Support Center Representative Resume Samples

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M Jacobs

Mason

Jacobs

201 Krystel Land

Chicago

+1 (555) 350 6692

201 Krystel Land

Chicago

Phone

p +1 (555) 350 6692

Experience Experience

New York, NY

Support Center Representative

New York, NY

Glover-Langworth

New York, NY

Support Center Representative

Presenting district summaries to District Team Managers and Area Field Managers with recommendations based on completed investigations
Take call offs, document situation, notify local management, and assist in filling post
Perform introduction and deployment of new applications in the Production Test and Production Environments as agreed
Raise requests that are outside of the Application Operation scope to the Application Operation Delivery Manager for resolution
Establishing relationships with multiple stakeholders, both internal and external
Assist with “Customer Connect Initiative”
Perform Level 2 support based on generic and basic troubleshooting instructions for in-scope applications

Houston, TX

Field Support Center Representative

Houston, TX

Sanford Inc

Houston, TX

Field Support Center Representative

Dispatches service technicians, installers, and other technical persons to remedy service problems using Work Force Management tools, phones and other technologies
Monitors field technician’s locations and routes throughout the day. Clears/closes technician and installer jobs and adds equipment or services to customer accounts as necessary
Maintains database and system accuracy by ensuring that customer account records reflect the work completed in the field each day
Contacts customers to verify schedule date and time as necessary
Reschedules missed appointments as quickly as possible at a time convenient for the customer
Handles routine dispatch calls and carries out fundamental customer service tasks
Basic working knowledge of networking, routers and hubs along with wireless network configuration and phone provisioning

present

Dallas, TX

Technical Support Center Representative

Dallas, TX

Kautzer, Weissnat and Reynolds

present

Dallas, TX

Technical Support Center Representative

present

Using a knowledge management system respond to requests for assistance for end users
Create/Modify/Delete user accounts
Log all service desk contacts (calls, chats, web requests) within the incident management tool
Document all troubleshooting steps and resolution activities within the incident management tool
Ticket Follow-Up: Daily monitoring and action of individual queues
Proper assignment of tickets (ticket coding and ‘assign to’ groups)
Compliance for CGI IS/IT Policy and well as CGI Code of Ethics

Education Education

Bachelor’s Degree in Customer Service

University of Kentucky

Bachelor’s Degree in Customer Service

Skills Skills

Should have very strong experience and working knowledge of different Custom Application products
Investment in key partnership with universities, government and private sector groups which has resulted in IBM having a key influencing role in Nova Scotia’s ICT industry, especially in talent development
We are very focused on continuous skill development – staff training is our third largest annual Centre investment. Employees are immersed in a culture of learning and constant growth
The CIC NS is one of IBM’s highest performing delivery centres worldwide – for retention, client satisfaction and utilization. Our employees are empowered to stay and grow within IBM
In-depth knowledge of products, services, rates, terms, fees, applicable regulations and systems and procedures
Strong telephone and interpersonal skills
At least 1 year experience Visual Studio, Visual Basic, Visual C, C#, OOP
Analytical thinking (to be able to identify root cause of a problem - logs and code analysis/debugging)
Ability to handle difficult customer calls
Should have strong communication and interpersonal skill

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8 Support Center Representative resume templates

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Support Center Representative Resume Examples & Samples

Bachelor's Degree
At least 1 year experience in call center related, BPO experience
English: Basic knowledge

Support Center Representative With English Resume Examples & Samples

Initial point of contact handling inbound calls from a wide variety of sources such as the customer directly, IBM customer engineers and company specific helpdesks
Dealing with several different internal departments/persons on a daily basis such as IBM Account Managers and Customer Relations in order to achieve a swift and satisfactory resolution to customer issues
Confirmation of Warranty and Maintenance Claims using various databases and tools
Working within a fast paced environment while achieving high levels of accuracy with the information provided by the customer themselves
Handling inbound calls
Constant monitoring and management of electronic queues to achieve speedy responses/resolutions within given customer SLAs
Communicating with customers and internal representatives as required

