Service & Support Representative Resume Sample

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Antonietta Robel
447 Fritsch Glen,  New York, NY
+1 (555) 176 7038

Work Experience


Service & Support Representative
04/2016 - PRESENT
Boston, MA
  • Any work that is assigned directly from supervisor and/or manager in their absence
  • Misc. projects that are assigned
  • Teaching other departments and/or representatives new tools, reports, and/or formats
  • Serve as back up for the agent assigned as your “back up buddy”
  • Recommend improvements to processes, procedures and systems
  • Application troubleshooting and resolution via interaction with our R&D staff and Product Managers thus influencing the direction of our product by providing feedback to AIM business managers on product enhancements
  • Presenting and coordinating training for different business units within AIM and directly to our clients
  • Up to 1 year experience in a professional environment
  • Prior GENIUS system experience
International Service Support Representative
12/2012 - 02/2016
Los Angeles, CA
  • Prepares and/or gathers all shipping documents for export of customer orders - documents include Shipper’s Letter of Instruction (for freight forwarder), SAP and J.D. Edwards invoice and/or manual invoice, packing list, other special certificates, etc
  • Ensure that Thermo Fisher’s customer satisfaction objectives are met or exceeded
  • Assist customers with Nolo software, books, downloads, lawyer directory, and online applications
  • Respond to a heavy volume of inquiries about Nolo orders, products, and services through Salesforce
  • Process and register customer data from Nolo.com online forms (e.g. PPA's, LLC's, patents, etc.)
  • Process orders and resolve problems in Magento database program
  • Diagnose and carefully walk non-tech-savvy customers through technical troubleshooting
  • Utilize Google Drive to create, share, reference, and maintain documents and spreadsheets
  • Communicate with vendors and Nolo staff orally and in writing
Toms Service Support Representative
11/2008 - 11/2012
Chicago, IL
  • Accurate and efficient data entry skills (50 words/min. and 10-key by touch)
  • Organized: able to prioritize multiple, sometimes competing, tasks
  • Patient: can work effectively in sensitive and high-stress situations
  • Team player: excited about contributing to the organization and vision of the Service & Support team
  • Identifying document types and indexing to applicable work folders
  • Identifying production errors and tracking them to resolution
  • Edit, analyze, interpret and service customer inquiries via correspondence, faxed orders and telephone calls. Delegate issues requiring sales support to Regional Sales Coordinators area
  • Process all incoming requests for Instrument service via the phone & email, this includes opening in SAP, routing calls based upon entitlement to TAC, FSE’s or the TAS team

Education


University of Central Florida
2003 - 2007
Engineer's Degree in Commerce

Professional Skills


  • Good judgment with excellent problem-solving skills and the ability to learn Intuit products
  • Excellent computer skills required; efficiency in Word, Excel, SFDC, Baan and SAP
  • Resolve customer inquiries using appropriate problem solving strategies, troubleshooting skills, knowledge management tools, and self-empowerment
  • Proficient in general computer technical skills; differentiates problems caused by the Intuit offering vs. non-Intuit caused problems
  • Manage multiple priorities within a high volume and fast-paced environment and handle shifting priorities on a daily basis
  • Demonstrated and in-depth product knowledge on RM and Validation value-add service offerings
  • Provides ancillary services that enable the team to operate effectively and efficiently

How to write Service & Support Representative Resume

Service & Support Representative role is responsible for general, training, database, purchasing, shipping, bookkeeping, manufacturing, design, insurance, travel.
To write great resume for service & support representative job, your resume must include:

  • Your contact information
  • Work experience
  • Education
  • Skill listing

Contact Information For Service & Support Representative Resume

The section contact information is important in your service & support representative 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
  • Email
  • Telephone number

Work Experience in Your Service & Support Representative Resume

The section work experience is an essential part of your service & support representative 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 service & support representative responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular service & support representative position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions.

