Customer Service Technical Support Resume Samples

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C Weber

Cale

Weber

4338 Zemlak Land

Los Angeles

+1 (555) 982 4809

4338 Zemlak Land

Los Angeles

Phone

p +1 (555) 982 4809

Experience Experience

Houston, TX

Customer Service Technical Support Analyst

Houston, TX

Ferry-Durgan

Houston, TX

Customer Service Technical Support Analyst

Manage escalations from Pearson Executives, providing full and regular updates while the issue in being investigated, and detailed explanations once the incident is resolved
Oversee the weekly aging report, following up on incidents which appear idle. Providing regular updates to the customer as you work towards resolution
Provide assistance and support to Tier 2 agents with escalations, highlighting trends and creating corresponding knowledge base articles
Represent Pearson in communications with customers via telephone written correspondence or electronic service to assist with resolving technical issues involving Pearson products and technologies
Partner with the Customer Satisfaction team to review customer comments for trend analysis, closing the loop with customers who report their issue is still unresolved
Work closely with the training team and serve as SMEs to provide input and review training courses and participate in refresher training sessions
Proficient at working as part of a virtual team

Houston, TX

Customer Service Technical Support Administrator

Houston, TX

Boyle-Kihn

Houston, TX

Customer Service Technical Support Administrator

Multi-task and manage several ongoing tasks and priorities
Work in an environment where ideas are shared, and success is celebrated
Prioritize workload based on urgency and impact to customers and the business
Familiarity in working with proxy servers and packet capture utilities would be a plus
Actively manage missing results with sites and internal teams in a timely manner
Successfully complete any specific project work as directed by the team leader
Assist all software release activity for all parties impacted

present

Dallas, TX

Lead Customer Service Technical Support

Dallas, TX

O'Conner LLC

present

Dallas, TX

Lead Customer Service Technical Support

present

Work with Development and Project Management teams to obtain resolution for unresolved issues and non-scripted issues in-between receiving calls
Flexibility, working in a fast paced, customer oriented environment juggling multiple demands
Serve as the lead representative for team – instruct, train, coach, mentor; includes providing information, instruction and/or resolution to technical related questions regarding the use of online, web-based products
Operational knowledge of numerous software programs, Internet browsers, devices and operating systems: including PC's, Macs, Internet, HTML, web-based applications, and networks
Provide input on process/system improvements
In manager’s absence work with next level manager to resolve issues
Provide troubleshooting services for software, or web-based/online products

Education Education

Associate’s Degree

University of California, Los Angeles

Associate’s Degree

Skills Skills

Available for varied hours/shifts in 24-hour /365 days year setting
Ability to stay composed and objective
Prior working knowledge of Oracle MICROS Simphony or 3700 Point of Sale is
Strong listening/comprehension skills
Excellent oral and written communication skills
Ability to use phone and computer systems
Stellar customer service skills – and an overwhelming desire to make lives better, one interaction at a time
Fluency in English and one of the following: French, Thai, Portuguese, or Spanish
Fluency in English and one of the following: Thai, Portuguese, or Spanish
May contact customer accounts to recover converters, or for payment of past due accounts, and to list delinquent accounts for collection

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11 Customer Service Technical Support resume templates

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Lead Customer Service Technical Support Resume Examples & Samples

