Technical Support Representative Resume Samples

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A Toy

Arnoldo

Toy

659 Kassulke Plains

Philadelphia

+1 (555) 610 8471

659 Kassulke Plains

Philadelphia

Phone

p +1 (555) 610 8471

Experience Experience

Philadelphia, PA

Technical Support Representative

Philadelphia, PA

Lind and Sons

Philadelphia, PA

Technical Support Representative

Create and update operations manuals containing all the details of work to be performed for each client
Troubleshoot student workstation problems and technical issues for full spectrum of users providing effective and efficient assistance
Develops and leads improvements and/or solutions to work processes and tools
Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks
Work closely with the development team on troubleshooting any issues, providing detailed input to diagnose and resolve client issues
Engage in software development discussions to create/improve our systems
Perform analysis to help merchants improve their approval ratios and help them make more money by way of our software

Boston, MA

Field Technical Support Representative

Boston, MA

Nicolas, Williamson and Trantow

Boston, MA

Field Technical Support Representative

Prepare weekly reports for management regarding visits to customer sites, work performed
Analyze customer workflows and advise them on improvements that can be made to increase efficiency
Develop basic knowledge of change management process and tools
Provide direct post-sales systems technical support to end users and HP Authorized Service Providers
Provide hardware support and services on Enterprise Environment (servers and storage)
Perform on-site installations, break fix repairs, customer training, and configuration of HP Scitex printing equipment
Use proactive monitoring procedures/tools to identify problem prevention opportunities

present

San Francisco, CA

Client Technical Support Representative

San Francisco, CA

Tremblay Group

present

San Francisco, CA

Client Technical Support Representative

present

Provides contact through telephone support and simulates or recreates problems to provide resolution to client for operating difficulties
Participate in and support company-wide initiatives such as continuous process improvement in order to improve service, reduce costs, and improve quality
Provides contract through telephone support and simulates or recreate problems to provide resolution to client for operating difficulties
Works with development staff to determine problem solutions
Communicates effectively and professionally with co-workers, management and other departments
Works with development personnel to determine problem solutions
Communicates client suggestions for enhancements to Account Manager or Service Manager

Education Education

Bachelor’s Degree in Engineering

Portland State University

Bachelor’s Degree in Engineering

Skills Skills

Google product knowledge & experience
Experience independently responding to and resolving support calls quickly
Ability to quickly grasp, understand and use new technologies
Ability to maintain composure while working under pressure during major network and systems emergencies
Create and update product-/process documents and knowledge-base
Able to multi-task to effectively switch between project management and daily systems support requests
Ability to manage own work independently and interact with effectively with remote location management
Creative problem solving skills and good customer follow up skills
Strong interpersonal skills and the ability to work in a team environment
Some knowledge about software development methodologies

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15 Technical Support Representative resume templates

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Inbound Sales & Technical Support Representative Resume Examples & Samples

Assist home buyers and sellers in developing and executing plans for their real estate needs
Act as the liaison between ForSaleByOwner.com clients and our MLS selling tools
Work with clients to educate them on best practices to sell their home
Maintain frequent contact with clients to ensure customer satisfaction
Support the website users technically
Work with leadership team to resolve client issues
Use consultative sales methods to sell ForSaleByOwner.com services and solutions as they evolve
Manage the client database
Follow coaching guidelines and defined sales process to meet established goals
Complete assigned work autonomously, with guidance from your leaders, as appropriate
Take ownership and accountability for sales numbers and customers
Call center experience strongly preferred (1-2 years)
Real Estate experience is a plus (1-2 years)
4 year college degree or sales work experience
Must be positive, people oriented and energetic
Ability to articulate and professionally communicate in person and over the phone
Strong initiative/self-motivated overachiever with a strong desire to exceed goals
PC literacy is necessary including MS Office and Outlook, and in addition ability to learn our in house CRM
Good analytical and problem solving skills to evaluate business and market problems and apply technology and domain knowledge to identify appropriate solutions
Very organized and detail oriented
Please apply with resume and salary requirements

Technical Support Representative Resume Examples & Samples

Solve customer's problems/issues and being a Subject Matter Expert on tools configuration, integration and usage (over 20 different development tools)
Work for our Customers around the globe
Escalate unsolved problems to 2nd/3rd /4th level
Identify opportunities for service improvements and implement them with the help of the management
Create and update product-/process documents and knowledge-base
Participate in Incident Management calls and their follow-up meetings
Develop customer specific reports
Develop customer specific reports Requirements
At least 1 year of experience in IT
Some experience and/or interest in software development environment (as a support, administrator, configuration specialist or similar)
Some knowledge about software development methodologies
Familiarity with software development tools
Understanding of common issues/alerts and their troubleshooting in a distributed and global environment
Good English language skills is a must,
Highly service oriented
Very good analytical skills
Scripting skills

