Customer Support Technician Resume Samples
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Customer Support Technician Resume Samples
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EP
E Prosacco
Elna
Prosacco
11892 Everett Rapid
Houston
TX
+1 (555) 445 9280
11892 Everett Rapid
Houston
TX
Phone
p
+1 (555) 445 9280
Experience
Experience
Los Angeles, CA
Customer Support Technician
Los Angeles, CA
Prosacco Group
Los Angeles, CA
Customer Support Technician
- Performs contract entitlement checking and works with customer to establish PO documentation for services if the customer is not entitled for service
- Will work closely with local IT Manager, Regional IT Manager Functional System owners (R&D/Manufacturing/Engineering) and Corporate IT personnel
- Provides technical support and guidance through support and works with vendors to resolve issues
- Perform other duties as assigned by supervisor and/or manager
- Provide tier 1 customer support and respond to escalated customer incidents in a timely fashion and in compliance with Emergency Callworks standards
- Provide and evaluate performance of computer operations personnel
- Performs professional level work
Dallas, TX
Technical Customer Support Technician
Dallas, TX
Weber, Conn and Krajcik
Dallas, TX
Technical Customer Support Technician
- Successful multi-tasking abilities in a fast paced, high pressure environment
- Independent, a self-starter, efficient and a team player
- Understands and evaluates customer issues to determine if escalation is necessary and if so, clearly identifies & documents the problem including steps to reproduce the issue
- Reviews new product releases to maintain an expert level of product knowledge
- Use of Grass Valley’s internal Customer Relationship Management (CRM) system to log technical cases, escalate cases as necessary, and document case resolution
- Assists TAC technicians with problem replication in the lab
- Tests hardware and software to determine the root cause of reported issues
present
Philadelphia, PA
Customer Support Technician, GAP Tech, Rugby
Philadelphia, PA
Powlowski-Okuneva
present
Philadelphia, PA
Customer Support Technician, GAP Tech, Rugby
present
- Provide ‘new starter’ system training, and provide system training through techtime, office taker overs and workshops
- Manage local vendors to meet SLA’s and ensure they deliver a high quality of service
- Manage local billing and budgets
- Ensure service levels for customers are met, identifies opportunities for improvements and implements these as agreed
- Develop strong and trusting relationships with business, International and US counterpart at many levels of the organization
- Test, configure, install and manage and repair of all IT related equipment (Hardware and Software)
- Use Service Now to create and update incident records
Education
Education
Bachelor’s Degree in Supervision
Bachelor’s Degree in Supervision
Chapman University
Bachelor’s Degree in Supervision
Skills
Skills
- Strong technical knowledge of security and home automation systems, procedures, programming, and equipment is highly desired
- Ability to resolve customer issues in a friendly and professional manner
- Strong knowledge of and familiarity with computers and Microsoft Office applications
- Able to diagnose and resolve basic technical problems
- Basic pneumatics knowledge
- Strong reasoning skills and the ability to troubleshoot problems
- Proficiency with computers and ability to enter data in various formats
- Strong MS Office and MS Windows knowledge
- Demonstrate excellent verbal and written communication skills as well as strong telephone and customer service skills
- Disassembles, cleans and rebuilds kits as part of kit management quality
13 Customer Support Technician resume templates
Read our complete resume writing guides
1
Customer Support Technician, GAP Tech, Rugby Resume Examples & Samples
- Established IT experience gained in a large multiple outlet organisation
- Strong experience in providing 1st/2nd line IT Support
- Previous customer service experience desirable
2
Customer Support Technician Resume Examples & Samples
- Provide Level 2 support through assessing and assigning Help Desk request via telephone and email, ensuring that all trouble tickets are handled in a controller manner while interfacing with the user community
- Diagnoses and resolves problems on all types of technology related hardware, software, and transmission devices/media
- Accurate trouble ticket creation and documentation within Service Desk Solution
- Support for handheld data devices such as iPhone, iPad and Blackberry
- Coordinate large desktop moves/deployments, application upgrades and new office setups
- Participate with managing and refining Virus response measures and mitigation
- Support for critical business applications
- Participate with the day to day Help Desk activities
- Participate in a rotating on call schedule which supports the critical services AEG IT provides to our internal and external customers
- Participate with other tasks, assignments or projects as assigned by manager or IT Team
- A minimum education level of: Bachelor of Arts/Sciences Degree (4-year) in Information Systems, Computer Sciences, or related technical field
- 3 - 5 years of related work experience
- Minimum of 3 years of experience with a help desk ticketing software (ex: ServiceNow)
- Minimum of 3 years of experience in technical position with primary responsibilities in user support in a Microsoft environment, which includes Windows 7/10 and MS Office Suite 2010/2013/2016; focus on Outlook
- Minimum of 3 years of experience managing Active Directory objects within Windows 2003/2008/2012 server
- Minimum of 3 years of experience in a technical position in a facility with standard network and server environment: of TCP/IP protocol, DNS, DHCP, WINS
- Strong working experience with HP and Dell desktops and laptops
- Strong knowledge of various mobile handheld devices such as iPhone and Blackberry
- Experience supporting Anti-Spam solution
- Ability to work effectively in a team setting as well as with minimal supervision
- Must be able to work with a minimal error rate
- Excellent organizational and project management skills, including ability to organize time and work on multiple tasks and follow through to completion of task or project
- Ability to learn quickly and work in a fast paced environment
- Excellent analytical and problem-solving skills including high degree of attention to detail and accuracy
- Ability to follow a strict workflow process for QA and User Acceptance testing
- Willingness to work different shifts and extended hours as needed
- Requires personal transportation for job-related travel, as assigned
- Candidate must possess strong interpersonal skills, written and verbal communication
- Experience with O365 is preferred
- Experience working with Symantec Spam Manager or Message Labs is a plus
- ITIL experience is preferred
- A+ Certification, MCP (Windows) and or MCSE is preferred
3
Customer Support Technician Resume Examples & Samples
- Identify trends and efficiencies, recommending process improvements to management
- Create and maintain job aids for areas of accountability
- Provide administrative support to management as needed
- Document procedures as needed
- Create and edit customer communications
