previous experience with imaging / reconfiguring new PC’s
- Experience working with VIP partners/customers
- Able to work in a fast paced environment and manage multiple priorities while remaining calm and controlled
- Experience in customer support for said language (chat, voice, email) working directly with consumers (B2C)
- Experience with scripting languages such as Perl, Ruby, Python, BASH
- Intermediate level experience with Internet Browsers, including Internet Explorer, Firefox, Google Chrome, Safari
- Experience working in a friendly and talented environment
- Experience in a phone support role
- Attention to detail, good judgement
3
Skills For Service Desk Technical Support Agent Resume
- Experience in tech, hospitality, concierge, executive assistants, or service industry desired
- Experience supporting Microsoft Office and Windows OS in an enterprise environment
- Experience in the provision of remote IT support
- Become an expert in the support experience for video creators, public figures, and media companies
- Strong knowledge of the Internet and various software
- Identify and escalate priority issues per Client specification
- Ideally 1-2 years call centre/ technical support or customer service experience
- Test returned products for effectiveness
4
Skills For Customer Technical Support Agent Resume
- Experience in customer service
- Experience in a face-paced, consumer web or startup environment
- Applied experience in call center support
- Fähigkeit, Prioritäten zu setzen, Selbstständigkeit und zugleich auch ein Teamplayer
- Experience in a technical environment
- 2/3 years experience in business deskside support environment
- Replicating and escalating to CLIENT Tier 3 support staff any Issues involving product
5
Skills For Client Technical Support Agent Resume
- Understanding of DCOM, WMI, performance counters, event logging, diagnostic tools & Windows services
- Willing to work at least 1 weekend day and participate in a rotating on-call schedule
- Handling of Antivirus software and firewall setting
- Multitasking required to actively monitor all customer channels (phone, chat and email) to ensure they and the department are maximizing efficiency/ occupancy
- Expanding on your current level of understanding for voice and broadband
- Working knowledge of Apple operating systems
- Facilitating or escalating customer issues and complaints, both internally and externally
- Understanding of core network topologies
6
Skills For Polycom Technical Support Agent Tier French Resume
- Escalating with internal or external support resources and SME’s when necessary
- Providing support to the Service Delivery Team
- Liaising with various service desks, Xerox and 3rd party service providers
- Maintaining accurate database information within XOS software application and other toolsets
- Providing feedback to management on any issues with logistics and/or in relation to the quality of information received
- Willing to travel (up to 10%) between Canada and US offices
7
Skills For Polycom Technical Support Agent Tier Russian Resume
- Willing to travel (up to 10%) between Canadian and US offices
- Handling local area network
- Handling registry files
- Escalating product defects and usability improvements to senior support agents, Engineering, and/or Product Management as necessary
- Providing technical assistance to Schneider Electric customers of SCADA & Telemetry products. These products are both hardware and software based
- Exposure to troubleshooting Windows based Operating Systems, Exchange, and basic network troubleshooting
- Maintaining/supporting Windows Operating System environments at an enterprise level
- Knowledge on editing registry and a basic understanding of Linux
- Proficient with Active Directory, Networking knowledge (DNS, IIS, firewall, ports, and routing)
8
Skills For Nest-technical Support Agent Resume
- Fully and accurately document customer interactions using a ticketing system
- Field email inquiries, answering questions and responding to questions and complaints
- Basic knowledge of enterprise technologies including Networking, Security, TCP/IP, SAN, and DNS
- Gather and report data regarding customer contacts, escalating any issues or trends to tech leadership
- Log all incoming customer contacts, following the SOP in place, to record all customer information
- Able to help train new hires when necessary. Going over processes, systems and product through one on one instruction or shadowing
- Escalate issues providing all the relevant information when required striving to resolve them in a timely manner
- Detail-oriented, computer literate and tech savvy with proficiency in working with multiple desktop applications and ability to quickly learn in-house software
- Comfortable working in a fast-paced, start-up environment
9
Skills For Technical Support Agent, Level, Spanish Resume
- Develop a deep expertise in video products and how they are being used across constituent groups
- Expertise with Windows XP, 7, 8, and Vista operating systems, Mac and Outlook
- Comfortable dealing with customers
- Expertise with Windows 7, 8 and 10, Vista operating systems, Mac and Outlook
- Accurately process and record call transactions using in MS Axapta
- Respond to client technical inquiries as per existing technical charts
- Basic knowledge of TCP/IP networks including firewalls, IIS, DNS, SQL
10
Skills For Senior Technical Support Agent Resume
- Respond to reviews on Amazon, representing the company in a positive manner
- Web savvy with an aptitude for learning new technologies
- The ability to work in a team environment and commit to a flexible work schedule, preferably the ability to accommodate a daytime, evening or overnight shift
- Ability and initiative to execute broad assignments requiring minimal direction with personal accountability
- Fluency in English and ONEof the following European languages: French/German/Portuguese/Italian/Czech/Dutch
- Build up positive working relationships with internal and external suppliers and customer
- Take ownership of all incoming issues and escalate as necessary to ensure that issues are routed properly and resolved in a timely manner
- Formulate original solutions for product issues and be able to walk a customer through any necessary steps as well as sharing the solutions with the department
- Have a full understanding of Incident Management
List of Typical Responsibilities For a Technical Support Agent Resume