Technical Support Representative Resume Examples & Samples

Effectively manage the support process by communicating with customers to gather information quickly, present ideas in a user-friendly language to non-technical users, and document in detail steps taken to resolve the issue
Respond to customer requests for technical resolution, using technical product knowledge, and analytical skills while adhering to sound technical principles, standards and practices
Knowledge sharing and communicate updates amongst the team to ensure all team members have the latest information on all ongoing issues
Escalate issues as required, acting as the liaison between the customer and escalation points such as Network Operations, R&D, Engineering, and other internal departments
Excellent verbal and written communication skills in English and fluency in Japanese is a must
Ability to work independently and prioritize multiple tasks quickly and efficiently is a must
Ability to manage time in a high activity, high transaction, ever changing environment is a must
Prior experience in a high-volume, fast paced technical support environment preferred
Technical expertise in various Microsoft Windows operating systems and Microsoft Office applications in preferred
Experience in troubleshooting desktop PCs, laptops, Mac, and mobile device platform is preferred

Technical Support Representative Resume Examples & Samples

Accomplishes staff results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining employees; initiating, coordinating, and enforcing systems, policies, and procedures
Maintains staff by recruiting, selecting, orienting, and training employees; maintaining a safe and secure work environment; developing personal growth opportunities
Maintains organization's effectiveness and efficiency by defining, delivering, and supporting strategic plans for implementing new technologies
Directs technological research by studying organization goals, strategies, practices, and user projects
Completes projects by coordinating resources and timetables with user departments
Preserves assets by implementing disaster recovery and back-up procedures and information security and control structures
Recommends strategies, policies, and procedures by evaluating organization outcomes; identifying problems; evaluating trends; anticipating requirements
Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks
Manage off-site production
Provide assistance and training to customers for all new technology being introduced
5+ years in a Senior or Team Lead Role, Technical Understanding, Analyzing Information, Sharing information, Problem Solving, Strategic Planning,
Knowledge of PC/MAC hardware

Global Technical Support Representative Resume Examples & Samples

1-5 years' experience in a help-desk environment supporting end-users over the phone
Proven excellence in customer service
Aptitude to multitask with a high volume of projects
Proactive self-starter
Team player with an ability to operate at all levels in a matrixed organization

Global Technical Support Representative Sao Paulo Resume Examples & Samples

Must submit English version of CV/Resume**
Fluent Portuguese, English and Spanish language skills (written, read and verbal) required
1-2 years experience preferred working in a help-desk environment and a general knowledge of IT related subjects is highly desirable
Outstanding communication and interpersonal skills with the ability to maintain a

Technical Support Representative Mandarin And Resume Examples & Samples

Day to day support of all our customers from global financial hubs including Sydney, Tokyo, London, & New York. Support is primarily over the phone, via Instant Bloomberg (IB) chats, and e-mails
Establish and maintain relationships with customers to communicate technical issues & requirements to remedy and/or prevent service outages
Excellent verbal and written communication skills in English and fluency in Cantonese and/or Mandarin is a must
Basic TCP/IP knowledge and network troubleshooting experience is preferred

Technical Support Representative Resume Examples & Samples

One to two years of experience in software content, internet and system administrator activities
Technical, trade or business certificate preferred
Course work in telephony and/or applications programming is highly desirable
Working knowledge and understanding of central server, personal/micro computers, peripheral devices, telephony and transmission
Basic understanding of the data processing environment and the impact to business functions when systems and/or applications are unavailable

Technical Support Representative, Call Center Resume Examples & Samples

Promotes quality customer experience, honest and committed customer care in a call center environment
Engages in real-time troubleshooting with customers to resolve technical issues in a call center environment
Educates residential Cox customers about the installation and use of products in a call center environment
Captures opportunities to offer additional or upgraded services to customers as available, while providing a quality customer experience in a call center environment
Lives the Cox Values, by demonstrating an approach towards people and work that is consistent with the overall values of the company
Work in call center environment answering inbound customer calls concerning inquiries about one or more Cox products
Discover the root cause of customer problems and identify the action required to resolve, whenever possible, using company databases, customer information, and collaboration with other departments
Engage in real-time troubleshooting while the customer is on the phone and schedule a service appointment in the system if the problem cannot be resolved
Provide total customer service by answering basic questions about programming over the phone and partnering customers with Sales for complex questions
Build customer loyalty by placing follow-up calls to customers after receiving acknowledgment of action taken by other Cox departments
Provide customer support by asking questions and listening to customers in order to understand their needs, requests, or problems

Digital Imaging Technical Support Representative Resume Examples & Samples

Responsible for providing dealer and direct technical support
Responsible for delivering product specific technical training
Provides field technical support
Assists on the quality of technical related information created. Assists in the creation and delivery of technical documents, technical seminars, bulletins and knowledgebase articles to the service engineers
Assists in creating newly developed processes, procedures and flows of technical support activities, special projects, and training materials. Some examples include SOP; Standard Operating Procedures, Work Instructions, Technical Bulletins
Communicates all complaint handled processes thru the proper internal channels of Virtual Imaging
Communicates with Engineering, Production and R&D, any critical technical and non technical field related issue
Bachelor's degree or equivalent required
5+ years of proven prior experience
Fluoroscopy knowledge a must
Experience in the Medical Imaging field is highly desired
Education in a technical field is highly desired
Some business education or experience is highly desired
Understanding and knowledge of technical related processes and procedures is desired
Must have a valid Driver's License and proof of insurance to accommodate local travel
Must be able to obtain credit for related travel expenses (lodging, car rental, meals, incidentals, etc.)
Knowledge of safety and regulated procedures and standards

