Client Technical Support Rep Resume Samples

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A Brakus

Ahmed

Brakus

92723 Twila Union

Houston

+1 (555) 105 8604

92723 Twila Union

Houston

Phone

p +1 (555) 105 8604

Experience Experience

Chicago, IL

Client Technical Support Rep

Chicago, IL

Lang, Gorczany and Bailey

Chicago, IL

Client Technical Support Rep

Work with development staff to determine problem solutions
Develop and maintain an excellent working relationship with internal/external customers
Develop and test complex user documentation; work with hardware vendors to resolve equipment failures/problems
Test personal computers and peripherals on a network to diagnose, hardware versus software problems
Perform other duties as assigned
Provide support for Account Executives as assigned
Escalate issues to management and/or clients following defined procedures

Philadelphia, PA

Client Technical Support Rep, Professional

Philadelphia, PA

Powlowski, Murphy and Ondricka

Philadelphia, PA

Client Technical Support Rep, Professional

Identify, investigate and resolve technical problems given the established severity level and work in conjunction with the client and development team to resolve technical roadblocks
Facilitate, drive and support the application implementation process, working closely with clients to ensure delivery and implementations exceed our client service level commitments
Work with QA, BSAs and Dev on mobile application root cause analysis, research and debugging
Perform Software Testing on Releases
Test releases for assigned clients/product cycles (Product releases, bug fixes, PCRs) under overall supervision of the QA team and management
Create and maintain installation and training documentation
Execute test plans both independently and as part of a team effort based on planned project schedules and defect severities

present

New York, NY

Client Technical Support Rep, Associate

New York, NY

Botsford-Cormier

present

New York, NY

Client Technical Support Rep, Associate

present

Participate in and support company-wide initiatives such as continuous process improvement in order to improve service, reduce costs, and improve quality
Provide accurate information and quality customer service
Install and run SDK's (Software Development Kits) for iPhone and Android
Assist with configuration and branding of mobile applications
Answer incoming calls and inquiries from customers, sales and account management to resolve customer questions and concerns
Communicate to team leads and/or managers detected risks that can lead to non-compliance to service levels
Identify and execute manual tests for the mobile applications on specific mobile devices

Education Education

Bachelor’s Degree in Computer Science

Belmont University

Bachelor’s Degree in Computer Science

Skills Skills

Solid PC (MS Office) skills and the ability to type 35 wpm or greater
Excellent interpersonal skills including ability to maintain professional presence at all times
Solid organizational and time management skills with strong attention to detail
Ability to gather appropriate information from the client or via applicable Fiserv tools
An understanding of basic helpdesk knowledge very helpful
Ability to track status of outstanding customer deliverables and follow up accordingly
An understanding online banking and/or basic helpdesk knowledge very helpful
Contribute new written content to knowledge base
Ability to interface with all levels associates and managers for both internal and external customers
Strong critical thinking / problem resolution skills

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Client Technical Support Rep Resume Examples & Samples

Provide support for Account Executives as assigned
Participate in meeting team goals for service, quality and cost
2+ years banking or customer service experience
High school diploma required, bachelor's degree strongly preferred
Demonstrated experience working well in a close team environment
Ability to make decisions and solves problem that are general in nature and for which there are precedents. More far reaching decisions will be referred to the supervisor/manager
Possess demonstrated ability to determine when to refer issues versus handle them personally
Ability to travel (approximately 15%) as needed

Client Technical Support Rep, Senior Resume Examples & Samples

Under minimal supervision, defines and/or resolves Key Account client problems with designated product lines
Provides contact through telephone support and simulates or recreates problems to provide resolution to client for operating difficulties
Discusses problems or inquiries with other department personnel and offers technical assistance and insures proper handling and follow-up
Communicates reseller suggestions for enhancements and insures proper handling and follow-up
Documents problems and corrective actions/procedures in tracking software
Works with development staff to determine problem solutions
Five to seven years of experience in the financial services/banking field interacting with clients
Strong knowledge of the financial services industry
Working knowledge of VisionPLUS and Fiserv products/systems strongly preferred
No Supervisory/Management experience required
Must be able to follow established guidelines to accomplish tasks and solve more complex problems
Solid organizational and time management skills with strong attention to detail
Strong decision making skills for handling reseller situations with their interest in mind at all times
Ability to create and provide presentations to resellers once a year
Less than 5%
180 day accomplishments
Working knowledge of organizational system structure and how to work in the test environment
Working knowledge or how to obtain information specific to modules within the software
Working knowledge of problem management system and overall case management
Working knowledge of application reports
Achieve problem resolution SLAs, Quality Observances Objectives and Case Survey Objectives
Experience with VisionPLUS software
Experience with Account Access and Nautilus
Knowledge of CICS and CA Scheduler

