Technical Support Executive Resume Sample
Horacio Kautzer
17025 Jackson Village,
Philadelphia,
PA
+1 (555) 960 2727
Work Experience
Senior Technical Support Executive
10/2015
-
PRESENT
Phoenix, AZ
- Resolve customer’s issues via the telephone, email or Webex session
- Create new knowledgebase articles to capture new learning’s for reuse throughout the organization
- Experience dealing with various global customers, maintaining and establishing relationship with them
- Capable of running status calls with the customers to keep them up to date with all relevant opened issues, and on-going projects
- Experience in providing Windows/Unix/Linux/Storage/Networking technical support to enterprise customers
- Good practical working ability with Windows/Linux/UNIX utilities, including editors and command shells
- High communications skills and fluent in spoken and written English
Technical Support Executive
09/2010
-
06/2015
Phoenix, AZ
- Work experience of 8+ Years in Technical domain
- Respond to that customer’s inquiries, primarily via email and telephone
- Provide backup to other senior TSE’s for their individual customers in the event that they are unable to
- Experience in providing Unix/Linux technical support to enterprise customers
- Experience designing and/or supporting large enterprise deployments
- Hands-on experience with Linux/UNIX based operating systems including strong CLI skill set and working knowledge of general system and network troubleshooting tools (e.g. WireShark)
- Good practical working ability with Linux/UNIX utilities, including editors and command shells
- Provide technical solutions in response to customer queries via email, letter, fax or telephone within agreed service level commitments
- Customer account updating and maintenance in the CRM and Gale Admin provisioning system, including new account set ups and customer authentication management
Technical Support Executive Europe
03/2005
-
04/2010
Philadelphia, PA
- Liaise with sales teams to ensure they are aware of specific customer problems
- Ensure any notable product/service problems are monitored and fed back to team leader
- Develop and maintain excellent collaborative partnerships with internal and external customers in any assigned territory
- Confirm delivery and availability of subscribed resources or communicate with customers, post-sale, to help facilitate account and product set up
- Serve as one of the primary support contacts for customer enquiries, help resolve problems, and assist in redirecting queries to appropriate departments (if necessary) to expedite query resolution: work with US and International based Gale team to develop post-sale account-level customer care strategies pursuing customer advocacy and the promotion of best practices
- Work with customers to help facilitate new product installation and its community, classroom or campus launch (i.e. training, website placement, tools to drive usage, etc.)
- Incorporate and share customer support and usage analysis with other international and US Gale offices
Education
Utah State University - Orem Education Center
2000 - 2004
Science's Degree in Computer Science
Professional Skills
- Knowledge of a variety of client and server software environments and tools is critical, particularly Java technologies like Java programming language, JSP, EJB and Postgres Server
- Implement & Support Core Travel System Applications and enhance these applications as per market requirements. Ensure that the new releases of software produced are error-free and are produced within the agreed time-scales
- Develop and support desktop environments that are installed at the Travel Agency sites to meet client business requirements in terms of functionality and operation
- Provide 2nd level support to outstation staff. In order to ensure smooth operation at outstations, develop adequate technical documentation and provide training to outstation staff
- Excellent customer service skills, including maintaining focus on the customer issue in a fast-paced environment
- Excellent typing and English grammar skills
- Good listening and typing skills
How to write Technical Support Executive Resume
Technical Support Executive role is responsible for english, general, training, integration, marketing, architecture, manufacturing, software, troubleshooting, grammar.
To write great resume for technical support executive job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Technical Support Executive Resume
The section contact information is important in your technical support executive 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 Executive Resume
The section work experience is an essential part of your technical support executive 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 executive 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 executive position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Technical Support Executive resume experience can include:
- Communicate with vested internal stakeholders and support groups where appropriate, such as with the Director of Marketing and Head of International Pricing & Sales Operations to improve the overall customer journey experience – from marketing websites to query, CRM and other key internal systems
- Record all customer activities in the company CRM ensuring effective use of internal key support tools to record important customer events or conversations. Make recommendations for CRM enhancements and reporting tools to aid this objective
- Multi-task and prioritize according to business requirements
- In-depth experience in systems development using SOAP and REST Web service
- Report all activity on agreed format and frequency including aggregated usage activity trends and alerts
- Provide telephone, chat and email support and instruction to external and internal customers on the usage and application of Cengage Learning software. Assist in the development of knowledge base articles for the benefit of internal and external customers
Education on a Technical Support Executive Resume
Make sure to make education a priority on your technical support executive 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 executive 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 Executive Resume
When listing skills on your technical support executive 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 executive skills:
- Empathize with and prioritize customer needs
- Training in various programming languages, data modelling, database design and development tools
- Having graduation in in refrigeration or mechanical engineering.