Field Technical Support Representative Resume Examples & Samples

Understands customer goals; identifies consequences of various solutions
Maintains a high level of customer satisfaction by clarifying what the customer needs and ensuring that they are met
Handles customer-relations problems promptly and appropriately, escalates issues according to established procedures
Monitor alerts using HP Tools and take appropriate actions to resolve issue or facilitate repair calls
Administrative work completed daily
Keep up-to-date on all HP printer products
Experience working directly with customers
Position requires up-to-date technical knowledge in hardware technology
Applicant should possess technical aptitude and is able and willing to learn and to retain further technical knowledge and
Demonstrated success to work independently, with success in prioritization, planning and teamwork
Requires a strong aptitude to work independently, parallel processing and very strong effective communication skills
Taking appropriate risk, exercising solid business judgment, and printer industry knowledge is preferred

Field Technical Support Representative Resume Examples & Samples

Interacts with Customer to ensure Customer satisfaction following established procedures
Performs installations, reinstallations, maintenance, and repairs on Customer equipment
Delivers standard services
Uses data from known resources to ensure customer product needs are met
Solves product level problems onsite with individual customers
Overall Customer Satisfaction measured at product repair level
Meets commitments within specified timeframe
Follows established product escalation procedures
Provides technical information to Customer and escalation team for individual product repairs
Repair related growth opportunities explored

Entry Level Field Technical Support Representative Hardware Break Fix Resume Examples & Samples

Deliver a range of technical support services to our clients
Maintain high level Customer satisfaction by clarifying Customer needs and ensuring that they are met
Handle Customer relation problems promptly and appropriately, escalate issues according to established procedures
Respond to service, product, technical, and customer relations questions
Minimum Vocational/Diploma (technical field) equivalent with 1-2 years of working experience in related fields,
Basic understanding of technical IT support knowledge, as well as basic project management skills and communication and analytical problem-solving skills
Ability to build and maintain ongoing relationships with customers, peers and support partners
Ability to perform well in high-pressure situations
Ability to work independently and be self-disciplined
Ability to learn and comply with organization and policies

Print Field Technical Support Representative Resume Examples & Samples

Valid driver's license required along with acceptable driving record
Repair experience on HP 8060/8050 Printers; Edgelines
Working special hours/assignments may be required
Demonstrated success to work independently with success in prioritization, planning and teamwork
Taking appropriate risk, exercising solid business judgment and printer industry knowledge is preferred

Field Technical Support Representative Resume Examples & Samples

Prevent unplanned outages or data loss by proactively escalating issues
Provide software service, post-sales or service delivery support for local accounts on standard systems
Mentor /Coach new hires on work process and procedures
Minimum Vocational/Diploma/Associate Degree (technical field) with 6+ years of working experience in related fields
Bachelor’s Degree with at least 4 years of relevant work experience
Experience with support of full range of HP products in Customer base
Proactive account management experience
Ability and willingness to participate in 24x7 on-call rotation
Demonstrate state-of-the-art technical, functional or business knowledge
Demonstrate strong knowledge of O/S, UNIX, and networking
Maximize systems availability as a technical specialist highly trained in heterogeneous data center environments
Demonstrate excellent communication, and presentation skills, with both verbal and written presentation
Superior Customer relationship building skills that help move from transactional relationship to long-term relationship
Ability to perform while under extremely high pressure situations
Demonstrate skills in management, planning, problem solving, innovation, analysis, communication and negotiation
Secure ITIL knowledge /certification with the ability to communicate business and IT alignment value
Develop basic knowledge of change management process and tools
Valid Driver’s License and Clean Driving Record
Current Security Clearance or the ability to obtain and maintain security clearance required
Technical certifications a plus

Indigo Field Technical Support Representative Resume Examples & Samples

Maintain High Level Customer Satisfaction
Handle Customer Relations
Provide Pre & Post Sales Service Delivery Support
Solve Technical Problems, Hardware, SW, Process
Communicate and inform management

Entry Level Field Technical Support Representative Resume Examples & Samples

Handle Customer relation problems promptly and appropriately, escalate issues according to established procedures
Respond to service, product, technical, and customer relations questions
Minimum Vocational/Diploma (technical field) equivalent with at least one year of working experience in related fields,

Field Technical Support Representative Resume Examples & Samples

Minimum Vocational/Diploma (technical field) equivalent with at least one year of working experience in related fields, or Associates or Bachelor’s Degree (technical field) holder with no or less than 1 year relevant working experience
Basic understanding of technical IT support knowledge, as well as basic project management skills and communication and analytical problem-solving skills
Ability to perform well in high-pressure situations
Ability to work independently and be self-disciplined
Valid Drivers License and Clean Driving Record
Ability to obtain security clearance a plus

Volume Services Business Technical Support Representative Resume Examples & Samples

Moderately complex troubleshooting skills
Basic analytical and communications skills
Proficient in professional oral, written and telephone communication skills
Ability to maintain ongoing relationships with customers, peers and support partners
Ability to effectively interact and communicate with people at operation levels
Perform reporting and administrative functions. Manage time effectively

Field Technical Support Representative Resume Examples & Samples

Provide hardware support and services on Enterprise Environment (servers and storage)
Provide software service, post- sales or service delivery support for local accounts on standard systems
Comprehensive business, technical, or functional knowledge, as well as some project management skills experience, good verbal and written communications and analytical problem-solving skills