- Support additional administrative needs to include performing Premium Specialist, New Business, and Customer Service job tasks when assigned
- Perform additional duties and responsibilities as assigned
4
Customer Support Technician Resume Examples & Samples
- Provide quality customer support to customers in response to system alerts, customer phone calls, emails and the Salesforce Ticketing System
- Troubleshoot system hardware, software and network incidents
- Document ticketing system through open-ticket to resolution. Maintain communications with customer from first call through resolution
- Monitor automated tracking and alert systems and input/update trouble ticketing system when appropriate
- Timely escalation of high priority network/infrastructure problems and work with the entire support team and assigned engineers toward resolution
- Maintain expert (Level 2) knowledge of products and/or services
- Prepare reports and correspondence as needed
- Alternate 24/7 on-call responsibilities on a rotational basis
- Perform other duties as assigned by supervisor and/or manager
- Attend weekly CCC staff meetings
- Participate in support conference calls with customers on “as needed” basis
- Provide basic in-house IT support to PSS employees
- Assist in PSS installation projects for hands-on training
- High School Diploma or GED AND 5 years of Service Desk or technical support experience OR
- Associate's Degree AND 3 years of Service Desk or technical support experience OR
- Bachelor's Degree AND 1 year of Service Desk or technical support experience
- 5+ years in a Service Desk or technical support role
- Previous experience with Network Diagnostics
- Previous Optical Character Recognition software experience
- Proficiency in Windows, Window Server, software distribution, back-up and disaster recovery
- Hardware familiarity, including routers, switches, wireless, cameras, loop detectors and photo eyes, radar, and wiring
- Intermediate to Expert knowledge of PC’s, servers, routers, and wireless
- Expert level skills with access tools (VPN, VNC, Remote Desktop)
- Intermediate level XML and SQL skills; ability to write and perform medium to complex queries
- Experience with traffic ground loops, IR sensors, radar and megapixel cameras, a plus
- Working knowledge of ITIL framework and processes; ITIL Foundation v3 certified preferred
- Candidates must already have work authorization that would permit them to work for ABB in the US
- Valid US Passport
- Proficiency in Spanish and/or Portuguese a plus
5
Customer Support Technician Resume Examples & Samples
- Disassembles, cleans and rebuilds kits as part of kit management quality
- Has the ability to represent Applied Materials to the customer. Uses good customer service skills at all times while maintaining a professional demeanor. Displays respect for the customer by maintaining a neat and orderly work area. Demonstrates a positive attitude in less than optimal customer situations
- Complies with all safety procedures and consistently demonstrates safety as a value
6
Customer Support Technician Resume Examples & Samples
- Provides technical support and guidance through support and works with vendors to resolve issues
- Responsible for documenting solutions to problems and developing end-user guidelines
- May provide on-site training to users
- Evaluates, maintains, modifies (e.g., creates macros, templates) and documents desktop application packages, participates in the testing and evaluation of new desktop packages and implements prototypes
- Consults with and makes recommendations to IT users on selection of hardware and software products to address business requirements
- Associate’s Degree or Bachelor’s Degree or technical institute degree/certificate or equivalent work experience
- Must have 1 to 3 years of relevant IT troubleshooting work experience
- Requires technical knowledge, training and understanding of a job’s requirements
- Performs professional level work
- Develops solutions requiring analysis and research
- Responsible for critical work and/or complex projects performed within a broader technical and business context
- Will work closely with local IT Manager, Regional IT Manager Functional System owners (R&D/Manufacturing/Engineering) and Corporate IT personnel
- Adhere to CB&I CMS policies and procedures pertaining to IT and the business
- Assist and support Windows server environment (R&D/Manufacturing/Engineering)
- Assist with deploying, maintaining and troubleshooting PC/Server/Networking hardware and software issues as well as mobile devices
- The CA Service Desk software must be used to create and track requests and problem tickets
- Maintain computer environment by enforcing standardization and by upgrading and patching (OS/Productivity SW)
- Responsible for creating and maintaining documentation relative to Pasadena’s IT systems
- Assist and support network infrastructure wired/wireless, switches, AP’s and other appliances
- Assist and support Cisco VoIP phone system
- Responsible for Active Directory administration
- Administer tape backup system
- Follows and maintains DR and BC procedures
- Create electronic security system badges and maintains video surveillance systems
- Maintains A/V equipment. (Projectors, LCD’s and Polycom system)
- Responsible for keeping up-to-date with IT skills and technologies
- On Call / Extended hours may be required
- Lifting computers, equipment, and hardware
7
P-card & eVA Customer Support Technician Resume Examples & Samples
- Processing all vendor maintenance requests, including vendor creation, address changes, and termination of vendors in our enterprise resource planning (ERP) system while minimizing duplicates
- Monitoring the eVA integration box and resolving ordering issues in a timely manner, and entering state-entered vendors in eVA
- Assisting Mason departments and vendors regarding university and state policies and procedures
- Providing day-to-day support to internal customers on all facets of P-Card support
- Serving as support for the P-Card program administrator and department heads, faculty and staff to advise on the program and how to implement the use of the P-Card within their department
- Managing the reconciliation of the Agency Travel Card (ATC) each month
- Troubleshooting issues encountered with the P-Card program
- Serving as the backup liaison to the Department of Accounts and Bank of America Visa to oversee program administration and resolve issues
- Processing applications for new cards to university staff and faculty, and ensuring that they have completed the required training programs; and
- Managing account setup and closure, account limitations and controls (e.g., dollar amount and merchant category code restrictions), and performing routine account maintenance
- Excellent customer service skills with the ability to quickly understand and resolve complex technical problems; and
- Outstanding technical writing skills with the ability to create instructions, user guides and trainings
- A bachelor’s degree in accounting
- A master’s degree in an applicable field or a desire to take additional coursework in furtherance of a master’s degree
- Previous experience working with a purchasing and ERP system
- Previous experience working with a purchase card program
- Previous experience in a higher education environment; and