- Having 1-2 years of customer service exprience
- Various programming languages, data modelling, database design, development tools as carried out in University or by professional training organisations
- Promote the usage and benefits of Cengage Learning Hosting Services to external customers to drive usage and protect Hosting Service revenues
List of Typical Experience For a Technical Support Executive Resume
1
Experience For Senior Technical Support Executive Resume
- Review and analyze usage of their online resources
- Help maximize exposure of their electronic resources through web site review
- Share creative ideas on how they can leverage resources within their community or throughout their institution to drive usage
- Ensure Gale Admin site credentials have been communicated and the customer understands what activities they can do themselves such as setting up preferences, changing or updating authentication or generating ad-hoc usage reports
- Offer pre-recorded training sessions to guide them through the resources as needed
- Make them aware of their allocated trainer and (in welcome emails) offer to book first training sessions
- Provide MARC records, if applicable
List of Typical Skills For a Technical Support Executive Resume
1
Skills For Senior Technical Support Executive Resume
- In-depth experience working with OTAs across the EMEA region
- Investigate into customer’s complaints and rectify the problems, by recommending the necessary actions to prevent recurrence
- Provide product support including but not limited to HTML, CSS code and other subscription maintenance
- Escalate issues across business technical divisions, expediting solutions to complex client queries and provide end to end ownership of client issues
- Provide timely updates to clients on existing queries
- Undertake proactive calling to ensure customer satisfaction levels
- Set-up and maintenance of workbench equipment’s for verification and repairs of minor faults
- Get on with people, flexible and highly motivated, innovative, communicative, team player, ability to pick up new ideas quickly is a key requirement
- Maintain first class administration on all client accounts
2
Skills For Customer Care & Technical Support Executive Resume
- Master CQ products and provide quality customer support
- Liaise with Account Management and Customer Education Teams
- Achieve required objectives within management assigned time-frames
- Act as a trustworthy and reliable Economist Group brand ambassador
- Provide technical assistance for user base across EmQuest markets at every point in the life-cycle of a sales opportunity, from qualification to sale to delivery to closure. Shares and discuss with other EmQuest team members at an early stage, ensuring cost effective and well integrated optimised solutions
- Work in close co-ordination with the EmQuest stakeholders, Sabre consultancy team and any third party solution providers to chalk out the best solution for the client
- Provides the customer a detailed business processes integration document, containing recommendations on how to improve efficiency and processes, using standardized documentation and techniques. Establishing and maintaining effective Customer relationships, based on trust, respect and credibility
3
Skills For Technical Support Executive Europe Resume
- Responds as second line support to customer's questions on system functionality, application and interactions between different solution components. Responsible for recovering functional and technical incidents and requests and/ or escalating them internally to improve Customer satisfaction and retention
- Regularly carry out detailed discovery sessions with customers to understand business drivers, pain points and critical success factors and shares this internally with other team members with the intent to enhance customer experience
- Analysis of client's requests and FAQ, competitive situation, proposes changes in products and/or services that result in cost reductions and increased sales. Drive recommendations to reduce scans and make customer's booking engine efficient. Detail results to show direct cost saving to the customer
- Prepare operating manuals, references or training materials for customers and the sales force to ensure users are appropriately trained so they can adopt the solution and generate more sales
- Co-ordinate, facilitate and participate in the testing of all developments, enhancements, patches or bug fixes ensuring that the quality of testing is high and that interfaces and solution are operationally functional for all users prior to roll-out
- Good knowledge of financial markets desirable
- A sound understanding of Salesforce (CRM), Microsoft Outlook, Microsoft Word and Internet Explorer
- Maintain regular and reliable attendance, including the daily schedule as assigned
4
Skills For Technical Support Executive Resume
- Motivated self-learner who keeps abreast of technical developments
- Determine customer needs and provide appropriate solutions
- The ability to participate in and contribute to group discussions and team meetings confidently
- Develop creative solutions to solve customer problems
- Knowledge in MS Office, Salesforce.com
- Proven technical experience in customer facing functions primarily focused on defining and implementing solutions in the GDS arena with a specific API and Web Service focus
- In-depth knowledge of the host Sabre System or any other GDS system
5
Skills For Senior Technical Support Executive Resume
- Knowledge of a variety of client and server software environments and tools e.g. VB, Access, .NET and SQL Server or Java technologies like Java programming language, JSP, EJB and Postgres Server
- Network design, development support and management of networks (Preferably IP networks)
- User of Microsoft and other IT tools
- Provide first line technical support
- Resolve queries promptly and professionally on the phone, via email or remote support
- Maintain polite and professional attitude to all clients
- Log all calls received on Service Cloud accurately and efficiently
6
Skills For Customer Care & Technical Support Executive Resume
- Meet optimum performance levels and advocate consistently maintained procedures
- Analytical, structured, persistent
- Customer focus and sales oriented
- Achieve individual & team targets
- This role encompasses interaction with a variety of departments and opportunity for progression within Thomson Reuters Customer Support
7
Skills For Technical Support Executive Europe Resume
- This role encompasses interaction with a variety of departments and opportunity for progression within Thomson Reuters Customer Support Thomson Reuters is the leading source of intelligent information for the world's businesses and professionals, providing customers with competitive advantage
- Fluency in both English and Arabic is a requirement
- Handles customer enquiries professionally by phone, emails and live chat
- Continue to improve and enhance Technical support service to customers
- Ensure all customer enquiries are timely processed from receipt of enquiry to closure or to customer quotation with KPI targets
- Support sales and customer service to build up the business for relevant groups of portfolio customers
8
Skills For Technical Support Executive Resume
- Support projects when required
- Set up and maintain work bench equipment for verification and repairs of minor faults
- Process renewal paperwork
- Understands detailed technical aspects of Sabre product line, development tools, Sabre Web Services & APIs and keeps updated at all times by reading industry publications and understanding evolving methods of application protocols. Pro-actively keep the EmQuest & Sabre team advised of industry/business trends and practices to enable EmQuest to stay competitive in the market
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