Technical Support Representative Resume Examples & Samples

Minimum Diploma/ Associate Degree (technical field) equivalent with 1-2 years of working experience in related fields, or Degree holder with less than 1 year relevant working experience
Relevant product/company knowledge
Basic and complex troubleshooting skills
Fundamental presentation skills
Ability to gather relevant information systematically and to solve problems, anticipate needs, develop and propose solutions and gain agreement
Ability to effectively interact and communicate with people at all levels
Assist the customer with ongoing product training on device features and best practices during routine preventative maintenance or break/fix engagements

Field Technical Support Representative Resume Examples & Samples

Broad knowledge of corporate policies, products, markets and processes, as well as an understanding of business management principles and practices. Thorough knowledge of administrative or technical
Recognized as an expert in one or more industry or advanced specialty areas
Demonstrated strong knowledge of O/S, UNIX, and networking

Technical Support Representative Resume Examples & Samples

General knowledge of PC & Mac hardware/software, networking, mobile communication and Microsoft Office applications
Excellent written and verbal communication skills in English and Portuguese
Ability to work effectively in a fast-paced, innovative environment demonstrating high energy, a sense of urgency, and decisiveness
Outstanding interpersonal skills with the ability to maintain a professional demeanor when handling complex user issues

Technical Support Representative Resume Examples & Samples

� Bachelor's degree or equivalent experience
� 1-5 years' experience in a help-desk environment supporting end-users over the phone
� General knowledge of PC & Mac hardware/software, networking, mobile communication and Microsoft Office applications
� Outstanding interpersonal skills with the ability to maintain a professional demeanor when handling complex user issues

Technical Support Representative Resume Examples & Samples

Receiving or/and making calls to be able to respond to client concerns/ request that are basic technical in nature
You have to provide technical advice and guidance to Help Desk CSRs for reported incidents for which the CSR cannot find a knowledge document
Help Desk focal point for reported High Severity incidents, sending out email alerts, and resolves, updated client website and VRU
Should have proven knowledge of Computer systems and functions. Eg. Laptop, Desktop & Printers
Should possess proven knowledge of mobile devices like Blackberry, I Phone, other smart phones etc
Should have proven knowledge of operating systems like Windows XP, d) Windows 7 and Windows
Proven communication Skills to be able to effectively communicate with customers over Phone / email
Knowledge on Mail clients like Lotus and MS Outlook
0 to 1 year of relevant work experience
Basic knowledge in IT Trouble Shooting

Technical Support Representative Resume Examples & Samples

Troubleshoots user problems requiring a working understanding of the desktop environment and a basic understanding of inter-related technologies
Perform password resets for computer and voicemail applications
Monitors open Incidents on a daily basis to ensure that requests are being handled in a timely manner
Escalates incidents / service requests as appropriate
Ability to troubleshoot remote technologies (i.e. VPN, Citrix Client, Remote Desktop and wireless solutions)
Works to assess the customer’s comfort level with technology, and may have to manage the customer’s anxiety and to determine the actual nature, or underlying cause, of a user problem
Can problem-solve most standard desktop problems
Repairs PCs/peripherals following established procedures
Selects specifications for new desktop equipment based on user needs and configures as appropriate
Configures and installs new desktop hardware
Supports mobile devices and AV equipment, installing, troubleshooting and supporting as needed
Documents problems and resolutions
Follows up with the customer to ensure that problems have been addressed successfully
Possesses working knowledge of standard desktop hardware and software and able to address most issues by following established procedures
Builds expertise in standard desktop hardware and software and the ability to resolve customer issues
Has a basic understanding of network connectivity and infrastructure
Assist with Video Conferencing setup and troubleshooting in Conference rooms
Support mobile devices (Iphones, Ipads, Adroid tablets)
Installs desktop software, including upgrades
Typical candidates will possess 2+ years of experience in a technical support role, potentially including “hands on” internship experience
Minimum of 2 years work related experience
Strong customer service skills, positive attitude, excellent problem- solving, communication, and organizational skills
Strong knowledge of Help Desk ticketing software (i.e. ServiceNow)
Exceptional knowledge of all Microsoft Operating Systems and Mac Operating Systems
Exceptional Knowledge of all Microsoft Office Suites, including Outlook/Exchange and Office for Mac
Strong knowledge providing hardware breakfix for PC and MAC systems, laptops, Mobile devices, and printer hardware
Ability to independently troubleshoot new technologies as they emerge
Has a general understanding of the company’s products, services and basic business processes, and the ability to prioritize the criticality of a user area or application requiring support
Understands the technology organization and where to escalate customer or operational problems
Can effectively choose from among many different procedures or approaches in order to implement a solution
Courteous and tactful at all times with customers and MTS colleagues. Diffuses problem situations effectively. Is always seen by customers as professional and helpful
Effectively probes customers to determine the actual nature, or underlying cause, of a customer problem
Operates effectively as part of a larger team and in managing own work
Strong desire to help others (customer service), friendly, motivated, positive attitude, excellent problem solving, verbal and written communication skills
Exceptional Knowledge of all Microsoft Office Suites, including Outlook and Entourage (Office 2003, Office 2007, Office 2010, Office 2013 and Office for Mac 2011)
Exceptional knowledge of Microsoft Operating Systems (WIN7)
Exceptional knowledge of Macintosh Operation Systems (Leopard and Snow Leopard)
Strong knowledge of PC systems and MAC systems (desktop and laptop), as well as wireless devices and printer hardware
Ability to troubleshoot remote technologies (RDP, VPN, Citrix, etc.)
Ability to troubleshoot wireless handheld devices (Blackberry, Droid, iPhone, iPad, etc)
Previous experience with tracking tickets in an incident management system
Excellent ability to follow procedures and processes to ensure we remain IT Compliant
Previous experience with Active Directory is desired
Knowledge of VOIP technology a plus
Knowledge of Cisco telephone system a plus
Ability to keep pace in a fast moving environment
Proven track record of being detail oriented, with outstanding follow-through
Ability to communicate technical subject matter to non-technical staff
Knowledge of Video Conferencing systems (CMA, RMX and MGC)