Client Technical Support Rep, Senior Resume Examples & Samples

Investigate and resolve complicated client reported issues requiring technical research
Research and provide in depth training and understanding of functional specifications to representatives when new products are developed and introduced
Provide project management of internal projects
Provide creation and delivery of Ad Hoc reporting from report writer
Participate in daily and weekly technical review meetings presenting changes to Change Control
Minimum 3 years’ experience required
Technical Support in a Financial Institution environment
Supervisory/Management experience required but must be able to work independently and prioritize work based on impact to client/cardholder
Financial Institution operations and applications
Credit Management or VisionPLUS software
Customer Servicing and strong communications skills
Understanding of writing and running Macros
Percentage/frequency of travel would be very minimal and less than 3%
Accurately resolve 70% of case assignment on time providing supporting documentation and education to the Client Services Representatives
Understanding of Product functional Specifications and how they relate to product features
Participate in Change Control meetings accurately presenting necessary projects for all Client Services associates
Understanding and educating Client Services Representatives on monthly software releases
Managing minor production problems and communicated properly to the applicable resources
Education – Bachelor’s Degree or comparable work experience
Certifications – none required
Experience – 5-8 years’ experience in credit card support from a technical aspect

Client Technical Support Rep, Associate Resume Examples & Samples

Resolve problems by researching and working with other departments. Follow through on issues by placing outgoing calls to retrieve additional information or returning calls to offer information regarding resolution
Meet individual customer service call volume and quality expectations
Share best practices with other customer service claim teams
Respond to non-routine inquiries through phone or e-mail contact with customers and prospects about the company’s products or services
Promote and maintain positive customer relations utilizing service excellence techniques
Participate in and support company-wide initiatives such as continuous process improvement in order to improve service, reduce costs, and improve quality
Previous experience in a financial institution is preferred, with a focus on knowledge of cards (i.e. client support, production, chargebacks, adjustments, etc.), ATMs, or network balancing
Prior call center of customer service experience required
Solid PC (MS Office) skills and the ability to type 35 wpm or greater

Client Technical Support Rep Resume Examples & Samples

Provide technical support in the use of personal computer hardware, software, and specialized print and programming technology or operate a multi- platform, complex computer environment
Set up and configure desktop computers, peripherals and accounts assigning security level
Install software and install and repair hardware and peripherals
Test and debug programs
Troubleshoot, diagnose problems, implement corrective action procedures and/or escalate to other technical resources as appropriate
Serve as technical resource to Networking department
Administer user accounts
Research and recommend system equipment upgrades
Set up and submit production jobs and edit and debug computer output
May act as team leader
Troubleshoot, repair and maintenance for computer equipment (e.g. laptops, disk drives, facsimile, and laser printers)
Test personal computers and peripherals on a network to diagnose, hardware versus software problems
Act as a customer liaison for the computing operation, communicating, resolving, and/or initiating the resolution of problems and concerns
Develop and test complex user documentation; work with hardware vendors to resolve equipment failures/problems
May perform routine security checks on the system
Install, repair and remove wire and cable lines
Participate in complex technical projects
Minimum 1 year experience in a Help Desk or Call Center position
Minimum 1 year experience in technical support or help desk position preferred
Knowledge of a variety of hardware, software, and Windows operating systems
Strong interpersonal skills to interface with managers and staff at all levels within the organization and to work with vendors of delivery services
Strong oral communication and written communication skills
Excellent problem solving and organizational skills

Client Technical Support Rep Resume Examples & Samples

Define and/or resolve moderate to complex client problems with Fiserv XP2 product. 2. Act as first or second point of interaction through client contact channels (telephone, email and web)
Simulate or recreate client problems to analyze and resolve user operating difficulties
Log incoming issues into case management system
Document research, client interactions, resolution paths taken, etc. in system
Participate in month end or extended support. Discuss problems or inquiries with other department personnel, offer technical assistance and insure proper handling and follow-up
Communicate customer suggestions for enhancements and ensure proper handling and follow-up
Document problems and corrective procedures
Communicate frequently with clients to provide case status and resolution
Coordinate database updates, configuration changes, etc
Engage in research and testing as needed to resolve support cases
Contribute new written content to knowledge base
Participate in application and client service skills training
Provide training to associates as needed
Minimum 3 years of experience in a similar technical role
Minimum 5 years of experience in a similar technical role preferred
Banking and or credit union industry experience preferred
Familiarity with AIX and Windows operating systems
Basic understanding of .NET framework
Good writing skills