Support Center Representative Resume Examples & Samples

At least 1 year experience Visual Studio, Visual Basic, Visual C, C#, OOP
At least 1 year experience in Linux, Unix, SQL, scripting (ksh, bash, etc.)
At least 1 year experience with technical support (technical or business processes) or programming
Analytical thinking (to be able to identify root cause of a problem - logs and code analysis/debugging)
Delphi

Technician Support Center Representative Resume Examples & Samples

Takes inbound calls from technicians who are in the customer's home attempting to fulfill an order when a modification has been either requested by the customer or determined necessary by the technician. Speaks with the customer to ensure they understand any billing and/or equipment charges as well as any agreement changes that result from the work order modification. Modifies the work order to align it with the changes being performed by the technician as agreed to by the customer
Ask technician and customer questions regarding order modification and actively listen for responses for the purpose of validating data and ensuring customer needs are met. Simultaneously navigate and update various on-line tools to assist in problem-solving and updating customer's account
Assist customers with equipment needs such as upgrading equipment as customers upgrade services. Ensure programming selected supports equipment selected and balances the needs of the customers with the right business decisions
Prevent unnecessary cancellations by resolving customer issues and working toward same-day resolution, following company policies and considering business needs while also promoting the best possible customer experience
Professionally handle incoming customer escalations and ensure that issues are resolved both promptly and accurately. Follow up with DIRECTV Home Services technicians and/or local offices as needed to resolve customer issues
Input data and write comments into various computer systems in order to track information on customer calls
Provide basic technical and billing support to customers
Resolve customer issues with-in established guidelines and policies and with intent of a "First Call Resolution."
Determine when a call or certain decisions need to be escalated for further review or approval
Work in a team environment by supporting and assisting other team members as required
Perform required job functions while maintaining individual performance standards (as described in Path to Success) and site specific performance standards such as meeting or exceeding site service level goals
Stay up-to-date on all communications, processes, procedures and general Dispatch center information in order to better assist the customer and to ensure Dispatcher is in compliance with latest processes
Attend training as required whether classroom or on-the-job training
Proactively provide recommendations to workflow, processes, procedures and other aspects of the job which could benefit the customer, the site and or individual performance
Daily duties will flex based on business needs. TSCR2 may work in multiple call types. May perform other related duties and responsibilities as assigned and/or required

Support Center Representative Resume Examples & Samples

Administration, maintenance, troubleshooting and incident resolution, if required in cooperation with the Client or 3rd party suppliers
Perform Level 2 support based on generic and basic troubleshooting instructions for in-scope applications
Redirect application incidents that requiring further Level 2 and Level 3 support to client or other applicable 3rd party provider
Monitor integrations between applications and redirect failed transfer to the client or other applicable 3rd party provider for resolution
Maintain and update Level 2 support instructions for the applications
Maintain and update descriptions for security and backup/restore procedures for the applications
Follow internal procedures and processes
Raise requests that are outside of the Application Operation scope to the Application Operation Delivery Manager for resolution
Advise client regarding software set up and configurations
Plan, coordinate, and assist the technical implementation of new applications in the Production Test and Production Environments
When required, install new applications in Citrix
Perform Early Life support for new applications as agreed
Perform operational introduction based on agreed pre-requisites and requirements for the new Applications
Perform introduction and deployment of new applications in the Production Test and Production Environments as agreed
At least 2 years experience in technical support (technical or business processes)
At least 2 years experience in Windows Server 2008 R2 / 2012, MS SQL Server, Microsoft IIS
At least 1 year experience in Microsoft BizTalk 2009 / 2010 (basic administration skills - ability to learn)

Technician Support Center Representative Resume Examples & Samples

Commitment to paid training period - 3 weeks, Monday - Friday, 8 am to 4:30 pm
Hours of operation: Sun. – Sat. 5am to 9pm, including holidays. Availability to work all shifts, including nights and weekends
Overtime may also be required based on the needs of the business
At least 2 years of customer service and/or sales experience, 1+ year of Dispatch experience preferred
Results oriented individual that can meet or exceed performance standards
Confident decision-maker, task prioritization and efficient time management practices
Ability to build rapport, show empathy and engage with customers
Persuasive and friendly customer communication with the goal of maintaining upgrades and confidently resolving customer issues