Technical Support Representative Resume Examples & Samples

Field support emails and calls from users about our product offerings
Educate our users on how to use Venmo to send and receive payments
Work to continuously learn about the industry in hopes of quickly becoming an expert
Problem solve like it’s your job, because…well, it is

Technical Support Representative Resume Examples & Samples

Provide technical support to our customers globally by means of telephone, chat and email
Maintain an outstanding customer service focus whilst dealing with clients
Ensure all team members have the latest information on all ongoing issues by sharing knowledge and updates

Technical Support Representative Resume Examples & Samples

Field Service Operations
Finance
Human Resources
Internal Audit

Technical Support Representative Resume Examples & Samples

Deliver support services to end-users via remote connection or over the Internet
Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
Gather customer's information and determine the issue by evaluating and analyzing the symptoms
Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients and more
Minimum 2 years Technical Support Experience
Ability to do shift work as required
A strong technical background ideally including experience with .net & android technology
Knowledge of databases & development tools
Knowledge of Spanish is an advantage

Technical Support Representative Resume Examples & Samples

Manage and provide expertise on our infrastructure, operational environments and engineered products
Assess impact of new changes and releases on the operational environment
Solve customer's problems/issues and being a Subject Matter Expert on tools configuration, integration and usage
Lead incident management calls and participate in problem resolution
Run various side projects inside organization related to process and technical area changes
Collaborate closely with developers to assure new services are properly handed-over into operations
Good linux skills and wide systems administration experience (e.g. linux, tomcat, apache, nagios, postgresql, oracle, etc …)
Some web development experience (e.g. Java, PHP, Python, Perl, HTML, CSS. HTTP)
Good networking knowledge
Very good troubleshooting skills in a complex environment. Understanding of common issues/alerts and their troubleshooting in a distributed and global environment
Experience in performance tweaking
Good knowledge about software development methodologies
Willingness to take responsibility and initiative
Good English language skills is a must

Technical Support Representative Resume Examples & Samples

Learn to configure and support the process for wireless and VPN connectivity, network addressing, infrastructure design, session management, RADIUS authentication, as well as, general troubleshooting for multiple computer platforms
Follow templates and scripts to provide remote technical support to end users
Provide end user support including login assistance, wireless device support (iPhones, iPad’s, Android Devices, Windows Phone, BlackBerry, etc.), computer troubleshooting, issue resolution and general wireless session problem solving
Track, monitor, and follow up on inquiries or requests to ensure client satisfaction
Work closely with the development and test teams to ensure issues are corrected and usability problems are understood
Escalate call(s) to Tier 2 support group for problem resolution in matters of greater complexity
Report to technical support vertical manager and senior manager

Technical Support Representative Resume Examples & Samples

Sports fan or knowledge of sports websites helpful
Minimum of 1-2 years proven customer support experience
Computer helpdesk experience is an asset
HTML knowledge helpful
Demonstrable computer knowledge required: Browsers (IE, FF, Chrome, etc; Windows Media Player, Flash, etc; Devices)
Have used specialized knowledge to provide customers with pleasant and patient personalized assistance

Technical Support Representative Resume Examples & Samples

Regular monitor the circle incident & close them within a SLA and to minimize the redundant issues
Regular analysis the data related with compliance, Asset, incidents etc. for achieving the SLAs and provide the action plan for enhance the quality and minimize the gap
Conduct need based Operations Review with Bharti IT Managers for enduser service management with Customer Satisfaction being the prime focus
Interacting with the various Central IBM teams for issue resolution
Ensuring the various Central Team Reports
Monitoring Incident tickets for better Resolution and Response time with Central Teams
Incident Reporting
Regular meeting with Vendor Team to discuss the tasks at hand and the pending tasks
Outlining the responsibilities and assigning the tasks to respective team members
Handling all escalations of customer support calls. (Client level calls of all senior personals). Coordinating with various support teams for fast issue resolution for the end user with personal intervention
Sharing with business the weekly Critical User Call Track sheet
Handling a team of 8 engineers providing support to Bharti Airtel Ltd. and work proactively to address performance bottlenecks and the skills
Arranging technical training program for support executives for existing and new applications
Co-ordination with IBM & Bharti Project IT Heads
Ensuring all IBM/Bharti processes are adhered to and followed in daily tasks,

Technical Support Representative Resume Examples & Samples

Minimum of 1-2 years proven support experience
HTML and CMS knowledge helpful
Willing to work 5 pm to 2 am, including weekends and holidays
Time management skills and high attention to detail

