Customer Service Technical Support Resume Sample
Skyla Cartwright
8096 Ruecker Cape,
Phoenix,
AZ
+1 (555) 433 8761
Work Experience
Customer Service Technical Support Administrator
01/2017
-
PRESENT
Houston, TX
- Assists with customer correspondence, balance payment batches entering them into billing system
- Assists with customer correspondence, balance payment batches entering them into billing system.Opens and sorts customer correspondence, and sends written response to customer queries.Uses computer, data entry, and 10-key skills to balance payment batches enter into billing system
- Administrative:Conduct or participate in meetings with other global VSS teams to ensure common practices maintained across all teams; Conduct regular staff meetings with staff
- Ensure Level 1 technicians have proper tools (including training, hardware, and documentation) to perform their job
- Develop and maintain a call monitoring program to ensure a high quality of service for testing centers
- Provide performance feedback to employees on a regular basis
- In manager’s absence work with next level manager to resolve issues
- Ensure accurate recording of helpdesk calls using the company’s incident tracking systems
Customer Service Technical Support
01/2014
-
12/2016
Philadelphia, PA
- Multitask and manage several ongoing tasks and priorities
- Technical support experience (troubleshooting issues with browsers, plugins, and Internet connections, as well as software and hardware issues on PC, Mac and mobile devices)
- Identify and secure sales opportunities on all calls, including plan or phone upgrades, accessories, new customer leads and referrals, add/remove packages and additional line sales
- Process device warranty, exchange, and 30-Day device return requests
- Troubleshoot issues of wireless voice/data devices by identifying the issue, researching a solution and walking customer through steps to resolve the problem
- Tech savvy with wireless and mobile products
- Solve issues through asking good questions, visualizing the problem or situation and thinking creatively to solve it
B-customer Service Technical Support Assistant
06/2011
-
08/2013
Phoenix, AZ
- Ensure timely and proper trainings are provided to maintain service quality
- Provide leadership for large account sales support team on all escalated incidents, sales support interaction and communication
- Ensure software maintenance and update documents are developed in exact and consistent manner
- Maintain and manage technical support knowledge base
- Continuously manage and improve support processes that result in high customer satisfaction rating (NSAT)
- Communicate with relevant Certiport teams to ensure a standardized and consistent service quality around the world
- Develop robust and quality processes that reduces the time to resolve high priority incidents
- Provide decision support for all customer related issues
- Manage Accessibility/Disability incidents, working with the business to define Support’s scope of work, processes and best practice
Education
Indiana Wesleyan University - Kokomo Campus
2006 - 2011
Master's Degree in Computer
Professional Skills
- Prove knowledge of wireless technology and equipment (examples: Explain how to sync contacts, music, etc., set up email, upload a playlist, or turn on/use bluetooth)
- Excellent troubleshooting, problem solving, written and oral communication skills within call center/technical environment 2+ years required
- True understanding of PC keyboarding skills; Advanced Browser Knowledge and Basic Microsoft Office (Outlook, Word, Excel) experience required
- Strong attention to detail, patience and good active listening skills
- Basic computer proficiency including experience with using Google and Microsoft Outlook, with good keyboarding skill
- Good organizational skills and the ability to handle multiple tasks
- Superior supervisory skills required
How to write Customer Service Technical Support Resume
Customer Service Technical Support role is responsible for basic, microsoft, software, travel, research, wireless, telecommunications, mac, training, english.