- A career interest in accounting, procurement or supply chains
8
Technology Customer Support Technician Resume Examples & Samples
- Responsibility as Back Office i-NOC Shift Network Monitoring for IP/MPLS Network
- Perform initial analysis to identify issues followed by reroute / restoration if possible
- Managing technical escalation to ensure faults are rectified
- To analyst the availability and problem of IP/MPLS Network through several available tools
- To give action fist handling problem solving by remotely via OSS and escalation to other parties for speed up handling
9
Customer Support Technician Resume Examples & Samples
- HS Diploma, Bachelor's degree preferred
- 2+ years of customer support experience
- Seeking experience in a help desk/service desk/ technical support environment
- Prior background working in technical environment is preferred
- Good communication skills (verbal, written and presentation)
- Strong analytical, problem solving and investigative skills
- Ability to set priorities and meet deadlines
- Aptitude to manage multiple tasks concurrently
- Technical literacy
10
Customer Support Technician Resume Examples & Samples
- High School Diploma or GED and 5 years of Service Desk or technical support or customer support experience OR
- Associate's Degree AND 3 years of Service Desk or technical support or customer support experience OR
- Bachelor's Degree AND 1 year of Service Desk or technical support or customer support experience
11
Technology Customer Support Technician Resume Examples & Samples
- Responsibility as Fault Handling Transport Backbone i-NOC Shift Network Monitoring for IP/MPLS Network
- Monitoring , segmentation, First Handling and escalate Equipment Alarms
- To give action level zero trouble shoot / First Aid Remotely via OSS and escalation to other parties for speed up handling
- Minimum Bachelor’s Degree in majoring telecommunication or electrical system
- Ability to understanding the activities, bussiness process and performance measurement for maintenace MPLS transport
- Length of minimum 1 years of working experience in IP/MPLS area
- Able written and spoken English
- Able in analytic and investigation technique
- Able technical writing and reporting
- Know about telecommunication business in general
- Understanding the end-to-end network element configuration of IP/MPLS Network,
- Know about of the end-to-end network element configuration of Celluar (RAN, Transport, Core),
- Understanding of Superwifi Networks
12
Customer Support Technician Resume Examples & Samples
- Document problems and resolutions using ticket tracking systems
- Troubleshoot problems using scripts and checklists as guides
- May perform training to non-technical end-users
- Participate in the testing and evaluation of new desktop packages and implement prototypes
- Potential of up to 25% travel is required
- Will require occasional work after hours and on weekends to meet schedules and deadlines
- Ability to work in a professional corporate environment
- Ability to work in a plant and construction environment
- Strong customer service skills are very important in this position
- Customer-focused, positive, helpful, patient, friendly and energetic attitude
- Perform professional-level high-quality work
- Develop solutions that may require analysis and research
- Reliable, self-motivated and organized
- Efficient and thorough, with great attention to detail
- Time management skills, and ability to prioritize multiple tasks under pressure to meet multiple deadlines
- Team player able to work well with others at all levels
- Requires frequent lifting and moving of computing equipment
- Microsoft products – Windows 7, Windows 8, Office, Exchange, Lync, Visio, SharePoint, Project
- Active Directory
- SCCM 2012
- Lotus Notes
- WebEx
- Cisco IP telephony
- Wired and wireless networking
- VPN
- Video conferencing
- Audio visual equipment
- Mobile devices – cell phones, iPhones, iPads, tablets, MiFi
- CA Service Desk
- Helpful certifications: A+, Network+, MCSA, MCSE, Dell
13
Customer Support Technician Resume Examples & Samples
- Act as primary liaison between customers and Alere Informatics with regard to technical support issues
- Maintain and promote a sense of team building demonstrated by patience, cooperation, support and professionalism
- Strong problem-solving skills and necessary persistence to work around “roadblocks” in the development process
- Ability to work in a fast-paced environment, handling multiple assignments simultaneously while ensuring the customer’s issue has been addressed properly
- Ability to follow up with a customer to ensure the issue has been resolved to the customer’s satisfaction
- Advanced knowledge, skills, and ability in Microsoft Windows Operating Systems
- Experience with TCP/IP, VPN Connectivity, Networks, IIS, HL7 interfaces, email client programs and protocols, VMWare, Crystal Reports, SQL Server, Medical terminology, HTML and XML
- Excellent written and oral communication skills with ability to interact with all levels of internal/external customers and third party vendors
14
Technical Customer Support Technician Resume Examples & Samples
- College diploma in Electronics or Computer Sciences (Telecommunication) or equivalent industry or military experience
- Strong understanding of operating system concepts for Windows and Linux
- Experience in supporting products from the Broadcast and Video production industries is critical
- Must be able to work with employees at all organizational levels to find the appropriate resource to address the customer’s needs
- Successful multi-tasking abilities in a fast paced, high pressure environment
- Excellent troubleshooting skills, have an analytical approach, strong aptitude for resolving complex issues in a limited time
- Independent, a self-starter, efficient and a team player
- Excellent communication skills both verbally & written in English. Fluency in multiple languages is preferred
- Emergency and planned on site visit when required (up to 25% travel)
- The selected applicant must be able to work largely unsupervised and individually, receiving little instruction on routine work and processes and receiving general instruction of non-routine assignments or processes. Documentation of all customer issues is required. Therefore, basic computer skills and use of software applications/tools is necessary
15
Technical Customer Support Technician Resume Examples & Samples
- BS/AA in technical fields a plus
- Minimum five years’ experience in technical support in the broadcast and video production industry
- Flexibility to easily adapt to customer needs including travel or adaptation to schedule changes
- Excellent analytical skills including the ability to clearly document and analyze customer issues
- Self-motivated and independent requiring minimum supervision
- Ability to deal with demanding customers in live broadcast environments
- Ability to communicate effectively with customer personnel at all levels, including executive management. Such communication, whether by phone, email, or in person, must maintain diplomacy while presenting technical information in a clear manner
- Depending on position location, ability to speak second languages may be required