Support Center Representative Resume Examples & Samples

Proven experience with application support in Linux/Unix/Windows environment
Scripting: vbscript, cscript
Application/web server: Glassfish, Apache, IIS
Rational database skills (Oracle 12)
Strong troubleshooting and problem solving skills
Working experience in a dynamic environment with access to broad range of Systems: Windows, Unix or Linux
Language required
English intermediate
German intermediate
Linux environment
Oracle

Support Center Representative With English Resume Examples & Samples

Excellent Customer care/soft skills
Proficiency in the English language: verbal, written and comprehension
Proficient typing skills - usually minimum typing skills is 35 words/minute

Support Center Representative Resume Examples & Samples

Basic experience in technical support (technical or business processes)
Basic experience in Windows Server 2008 R2 / 2012, MS SQL Server, Microsoft IIS
Basic experience in Microsoft BizTalk 2009 / 2010 (basic administration skills - ability to learn)

Support Center Representative Resume Examples & Samples

Perform 3rd level support for Delphi Applications from Financial Services
Problem solving, code analysis (debugging) and identification of the root-causes
Work closely with 2nd level support and with maintenance team,
Follow the ITIL processes for Support Services Continuously discover, evaluate, and implement new technologies to maximize development efficiency
Share your knowledge actively with your colleagues
At least 1 year experience in working with at least one of the following Systems: Unix, Solaris or Linux
At least 1 year experience in database (Oracle)
Programming skills (Visual Basic, Visual C, C##, or any other Object Oriented Programming languages)
Delphi programming skills it is a high plus
Linux, Unix, SQL, scripting (ksh, bash,..etc)
Experience with technical support (technical or business processes) or programming (development)
Technical background (studies in Computer Science, programming )
Customer facing (to be able to communicate in such a manner that is understandable to the end customer )

Support Center Representative Resume Examples & Samples

Diagnose causes for interruptions in processing
Operate the computer and take corrective action as defined in operating instructions
Notify Shift Supervisor of equipment or program malfunctions
Perform housekeeping of Computer Room and equipment
Filing of all problem reporting forms, daily job-run-sheet and report checklist
Attend to Users/Branches requests and problems
Others, as and when any related jobs assign
Tag to DC Manager yearly Goals and Objectives which changes yearly
To operate and control the computer equipment by means of a peripheral console device
To prepare the computer system for processing under the direction of the Shift Supervisor and operate the equipment for the completion of a scheduled program run
Basic computer knowledge
Freshgraduated / At least 1 - 2 years experience in Data Center

Sales Support Center Representative Resume Examples & Samples

Handles internal and external customer inquiries, claims and complaints; interprets policies and regulations, investigates problems; and communicate with other departments and providers to research and resolve issues, identify and implement service solutions
Practices first call resolution with internal and external customers; improves customer satisfaction by identifying patterns of problems and barriers to solutions. Provides insight to resolve problems
Supports the organization's quality program(s)
Minimum of three (3) years customer service and/or sales experience
Experienced with cross-functional project participation
Possesses exceptional customer service competencies
Ability to work in a high volume rapidly changing environment
Strong Active Listening skills
PC literate, including Microsoft Office products and 3M Customer Service systems
Prefers to stay busy with a full workload and enjoys meeting challenges
Ability to handle work-related stress; handle multiple priorities simultaneously; and meet deadlin

Support Center Representative Resume Examples & Samples

Identify unscheduled shifts prior to shift start time and insure that post is filled
Take call offs, document situation, notify local management, and assist in filling post
Respond to emergency situations by contacting appropriate personnel and documenting with incident reports
Respond to alarm calls by dispatching appropriate personnel and documenting calls so that it will be billed properly
Train/retrain officers on call in procedure
Handles local office calls during normal office hours and transfers calls to appropriate personnel
Keeps supervisor informed of significant issues
The ability to navigate a web-based system and type while assisting callers is required
Able to work in a fast paced environment
Ability to multi-task with accuracy