Global Technical Support Representative Resume Examples & Samples

Must submit English version of CV/Resume**
1-2 years experience preferred working in a help-desk environment or a general knowledge of IT related subjects is required
Basic network knowledge and/or experience troubleshooting connection issues is highly desirable
Outstanding communication and interpersonal skills with the ability to maintain a professional demeanor when handling complex user issues
Multi-tasking skills and ability to work well under pressure

Client Technical Support Representative Resume Examples & Samples

Previous client service experience is preferred
Financial industry experience is beneficial
Must be able to make decisions and solve moderate to complex problems with precedents, and know when to refer more complex or far reaching decisions to supervisor
Must be team-oriented
An overall understanding of the work environment and process with working knowledge of the organization and intermediate level of technical skills necessary for completing assignments
Proficiency with computers and related office equipment. Comfortable in installing and un-installing software package on workstations

Client Technical Support Representative Resume Examples & Samples

Answer incoming phone calls in a help desk environment
Develop and maintain knowledge of Fiserv products and services. Assist clients with solutions to product related questions/problems
Has ultimate responsibility to insure that questions/problems are resolved in a timely manner and to the satisfaction of the client
Conduct product presentations and train clients in the use of products as required
Submit monthly written reports on client activity
Coordinate conversions and on-site support of new clients as required
Assist with product quality assurance testing as required
Update client and internal files
2+ years of customer service experience and/or financial industry job experience
PC and Windows knowledge and working experience required
Proficiency in MS Office (Word, Excel, Outlook) required
Excellent analytical problem resolutions skills
Must maintain a high level of organization, including the ability to prioritize and handle multiple assignments simultaneously
Experience using a call tracking system preferred
Prior accounting experience a plus
5% travel may be required

Client Technical Support Representative Resume Examples & Samples

You will provide frontline product support for Fiserv’s clients via telephone, email, and web based contract channels
Ability to troubleshoot and diagnose client issues
Deliver professional and timely client communications regarding project updates and ongoing support items
Thoroughly track, organize and document all support related activities
Develop and maintain a full understanding of Fiserv products and services and stay abreast of relevant industry trends and best practices
Financial Industry experience is beneficial
Basic Accounting Knowledge
Travel to client sites is required
Must be able to travel about 6x/year or about 10%

Client Technical Support Representative Resume Examples & Samples

Communicate daily with clients and other product support staff
Assist with the installation of Fiserv software
Conduct analysis, diagnosis and resolution of requests, questions and problems associated with Fiserv software
Build and maintain high-level client satisfaction; measured by case and annual surveys. Goals for call responsiveness are set for the Division and apply to this function
Assist clients and other product support staff by providing consultative support to show how our products and services integrate with one another so all features of a product are utilized
Monitor and manage cases while available for incoming calls
Train new clients on the features and operation of Fiserv applications enabling them to successfully use the product and achieve their business objectives
Provide ongoing training as needed for existing clients
Test changes to existing software and assure existing features continue to work as required and changes work as expected
3+ years’ experience in the financial industry
Proven troubleshooting abilities
Strong PC skills; MS operating systems, MS Office applications, printers, and browsers
Strong communication skills; verbal and written
Must be able to travel 5%
Direct banking experience (i.e.: Teller, Operations, Servicing, etc.)

Client Technical Support Representative Resume Examples & Samples

Provide frontline client support for Fiserv’s Director product suite via telephone, email, and web based contact channels
Deliver professional and timely client communications regarding project updates, ongoing support items, and product implementation services
Thoroughly track, organize and document all product implementation and support related activities Develop and maintain a full understanding of Fiserv products and services and stay abreast of relevant industry trends and best practices
Financial Industry experience is advantageous
Basic understanding of workstation operating systems and computer functions recommended
Ideal candidates possess the ability to analyze and solve complex problems, have excellent communication skills, and are team-oriented with a willingness to travel

Client Technical Support Representative Resume Examples & Samples

Provide technical phone support to outsourced financial institutions throughout the US. Support with troubleshooting various applications within the Precision Service Center
Periodically go onsite to clients and assist in the installation of software and services to these clients
Document problems and corrective procedures
Proficiency with computers and related office equipment

Client Technical Support Representative Resume Examples & Samples

Minimum years’ experience required 3-5 years financial, Credit Union preferred
Type of work experience required Credit Union Processing, data processing for financial industry
Supervisory/Management experience required -None

Technical Support Representative Resume Examples & Samples

Provide technical support to customers on operational or maintenance aspects of system equipment
Provide expedited repairs to support Factory Service Center's efforts to meet department goals on turnaround time for all repairs
Under general supervision perform on-site preventative maintenance, routine repair, and calibration after installation
Repair lenses and related equipment for Canon dealers and customers in a timely and professional manner
Provide technical support and training to dealers via telephone
Provide information concerning parts, technical information and schematic drawings, and responds to technical inquiries
Receive and inspect incoming items for repair and furnishes verbal and/or written cost estimates for repairs
Maintain service area and service repair records
Requires High School Diploma or G.E.D. and minimum of 6 months of work experience
The ideal candidate will have basic electronics knowledge. Experience working in an electronics repair environment helpful. Optical repair experience is preferred
Knowledge of broadcast camera systems preferred
Ability to provide exceptional customer service is a must. Excellent verbal and written communication skills are required
Basic computer skills with the Windows 7 operating system and all Microsoft Office applications are required
Must be able to lift 50 lbs
Position may include some domestic and international travel. Requires driving for company business as an essential function of the job and must remain in compliance with company safety guidelines and policies

