Technical Support Associate Resume Sample
Shaylee Conn
8604 Nora Village,
Dallas,
TX
+1 (555) 659 5993
Work Experience
Technical Support Associate
07/2017
-
PRESENT
Los Angeles, CA
- Handle 20-30 calls per day from MicroStrategy customers, partners, and internal personnel
- Manage various Technical Support email inboxes, processing all incoming email communications
- Create and maintain online accounts for customers and partners to access secure MicroStrategy websites
- Process requests from customers and partners for new software license keys when new product versions are made generally available
- Issue software license keys and online accounts for new software transactions
- Coordinate schedules for 24x7 technical support rotations
- Work an adjusted shift schedule, possibly until midnight or later, on our last business day of each quarter to support the completion of processing all new software transactions
- Assist our users via email, forums, and social media channels in a variety of topics from account management and technical support
- Assist in the moderation of all user generated content
Client Technical Support Associate
10/2014
-
06/2017
Los Angeles, CA
- Keep all guidelines, help documents, and community information up to date
- Manage Technical Support social networking sites including Facebook, Twitter, and other similar social media sites
- Create and deliver quarterly newsletters and other important announcements to Technical Support customers
- Administer and support critical Technical Support operations systems
- Special license, certificate, specific education or training required
- Due to the dynamic nature of the environment, CTS provides the opportunity for team members to engage directly with external clients through support of BRS business development and relationship management and lead cross-functional projects in support of the Aladdin platform
- Bilingual English-Spanish
- Previous technical support experience + 6 months in a call center environment for Windows OS, MS Office, MS Outlook, Internet Explorer, Antivirus and Peripherals (Installation, operation, configuration, customization, and usage)
- Solves problems for customer’s with challenging expectations (often escalated or irate)
Quickbooks Software Support Technical Support Associate
09/2008
-
07/2014
San Francisco, CA
- Excels at recognizing internal and external customer’s needs and expectations
- Experience in Trouble shooting/Technical query handling essential
- Attend training courses as necessary
- Communicate technical knowledge to both customers and colleagues as necessary
- Provide written reports when requested and as necessary
- Multi-lingual capability would be an advantage but cultural sensitivity is a necessity
- Flexibility to react to the changing business goals
Education
Southwestern University
2003 - 2008
Bachelor's Degree in Computer Science
Professional Skills
- Strong oral and written communication skills; excellent interpersonal and teamwork skills
- Excellent oral and written communication skills, strong organizational skills, and attention to detail
- Strong verbal and written communication skills. Effectively convey information effectively by phone, in written form, email or in person
- Strong interpersonal skills, organization and time-management skills
- Excellent people skills, with a focus on ensuring a positive customer experience
- Experience with proven communication skills
- Experience with proven communication skills
How to write Technical Support Associate Resume
Technical Support Associate role is responsible for customer, analytical, basic, software, technical, troubleshooting, communications, reporting, training, email.