Application Support Center Representative Resume Examples & Samples

Provide support of various software applications, operations, and processes to a diverse client base and internal employees
Use internal Help Desk trouble ticketing application to log, track, and escalate user issues, including
Associate degree or higher in Healthcare, Business Management, Information Technology, or equivalent experience
Professional with excellent communication, analysis, and time management skills
Detail-oriented with strong organizational and multi-tasking skills
Experience in customer service and/or software support
Understanding of software applications and application-related database structure, file systems, and administrative concepts
Proficient in Microsoft Office
Experience in supporting Internet and PC applications preferred
Knowledge of medical billing and experience with medical billing software preferred

Patient Support Center Representative Resume Examples & Samples

Logically assist MAPD patients as needed
Schedule appointments for all incoming calls based on provider calendars
Make patients aware of any prior balances
Reschedule missed appointments
Coordinate with clinical staff for triaging purposes
Coordinate with the Case Management Department on all Medicare Advantage patient hospital follow-up
Assist check-out with available follow-up appointments
Work daily task bucket for all assigned categories, following provider directions
When scheduling new patient appointments, verify insurance and complete all required fields in the quick view of the EMR
Keeps supervisor/lead informed of problems or opportunities within the department
May send all deceased patient notifications to Telecommunications Supervisor
May work and manage delegated risk list for offices
Two years customer service experience, medical office preferred
Must have good organizational skills, effective communication skills, and possess the ability to work independently and part of a team
Ability to logically think and determine the next step to pursue when dealing with customer phone calls and needs
Possess professional characteristics of organization, computer literacy, and the ability to multi-task and problem solve
Must also be able to work at an efficient pace to meet the demands of the business

Patient Support Center Representative Resume Examples & Samples

Provides services to internal and external customers involving the exchange of complex and sensitive information while acting as patient advocate
Assists other Patient Support Center Representatives and Supervisors with daily paperwork load as needed to resolve and/or document patient issues
Exchanges complex and sensitive information with internal and external customers while acting as a patient advocate
Recognizes financial, medical and legal risks based on data collected during customer interactions and follows appropriate procedures
Answers customer calls to address inquiries and concerns within set productivity guidelines. Accesses Language Line for non-English patients as needed
Resolves a wide variety of customer service issues
Utilizes HCP systems to resolve customer needs such as appointments, authorizations, claims, invoices, eligibility, benefits, appeals, TARs
Utilizes customer service module
Utilizes resource center and relevant websites
Translates oral information into concise and accurate written documentation per guidelines
Assists new or potential members in the choice of PCP and supplies general information about medical group
Pages clinicians and assists Telehealth Nurses as necessary (e.g., arranging DME, transportation and HH)
Data enters PCP changes into the system and processes paperwork as necessary
Completes end-of-shift report and communicates information to the next shift operations
Accesses language line for non-English patients as needed
Understands the roles and responsibilities of HCP internal departments
Manages own work queues within set productivity guidelines
Demonstrates customer service-oriented behavior at all times
Must pass Patient Support Center screening test
Proficient in Microsoft applications (Word, Excel)
Ability to type 35-40 wpm
Excellent verbal and written English communication skills
Excellent telephone skills and telephone etiquette
Ability to handle difficult customer situations in a positive manner

Support Center Representative Resume Examples & Samples

The CIC NS is one of IBM’s highest performing delivery centres worldwide – for retention, client satisfaction and utilization. Our employees are empowered to stay and grow within IBM
More than 100 of our employees received promotion in 2015 alone. Structured career development programs are helping us grow our future leaders from within
We are very focused on continuous skill development – staff training is our third largest annual Centre investment. Employees are immersed in a culture of learning and constant growth
Investment in key partnership with universities, government and private sector groups which has resulted in IBM having a key influencing role in Nova Scotia’s ICT industry, especially in talent development
Minimum of 4-7 years of experience in HCCS using Genesys application
Excellent people management skills
Excellent organizational skills to track, monitor, and report testing progress
Detail oriented multi-tasker with ability to prioritize and manage conflicting demands to targeted deadlines
Must have Canada Secret Security Clearance