Client Technical Support Rep Resume Examples & Samples

Define and/or resolve customer problems with designated product lines
Generally act as the first point of contact through telephone support and simulate or recreate customer problems to resolve user operating difficulties
Discuss problems or inquiries with other department personnel and offer technical assistance and ensure proper handling and follow-up
Communicate customer suggestions for enhancements and ensures proper handling and follow-up
Document problems and corrective actions/procedures in tracking software
Work with development staff to determine problem solutions
Attend on-going training to achieve level of technical skill needed to solve more complex problems
Minimum 1 year financial services, banking, and/or credit union experience
Credit Union experience preferred
Knowledge of bankcard/credit card processing concepts
Working knowledge of the financial services industry
Working knowledge of credit card processing solutions and Fiserv products/systems strongly preferred
Must be able to follow established guidelines to accomplish tasks and solve routine problems, referring non-routine matters to supervisor
Solid computer skills with MS Office Suite and related office equipment
Demonstrated strong customer service skills and communication skills (both written and verbal)
Less than 10%

Client Technical Support Rep Resume Examples & Samples

Client Communication Coordinator
Primary client contact responsible for client and Fiserv business partner proactive communication related to the project
Proactively communicates project requirements in a timely and professional manner
Provides timely and accurate responses to a wide range of questions and concerns
Provides daily client support as necessary during the course of the project Problem Resolution
Responsible for client problem resolution following defined processes
Ability to gather appropriate information from the client or via applicable Fiserv tools
Ability to utilize tools to fully research the situation
Proactively solicits input from other departments and account processors as necessary to ensure timely problem resolution Project Support
Ability to track status of outstanding customer deliverables and follow up accordingly
Responsible for initiating and leading internal and external meetings as necessary for a variety of situations throughout the course of the project
Assists in development of materials necessary to support the project including tracking documentation/procedures, educational materials, other procedural documentation associated with automation of particular tasks
Participates in continuous process improvement discussions as a means to advocate for the client experience, improve overall service, reduce costs, training as needed and improve quality

Card Services Client Technical Support Rep Resume Examples & Samples

Research customer inquiries utilizing company resources and document customer conversations, information, questions, corrective action/answers, and product orders in the tracking application
Knowledge of debit cards, card maintenance, card production, charge backs, ATM network balancing, and/or cardholder customer service (i.e. authorization or denial research, limit increases, PIN resets, blocking cards, setting travel rules, etc.)
Strong attention to detail with the ability to multi task and support the needs of multiple clients simultaneously, following up with clients as needed
Ability to make decisions and solves problem that are general in nature and for which there are precedents

Client Technical Support Rep, Professional Resume Examples & Samples

Identify, investigate and resolve technical problems given the established severity level and work in conjunction with the client and development team to resolve technical roadblocks
Facilitate, drive and support the application implementation process, working closely with clients to ensure delivery and implementations exceed our client service level commitments
Manage communications to clients at all levels, contribute to the ongoing improvements of support processes and sell customers new modules and provide additional functional training where appropriate
Perform Software Testing on Releases
Test releases for assigned clients/product cycles (Product releases, bug fixes, PCRs) under overall supervision of the QA team and management
Execute test plans both independently and as part of a team effort based on planned project schedules and defect severities
Send code releases to customers (assemble package, release notes, communication, follow-through)
Work with QA team to ensure high quality of releases
Perform on-site as well as remote installations
Conduct on-site and off-site user trainings for customers
Create and maintain installation and training documentation
Help create product demos and demo data
Help create and maintain user documentation
Help conduct internal sales trainings similar to customer user training
BS with 3+ years experience directly related to responsibilities specified, or an equivalent combination of education and experience
Strong background in technical customer support and installations, preferably within a financial/banking and high tech environment
Extensive experience with software project life cycles
Strong skills in: Oracle and PL/SQL, Visual Basic, Windows, Network Management, Microsoft Office. Experience with issue tracking tools
Strong verbal and written communication skills combined with a customer service mindset, presentation and problem solving skills
Willingness to work off-hours

Client Technical Support Rep, Associate Resume Examples & Samples

Aptitude for learning new systems/software
Experience with ticketing/request systems and Microsoft Office, primarily Outlook, Excel, and Word
Updating Financial Institution's (FI's) ATM and branch information
Must be internal customer-oriented and able to communicate effectively and tactfully with persons on all levels
Must be able to pay close attention to details and written / oral instructions
Ability to work with globally dispersed teams
Must be able to organize and schedule work effectively