To write great resume for technical support associate job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Technical Support Associate Resume
The section contact information is important in your technical support associate 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 Associate Resume
The section work experience is an essential part of your technical support associate 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 associate 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 associate position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Technical Support Associate resume experience can include:
- Professional, and friendly with excellent customer service skills
- Prior experience/work experience in relevant technologies / industries is desirable
- Experienced verbal and written English communication skills
- Strong written, verbal, and organization skills
- Questioning/probing skills, as relevant to the issue and level of the caller
- Probing skills, as relevant to the issue and level of the caller
Education on a Technical Support Associate Resume
Make sure to make education a priority on your technical support associate 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 associate 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 Associate Resume
When listing skills on your technical support associate 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 associate skills:
- Service center experience with good phone skills
- Experience with good communication skills
- Proven technical troubleshooting skills
- Effective decision making skills required
- Strong analytical and sound decision making skills
- Multi-task, manages workload, and strong problem ownership skills
List of Typical Experience For a Technical Support Associate Resume
1
Experience For Client Technical Support Associate Resume
- Prior experience within a technical support/field engineering/customer services role would be advantageous
- Experience working with customers - internal or external in any capacity
- Basic experience/awareness of networking fundamentals
- Experience with helium leak checkers, ovens and vacuum systems is desired
- Or more of Technical Support, Help Desk and/or Customer service experience
- Retail Photo lab experience ideal
- Experience with customer support via telephone and email
- Previous POS support experience
- Previous remote desktop experience
2
Experience For Chat-technical Support Associate Resume
- Relevant technical experience
- Managing an incident queue ensuring that service level agreements are met, keeping customers informed of progress of their issue
- Working weekends, staying late, and/or making work schedule changes, is necessary to meet business needs
- Working knowledge of using a helpdesk/ticketing system
- Working knowledge of PC including hardware, installations, troubleshooting, conflicts, etc
- Providing remote Infrastructure support delivery and performing problem cause analysis
- Analyzing existing data structures and PL/SQL packages (e.g. with SQL Developer, SQL Server Management Studio, or TOAD)
3
Experience For Quickbooks Software Support Technical Support Associate Resume
- Working knowledge of Windows 7, Windows 8, and OSX
- Understanding of Active Directory concepts and services (DNS, DHCP, GPO)
- Collaborating with fellow support colleagues and other internal organizations to provide superior customer service
- Working level knowledge of ITILv3 processes and ITSM best practices
- Providing customer support via phone, email or remote access
- Working knowledge of - MS Word, Excel, Internet Explorer, Firefox, and Chrome
- Willing and able to obtain a US Government ‘Public Trust’ Clearance
- Working knowledge of PC and various OS (MAC/Windows/Android/iOS)
4
Experience For Call Center Technical Support Associate Resume
- Working knowledge of Internet and related software
- Basic networking and security knowledge (IP addressing, subnetting, firewalls, whitelisting/blacklisting, NAT, proxy, mail, etc.)
- To handle incoming calls into Support, providing investigation into the nature of the issue, ensuring that all key information is captured accurately
- Answer incoming customer calls to the Tech Support Centre while maintaining the following objectives
- A problem solving mindset: continually testing and “breaking” things to improve our products
- Troubleshoot and resolve basic customer queries aiming for first call resolution where possible using all tools available
- Assists the audiovisual team by supporting equipment used in the classroom, including Extron touch panels, switchers, amplifiers, and software tools
- Assists in monitoring of batch processing on the mainframe, Atomic, Autosys, Lawson, and various other platforms
- Assists in allocating and deallocating online files and databases on the mainframe
5
Experience For Technical Support Associate Eemea Location Duisburg Resume
- Assists in resolving and escalating batch related problems as necessary
- Basic understanding of operating systems – Windows/Mac/etc
- Document troubleshooting steps and detailed description of the customers` incidents and requests
- Support audio-visual, presentation and instructional technology equipment, including supervised installs
- Log all calls and email inquiries into the helpdesk/ticketing system
- Primary person for all incoming inquiries to help desk
- Provide remote and phone support for staff in satellite offices and various locations using remote access tools such as GoToAssist and VNC
- Provide basic troubleshooting for Macs and coordinate with outside MAC support consultants, if necessary
6
Experience For Application Technical Support Associate With Chinese Resume
- Knowledge of configuring mobile devices
- Support the weekly/ monthly production schedule for manufacturing
- Background in equipment maintenance and working with mechanical and electrical systems
- Ervicing electro mechanical devices and equipment
- Knowledge of PC networking in a Novell/Netware environment
- Knowledge of PC imaging and remote management
- Basic knowledge of PC networking and Microsoft Active Directory
- Knowledge of PC networking in an Active Directory environment
7
Experience For Senior Technical Support Associate Resume
- Knowledge of PC imaging, remote management, and remote support
- Assists in analyzing batch workflow
- Assists in analyzing system performance
- Assists in manually manipulating system resources
- Assists in meeting Service Level Agreements
- Assists in deployment of production codes using tools such as Microsoft SQL Server, Octopus, Harvest, Citrix, BOM, and AMM
- Assists in killing SPIDs on requests
- Assists in running manual batch workload
- Install data-processing equipment
8
Experience For Seasonal Customer & Technical Support Associate Resume
- Average incoming calls: 25-30/day
- Start/Stop jobs from processing
- GECS and multi-batch processing for the UNIX/NT and HP-NON stop environments
- Work in fast pace environment supporting multiple projects, clients, demands at a given time
- Provide basic customer training/education
- A result driven self-starter who thrives managing projects independently
- Interest to work with and learn about what happens behind the scenes in a high scale web application including SQL, Git, Jira, Python and Javascript
- Have a detail, problem solving and customer-oriented personality
- Exposure to troubleshooting Windows (Windows XP, Windows Vista and Windows 7)
9
Experience For Customer Technical Support Associate Resume
- Exchange and basic network troubleshooting
- Background in service desk and customer base support setting
- Some college or technical training
- Able to interface with automated ticketing systems for intake of work.