Representative Service & Support Representative resume experience can include:

  • Deliver awesome assisted care experiences for Intuit’s customers by working directly with them through multiple contact channels (phone, chat, e-mail, video chat)
  • Excellent critical thinking skills and ability to resolve complex issues
  • Effectively communicate processing decisions or direction to the independent agents, call center representatives, team leads, Leadership and TSM's
  • Effectively performs tasks and work based on well-established procedures, work rules, and assigned work routines
  • Validate orders for compliance and accuracy. Work with channel partner or direct customer to
  • Work in partnership with internal and external stakeholders to deliver a delightful customer experience

Education on a Service & Support Representative Resume

Make sure to make education a priority on your service & support representative resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your service & support representative 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 Service & Support Representative Resume

When listing skills on your service & support representative 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 service & support representative skills:

  • Good communication skills, listening, dealing with customers via telephone, guide them right to have control over the solution
  • Excellent phone skills and Ability to handle multiple tasks
  • Strong Interpersonal Skills - ability to convey complicated processes in a manner all customers understand
  • Good technical knowledge of hardware components (x86 or P Series or HE Storage) or good technical konowledge of IBM and/or MVS Software products
  • Delivering a service experience that shows how much we care about them
  • Demonstrates a positive/understanding attitude in the face of difficult or challenging customer interactions.

List of Typical Experience For a Service & Support Representative Resume

1

Experience For Service Support Representative Resume

  • Frames and escalates most issues that are not found in existing resources that support SSRs
  • Ensure service orders are dispatched to trained FSE or ISO in accordance to Field Service FSE
  • Applies defined practices, procedures and company policies to triage, troubleshoot and resolve known issues and address routine customer questions
  • Identifies, communicates and potentially participates in process improvements
  • Receives detailed instructions on most assignments; follows established procedures on routine work
  • Clear, concise case documentation
  • Timely, appropriate escalations with fully documented issues
2

Experience For International Service Support Representative Resume

  • Analyzes and diagnoses problems and applies known solutions
  • Attention to detail and uses the correct method to document and resolve
  • Buildcustomerconfidenceineverycustomerinteraction i.e. chat,emailandphone. stomer confidence in every customer interaction i.e. chat, email and phone
  • Resolve acute customer escalations asneeded
  • Act as a subject matterexpert on key customer trendsspecific to our customers
  • Build customer confidence in every interaction, be it over chat, email, phone, social media or Live Community
  • As a customer success specialist, ensure that customers are able to derive the best value from our products and services
3

Experience For Aim Service Support Representative Resume

  • Become a subject matter expert in the domains addressed by our products
  • Help small businesses and accountants succeed by solving problems and delivering an experience so profound that customers love using our products and services and actively recommend them to others
  • Create online help content (articles, community posts, etc.) to document previously unknown solutions and help a large group of customers
  • Process less complex policy “clean ups” as a result of system issues Perform processing functions to include making decisions to follow up or refer when applicable
  • Process all incoming requests for Instrument service via the phone & email, this includes opening calls in SAP, routing calls based upon entitlement to TAC, FSE’s or the TAS team
4

Experience For Toms Service Support Representative Resume

  • Providing Instrument Management online troubleshooting support for customers having web based issues
  • Provide SAP Support for our field service engineers and scientists, which includes scheduling, contract entitlement, bioinformatics and training calls
  • Create time and material quotes & estimates for non-warranty/contract customers,
  • Process rapid exchange and depot repair service requests and equipment record updates with a high attention to detail for the specified instruments that are not field serviced
  • Upsells contracts to customers that have expired warranties or contracts
  • Provide Concierge support for LSG platforms including, but not limited to, Ion Torrent NGS instruments, Attune cytometers, EVOS imaging systems, Genetic Analyzers, Real-Time PCR instruments, and automated nucleic acid purification instruments
5

Experience For Service & Support Representative Resume

  • Assist sales rep, FSE (field service engineer), and FAS (field applications scientist) with site tracking (preparation for installation, installation, training calls, certificate of completion)
  • Skillset Matrix and Region
  • Strong Personal Lines insurance background
  • Issuing repair return authorizations through SAP
  • Proficiency with Policy Processing systems
  • Knowledge of computer applications and current software is desirable (SAP, Lotus Notes, and Microsoft Office)
  • Correct order discrepancies
6