Client Technical Support Rep, Professional Resume Examples & Samples

Read/comply with Information Security policy requirements
Adhere to policies, guidelines and procedures pertaining to the protection of GS at Fiserv CR
Reporting actual or suspected vulnerabilities in the confidentiality, integrity or availability of GS at Fiserv CR to a Manager or the Information Security Officer
Protect data from unauthorized access, alteration, destruction, or usage and in a manner consistent with GS at Fiserv CR security policies and standards
Reporting actual or suspected breaches in the confidentiality, integrity or availability of GS at Fiserv CR to the Information Security Officer
Fulfill individual employee responsibilities associated with ISO 27001 program, policies, and procedures
Demonstrated ability to work effectively both independently or in a group
Ability to work in a flexible, fast-paced environment
Provide exceptional follow through and be customer-service driven
Advanced interpersonal skills
Strong analytical and troubleshooting skills required
Hands on experience with PC/Server Hardware components
Degree in Computer Science or in a related area or practical experience
General working knowledge of relational databases and Transact-SQL
General understanding of Document Scanning or Multi-Function Devices
Requires a minimum of 4 years technical related experience including 2 to 3 years in a software development or technical support type position such as Software Engineer, Programmer, Database Administrator or Technical Support Engineer
Experience supporting multi-tier applications
Experience with installation and administration of MS SQL database management system
Experience with virtualization technology (Microsoft Virtual Server, Microsoft Hyper-V, VMware, and/or Oracle Virtual Solutions strongly preferred)
Experience with administration of Microsoft Windows XP/7/2003/2008

Client Technical Support Rep, Associate Resume Examples & Samples

Assist with configuration and branding of mobile applications
Set-up and configure mobile environments for mobile app deployment verification and live mobile app deployments
Perform weekly after hours CBA deployments
Identify and execute manual tests for the mobile applications on specific mobile devices
Support basic testing and troubleshooting of the rich internet client ported onto multi-device platforms for smart phones
Participate in App Resubmission/maintenance projects
Knowledge or course work completed on: Java, C, C# or .Net programming, HTML, XML, Unix, Microsoft SQL Server 2008/2010, SDK Emulators/IDE , RUP/AGILE testing methodologies
Experience working with Windows 2008 server, and .NET Framework environment preferred
OS Knowledge: iOS, OSX, Android OS's
SQL/SQLite
Implementation and testing on variety of mobile devices, different OS versions, and device sizes
Knowledge and/or working use of SDK Emulators for both iOS and Android
Knowledge of Agile/Scrum Methodology

Client Technical Support Rep, Tech Lead Resume Examples & Samples

4+ years of experience in a customer service, technical support or account management role
Banking industry knowledge
Proficient level knowledge in operating systems such: Linux/Unix, Windows
Excellent knowledge in database management and support, especially in Oracle databases
Excellent knowledge of SQL Statements as a data management, analysis and reporting tool
Good experience in implementing, configuring, monitoring and restoring Windows/Unix/Linux servers is desirable
Proven experience in similar positions for Application/database support is highly desired
Team management proven capabilities and experience
Self-starter, quick learner and proactive
Commitment to long term working relationship
Able to coach/mentor other less experienced team members
Experience/willingness to work in compressed schedules (4 days per week 10 hours)
Experience monitoring tickets queues, creating, updating and taking cases to the last instance (it can be written in a better way by an HR rep)
FTP protocol knowledge
Linux/Unix server administration knowledge
Capable of building and/or understanding SQL queries, statements, scripts
Capable of building and/or understanding bash scripts
Oracle Database administration process knowledge
Excellent knowledge of Unix/Linux
Good knowledge of Oracle Databases is necessary

Client Technical Support Rep, Professional Resume Examples & Samples

Validate content, pagination, data input and user experience on mobile devices
Work with QA, BSAs and Dev on mobile application root cause analysis, research and debugging
Install and run SDK's (Software Development Kits) for iPhone and Android
Complete production cases for new CBA mobile app client requests
Knowledge or course work completed on: Java, C, C# or .Net programming, HTML, XML, and similar
Knowledge of app store submission processes (iTunes, Google Play, and/or Amazon)
Experience with web technologies such as JavaScript, CSS, HTML5, XML
Basic understanding and knowledge of protocols, database file structures, relational databases, web services, XML files for data source and storage
OS Knowledge: iOS, OSX, Android OS's, Windows server, Windows 7
Minimum 6 - 12 months experience developing, releasing, and maintaining native C#/Java Applications preferred

