Technical Solutions Representative Resume Sample
Shaylee Hermiston
35689 Jed Turnpike,
New York,
NY
+1 (555) 699 6369
Work Experience
Technical Solutions Representative / Lead
07/2015
-
PRESENT
Boston, MA
- Respond to service, product, technical, and customer-relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (warranty through missioncritical)
- Answer phone inquiries related to Google Fiber, and educate potential customers on Google Fiber’s value proposition and service benefits to achieve aggressive sales targets as well as manage outbound leads and customer follow up calls
- Partner with customer support to escalate questions/concerns from current and potential customers regarding Google Fiber’s service and build/installation process
- Relate to users of different skill levels – quickly identify the caller’s technical proficiency and respond appropriately
- Able to work a flexible schedule within a 24x7x365 operation and extended hours when required
- Technical troubleshooting experience
- Working knowledge of current PC operating systems, and common types of software programs including those used for connected devices
Technical Solutions Representative
11/2010
-
04/2015
San Francisco, CA
- Familiar with basic Internet concepts - DHCP, NAT, Port Forwarding
- Basic understanding of networking, including wireless
- Articulate in oral and written communication, and strong interpersonal skills
- Competent problem solving and decision making in pressure situations
- Desire to act in the customers’ best interest
- Excellent interpersonal skills including ability to listen to and understand customers, and work in a team environment
- Multi-task and think independently
Technical Solutions Representative / Lead
03/2007
-
05/2010
Houston, TX
- Act quickly to resolve customer issues in a way that retains trust and maintains delight with DXC and Google Fiber
- Strive to positively represent and strengthen the DXC brand though outstanding phone interactions that accurately reflect company values and commitment to user satisfaction
- Answer phone inquiries related to Fiber Internet, and educate potential customers on our value proposition and service benefits to achieve aggressive sales targets as well as manage outbound leads and customer follow up calls
- Guide callers through the online sign-up process
- Grow and manage a sales lead pipeline
- Partner with customer support to escalate questions/concerns from current customers regarding Fiber Internet service
- Identify and relate to user’s different skill levels, and respond appropriately
- The Technical Solutions Representative is responsible for and has access to all resources available to provide a resolution to a customer’s problem
- Respond to service, product, technical, and customer- relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (warranty through mission-critical).
Education
Whitworth University
2002 - 2007
Engineer's Degree in Communication
Professional Skills
- Working knowledge and or proficiency in trouble shooting and working with Ethernet networks, TCP/IP connections, routing protocols, Wi-Fi, VOIP Codec’s and HFC networks
- Effective listening skills and outstanding verbal communication skill
- Demonstrate robust troubleshooting skills, the ability to manage multiple cases ensuring timely resolution and high level of customer satisfaction
- In-depth experience and knowledge of telephone skills, customer service and quality technical support
- Use advanced and diverse troubleshooting skills to resolve issues via all available channels of support including phone and web based support
- Exceptional customer handling skills
- Preferably 1+ years general experience in customer service or technical support roles, or equivalent combination of experience and college level education
How to write Technical Solutions Representative Resume
Technical Solutions Representative role is responsible for software, technical, basic, wireless, range, customer, troubleshooting, drivers, training, database.
To write great resume for technical solutions representative job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Technical Solutions Representative Resume
The section contact information is important in your technical solutions 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
- Telephone number
Work Experience in Your Technical Solutions Representative Resume
The section work experience is an essential part of your technical solutions 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 technical solutions 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 technical solutions representative position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Technical Solutions Representative resume experience can include:
- Troubleshoot problems and recommend solutions using technical expertise, reference data contained in Canon documented resources and also by re-creating difficult problems in a lab environment
- Good technical skill in the range of products supported within relevant product lines; - for example Laserjets, Officejets etc
- Experience working on business outsourcing contracts
- Experience in customer facing role via phone, chat, and email
- Experience applying WFM practices manually, without WFM software or automation
- Innovative, out of the box thinker with experience in creating comprehensive reports
Education on a Technical Solutions Representative Resume
Make sure to make education a priority on your technical solutions representative resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your technical solutions 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 Technical Solutions Representative Resume
When listing skills on your technical solutions 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 technical solutions representative skills:
- Proven decision making skills and exceptional analytical skills
- Experience in MS Excel with exceptional skills in other MS Office software
- Basic computer skills necessary. (Installation/uninstallation of apps, drivers or update packages, download software to specific location)
- Good technical skill in the range of products supported within relevant product lines; - for example Laserjets, Officejets etc..