- Basic Understanding of Web services and Security
- Exposure and implementation of any project in a computer programming language
- Flexibility around working in shifts
10
Experience For Aladdin Technical Support Associate Resume
- Capture and document incoming help desk calls
- Knowledge in commercially standard software applications and major desktop operating systems
- Possess initiative and integrity
- Coordinates hands-on support and resolution of technical issues that directly relate to company’s daily workstation experience including printers, desktops, laptops, and mobile computing devices
- Install low-voltage communication cable, communication cards and controllers
- Produce, oversee and maintain one-line drawings and other documentation to show physical connections to communication boards within electrical/ mechanical equipment and EPMS/BMS panels or controllers
- Self-starter with strong desire to provide superior customer service
List of Typical Skills For a Technical Support Associate Resume
1
Skills For Client Technical Support Associate Resume
- Able to communicate effectively with customers including a pleasant, polite and outgoing telephone manner
- Analytical and problem solving skills to resolve basic-to-moderate user problems
- Very good English – spoken and written. Fluency has to be demonstrated during interview process
- Understand and apply active listening skills
- Proficiency in analytical and problem solving skills
- Presentation skills:Ability to present on and articulate basic business system or solution training to internal individuals
- Self-motivated to continue improving skills and knowledge of industry
2
Skills For Chat-technical Support Associate Resume
- Able to communicate effectively with customers and vendors
- Able to communicate effectively with internal departments
- Strong experience with Active Directory
- Basketball or KTV skills are not required but highly appreciated! :)
- One year of general computer installation, maintenance and repair experience, or an equivalent combination of education and experience
- Quick learner - ability to learn new skills and retain knowledge
- Time management skills to manage personal workload as per the business requirements
- Or more of Technical Support or Help Desk experience (or equivalent experience)
3
Skills For Quickbooks Software Support Technical Support Associate Resume
- Well-polished communication skills, verbal and written
- Work autonomously and effectively manage one's time
- Background with industrial products or a strong background in electrical /electronics with mechanical experience is desired
- Experience working with and interpreting engineering drawings, work instructions, processes, and assembly specifications
- 2) LAN/WAN experience supporting CCTV, Video Provisioning/Monitoring
- 2) LAN/WAN experience supporting CCTV, Video Provisioning/Monitoring, POS
- Experience troubleshooting Java-based applications running on Windows OS
- Experience with reflow soldering and hand soldering
4
Skills For Call Center Technical Support Associate Resume
- Good understanding of Microsoft Office platforms including Word and Excel
- Accurately and thoroughly documenting all incidents into the ticketing system and determine priority based on problem information and documented guidelines
- Experience installing and supporting video security equipment
- 2) LAN/WAN experience supporting CCTV, Video Monitoring
- Experience with productivity tools running on Mac’s/PCs including MS Office, Lync
- Experience working in Higher Education – specifically with Academics, including researchers
- Troubleshooting experience and resolving reported incidents remotely
- Experience with MS Word, Excel and other industrial operating systems/applications
5
Skills For Technical Support Associate Eemea Location Duisburg Resume
- Experience working with SAP platforms
- Experience in technical troubleshooting in relevant technologies
- Experience using Remote Access tools such as Solarwind and DameWare, or a similar tool to provide support remotely
- Basic low voltage electrical training and/or experience
- Formal experience supporting camera installation and support
6
Skills For Application Technical Support Associate With Chinese Resume
- Helpdesk experience working in a Windows/Mac environment
- Experience running live presentations or productions; Windows 7
- Overall experience working in LAN / WAN environments
- Experience involving low voltage services (physical layer, equipment installation and high voltage electrical services)
- Demonstrable ability to handle various tasks or projects with changing priorities
- IT literacy; good general understanding of all the internal software packages: Outlook, Excel, Word, Concur, Workday, SAP, CRM package, Webex, One Alere
7
Skills For Senior Technical Support Associate Resume
- Execute ad hoc special projects for Performance Technologies delivery teams, supporting the department’s strategic priorities