Client Technical Support Rep Resume Examples & Samples

Minimum 1 year of customer service experience; preferably call center environment
Financial Services experience a plus, but not required
Intermediate proficiency with PC/Windows related software (MS Office) required
High ability to multi task and manage multiple products on multiple systems
Ability to interface with all levels associates and managers for both internal and external customers
Must be able to work in a fast-paced environment, with daily processing efficiency requirements
An understanding online banking and/or basic helpdesk knowledge very helpful
Ability to work effectively with minor supervision
Experience delivering customer service to both a B2B and B2C customers ideal
Experience in a banking or financial services environment a plus, but not required
Bilingual (Spanish/English) speaking skills a plus

Client Technical Support Rep, Associate Resume Examples & Samples

Connect to the support line on previously scheduled shifts and keep him/her-self available for a specific amount of hours on a daily basis. React to queue emergencies when being off his/her shift
Log 100% of calls received in available ticketing tool. Information within the case will be determined by each of the departments and it is usually based on best practices
Escalate cases that he/she was unable to resolve. Escalation can go to a product specialist, a technical lead or in some cases to a product/service manager
Currently enrolled in Computer Science, Management Information Systems, Finance or Business Bachelor's Degree Program
Proficiency with MS Office Suite
Advanced English Level B2
Cognos reporting tool

Client Technical Support Rep, Associate Resume Examples & Samples

1+ years of experience in a customer service, technical support or account management role
Good level knowledge in operating systems such: Windows Server
Knowledge in database management and support (DB2 or MS SQL Server)
Knowledge of SQL Statements as a data management, analysis and reporting tools
Experience in similar positions for Application/database support is highly desired
Knowledge of application servers (WebLogic or WebSphere)
Advanced level of English
Experience in banking, financial services, and/or software industries desired
Experience with matrix management of cross-functional processes and teams Banking industry knowledge
Good knowledge of Data Warehousing is desirable
Experience or Knowledge in server monitoring

Client Technical Support Rep Card Services Resume Examples & Samples

Answer incoming calls and inquiries from customers, sales and account management to resolve customer questions and concerns
Provide accurate information and quality customer service
Previous experience in a financial institution required. Prefer a focus with debit or credit cards (i.e. client support, production, chargebacks, adjustments, etc.), ATMs, or network balancing
Prior call center customer service experience required
Excellent customer service and active listening skills

Client Technical Support Rep, Tech Lead Resume Examples & Samples

Associate or Bachelor’s degree (or equivalent work experience)
Willingness to work in a team environment
Ability to Research/Resolve client inquiries using existing company resources
Promote and maintain positive client relations
Provide general application support and troubleshooting for issues such as: application and configuration, file transfer, customer payment and reconciliation
Create and maintain Service Operations knowledgebase of solutions. Collaborate extensively with peers to resolve client issues while actively contributing to a growing knowledge network that improves the effectiveness of the team and the information available to our clients
Assist knowledge transition from Development and Implementation teams on application-specific areas covering functional, technical, work process and environment
Provides appropriate personnel a precise understanding of user's issues when the problem needs to be escalated to a higher level
Participates in training programs to continuously improve product knowledge and service skills
Self-starter with sense of urgency

Client Technical Support Rep-online Banking Resume Examples & Samples

Respond to customer inquiries received via telephone, email or correspondence
Handle moderately complex issues analyzing and resolving problems for customers by determining and explaining the best solution for the problem
Escalate issues to management and/or clients following defined procedures
Maintain client customer service and satisfaction standards in all customer contacts
Support application testing efforts
Provide application support as needed
Education -Bachelor's degree in Business Administration or related discipline, or equivalent experience
2-3 years experience required within the financial services industry is required
Experience working with Corporate Online banking application
Ability to anticipate areas of difficulty and/or questions and quickly adapt training to meet the needs of clients
Ability to effectively communicate technical information in non-technical terms *
Analytical and troubleshooting skills - Experience diagnosing problems with software products (preferred)
Advanced knowledge of Training Tools and Microsoft Office products – Word, Excel, PowerPoint
Experience in banking, financial services, and/or software industries
Must be able to make decisions and solve problems that are general in nature and for which there are precedents
Strong organizational and interpersonal skills with good follow-up skills and attention to detail
Ability to analyze and solve complex problems
Works well in an environment with firm deadlines and high volume; results oriented
Ability to multi-task and adjust schedules to meet deadlines in a fast-paced environment
Weekend and off hours work and availability is required
Minimal

Client Technical Support Rep Resume Examples & Samples

Respond to customer inquiries received via telephone, email, web chat or correspondence
Use online knowledge help systems to conduct research and answer questions
Document actions taken in various systems required for each program
Perform data entry as assigned Maintain client customer service and satisfaction standards in all customer contacts
Minimum 1 year of customer service experience; preferably in a call center environment

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