Support Center Representative Resume Examples & Samples

Should have very strong experience and working knowledge of different Custom Application products
Should have very strong experience of one or more applications for maintenance and support
Should have strong communication and interpersonal skill
Experience of Custom Application products

Support Center Representative nd & rd Shift Positions Available Resume Examples & Samples

Identify scheduled shifts where officer has failed to log in/out and take appropriate action to get post covered or office signed out
Based on above, adjust schedules to reflect what happened in real time
Create attendance exception record based on changes to schedules where appropriate
Receive after hours call forwarding from all AlliedBarton offices and take appropriate action
Monitor safety check calls and respond appropriately
Give feedback to account managers, by way of notes in schedules or e-mails, on anything that needs to be corrected, at their accounts, with their employees, or with their site schedules
Assist with “Temporary Sales Initiative” by taking after hours temporary sales calls, gathering required information, and immediately contacting temporary sales representative
Assist with “Customer Connect Initiative”
Education required: HS Diploma
Outstanding customer service skills with a pleasant, professional phone manner

Technical Support Center Representative Resume Examples & Samples

Using a knowledge management system respond to requests for assistance for end users
Research reported incidents using available information resources
Appropriate use of available tools (remote takeover, knowledge base, ticketing tool, communication tools)
Diagnose troubleshoot & resolve technical issues
Incidents reported are related to
PC Hardware
Printer
Software
Application (SAP, Office, etc.)
Email
Internet / Intranet
LAN/WAN
Phone
Create/Modify/Delete user accounts
Log all service desk contacts (calls, chats, web requests) within the incident management tool
Document all troubleshooting steps and resolution activities within the incident management tool
Follow standard help desk procedures
Assign non-resolved incidents or service requests to the appropriate support team
Proper assignment of tickets (ticket coding and ‘assign to’ groups)
Ticket Follow-Up: Daily monitoring and action of individual queues
Identify and escalate incidents requiring urgent attention and action
Adherence to schedule / compliance for attendance
Compliance for CGI IS/IT Policy and well as CGI Code of Ethics
Certificate or graduation from a technology based institution focusing on computer systems, electronics and/or IP technologies preferred
Must be able to successfully complete a government background investigation within a set time determined by the Government
Help Desk/IT Services

Patient Support Center Representative, Lead Resume Examples & Samples

Performs all duties of a Patient Support Representative
Takes escalated, high priority calls and difficult cases
Monitors ACD queue relative to productivity and call volume
Supervises department workflow in the absence of management
Mentors Representatives according to production and quality standards
Participates in committees and projects as assigned
Proficient in Microsoft applications (Word and Excel / Access and PowerPoint preferred)
Working knowledge of general office duties
Ability to work in rotating shifts
Customer service-oriented
Ability to transfer knowledge and mentor staff with diverse learning styles
Ability to demonstrate active listening skills
Ability to maintain composure in a challenging situation
Organized, detail-oriented and task-oriented
Ability to multi-task and be flexible
Ability to work in fast-paced, team-oriented environment
Self-motivated and team player
Bilingual preferred (English/Spanish, English/Chinese, English/Korean, etc.)