- Up to 6 months of prior general experience or equivalent college level Education is required
- Field Experience is an added advantage , Field + Remote Combined experience is an added advantage
List of Typical Skills For a Technical Solutions Representative Resume
1
Skills For Technical Solutions Representative / Lead Resume
- Experience in customer facing role, remote support, and telephone support, resolve problems sufficiently through verbal description via telephone or e-support
- Evaluate performance as it aligns with customer service level metrics, and report on CSR effectiveness
- Has recognized technical skill in the range of products supported within relevant product lines - Print PLs
- Call Center experience, with ability to work with minimal supervision
- Demonstrate mastery of all Workforce Management concepts and functional areas
- Working knowledge of SQL, Citrix, Windows, networking
- Willing to Learn & Adopt New technologies
- Coach and support team members regarding existing and new technologies (NPI) in all relevant product lines
2
Skills For Print Technical Solutions Representative Resume
- Follow proper procedures for processing RMAs, defective products, etc
- Escalate issues following the escalations guidelines as needed
- Perform level one troubleshooting on all current hardware supported
- Basic knowledge on Microsoft Office or equivalent data processing software
- Provide other Technical Solutions Representatives with assistance resolving advanced technical problems
- Deliver training when appropriate and as per requirement
- Signup and pricing information
- Verbal English test > 90% or higher
- Written English Test (Essay)> 90% or higher
3
Skills For Lead Technical Solutions Representative Resume
- Equivalent English Test (TOEIC, TOELF) Band B2 or Higher
- Basic Network skills necessary. (Connect to WiFi, identify wired vs wireless connections, LAN vs WLAN, IP, DNS, Default gateway, subnet mask and basic CMD commands: Ping, Telnet, IPConfig, NSLookup)
- Attend calibration sessions with management, third party vendors, and others as needed
- Use the customer satisfaction survey tools available, analyze results and report CSR performance
- 401(k) with a generous match
- Typically requires 1-3 years general experience in any of the following: Computers, Call Centers, B2b Transactions or equivalent combination of experience and college level education
- Superior skills both written and verbal communication - French & English
- Construction and other issues
- Understand and implement successful workforce management practices in a multi-channel help desk environment with complex, frequently changing and difficult to predict call patterns and volumes
4
Skills For Technical Solutions Representative Resume
- Team player, with ability to prioritize, multi-task and meet strict deadlines
- Call Center experience, with ability to work with minimal supervision
- Take initiative in optimizing daily performance of the contact center and interacting with operations leadership
- Self-motivated and high initiative
- Responsible for timely, accurate in-depth enterprise level support on all Linux Software
- Applies in-depth technical product knowledge to remotely solve complex customer problems
5
Skills For Technical Solutions Representative / Lead Resume
- Work directly with the HPE customers, Field CE assistance, collaborate with Engineers, and and escalation engineers as needed on issue resolution
- Deliver high quality L2/RTCC product and solution support to enterprise level customers and internal teams
- Ensure clarity in communication with the customer as and when elevating cases to the next level L3 (ERT) based on exercising independent judgment and using existing guidelines
- Demonstration of broad and/or in-depth knowledge of your product(s) such as features, specifications and repairs on current and discontinued products, parts and options
- Actively participates in the ‘knowledge creation strategy’ by using the knowledge databases, and contributes to the review/development of knowledge documents
- Support the team-building aspects and provide support and guidance to fellow team members when required, and seek advice in order to make decisions on complex business issues
6
Skills For Print Technical Solutions Representative Resume
- Exceptional technical expertise & proven track record in resolution process and collaboration
- Relevant experience in the area
- Proactively provides mentoring/coaching/guidance (i.e. for “L1/TEC” Engineers)
- Invest time on Innovation to ensure defect free operation
- Shift & Work Timings : Willingness to work across shifts (24 7) as per business requirements
- Perform minor utilities
7
Skills For Lead Technical Solutions Representative Resume
- Perform proactive calls
- Aptitude to changes
- Pre and post install technical support
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