Provide telephone technical support to customers, including teachers, school administrators, curriculum coordinators, technical staff and principals
STRONG Customer telephone support - receive, respond, resolve continuous inbound customer calls
Serve as the lead representative for team – instruct, train, coach, mentor; includes providing information, instruction and/or resolution to technical related questions regarding the use of online, web-based products
Work with Development and Project Management teams to obtain resolution for unresolved issues and non-scripted issues in-between receiving calls
Provide input on process/system improvements
Identify sell-up and cross-sell product opportunities to existing customers for revenue generation; develop selling skills with team
Input/maintain customer profiles in call tracking system at all times, within timelines
Consistently communicate to Regional offices and sales staff regarding customer issues and/or products
Provide troubleshooting services for software, or web-based/online products
In manager’s absence work with next level manager to resolve issues
Associate degree or equivalent combination of education/experience
5+ years’ experience in a call center environment or in a customer service role resolving escalated customer issues/complaints
2+ years managing/resolving escalation of 1st/2nd level customer support issues
MUST have lead/supervisory experience with team that works with multiple call volumes or assignments
DETAIL DRIVEN! Substantial diagnostic, analytical, research and resolution skills
Effective verbal communication influencing and managing customer expectations, emotions and escalations
Excellent listening skills!
MUST have strong written skills using appropriate grammar, sentence structure, spelling
MUST have proficient knowledge of online data base and management systems
Operational knowledge of numerous software programs, Internet browsers, devices and operating systems: including PC's, Macs, Internet, HTML, web-based applications, and networks
Understand effective prioritization of responsibilities/work load to meet customer needs
Team driven, supporting team members to achieve overall department goals
Flexibility, working in a fast paced, customer oriented environment juggling multiple demands
Confidence to make independent judgments to resolve customer problems with minimal guidance
MUST like to be on the phone with customers for an extended amount of time; excellent time management skills!

Customer Service Technical Support Administrator Resume Examples & Samples

Successfully complete any specific project work as directed by the team leader
Prioritize workload based on urgency and impact to customers and the business
Ensure superior customer service and technical support for internal and external customers of VUE applications
Ensure accurate recording of helpdesk calls using the company’s incident tracking systems
Assist all software release activity for all parties impacted
Support evaluation and implementation of new technologies
Escalating to global teams for system support issues
Work closely with other colleagues and teams to ensure proper process & procedures are followed
Actively manage missing results with sites and internal teams in a timely manner
Timely support and resolution of issues raised to the IT helpdesk by head office and remote users
Escalation of issues to Second Level teams when necessary
Assists in providing Candidate Relations Coordination. Provides excellent customer service and promotes client programs by answering incoming calls from clients, candidates and test site administrators. Also responsible for assisting with the operational aspects of client testing programs and handle escalated service-related issues. Normally receives no instruction on routine work, some general instructions on new assignments. May identify the need for improvements to existing work processes
Fluent in both written and spoken (Japanese and English)
Excellent knowledge and experience in a customer focus environment
At least two years in a similar role
Experience and support of Microsoft Server/workstation operating systems and office applications
Experience with supporting software applications via telephone and using remote tools
Experience of supporting LAN/WAN connectivity related issues
General knowledge of internet communication and networking configurations and troubleshooting
Must be able to actively demonstrate a logical and analytical approach to problem solving
Excellent conflict management skills
Quick learner and ability to adapt to new systems and operating environments
This position requires the individual physically perform the job duties in the Support Centre, except when assigned to an offsite support event
High school diploma required, Bachelors/Associate degree strongly preferred
Qualification in ITIL or similar preferable
MS Exchange & Active Directory support
Demonstrated documentation and training skills
Ability to install/configure IT hardware/component would be advantageous
Previous experience of living and working in the location/region
Organizing
Commitment to improving quality

Customer Service Technical Support Administrator Resume Examples & Samples

60% of time spent on ticket resolution, across a wide variety of systems and stakeholders
10% of time for other duties, as assigned
Excellent communication skills - both oral and written
Ability to work within a team
Excellent customer service skills, follow through, and trouble shooting skills
Excellent ability with web-based applications

Manager Customer Service Technical Support Resume Examples & Samples

Associate Degree in computer technology
Bachelor Degree preferred
5+ years team management experience required
7+ years technical service support experience
Minimum of 1 year Sales Engineer experience
MOS certified
Adobe ACU certified or equivalent
IC3 certified or equivalent
Working knowledge in computer networking required
Technical savvy
Team management skills
Interpersonal savvy a must
Time management and priority setting
Motivating others
Ability of remote management
Flexible attitude required

B-customer Service Technical Support Administrator Resume Examples & Samples

Utilize highly developed critical thinking skills to troubleshoot technical issues
Possess, acquire and maintain the technical expertise required to effectively handle customer interactions
Illustrate a desire to learn and actively seek new skills
2 years of technical service experience (troubleshooting issues with browsers, plug-ins, and Internet connections, as well as software and hardware issues on PC, Mac and mobile devices)
Must be able to type a minimum of 40 WPM