- Technical Experience on a variety of broadcast equipment and workflows including, but not limited to: Video Routers, Multiviewers, Encoders, Multiplexes, Modulators, Transcoders, Video and Audio probes. Video over IP, Monitoring iControl solutions, configuring complete Windows/Linux-based video systems, advance computer network, file-based workflows, digital video compression formats, non-linear editing, RAID storage, and server virtualization
- Works with call center to identify/verify customer issues, and determine proper handling including warranty, Service Agreement, billable hours or goodwill
- Understands and evaluates customer issues to determine if escalation is necessary and if so, clearly identifies & documents the problem including steps to reproduce the issue
- Reviews new product releases to maintain an expert level of product knowledge
- Use of Grass Valley’s internal Customer Relationship Management (CRM) system to log technical cases, escalate cases as necessary, and document case resolution
- Works cross functionally to resolve performance issues and defects within Grass Valley hardware and software products. Such resolution routinely requires analysis of complex systems and customer use cases, and in some instances may require escalation and coordination with other groups within Grass Valley
- Assists TAC technicians with problem replication in the lab
- Tests hardware and software to determine the root cause of reported issues
- Takes ownership of reported issues and ensures a quick and effective resolution for our customers
- Listens to customer to understand and evaluate reported issues then clearly identifies the problem for the internal audience and documents steps to reproduce problem
- Ensures Knowledge Management maintenance/creation conforms to company standard
- Reads, understands and utilizes knowledge base articles, Service and Technical Bulletins
- Acts as the key bridge between customers and Grass Valley to resolve cases
- Participates in the ON-CALL Rotation within assigned product group
- Travels to customer facilities to perform professional services, including product commissioning, solution implementation, training, system maintenance, and problem troubleshooting
- Performs onsite professional services consistent with highest industry standards and with minimal impact to customer’s revenue-generating operations
- Follows prescribed professional services plan while at the customer facility, which may include a formal project plan developed by a Grass Valley project manager, standard product commissioning checklists, training curriculum, or problem troubleshooting guidance provided by the supervisor, peers, and/or R&D
16
Customer Support Technician Resume Examples & Samples
- Provide technical service to dealers, installers, and customers via phone and email
- Provide customers with an RGA (Return Goods Authorization) number for tracking equipment to and from this facility
- Repair equipment; maintain all appropriate records and logs pertaining to the repair
- Maintain a clean and hazard free work environment
- Provide assistance to other departments when assigned by Director or Supervisor
- Provide field installations and repairs as needed
- Excellent electrical and mechanical skills
- Team player with ability to interact in a positive manner with customers, other employees, and other departments
- Proficiency with computers and ability to enter data in various formats
- Strong reasoning skills and the ability to troubleshoot problems
- Ability to resolve customer issues in a friendly and professional manner
- Energetic and creative
- Be able to type 30 wpm
- Minimum of one year experience in electrical/mechanical applications and one year experience in customer relations or customer service. AA in electrical technology or equivalent is desired
- High School Diploma and equivalent work experience maybe substituted on a year to year basis for the educational requirements
17
Customer Support Technician Resume Examples & Samples
- Responsible for providing technical support and monitor day to day operations of Emergency Callworks customer base
- Monitoring the Emergency Callworks Infrastructure using a variety of tools and react to resolve any alerts which may arise and ensure system up time meet service level agreements
- Responsible for logging and resolving any network incidents ensuring that Service Level Agreements are met at all times
- Escalating any incidents that cannot be resolved within specified time frames to the relevant team members and work with them until the incident is resolved
- Document and record steps taken towards resolution of an incident and add this to the knowledge database for future referral
- Take Technical Ownership of Major Incidents by – identifying, communicating, and utilizing appropriate resources to resolve the issue
- Responsible for documenting and distribution of all Major Incident Review Reports in the agreed format
- Ensure Customer Support operations meet support and performance metric requirements
- Monitor all outages/issues through the return to normal services
- Build strong and effective working relationships with Engineering and Management organizations.Customer Support
- Provide tier 1 customer support and respond to escalated customer incidents in a timely fashion and in compliance with Emergency Callworks standards
- Acting as the primary point of contact between the customer, Emergency Callworks, and its partner's
- Develop good customer relationships through excellent customer service.Other Support
- Comply with Motorola and Emergency Callworks Quality and Security policies and practices
- Maintain reasonable discipline and decorum
- Be familiar with Emergency Callworks policies and services
- Responsible to update and maintain data integrity of various database systems used within the Emergency Callworks
- Keep up to date knowledge of all systems and application used to perform day to day task
- Work closely with all other relevant teams to maximize all opportunities, make a significant contribution by supporting new process and new technology
- Process focused; provides input to help improve/build processes
- Must be able to effectively coordinate and multi-task across various groups and functional teams both inside and outside of the business
- Provide guidance and support for continual improvements
- Ensuring all given tasks are performed based on Emergency Callworks process and procedures
- Actively participate in all training provided
- Ability to perform tasks with minimal supervision
18
MDP Customer Support Technician Resume Examples & Samples
- Assists in planning the daily work schedule within assigned territory to ensure completion of Preventive Maintenance and remedial maintenance
- Assumes responsibility for complete customer satisfaction within assigned accounts. Assists in planning, communicating, and co-ordinating support plans with customer management
- Performs start-up, warranty, paid service, and service contract activities. Performs TIER II start-ups within established time frames. Assists on TIER III start-ups. Provides technical assistance to less experienced Applied personnel. Uses training and experience to identify some process related system problems
- Serves as the Company liaison with the customer's front line management on administrative and technical matters for assigned projects. Assists in the preparation of and participates in customer meetings