- Previous intermediate networking experience
- Validate and reproduce bugs submitted by all Eventbrite teams and assign them to appropriate Engineering teams for resolution
- Mentor and coach our CX and Sales team in identifying valid bugs
- Experience with Windows desktop Operating System
- Experience troubleshooting hardware and/or software issues
- Experience with a ticketing system
8
Skills For Seasonal Customer & Technical Support Associate Resume
- Experience in a client-facing role within a fast-paced complex environment
- Proficient level of technical skill in field of expertise
- Experience with SMT and PTH placement processes, and equipment
- A well-honed ability to prioritize, make trade-offs with a collaborative mindset and clearly communicate these decisions with various stakeholders
- Experience in executive technical support
- Experience in a Windows environment( Windows 7/10)
- One year of general computer installation, maintenance and repair experience desired
- One (1) year of general computer installation, maintenance and repair experience desired
- Encourage and maintain positive employee culture of good communications, customer care and continuous improvement within team members
9
Skills For Customer Technical Support Associate Resume
- Able to show good attention to detail
- Experience in a Service Desk environment
- Experience neccessary
- Solid technical foundation with a desire to work in an information systems environment with a desire to learn and develop expertise in SAP
- Desktop support experience in a corporate, high volume environment
- Very strong user and support of MS Office
- Good knowledge of IT services and customer service
- Experience with Windows - 7 or later, including image deployment, software and system testing and encryption and security tools (McAfee)
10
Skills For Aladdin Technical Support Associate Resume
- 1 yr customer service experience
- Demonstrated proficiency in resolving technical issues in a high-volume call center
- Work experience in IT trouble shooting
- Ensure that urgent customer issues are resolved in the most timely and effective manner possible
- Utilize available time efficiently in order to achieve effective and efficient results
- Take ownership, organise workload and change priorities quickly
- Strong English and Spanish languages are a requirement and other European very much appreciated
- Demonstrate and promote a positive, can-do attitude in a fast paced environment
List of Typical Responsibilities For a Technical Support Associate Resume
1
Responsibilities For Client Technical Support Associate Resume
- Anticipating customer needs and effectively addressing concerns related to their issue or resolution
- Typically requires up to 3 years of experience in IT support
- Experience with IT Service Management software, specifically ServiceNow Incident and Problem Management
- Service desk operations experience to include service requests, incidents, and projects
- Experience with hardware and software suppor
- Experience with hardware and software support
- 2+Years relevant technical experience
2
Responsibilities For Chat-technical Support Associate Resume
- 3) Experience with External Support to vendors
- Identifying problem areas and logging these in the support system
- Providing direct technical assistance to customers via phone, email, and chat
- Willing to work during North America business hours
- Coordinates the dissemination of technical information from the marketplace to the Company concerning existing products and/or new products
- Answer incoming customer calls to the Tech Support Centre while maintaining established objectives
- Actively participate in training sessions, contribute to knowledge base entries after receiving Specialist or Sr. Specialist approval
3
Responsibilities For Quickbooks Software Support Technical Support Associate Resume
- Assist external users of the client’s technical products or services by answering questions and solving problems involved in their use
- When applicable, perform fundamental script-based troubleshooting (e.g. check power, cabling, LED status)
- Performs necessary calculation for sizing & selection of products
- Works directly with our suppliers of resale products on pricing, availability and introduction of new products
- Coordinates technical concerns between Engineering and customers
4
Responsibilities For Call Center Technical Support Associate Resume
- Contributes expertise in testing upgrades and new releases from a client perspective
- Make follow up calls to customers on outstanding issues - ensure satisfaction and confirm problem resolution
- Knowledge of internet related hardware such as routers, modems, tablets, phones, smart TVs, and gaming systems
- Provides the most technical advanced support by handling complex customer cases, while under minimal supervision