Customer Service Technical Support Administrator Resume Examples & Samples

Thoroughly and accurately document interactions into a CRM system
Process email, chat and phone requests in a high volume environment
Multi-task and manage several ongoing tasks and priorities
Must have high school diploma, GED or equivalent; some college preferred
Excellent written and oral communication skills, with the ability to effectively translate technical information to the end user

B-customer Service Technical Support Administrator Resume Examples & Samples

Technical Certification (Preferred)
Typically 12 months – 3 years of related work experience
Excellent knowledge of organization's products, services, and business operations
Excellent communication, writing, and customer service skills required

Customer Service Technical Support Analyst Resume Examples & Samples

Manage escalations from Pearson Executives, providing full and regular updates while the issue in being investigated, and detailed explanations once the incident is resolved
Provide dedicated support for LTS/Sales team
Handle the Tier 3 Escalation queue, ensuring all incidents are resolved in a timely manner or escalated to the appropriate group to resolve
Provide assistance and support to Tier 2 agents with escalations, highlighting trends and creating corresponding knowledge base articles
Represent Pearson in communications with customers via telephone written correspondence or electronic service to assist with resolving technical issues involving Pearson products and technologies
Effectively take control and manage challenging customer situations to ensure a positive customer experience
Partner with the Customer Satisfaction team to review customer comments for trend analysis, closing the loop with customers who report their issue is still unresolved
Work closely with the Quality Assurance team and assist with reviewing Vendor Partners customer interactions in order to shape refresher training sessions. Provide QA with trend analysis and details of incidents which need addressing
Monitor required social media channels, responding to customer comments, ensuring their feedback, both positive and negative, is addressed
Manage Accessibility/Disability incidents, working with the business to define Support’s scope of work, processes and best practice
Work closely with the training team and serve as SMEs to provide input and review training courses and participate in refresher training sessions
Oversee the weekly aging report, following up on incidents which appear idle. Providing regular updates to the customer as you work towards resolution
Maintain a strong working knowledge of our products and new releases, working closely with the Product teams/Product Quality to highlight trends and Support feedback to further improve customer experience. Acquire and coordinate resources from other groups, as needed, to resolve customer issues
Monitor Hip Chat channels and respond to questions from Tier 2 team
Assist with special projects as they are assigned
2-5 years of experience in efficiently resolving customer interactions
Demonstrated excellent written and verbal communication skills
Ability to think creatively, adapt to circumstances, learn from co-workers, and share information and experiences
Demonstrated excellent analytical skills, in conjunction with a structured, systematic approach to problem solving and ability to present results to all levels
Proven excellent organizational and time management skills with the ability to meet multiple deadlines
Ability to learn and actively seek new skills, and keep pace with emerging technologies
Self-motivated with the ability to manage several ongoing tasks and priorities with minimal supervision
Ability to work collaboratively with cross-functional/cross-company teams
Demonstrated leadership through personal responsibility, accountability and teamwork
Proficient at working as part of a virtual team
Be flexible to schedule changes or additional coverage, particularly during peak periods. Some travel may be required
Reliable attendance and punctuality is critical to successful performance in this role. If a Pearson applicant, current record must reflect this
Ability to qualify for a corporate American Express card or possessing a personal credit card in place of a corporate card to pay for work travel is required
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
This person must be able to sit or stand at a personal computer for a reasonable length of time typing and reading
Strong Pearson Higher Education product and platform knowledge preferred
2-5 years experience working with Pearson Higher Education admin tools preferred
2-5 years experience working with Pearson Higher Education Product and Operations teams together with a strong understanding of the escalation process preferred

Customer Service Technical Support Administrator Resume Examples & Samples

Ability to deal tactfully and effectively with customers, and provide consistently great customer service
Ability to work independently and demonstrate sound judgment within established policies and guidelines is required
Good understanding of network fundamentals: topologies, management, and supporting technologies
Previous experience supporting Java based applications preferred
Familiarity in working with proxy servers and packet capture utilities would be a plus