1
Responsibilities For Line Technical Support Agent Resume
- Experience with Salesforce, RemedyForce or other CRM (Customer relationship management) an asset
- Excellent knowledge of telecommunications products and services specifically WLR, LLU, and NGA
- · Experience with virtualization software knowledge, such as, VMWare ESX server
- Have developed excellent internal and external customer relationships
- Experience with PC remote control software, i.e. LogMeIn, PC-Anywhere, Etc
- Knowledge of current server operating systems (such as Windows, Linux or UNIX)
- Fließende Deutschkenntnisse (mündlich, schriftlich)
- Energetic and driven to provide top-notch service to internal clients
- IT-technische Ausbildung oder Erufserfahrung im Umgang mit Notebooks, Desktops und Druckern (Hard- und Software) und Wille zum Lernen
2
Responsibilities For Tier Specialized Technical Support Agent Resume
- Gute Kommunikations- und Teamfähigkeit
- Deutschkenntnisse in Wort und Schrift (mindestens B1/B2)
- Englischkenntnisse in Wort und Schrift (mindestens A2)
- Fluency in German and Slovak/Czech or English
- Knowledge of networking (including WAN topology; mixed LAN and WAN operating system environments; DNS, WINS and DHCP; firewall solutions and network load balancing)
- Student in dem dritten oder vierten Jahr der Universitätstudium
- Basic Technical knowledge on how computers, internet and GPS’s work
- Databases (e.g., Oracle), and LDAP directories (e.g., Active Directory, Sun One Directory Server)
3
Responsibilities For Customer Technical Support Agent Resume
- Basic knowledge of technical tools such as Multi meter
- Establish internal and external relationships with peers and to work well within a team
- Exceptional customer focus with a can do customer centric attitude
- Available for on call 24/7 (rotation)
- Available to work an 8 hr shift between the hours of 8am – 8pm, Mon-Fri (rotation)
- CompTIA Network+ or other related certificate
- The ability to ask clear and precise questions to the customer to ascertain the exact details of the problem
- Work in a multilingual and multicultural environment
4
Responsibilities For Client Technical Support Agent Resume
- Be responsible for providing first level problem resolution for all incoming service inquiries. Perform all phases of troubleshooting including interpretation, analysis, research, and resolution of technical problems for the specified hardware/software product(s)
- Provide a high level of professional, competent support to all customers in pre-sales and post-sales situations
- Recognize when escalation is necessary. Escalate cases properly through established procedures
- Deliver quality technical resolutions in a timely manner by interpreting customer problems, researching available resources, and applying solutions in accordance with established guidelines and procedures
- Some experience with editing registry entries and awareness about performance counters, event logging, diagnostic tools & Windows services - DCOM, WMI, etc
- Log all incoming calls and accurately create case notes in a call tracking database
- Basic knowledge of Active Directory and Group Policy, Networking knowledge (DNS, IIS, firewall, ports, and routing)
5
Responsibilities For Polycom Technical Support Agent Tier French Resume
- Achieve and maintain to a performance standard. Including but not limited to; average handle times, call quality, customer satisfaction
- Self-motivated and able to work in a fast-paced team environment
- Knowledge of Windows client OS’ (XP, Vista, Windows 7 & 8) and familiarity with Windows server OS’s (Server 2003, Server 2008 all versions and Server 2012 all versions)
- Basic experience using command line interface and a general knowledge of networking protocols and network services (UDP, TCP, DNS, firewall - ports, routing, etc.)
- Interact positively with peers and supervisors
- Competitive pay and great benefits
- Respond to customer calls, e-mails, voicemails, IM and resolve customer problems
- Document and track all issues thoroughly in CRM to make certain that all issues are addressed within appropriate timeframes
6
Responsibilities For Polycom Technical Support Agent Tier Russian Resume
- Monitor and keep customers informed of the status open tickets
- Communicates with customer in a professional manner to provide technical support, general assistance about company products and find solutions to product issues
- Escalates customer issues to either Tech Lead or Tech Manager when applicable
- In depth product knowledge to help customer troubleshoot or deem product defective
- Support queries via phone or ServiceNow CRM in a timely efficient manner
- Act as a Language Triage Agent when customers do not have the ability to speak English. Act as an intermediary (HUB) between the customer and backend English GRID
- Able to negotiate alternatives, know when to escalate a problem, or when to ask for assistance
- Ideally type 45 WPM and be able to write business correspondence
7
Responsibilities For Nest-technical Support Agent Resume
- Work closely with other support staff to solve electronic and customer service issues
- Intelligent with the ability to learn and apply quick wit when required
- BA or equivalent from an accredited institution
- Multitask with extreme attention to detail
- Ideally type 45 WPM and can write business correspondence
- DCS in computer science or equivalent
- Knowledge of the TCP/IP protocol
- Explorer and Netscape browsers
- Be available to work flexible schedules
8
Responsibilities For Technical Support Agent, Level, Spanish Resume
- Be leaders in customer advocacy and champion the customer at every opportunity. Be the Customer Operations ‘face’ to key stakeholders
- Answer inbound calls, ensure we meet/exceed Live Handle target
- Process order entries, quotation requests. (data entry)
- Issue RMA’s (Return Material Authorization) for product repair/evaluation
- Stay up-to-date on product knowledge, process, etc
- Promote online services, Web store & Support
9
Responsibilities For Senior Technical Support Agent Resume
- Be part of the on-call rotation team (off hours – Emergency support)
- Take part and support continuous improvement programs
- All other tasks related to the position
- Available to work within the window of 8am to 8pm, as well as occasionally be on-call(off-hours)
- PC capabilities (Excel, Word, Internet, Lotus Notes),
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