19
FEP Customer Support Technician Resume Examples & Samples
- Uses escalation policies as required to keep management informed of down situations
- Verifies and approves the operational quality of system equipment. Performs daily, weekly, monthly, quarterly, biannual, and annual periodic maintenance on systems within established time frames. Also performs wet cleans as required. Instructs customers in the operation and maintenance of systems. Troubleshoots and corrects process variations on systems partially with assistance from senior engineers
- Develops and implements plans to increase productivity. Tracks equipment performance and plan uptime improvement. Has a working knowledge of Statistical Process Control. Utilises Quality Improvement Process methods and terminology
20
DSM Customer Support Technician Resume Examples & Samples
- Plans and executes support activities on a wide range of Applied Materials' systems. May need technical assistance in performance of daily responsibilities
- Has developed proficiency in a range of analytical processes or procedures to carry out assigned tasks
- Uses communication skills to regularly exchange information
21
Line Customer Support Technician Resume Examples & Samples
- Handling queries from internal and external customers
- Owning, driving, communicating, updating and proactively representing BT in all domains of activities
- Manage supplier activities (e.g. really driving/escalating 3rd party agents to dispatch and repair faults to meet our service level agreements)
- Provide process improvement input wherever possible
- May do proactive jeopardy management
- Fluency in English and another language (French or Italian or German or Spanish or Portuguese)
- Good verbal and written communication skills
- Precise, analytical and emphatic mindset
- Great stress management skills
22
Customer Support Technician Resume Examples & Samples
- Schedules and coordinates work flow of computer operations personnel
- Schedules work of users
- Provides technical assistance to systems users in resolving complex operating problems
- Selects, trains and evaluates performance of computer operations personnel
- 13-15 years w/High School Diploma
- 07-09 years w/Bachelors Degree
23
Customer Support Technician Resume Examples & Samples
- Provide technical support via telephone, chat and email to customers, field service professionals, and internal department. To include but not limited to fielding product and procedures questions, and troubleshooting product installment or programming issues
- Provide troubleshooting and technical assistance primarily on 2GIG, Z-Wave, ZigBee and other security & Home Automation products
- Assist in responding to situations where standard procedures have failed in isolating or resolving a problem
- Report design, reliability and maintenance problems to technical support Supervisor and Engineering
- Maybe involved in customer installations and training programs as needed
- Travel may be required. If you are called upon to travel for business you must be prepared to pay for your Air Fare, Rental Car, Hotel, Food and other expenses. Nortek will reimburse for all approved
- Call maybe recorded for training purposes
- Enter established departmental requirements of entries into NetSuite (CRM)
- Ability to manage difficult or emotional customer situations; responds promptly to customer needs; responds to requests for service and assistance
- Ability to Identifies and resolves problems in a timely manner, handle conflicts and ambiguity
- Ability to speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; and participates in meetings
- Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
- Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs
- High diploma required; Associate's degree or equivalent two-year college degree preferred
- Field installation experience, specifically installing hardwire security or wireless security systems, home automation, Z-Wave, ZigBee products highly desired
- Must have excellent customer service skills with a high level of patience in dealing with a variety of customers
- Strong technical knowledge of security and home automation systems, procedures, programming, and equipment is highly desired
- Strong knowledge of and familiarity with computers and Microsoft Office applications
- While performing the duties of this Job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms and talk or hear
- The employee is frequently required to sit
- The employee is occasionally required to stand and walk
- The employee must occasionally lift and/or move up to 25 pounds
- Specific vision abilities required by this job include close vision, distance vision and color vision
- Work is typically performed within a general office environment, with adequate lighting and temperature control
- Computers and typical office equipment are provided
- There may be occasional business travel to other corporate facilities, technology partners and customer sites
24
DSM Customer Support Technician Resume Examples & Samples
- Able to diagnose and resolve basic technical problems
- Develops the ability to represent Applied Materials to the customer. Uses good customer service skills at all times while maintaining a professional demeanor. Displays respect for the customer by maintaining an orderly work area
- Applies basic analytical skills or scientific methods or operational processes to perform straightforward activities
25
MDP Customer Support Technician Resume Examples & Samples
- Performs Tier I procedures and preventative maintenance and wet-cleans, seeking assistance when needed
- Learns and applies basic diagnostic techniques and the use of documentation and test equipment with assistance from senior engineers
- Strives to perform established BKM’s. Follows all IP guidelines
26
Remote Customer Support Technician Resume Examples & Samples
- Strong working knowledge of computers
- Verifiable and demonstrated skill in performing services/upgrades to all types of computers
- Capacity to communicate with customers effectively using a variety of mediums
- Ability to resolve customer concerns in a diplomatic manner
- Ability to make decisions with integrity that supports company guidelines and makes good business sense
- Ability to plan, organize and prioritize efficiently and effectively to handle their daily responsibilities and serve our customers
- Ability to work effectively with ongoing distractions is necessary
- Can engage appropriately and work as part of a team
- Capacity to work independently and seek out assistance as required
- High proficiency in English language skills (written & oral). High Bilingual (French/English) proficiency (written & oral) preferred in provinces requiring French language support
27
IS Customer Support Technician Resume Examples & Samples
- Bachelor’s Degree in Computer Science or related field highly preferred
- 3-5 years of Network Administration with customer service interaction
- Experience working with Microsoft OS and Office Applications
- Independent worker with the ability to manage multiple projects simultaneously
- Experience supporting report sites including hardware and wiring
28
Customer Support Technician Resume Examples & Samples
- Knowledge of electrical installation rules (standard, vocabulary, etc.)