Field Support Center Representative Resume Examples & Samples

Dispatches service technicians, installers, and other technical persons to remedy service problems using Work Force Management tools, phones and other technologies
Operates CRT/computer to review customer account information and inputs appropriate data regarding reschedule dates, service changes and trouble call information
Monitors field technician’s locations and routes throughout the day. Clears/closes technician and installer jobs and adds equipment or services to customer accounts as necessary
Maintains database and system accuracy by ensuring that customer account records reflect the work completed in the field each day
Provide technical support for field staff on a wide range of Cable/HSD/Phone provisioning and support situations
Contacts customers to verify schedule date and time as necessary
Reschedules missed appointments as quickly as possible at a time convenient for the customer
Compiles, maintains and prepares various required operational reports, logs and files
Demonstrates ability to learn and execute company service policies, procedures and properly utilize and manage dispatch tools to complete each job
Handles routine dispatch calls and carries out fundamental customer service tasks
Ability to perform routine dispatching functions, such as answering telephone
Mature judgment and the ability to relate well with other people
Must have excellent verbal and written communication skills including good grammar and a well-modulated speaking voice
Able to provide clear and easily understood instructions (in English) over the phone and/or in writing
Strong customer service skills coupled with a working knowledge of Operating systems, computer hardware and modem configuration and installation
Basic working knowledge of networking, routers and hubs along with wireless network configuration and phone provisioning
Able to operate computer systems / CRT as needed
Ability to type and operate standard office machines and computers
Must be punctual and able to maintain good attendance
Knowledge of Microsoft Windows and Microsoft Office (Works/Word, Outlook, Excel)
Ability to work well in a high stress and volume environment
Able to work in an office environment
Able to sit for long periods of time at a computer terminal
1-2 years prior work experience in customer facing role or in technical role preferred; not required
Customer Service or Field Technician experience is a plus; but not required
Associates or College Degree; Trade School or equivalent preferred

Support Center Representative Resume Examples & Samples

Supporting district operations and all district staff
Presenting district summaries to District Team Managers and Area Field Managers with recommendations based on completed investigations
Ensuring operational excellence in all areas by partnering with field management
Providing coaching and training to part-time Reps for compliance in IVR, Call Reports, Training, etc
Ensuring any client and/or customer concerns are solved effectively and promptly
Forecasting scheduling needs and ensuring sufficient scheduling to meet client demand
Coaching Reps to execute their job responsibilities
Serves as point of contact for Account Sales Representatives in regards to scheduling and other operational elements

Support Center Representative Resume Examples & Samples

Four or more years of experience in a customer service position
In-depth knowledge of products, services, rates, terms, fees, applicable regulations and systems and procedures
Ability to handle difficult customer calls
Effective selling and referral skills
Ability to identify and resolve/escalate problems
Good time management skills to maximize the number of clients that can be assisted while maintaining a high level of customer service

Vmware Partner Support Center Representative Gs-cs Resume Examples & Samples

Ability to stay calm, cool, and collected when dealing with difficult situations
Self-motivated in a cross-functional, fast-paced and dynamic environment
Proficient with MS Office Suite
Fluent in English, other languages an advantage

pr Temporary Support Center Representative Resume Examples & Samples

Professionally and accurately responds to written (case management system) and oral (phone calls) inquiries from employees, retirees, and family members regarding benefits and Annual Enrollment, concerns, and status updates/changes
Accurately documents detailed information regarding interactions when required within the case management system
Quickly and accurately resolves cases in professional, sensitive, customer-focused manner in accordance with company policies and procedures. Meets or exceeds key performance indicators of the role
Escalates complex cases, in accordance with and as defined by HR/PR Support Center practice, with appropriate and complete documentation on work performed to date
Interfaces with internal and external resources to furnish or obtain information with the goal of first call resolution
Coaches’ employees, retirees, and families on how to use the Human Resources and Payroll self-service technology and makes referrals to outside vendors or other resources as appropriate
Submits fulfillment requests as and when required
Discerns opportunities to improve knowledge base and overall processes
Must be flexible within hours of operation (8am – 8pm) and willing to work overtime
Maintains high degree of confidentiality
Pay rate of $17.76 per hour
High School diploma required. Bachelor’s degree in business, human resources, or professional certification such as CPP, CEBS, PHR is preferred
1 – 2 years of customer service work experience, preferably in a human resources support center environment
Basic knowledge and understanding of Human Resources Practices and Services
Excellent oral and written communication skills and the ability to convey answer, issues and status changes in a clear, concise and effective manner
Excellent interpersonal skills and the ability to work effectively across all levels of the business
Ability to exercise professional judgment and assume responsibility for decisions which have impact on people and quality of services
Deals with interpersonal conflict and set-back in a mature, problem-solving, solutions-oriented manner

Vmware Partner Support Center Representative Resume Examples & Samples

Experience in customer service or any customer facing environment and advantage
Exceptional organizational and problem-solving skills; keen attention to detail
Ability to identify root cause of an issue/inquiry and offer solutions
Fluent in both English and Chinese

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