Experience For Service Support Representative Resume

  • Perform at your best
  • Technical support experience with an emphasis on providing excellent service in a customer care role in banking, financial, or accounting role is advantageous
  • 2) Acknowledge orders and advise of order changes, shipping and delivery dates, price changes, terms of sale or other conditions in accordance with policies or other changes such as delays, models discontinued, etc
  • 10) Coordinate Powdercoat and Color Blast orders with both Purchasing and Customer Service
  • Unloads delivery trucks; inventory merchandise, and organizes the warehouse
7

Experience For International Service Support Representative Resume

  • Maintains cleanliness and organization of stockrooms, battery room, and warehouse to business standards
  • Pulls and stage merchandise to support sales and service teams
  • Seeks opportunities to position merchandise in bays to assist service technicians
  • Maintains auto center interior and exterior image per Sears Automotive Group guidelines
  • Performs on-hand counts per monthly action plan
  • Greets every customer with an acknowledgement within 20 seconds, even when busy
8

Experience For Aim Service Support Representative Resume

  • Assists Customer Service Advisors in checking out customers during high-volume periods Works with Customer Service Advisors to fully explain warranties and service before the customer leaves
  • Experience in a direct customer service position
  • Know how to recognize important issues that need escalation
  • Regularly applies theories and principles for one's technical discipline
  • Work independently to solve problems of moderate scope
9

Experience For Toms Service Support Representative Resume

  • Actively participate and suggest solutions to problems
  • Self driven, team player, responsible, service minded and flexible
  • Be able to handle stressed situations

List of Typical Skills For a Service & Support Representative Resume

1

Skills For Service Support Representative Resume

  • Practical experience in an accounting firm or small business bookkeeping company supporting Australian small to medium sized businesses
  • Manage multiple tasks, review the order of priorities and objectives according to the needs
  • Perform order processing related activities and good follow through – create and follow
  • Experience with troubleshooting on hardware and/or software elements
  • Technical support or customer service experience
  • Demonstrates a sincere desire to assist the customer, and puts the customers’ needs first
  • Embody the voice of the customer in our team and help focus attention on user’s pain points in order to prioritize and resolve them
  • Interacts with internal and external contacts to provide clear, straightforward, effective, and factual communication and information
2

Skills For International Service Support Representative Resume

  • 4) Istore and MyDoor experience required
  • Preparing SAP repair quotes and following up on repair inquires/outstanding repair quotes
  • Assisting customer in identifying replacement parts and providing service via phone, email and fax
  • Processing offline case requests and contacting the appropriate departments
  • Preparing and executing warranty parts shipments
  • Managing all internal report exceptions with data entry and case documentation
  • Participating in continuous improvements of processes and customer guidelines
  • Working directly with internal and external customers to resolve exceptions and case management
3

Skills For Aim Service Support Representative Resume

  • Dispatching service partners for warranty & start-up field work
  • Relieving Tech Support in order to enable them to handle more support calls
  • Following up on parts shipments in the field to ensure their return
  • Accomplishes tasks by considering all areas involved, no matter how small; showing concern for all aspects of the job; Motivated towards constantly improving
  • Inputs receipts quickly, according to receiving and filing guidelines
  • Availability during all operating hours
4

Skills For Toms Service Support Representative Resume

  • Provide troubleshooting, as well as explanations, assistance and advice regarding improvements or changes to the features of the product
  • Makes customers and their needs a primary focus of one's actions; developing and sustaining productive customer relationships
  • Learn and utilize specific software tools and problem solving strategies to resolve customer issues, and contribute to continuously improving processes
  • Supports commercial business by delivering merchandise and staging vehicles
  • Merchandise, sign, and stock sales floor according to Intranet marketing planner guidelines
  • Protects customer vehicle with seat/steering wheel covers and floor mats when staging
  • Familiarity with Macintosh and Windows operating systems
5

Skills For Service & Support Representative Resume

  • Complete all mandatory training elements within required timeframes
  • Bend, kneel, and lift passenger and light truck tires, wheels and shop equipment up to, and occasionally slightly exceeding 50 pounds
  • Answer the questions of users through instant messaging, email or phone
  • Provide clear and precise documentation, case by case in the database of knowledge sharing
  • Learn and utilize specific software, tools and problem solving strategies to solve for customer issues and continuously improve our processes
  • Learn and utilizespecific software tools and problemsolving strategies to solve for customer issues and continuously improve our processes
  • Analyze the Voice of the Customer to understand the root cause of issues, and work towards eliminating them at source
  • 1) Edit, analyze, interpret and service customer inquiries regarding Clopay Entry Doors, via correspondence, faxed orders and telephone calls
  • Assists sales team in prompt movement and staging of customer vehicles to expedite service delivery to the customer
6