- Knowledge in electronics
- Knowledge of problem resolution tools
- Electrical habilitation
- Good customer relationship (phone and mail)
- Office suite, internet, mail and basic computer tools
29
Customer Support Technician Resume Examples & Samples
- A track record of successful delivery of client projects in a technical capacity. Experience preferable (but not essential) in health or wellness related organisations
- Proven ability to communicate appropriately at all levels of business (including customer level)
- Must have strong Microsoft Office skills, including Word, Excel & Outlook (knowledge of Visual
- Studio & SSMS desirable). Knowledge of technology used in technology stack
- Sound judgement, strong communication skills and innovator
- Attention to detail and proven ability to manage complex implementation projects
- Comfortable managing timelines to ensure client delivery excellence
- Ability to develop a close working relationship with the internal departments
- Some technical skills in C#, JavaScript or equivalent to ensure continuous improvement of the CGWS internal toolsets (desirable)
- Confident, enthusiastic, self-motivated and ambitious
- Interest in web technologies and Microsoft applications
- Proficiency in T-SQL, XML & IT infrastructure technologies desirable but not essential
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Divisional Customer Support Technician Resume Examples & Samples
- Customer Service Representative will be responsible for managing Divisional end-user expectations
- Knows the HP Service Manager software in creating tickets, assigning workgroups, and is familiar with Divisional routing keywords and phrases
- Required to interact with Emerson Climate end users by means of phone, email, OCS, and Live Chat
- Must adhere to Emerson Climate’s SLAs set by management which include the areas of resolution rate, response time, and customer satisfaction
- Addresses any issues with incorrect routing of tickets based on keywords and workgroups
- Works closely with Emerson Climate Tier 3 teams including workgroup managers
- Knows Tier 1, 2 and 3 agent responsibilities, and when to escalate a ticket to a Tier 3 agent, by developing a checklist of problems and resolutions
- Responsible for improving the Divisional services experience overall; analyzing, identifying and diagnosing faults while providing direction to eliminate reoccurrence
- Will be responsible in asking the Tier 1 and/or Tier 2 agent what issues they have interacting with Divisional personnel, and what additional information/tools they need to perform their jobs quicker/better
- Recommend procedures and controls for problem prevention
- Reviews daily Divisional tickets – if more information is needed on a ticket to properly identify the issue it is his /her responsibility to call the end user for more information and adding it to the “History”
- Analyze Divisional historical data and ITSS reporting to identify and document difference. Responsible for collaborating information to ITSS Service Desk Supervisor, focusing on Divisional issues
- If a large number of tickets come in concerning one specific problem it will be his /her responsibility to contact the workgroup manager to find out what the problem is and then call back for status update, while keeping agents advised
- In the case of a “Master” ticket it will be his /her responsibility to make sure the affected end users’ names and phone numbers are listed, and when the issue is resolved to check with those end users listed to make sure that all affected agree the incident is resolved
- Ensure end user expectations are met by randomly surveying Divisional users throughout the month
- Establish Divisional criteria for ticket workflows
- Will continue to monitor tickets over 2 weeks old and follow up with the responsible Tier 3 personnel and/or the originating client as to the current status of the ticket
- Responsible for documenting and disseminating information to Tier 1 and Tier 2 agents of new processes that the Division will be providing
- Responsible for creating and maintaining Knowledge Database and call tracking database to enhance quality of problem resolutions – to include HP Service Manager and Divisional SharePoint sites
- Develop assignment of tickets to individual Tier 3 person not only workgroups. (This will take more time for familiarization with guidance from the divisional service desk manager)
- Must be proficient in Microsoft programs; general knowledge of Emerson’s network and Active Directory structure; and ability to learn specific applications used within the Emerson Climate organization
- Must have the ability to work patiently with end users and articulate instructions in a constructive manner
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Associate IT Customer Support Technician Resume Examples & Samples
- Need to have the ability to perform each job task safely on every job, is a requirement
- Candidate must have good communication skills, cooperation, works well with client and others
- Candidate must be in good physical health, able to climb ladders and access scaffolds to perform this skill
- Ability to conduct themselves in a respectful environment
- Install communication equipment including data racks, patch panels, cable trays, Etc
- Install Cable, Fiber Optics, and low voltage structured wiring through building pathways and spaces, adhering to NEC fire and building codes and ANSI/TIA/EIA communication cabling standards
- Test & document copper and fiber optic cabling using appropriate test equipment. Prepare documents, redline drawings, and as-builds
- Troubleshooting and repairing copper and fiber optic cabling. Recommends and or institutes upgrades and repairs to the structured cabling system
- Have the ability to plan structured cabling installations by studying scope, drawings and technical specifications. Gathering equipment, supplies, materials, and tools assessing installation at site
- Have the ability to mentor, guide other technicians and installers to completion of job
- Communicate professionally, oral & written with customers
- BICSI certification is preferred
- Basic knowledge of Microsoft excel, word and project is preferred
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Customer Support Technician Resume Examples & Samples
- Implement all interfaces based on established timelines
- Review test data and provide appropriate feedback to client/TPA to ensure quality data is implemented
- Prepare documentation which confirmations method of data exchange between Cigna and client/TPA
- Develop and maintain support documentation
- Bachelor's Degree strongly preferred or other relevant 3 years work experience is required
- Strong product knowledge preferred
- Strong planning and project management skills preferred
- Demonstrated proficient/advanced skill in Microsoft Excel (vlook up, pivot table, and macro) and Access required
- Preferred proficient skill in mainframe TSO and JCL scripting
- Excellent organization skills to be able to multi-task and meet increasingly tight deadlines required
- Excellent written and verbal communication skills required
- Strong analytical and problem-solving skills required