Technical Support Representative Resume Examples & Samples

Knowledge of networks, TCP/IP, WAN and proxy servers
Database/Goldmine/HEAT knowledge an advantage
Technical Help desk / support experience
Some knowledge/exposure to Linux
Basic understanding of Web servers; apache, IIS
Knowledge of school network systems (preferably (RM, Winsuite etc)
Ability to deal with complex calls and teachers who maybe short on time
Logical thinker Good analytical and problem solving skills Up-to-date technical knowledge Good interpersonal and customer care skills Attention to detail

Client Technical Support Representative Resume Examples & Samples

Answer incoming calls and inquiries from customers, sales and account management to resolve customer questions and concerns
Provide accurate information and quality customer service
Research customer inquiries utilizing company resources and document customer conversations, information, questions, corrective action/answers, and product orders in the tracking application
Resolve problems by researching and working with other departments. Follow through on issues by placing outgoing calls to retrieve additional information or returning calls to offer information regarding resolution
Meet individual customer service call volume and quality expectations
Provide support for Account Executives as assigned
Share best practices with other customer service claim teams
Respond to non-routine inquiries through phone or e-mail contact with customers and prospects about the company’s products or services
Promote and maintain positive customer relations utilizing service excellence techniques
Participate in meeting team goals for service, quality and cost
Participate in and support company-wide initiatives such as continuous process improvement in order to improve service, reduce costs, and improve quality

Client Technical Support Representative Resume Examples & Samples

Use a computer –based ticketing system to create, track and/or resolve service request related to non-routine client inquiries through phone or email contact. Research/Resolve client inquiries using existing company resources. Promote and maintain positive client relations
Provides technical applications support to clients, answering questions on function and usage of product. Handle client emails/calls and issues involving moderately complex technical issues
Monitor Production and Certification environments for application alerts
Provide general application support and troubleshooting for issues such as: application and configuration, file transfer, customer payment and reconciliation
Create and maintain Service Operations knowledgebase of solutions. Collaborate extensively with peers to resolve client issues while actively contributing to a growing knowledge network that improves the effectiveness of the team and the information available to our clients
Assist knowledge transition from Development and Implementation teams on application-specific areas covering functional, technical, work process and environment
3-5 years of experience assisting in Support, Operations, Customer Service or related fields
Aptitude for process improvement; recognition of gaps in process and opportunities to improve efficiency
Detailed oriented with the ability to multitask efficiently
Self-starter with sense of urgency
Experience in payments industry a plus

Client Technical Support Representative Resume Examples & Samples

Database Administration is beneficial; DB2 preferred
IBM AS/400 Control Language (CL) knowledge preferred
Experience with IBM AS/400 and/or Unisys is beneficial
Experience with Microsoft Operating Systems Deployment is beneficial
Basic accounting knowledge is beneficial

Technical Support Representative Resume Examples & Samples

Help our Customer Engineering organization implement customer lifecycle management
Work with our research and development organization to improve our product by providing feedback on customer needs and requirements
Help our sales organization achieve successful customer engagements
Platform/Operating System knowledge of Windows (XP, 7 and Server), MAC, iOS, Android, and Blackberry
Testing, and troubleshooting skills across the previously mentioned technical domains
Experience with/exposure to BigFix a plus Operations/Support
Previous experience supporting internal or external customers
The passion and ability to educate and train our customers on their new MDM solutions
Ability to troubleshoot and work with internal development and engineers on behalf of the customers towards issue resolution
Demonstrated hands-on experience with smartphones, tablets, and laptops in a business environment
Bachelors degree in Information Technology or equivalent field

Client Technical Support Representative Resume Examples & Samples

Deliver professional and timely client communications regarding project updates, ongoing support items, and training services
Develop and maintain a full understand of Fiserv products and services and stay abreast of relevant industry trends and best practices
Financial Industry experience is highly preferred
Previous customer service experience is preferred
Previous experience using online banking, mobile banking, electronic bill payment is highly preferred
Ideal candidates will possess a basic understanding of workstation operating systems (MS Office) and computer functions to include knowledge of web browsers, clearing search history, cache files and cookies etc
Ability to analyze and solve complex problems, have excellent communication skills, and are team-orientated with a willingness to travel
Minimal travel