- Familiarity and comfort with end-user technology and databases to develop an “expert” level understanding of the product offerings and subject matter
- Troubleshoot customers McAfee product issues using knowledge, tools and other internal resources
- Set and manage expectations with customers, including regular and timely communications (daily)
- Begin the troubleshooting effort for external/internal client issues
5
Responsibilities For Technical Support Associate Eemea Location Duisburg Resume
- Support all aspects of Disaster Recovery testing
- Familiarity with following
- Maintain inventory of cable and other consumable items for use in installation work and support of the data-hall
- The ability to interact professionally with both internal and external contacts
- Install, maintains, troubleshoots, and upgrades computer hardware, software, and peripheral equipment. Provides user assistance to faculty, staff, and students
6
Responsibilities For Application Technical Support Associate With Chinese Resume
- Perform contracted configuration changes in coordination with other IT units
- Troubleshoot issues that include printer set-up, password resets, troubleshooting account specific client applications, and basic diagnosing of the desktop/laptop software problems Requirements
- Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures. Documents problems in the support solution database for diagnostics and solution implementation
- Principal Accountabilities: - Responds to customer technical problems/issues related to hardware, software and networking via e-mail/chat, online, social media and phone
- Ensure an exceptional level of customer service and satisfaction is met at all customer touch points
7
Responsibilities For Senior Technical Support Associate Resume
- Ensure a high level of written and verbal communication is maintained both internally and externally
- Perform and complete all aspects of Support service (telephone calls, web incidents, voicemails, call backs, e-mails etc) to ensure the successful resolution of issues, providing workarounds when appropriate
- Recreation and logging of product defects
- Escalation of issues to other teams
- Creation and upkeep of application and technical knowledge base documentation
- Accurately diagnose root causes of reported problems
8
Responsibilities For Seasonal Customer & Technical Support Associate Resume
- Handles phone calls and correspondence concerning all matters including orders, prices, quotations, etc., but especially with regard to technical matters concerning application data, service information, etc
- Contacts customers during the introduction of new products and reports reactions
- Prepares periodic reports summarizing the status of activities
- Reviews catalogs and related manuals and instigates changes as necessary to keep part numbers, prices and related information current
- Investigates potential new markets and prepares reports for management review
- Coordinates activities for non-standard material
- Deal directly with customers and vendors either by telephone or electronically
- Utilize basic understanding of various fueling systems (UST/AST alarm monitoring, Automatic Tank Gage (ATG), interstitial, Proves, sensors, spill buckets, sumps, Turbine Transfer Pumps (STP), Under Dispenser Containment (UDC), DEF system, dispersers, piping, others) to resolve customer needs
9
Responsibilities For Customer Technical Support Associate Resume
- Obtain a clear understanding of initial customer service needs (First notifications) and has ownership of resolutions by either elevating service need to a Tier II or Sr TSL and/or by creating a service work order
- Maintain effective communications with customers (and other stakeholders) through the use phone, email, and external/internal information management system
- Ensure work order timelines and priorities are met. Utilize work order management system to prioritize and analyze customer service needs prior to taking action
- Provide technical support and resolve problems to the end user’s satisfaction
- Install and maintain local/network printers as well as replace toner cartridges and maintenance kits
- Manage inventory of toner cartridges for the NY Office
- Provide maintenance/replacement support for workstations, printers, scanners, switches, and various peripherals
10
Responsibilities For Aladdin Technical Support Associate Resume
- Image, configure, and deploy desktops/laptops
- User and computer account management in Active Directory such as name changes, creation and deletion of user accounts
- Troubleshoot various types of hardware issues such as laptops, desktops, mobile devices, and etc
- Installation and configuration of applications on Windows PCs and Macs
- Prepare, ship, and track laptops for meetings and staff
- Maintain documentation and inventory of IT equipment loaned out to staff and meetings
- Provide Audio Visual (A/V) Support for in-house conference rooms
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