- Demonstrated ability to drive results required
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Customer Support Technician Resume Examples & Samples
- Manage incoming service and support calls
- Manage time to complete tasks in a timely manner
- Generate sales leads for upgrade and or parts
- Resolve customer complaints / machines problems via phone, email or text
- Able to greet customers warmly to ascertain problem or reason for calling
- Identify machine components / parts for the sales of spare parts or warranty replacement
- Able to work with customer service lead / manager to ensure proper customer service and support is being delivered
- Direct customer requests and unresolved issues to the designated resource
- Communicate and coordinate with other internal departments
- Other Duties, responsibilities and activities as assigned
- Minimum of high school diploma or equivalent
- Minimum of 1 year of customer support / service experience
- Minimum of 1 year with schematics knowledge, electrical and computer related troubleshooting
- Mechanical aptitude
- Basic pneumatics knowledge
- Knowledge of electrical/electronic components and equipment, including the use of special instruments for diagnostic purposes
- Experience using Microsoft Office 365
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Customer Support Technician Resume Examples & Samples
- Participates in ongoing training. Learns software packages and hardware systems supported by self study, attendance of classes or courses, or through in-house training. Maintains high level of competency in NSN supported TORO proprietary software
- Position subject to Tier 1 rotation for Hardware production and On-Call
- Responsible for all other duties as assigned
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Customer Support Technician Resume Examples & Samples
- Respond to trouble calls and emails
- Work with users to troubleshoot system issues
- Elevate issues when unable to resolve
- Perform minor maintenance on Computers and peripheral equipment
- Strong MS Office and MS Windows knowledge
- Experience supporting military IT systems
- 03-04 years w/High School Diploma
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Customer Support Technician Resume Examples & Samples
- Respond to customer inquiries in a contact center environment
- Provide technical support and educate the customer on the use of the blood glucose meter, test strips, and lancing devices
- Proven ability to multitask while maintaining a high attention to detail
- Superior verbal, written, and listening skills required
- Ability to professionally receive regular feedback/coaching and apply it to continually improve future customer interactions
- Customer Service and Contact Center or Call Center, required
- Ability to use a computerized system, responds to customers inquiries in a call center environment
- Using a computerized system, responds to customer inquiries in a call center environment
- Customer Service skills required
- Strong positive communication, patience and self-control, calming, presence, active listening, positive attitude, empathy, accountability
- Strict adherence to perfect attendance policy during 90-day training period
- Demonstrate mastery of product knowledge through initial and ongoing training
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Senior Customer Support Technician Resume Examples & Samples
- Triage, research and resolve Pharmacy application issues escalated from both internal and customer Level 1 Help Desks
- Indentify defects in the Pharmacy System based on issue investigation and functional specs review
- In depth, cross functional application troubleshooting using database access tools, general research tools, functional requirements and defect tracking systems
- Maintain updates with customers on all open issues per department standards
- Adavanced PC, Windows, Network and Hardware troubleshooting
- Communicate effectively with Internal and External customers
- MS Office (Excel, Word, Outlook)
- Background in object oriented databases
- Experience with Windows 7/XP
- Application troubleshooting background
- Strong schedule adherence
- Multitasking abilities
- High levels of engagement
- Minimum 1 year experience in a call center environment preferred
- Pharmacy Tech exp preferred
- Bilingual differential for fluent Spanish speaking individuals
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Customer Support Technician Resume Examples & Samples
- Under minimal or no supervision provides hardware and applications front-line support to AHLTA/CHCS end users, Interacts with network services, software systems engineering and/or applications development to restore service and/or identify core problems, performs system administrative tasks in support of CHCS/AHLTA. May act as the primary Site point of contact for AHLTA/CHCS support. Simulates or recreates user problems to resolve operating difficulties. Responsible for maintaining acceptable levels of customer satisfaction according to defined policies Works with engineers to resolve Tier 2 and Tier 3 support issues. Participates in new application rollouts, testing and special projects as needed
- Provides technical support by performing installation, repair, and preventative maintenance of personal computer and related software/hardware supporting MHS Systems. Activities include recognition, research, isolation, resolution, and follow-up steps. Screens, refers, and diagnoses internal inquiries and work requests as they relate to maintenance of end-user devices (EUDs), software, hardware, and firmware utilizing experience and understanding of MHS environment and MHS clinical systems
- Virtual Classroom Training: CHCS Applications, AHLTA System Administration
- Technical IA Training: A+ Certification
- MTF Specific Training
- 04-05 years w/High School Diploma
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Mobility / IT Customer Support Technician Resume Examples & Samples
- Support customers by answering process-related questions, concerns and/or technical issues related to mobile devices, desktop computers, and software
- Provision and deploy mobile devices in accordance with policies and procedures, ensuring devices are properly managed and are functional for use
- Serve as primary point of contact for the mobility loaner program and international service request by coordinating the device deployment/return process
- Provide basic technical assistance to the user community by answering calls, emails, support requests, and walk-ins and documenting the details
- Provide entry level hands on assistance with device operation and rules for use
- Assist with mobile device and computer system password resets
- Assist in the property management process for all mobile devices from acquisition to excess
- Associate’s degree (AA/AS) in electronics, mechanical, industrial, manufacturing, computer engineering or electro-optic technology or equivalent with no experience or a technology related certificate or diploma with related work experience and related course work or equivalent combination of education and experience in a field of engineering that includes electronic, mechanical, construction, or facility training