To write great resume for customer service technical support job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Customer Service Technical Support Resume
The section contact information is important in your customer service technical 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 Customer Service Technical Support Resume
The section work experience is an essential part of your customer service technical 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 customer service technical 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 customer service technical support position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Customer Service Technical Support resume experience can include:
- Experience in a call center environment or in a customer service role resolving escalated customer issues/complaints
- Two years of experience troubleshooting computer hardware, mobile phones, or other electronic devices
- Experience in computer based testing and certification
- Experience with content filters, firewalls, and networking would be of great benefit, but is not required
- Three years experience supervising technical staff
- Quality monitoring experience required
Education on a Customer Service Technical Support Resume
Make sure to make education a priority on your customer service technical support resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your customer service technical 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 Customer Service Technical Support Resume
When listing skills on your customer service technical 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 customer service technical support skills:
- Deal tactfully and effectively with customers in a fast-paced environment, and provide consistently great customer service
- Provide a value added experience with outstanding customer service while maintaining quality standards as learned in training
- Good decision making and problem solving
- Previous experience supporting Windows operating systems 2+years required
- Previous experience supporting Mac operating systems 1+years required
- Experience navigating multiple computer screens and programs while interacting with customers
List of Typical Skills For a Customer Service Technical Support Resume
1
Skills For Supervisor Customer Service Technical Support Resume
- Two years of experience in a customer service and/or technical environment
- 6 months - 1 year experience in mobile technical support
- Experience in a telecommunications industry
- Demonstrated ability to perform in a fast pace environment in order to support our high volume of inbound calls
- Experience with customer service process improvement
- Actively collaborate with colleagues and other internal teams to provide the best possible customer experience
- Working knowledge of Windows Operating systems, network administration, database administration, software release processes, and software development cycles
- Participate in ongoing coaching and training sessions to ensure success in the position
- Access to continuing education via our company learning center
2
Skills For Customer Service Technical Support Representative Resume
- Extensive paid training class with Hands-on Managers
- Develop and present scientific technical presentations for training purposes
- Maintain customer communication regarding resolution of complaints to strive for customer satisfaction
- Participate in required employee trainings: Data Protection and Privacy for Pearson VUE; Preventing Sexual Harassment; and Pearson Code of Business Conduct
- Access to a comprehensive employee benefits package, including health, prescription, vision, dental, life and short-term disability insurance
- Provide customers with exceptional service by following very specific policies and procedures
- Adhere to training and development opportunities provided by managers
3
Skills For Customer Service & Technical Support Consultant Resume
- Use various systems, applications and tools, to facilitate device set up, device education, and troubleshooting if a service or feature is inoperable
- Be proactive in finding new technology trends and solutions
- 5 working days per week
- Accountable and willing to take ownership of problems
- Retain detailed information needed to solve complex problems
- Comfort with web based tools and search engines
- Benefits through the company after 60 days of employment
- Ability for upward mobility with a variety of departments, jobs, and locations available
4
Skills For Customer Service Technical Support Administrator Resume
- Work closely with quality department on complaint cases and escalation of product performance issues
- Outlook or other email program
- Familiar with customer service process
- Passion for wireless/mobile technology
- Familiarity with wireless technology; specifically wireless voice/data devices on Android OS and Windows Mobile OS
- Utilisation of helpdesk tools (e.g. Service Now)
5
Skills For Manager Customer Service Technical Support Resume
- Extended work hours might be necessary
- Be part of an organisation that is passionate about solutions, not just products
- Be part of a team that is not afraid of a challenge, and learns from mistakes
- Share our values – bravery, imaginative, accountable and decent
- Handle calls to provide customer service and technical support functions to gaming platform customers and television streaming service customers by answering inquiries, solving problems and troubleshooting issues using provided scripted and published materials
- Maintain professionalism always representing our client to the highest standard
6
Skills For Cash Management Customer Service Technical Support Spc Resume
- Meet all call Quality Assurance requirements
- Consistently achieve key performance indicators (KPI) and performance standards as defined by management
- Educate customers about capabilities and wireless carrier data product offerings
- Participate in focus groups to review and rate tools provided
- Comply with a schedule of shift times, break, and lunch hour times
- Quality maintenance focus
7
Skills For Lead Customer Service Technical Support Resume
- Provide second tier phone and email technical support for web-based and client-server applications. Adhere to established quality standards
- Monitor other service requests (Missing Results, Score Reports, Incident resolution, Email Support Box, Installation Projects, Exam Review requests, Level 1 Escalations, and request to research possible software defects) to ensure response time is within acceptable levels
- Monitor call service level to ensure compliance with KPIs; Monitor staff to ensure project time, lunch, breaks are distributed at different times of the day to ensure proper phone coverage; Address issues with staff if time off the phones is a problem
- Provide technical support to VUE’s customers including but not limited to 3rd party testing centres, Pearson Professional Centres, and Client Test Centres
- Portable 401k plans
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