Skills For Service Support Representative Resume

  • Reviews and stocks sales, service and customer waiting areas daily
  • Maintains personal appearance and image according to Sears Automotive guidelines
  • Moves customer's vehicle quickly for service, demonstrating sense of urgency
  • Hear the whole picture and understand exactly what the customers are doing to properly guide them
  • Walk and stand for a prolonged period of time
  • Adaptability to severe climate differences
7

Skills For International Service Support Representative Resume

  • Level of Physical Requirements: Light to medium work
  • Level of Visual Acuity: Clerical, professional, administrative
  • Environmental Conditions: Inside environmental conditions (office, labs, hospitals, facilities) which consist of noise, and hazards
  • Identify the source of a customer’s problem and accurately assist with the program navigation
  • Experience in a Customer Care/Technical Support role supporting accounting, banking or financial services software products or solutions. Prior experience with Tally, Zoho Books or Quickbooks would be highly desirable
  • Excellent verbal and written communication skills, and effective listening skills that inspire confidence while leading customers through the steps of resolving issues
  • Manage multiple priorities within a high volume, fast-paced and dynamic environment
  • Troubleshoot over the phone with customers who do not have the technical skill
8

Skills For Aim Service Support Representative Resume

  • Working knowledge of MS-Word and MS-Excel
  • Adhere to work schedules, as well as the flexibility to work overtime and weekends when needed
  • Stays with a position or plan of action until the desired objective is obtained or is no longer reasonably attainable
  • Resolve Accountant customer inquiries by phone, chat or email
  • We look forward to female applications as a part of our diversity program
  • Deliver awesome assisted care experiences for Intuit’s customers by working directly with them by phone or other contact channels.(i.e chat, e-mail, video chat)
  • Clean windows, vacuuming, dusting, and emptying trash
  • Process warranty replacement, loans, domestic order delivery, international exports, engineers consignment dispatching and returning on a daily basis
  • Provide cleaning support services for manufacturing suites
9

Skills For Toms Service Support Representative Resume

  • Assist customers requesting equipment service repair as received through incoming telephone calls
  • Inspire confidence while leading customers through the steps to resolve issues
  • Effectively communicate appropriate information with relevant stakeholders and management by sharing out both technical and business issues in a clear and concise manner
  • Evaluate a customer issue and determine if the unexpected result is a product, process or people issue, and then act appropriately to implement an effective resolution
  • Connects with internal partners and external customers, carriers and builds rapport to have a thorough understanding of needs, expectations and requirements
  • Clean bathrooms and ensuring they are fully stocked with toilet paper, paper towels, and soap
  • Verify customer account information to assure proper billing and worksite; if incorrect, obtain
10

Skills For Service & Support Representative Resume

  • Provides support on global customer requests for spare parts from the International Market
  • Maintains awareness of the roles of immediate team members and the work function
  • Perform receiving activities, process inventory data transactions and verifying products to the purchase order. Inspect incoming and outgoing shipments to ensure shipments meet specifications, including identification and handling of potential non-conforming materials
  • Prepare and package products for shipment, loading and unloading of incoming and outgoing shipments, and physical transfer to and from inventory locations. Routes shipments via customer request and contacts appropriate carrier to meet customer requirements
  • Set up and regularly manage and maintain the inventory room, logistic and warehouse standard operating procedures. Assigning of spare parts to their respective storage bins and racks accurately. Manage periodical inventory count, and ensuring no inventory discrepancy at all time
  • Responds effectively and efficiently to customer inquiries, promptly provide status with customer, handle customer complaints and escalate issues as appropriate
  • Highlight process gaps and operations issues, share constructive improvement opportunities to enhance operation efficiency and productivity
  • Ensures compliance to company policies and procedures (References SOPs, WINs, and approval processes) accurately and a good record of documentation maintained for audit purposes
  • Keep buildings clean by picking up trash, sweeping, and mopping

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