- Experience in a customer support role, with a focus on listening, team building, knowledge sharing, and effective verbal and written communication skills
- Experience multi-tasking and prioritizing workload in a fast-paced environment with rapidly changing priorities
- Proven ability providing customer service and maintaining professionalism
- Basic experience with personal computers, software, and database systems with the ability to troubleshoot and solve basic technical problems with mobile devices and computers
- Knowledge of electronics terminology, standards, procedures, and techniques
- Ability to achieve and maintain a high level of attention to detail to maintain clear and accurate records
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Customer Support Technician Resume Examples & Samples
- Co-ordinate own travel to meet on-site maintenance, installation, service or repair schedule requirements
- Work, communicate and collaborate effectively with internal Siemens partners
- Perform maintenance protocols and procedures according to scheduled requirements, to maintain uptime of customer’s equipment
- Perform semi-complex mechanical and electrical troubleshooting to identify failure modes and root cause analysis
- Responds to semi-complex second level service calls. Participates in the assessment of semi-complex product/equipment performance based on field support data and recommends modifications or improvements
- Maintain own Tools and Test Equipment to ensure reliable and repeatable service delivery
- Contribute ideas and feedback for continuous improvement (for example process, product, tooling or customer experience) to support the ongoing success of the team and Siemens
- Associates or Bachelor’s Degree preferred, or 2 years minimum vocational technical training
- 3+ years field service experience preferred, as well as demonstrated customer relationship skills
- Strong oral and written communication skills required
- Strong mechanical skills needed; background with refrigeration and or superconductive magnets is a plus. Must be proficient in the use of mechanical tools and service test equipment
- Valid Driver License and good driving record is required
- Must be willing to travel both nationally and internationally
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Customer Support Technician Resume Examples & Samples
- Must be fluent in English and one of the following languages
- Italian
- French
- Demonstrate excellent verbal and written communication skills as well as strong telephone and customer service skills
- Should possess strong analytical skills, and effective interpersonal relationship skills
- Must have a basic to intermediate knowledge of one or more of the following operating systems
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Associate Customer Support Technician Resume Examples & Samples
- Provides knowledgeable technical and functional assistance to external customers in a prompt and courteous manner
- Demonstrates initiative to constantly increase knowledge and skills in products they are assigned
- Constantly and proactively improves customer service skills
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Associate Customer Support Technician, IT Resume Examples & Samples
- Attends training classes, initiates self-training, participates in CBTs and demonstrates application of knowledge and skills gained
- Proactively pursues projects within the Support team to enhance our business and customer service levels
- Work after hours as needed
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Customer Support Technician, IT Resume Examples & Samples
- Develops interpersonal service skills and drives efficiency and results to achieve high customer satisfaction
- Demonstrates thorough understanding of our systems, clinical and imaging products, and their interaction with operating systems and environments
- Assists in technical training of co-workers as necessary
- Contributes, as directed, to our knowledge database for assigned products
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Customer Support Technician Resume Examples & Samples
- Create, research and update service requests
- Route service requests to appropriate product support teams
- Inspect and influence global process alignment for incident management
- Implement escalation procedures as required
- Execute Business Continuity procedures if needed, according to established protocols. Business Continuity to be defined as Disaster Recovery operations due to a variety of reasons, i.e. problems with the network, operating system, telephony, etc
- Performs contract entitlement checking and works with customer to establish PO documentation for services if the customer is not entitled for service. Performs Tiered Services enforcement based upon customer's contract level and routes these customers to appropriate service teams
- Customer Service skill
- English Language plus additional French
- 1-2 years relevant experience, or equivalent
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MDP Customer Support Technician Resume Examples & Samples
- Performs standard Tier I procedures including wafer measurement
- Learns and applies diagnostic techniques and use of documentation and test equipment with assistance from senior engineers
- Strives to perform BKM’s. Uses knowledge management systems. Follows all IP guidelines
- Has developed analytical skills and application of scientific methods to perform a variety of activities
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Tier, Customer Support Technician Resume Examples & Samples
- Supporting customers in the areas of system/user access, access/procedural questions, functional application support, connectivity/performance issues, account verifications, training information and support escalation/referral
- Analyzing inquiries through use of personal knowledge of the functional subject matter
- Monitoring customer inquiries for a specific functional area, tracking progress and resolution of escalated inquiries
- Support the documentation of standard operating procedures
- Responsible for communicating clearly with customers
- Monitoring on call phone after business hours
- At least two (2) years of experience in customer service is required
- Security+ certification is desired. Ability to obtain Security+ certification is required
- US Citizen with the ability to obtain Secret Clearance is required
- Outstanding customer (internal and external) service
- Self-directed, adaptable and positive
- Work effectively in a team environment
- Proven ability to learn software programs
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Customer Support Technician Resume Examples & Samples
- Accept inbound calls and handle customer requests
- General Pharmacy system troubleshooting
- Assistance with adjudication issues
- Intermediate PC, Windows, Network and Hardware troubleshooting
- Enter all calls in the Call Tracking System with accuracy and well documented call notes
- General networking knowledge (routers, switches, VPN, connectivity)
- Team work
- Positive attitude