Temporary Customer Service Technical Support Administrator Resume Examples & Samples

Excellent troubleshooting, problem solving, and communication skills are required
Understanding the basics of DNS, content filters, caching, proxies, firewalls, and antivirus would be preferred
Previous experience supporting Windows operating systems required. Previous experience supporting Mac operating systems preferred

Customer Service Technical Support Representative Resume Examples & Samples

Ability to maintain and preserve confidentiality of information
High level of integrity and professionalism
Excellent typing and written skills
Experience navigating multiple computer screens and programs while interacting with customer
One year experience operating a computer in a Windows based environment
Two years experience in a customer facing environment
Two years experience troubleshooting computer hardware, mobile phones, or other electronic devices

Customer Service Technical Support Analyst Resume Examples & Samples

Provide dedicated support for Sales/field team
Handle the team's escalation queues, ensuring all incidents are resolved in a timely manner or escalated to the appropriate group to resolve
Monitor internal channels and respond to questions from Vendor Partner agents

Customer Service Technical Support Administrator Resume Examples & Samples

Solid experience providing customer service and technical support for Digital products
Experience providing Tier 2 technical support to customers over the phone, via live chat and email
Experience working with a Ticketing System (Salesforce, Service Now) and managing tickets to defined SLAs
Proactively recommend and implement changes to processes to ensure continuous improvement to the customer experience for digital products
Working knowledge of all Microsoft and Google suites

B-customer Service Technical Support Assistant Resume Examples & Samples

Technical support experience at least 1 year
Call center work experience at least 1 year
Business intermediate level English communication skills

Customer Service & Technical Support Consultant Resume Examples & Samples

Completion of high school diploma or higher
1 year experience minimum in technical support
Ability to solve issues through clear probing, communication, and visualize a problem or situation and think creatively to solve it
Open and close service requests, as well as manage the classification, assignment, tracking and completion of requests
Possess strong computer proficiency including experience using MS Windows (2000 & XP) operating systems
Analyze issues with wireless data, voice devices and associated desktop software
Demonstrated ability to positively influence others
Demonstrated ability to problem solve in a time pressure environment
Bilingual French and English, written and spoken an asset
Experience in a telecommunications role
Previous experience and/or knowledge with Active Directory, Networking and Security
Familiarity with wireless technology; specifically wireless voice/data devices and associated desktop software. Experience with BlackBerry, Windows and Android OS

Customer Service & Technical Support Consultant Resume Examples & Samples

Demonstrate a passion to connect and build rapport with a variety of customers and their changing needs
Identify and secure sales opportunities on all calls, including plan or phone upgrades, accessories, new customer leads and referrals, and additional line sales
Assist customers with their care & technical troubleshooting inquiries via phone, chat & email, (including billing inquiries, contract / plan information, processing bill payments, cancellations)
Take accountability to solve issues from beginning to end
Keep abreast of new information provided to ensure you have the right information to service the customer
Process device warranty and exchange, repairs and 30-Day device return requests
Responsible to locate answers for customers, quickly and accurately while using multiple resources
Resolve internally escalated technical troubleshooting issues
Diagnose and resolve escalated technical troubleshooting issues of wireless voice/data devices by account provisioning, device functionality, device configuration, application support, software downloads and network connectivity

B-customer Service Technical Support Assistant Resume Examples & Samples

Graduate Degree required
1-2 years experience in Windows Application support
Knowledgeable of Windows XP and Windows 2000 Applications required
Familiarity with Internet communications
Understanding of basic Network (NetWare/Windows NT) operations
Knowledge in WAN Interconnectivity
Knowledge of all VUE applications, both internal and external
Excellent communication skills, especially listening skills
Strong customer service and following up skills
Ability to work in team
55% Operational Support-- Support level 1 technicians by acting as a point of reference and escalation point
Develop individual and team productivity metrics
Train Level 1 technicians or recruit subject matter experts to train VSS team
5% Administrative-- Process time sheets on a bi-weekly basis
Produce daily, weekly, and monthly reports as requested

Manager Customer Service Technical Support Resume Examples & Samples

3 years experience in the WLNP (Wireless Local Number Portability) organization
Bachelor's degree and eight years related work experience or twelve years related work experience post high school
Five years technical customer support experience usually in telecommunications, hi-tech, or software environment
Three years supervisory or management experience
Extensive understanding and experience with current WLNP systems, troubleshooting tools, processes and M&Ps

Customer Service Technical Support Specialist Resume Examples & Samples

Associate’s degree in a technical field or equivalent job experience required
2+ years experience working in a 2nd tier support role
MCSE, CCNA or Net+ strongly preferred
Experience working with all version of Windows, specifically Windows 7, 8, and 10
Experience working with Server 2008r2, Server 2012, and Server 2016
Advanced knowledge of Active Directory, DNS, DHCP, and Group Policy required
Advanced knowledge of OSI model TCP/IP protocols and standards required
Experience with network standards for routing and sub-netting is required
Experience working with Altiris is preferred
Experience with Windows scripting (VBscript, Power Shell, Python Scripting Language) preferred
Strong in-depth knowledge of the VUE applications internal and external preferred
Experience working with Amazon Web Services preferred
Effective problem solving skills and troubleshooting skills
Time management and multi-task skills

Cash Management Customer Service Technical Support Spc Resume Examples & Samples

Become a subject matter expert for all cash management products and services with the ability to act as a resource for internal departments. Maintain good working relationships and open communication within the department and bank. Answer incoming calls within the required service level agreement that is established for key call metrics for the department. Educate and train clients on multiple systems applications. Troubleshoot a wide range of issues over the phone and utilize the Internet to host WebEx sessions to provide remote access to resolve technical issues for clients. Offer alternative solutions where appropriate with the objective of retaining customers and client’s business. Responsible for using and understanding multiple systems to support incoming customer requests and client service calls. Provides demonstrations and online WebEx product training for cash management clients. Accurately process and record client modifications and incoming calls using the department tracking software. Stay current with system information, product changes and updates. Provide remote deposit software and hardware support and assist clients to resolve deposit processing issues
Answer incoming calls from commercial and small business clients to assist users on specific online banking functions such as user administration, ACH payment processing, downloading BAI information, importing files and report generation. Provide technical support assisting clients to perform adjustments to their Internet browser settings, and mobile banking devices. Assists clients with ACH and wire transfer templates and works with specific departments to resolve transaction disputes and payment processing issues within the online banking service. Communicate issues directly to the online banking software vendor for additional support when necessary and reports all incoming issues that are outstanding by entering cases into the vendors tracking system for resolution
Process various incoming customer requests that are received by phone and email for updating the client’s cash management product set up. This can include but not limited to remote deposit, cash sweep services, online banking service, fraud services, domestic and international ACH and wire transfer payments. Supports the department by completing client requests for product modifications within the required service level agreement timeline that is established for the department. Establish a good understanding of the various internal banking departments in order to route requests to the appropriate areas to complete client modifications. Prepares documentation for product set up changes, completes master agreements, wire transfer agreements, product terms and conditions to send to clients
2 or more years Banking or similar position with a Financial Technical or Software Company. (Required)
1 or more years Working knowledge of operating systems and Internet Browsers, including Windows, Apple, IE Explorer, Chrome, FireFox and Safari. (Preferred)
1 or more years Experience with online banking applications, mobile banking and knowledge of multi-factor risk based authentication. (Preferred)

Supervisor Customer Service Technical Support Resume Examples & Samples

Bachelor's Degree or equivalent experience in technical support and customer service
2+ years supervisory experience required
3+ years advanced Windows technical support
3+ years’ experience in computer based testing and certification
Experience in Windows based computer applications
Experience in MS Office Suite
Experience with MS Windows Operating systems
Experience with server based applications
Experience with remote application support
Proficiency with XML and XSLT
Proficiency with Microsoft SQL
Ability to lead a cross-functional team
Ability to communicate technical information to a broad spectrum of internal and external audiences
Effective time management skills and ability to multi-task
Ability to make high quality, timely decisions