Technical Support Representative Resume Examples & Samples

Respond efficiently and professionally to customer service issue requests
Assist customers, care agents and installation technicians in a professional manner via inbound and outbound calls as well as email communications
Assist front line associates by answering questions and providing direction on additional steps as needed
Assist technicians with Surf and Talk installations by ensuring provisioning is complete and providing guidance when assistance is needed
Coordinate with 3rd party providers to process port requests and updates to customer information
Resolve customer service inquiries with one-call resolution or one-call follow-up
Gather information, evaluate options and offer the best solutions
Use internal databases to track client status and monitor property issues
Audit systems to ensure accuracy of information utilizing various resources and programs
Provide advanced troubleshooting to customers outside of a scripted environment
Demonstrate soft phone-skills by treating all customers in a polite and courteous manner, especially in stressful situations
Demonstrate the ability to multitask, handling calls and utilizing appropriate software programs
Assist in management of a shared departmental inbox by processing requests received in a timely manner
Work with appropriate departments and leaders to resolve issues or answer questions
Keep customer accounts properly updated to ensure accurate billing address and contact information
Keep up to date on any policy or procedure change from DIRECTV or partners
Provide technical information to a non-technical audience
Some college education from an accredited college or university with major course work in computer science or closely related field preferred; or 2-years work experience providing technical support to customers via a telephone. High School Diploma or GED required
Understands various telecom and/or PC software applications such as Windows, MS Internet Explorer, Internet technology, HTML,UNIX and Mac
Have a High School Diploma/GED
Commute to Eden Prairie, MN
Must be able to work a flexible work schedule and overtime based on business needs
All applicants must be able to pass a drug test and background check

Client Technical Support Representative Resume Examples & Samples

Speaks clearly, concisely and with confidence
Adept at conveying complex information in a manner that it is easily understood by the listener
Demonstrates polished etiquette skills
Delivers tactful and appropriate responses
Adapts verbal communication style to that of the caller to facilitate rapport building
Conveys a positive impression to the caller through words, voice inflection and the appropriate use of grammar
Is skilled in using technical terminology
Demonstrated understanding of the appropriate usage of grammar, spelling and punctuation
Ability to communicate complex information in a written format, so that it is understood by the reader
Ability to convey professionalism and positive ‘tone,’ in written format, so that the client gains a positive impression of the organization
Ability to build rapport
Conveys a sense of urgency
Possesses good listening skills
Displays and builds trust
Expresses empathy, when needed
Conforms to proper standards of professional dress
Display respectful and considerate behavior towards team members at all times
Contributes to team discussion in a positive and enthusiastic manner
Builds cooperation
Handles sensitive situations in a calm, objective and tactful manner
Displays empathy / understanding
Ability to learn and comprehend complex systems and processes and deliver correct service accordingly
Keeps fully informed on business and industry changes and communicates this information effectively, to clients
Able to understand and use Fiserv applications to support client calls, including but not limited to Facets, CWSi, Cardmaster, RAS, TJ, EPOC Parameters, Base 24 Parameters (Outside View), Arcot, Affinity, ATM Marketer, Card Metrics, Falcon, SIMBBA, RFDS, CVi, SPC
Able to convert raw system data into user friendly format as needed
Knows when to refer a problem/escalation to a supervisor
Engage appropriate resources to effectively resolve issues
Makes appropriate and effective use of phone, facsimile, email
Ability to type quickly and accurately
Ability to use a facsimile machine
Ability to complete intermediate tasks in Microsoft Outlook, Word and WinZip
Ability to complete intermediate tasks in Microsoft Excel
Can be relied upon to meet schedules and deadlines
Verbal commitments are consistent with actions

Client Technical Support Representative Resume Examples & Samples

Two years experience in a customer support role (preferably in the financial industry)
Working knowledge of Microsoft Word and Excel
Excellent writing and communication skills (both technical and non-technical)
Knowledge of adhoc reporting or standard query language (SQL) is an advantage

Client Technical Support Representative Resume Examples & Samples

Under minimal supervision, defines and/or resolves client problems with designated product lines
Provides contact through telephone support and simulates or recreates problems to provide resolution to client for operating difficulties
Discusses problems or inquiries with other department personnel and offers technical assistance and insures proper handling and follow-up
Communicates reseller suggestions for enhancements and insures proper handling and follow-up
Documents problems and corrective actions/procedures in tracking software
Works with development staff to determine problem solutions
Attends on-going training to achieve level of technical skill needed to solve more complex problems
One to three years of experience in the financial services/banking field interacting with clients
Knowledge of bankcard/credit card processing concepts
Working knowledge of the financial services industry
Must be able to follow established guidelines to accomplish tasks and solve more complex problems
Solid computer skills with MS Office Suite and related office equipment
Solid organizational and time management skills with strong attention to detail
Demonstrated strong customer service skills and communication skills (both written and verbal)
Strong decision making skills for handling reseller situations with their interest in mind at all times
Ability to create and provide presentations to resellers once a year
Less than 5%
180 day accomplishments
Understand functional specifications for problem troubleshooting and resolution
Working knowledge of organizational system structure and how to work in the test environment
Working knowledge or how to obtain information specific to modules within the software
Working knowledge of problem management system and overall case management
Working knowledge of application reports
Strong understanding of general operations of credit card processing
Achieve problem resolution SLAs, Quality Observances Objectives and Case Survey Objectives
Experience with VisionPLUS and Fiserv products/systems strongly preferred

Client Technical Support Representative Resume Examples & Samples

Under minimal supervision, defines and/or resolves reseller problems with designated product lines
Acts as the Level 2 contact through telephone support and simulates or recreates problems to provide resolution to reseller for operating difficulties
Working knowledge of VisionPLUS and Fiserv products/systems strongly preferred
Experience with VisionPLUS software

Technical Support Representative Resume Examples & Samples

Technical support experience, preferably in web development/publishing area
Strong verbal and written communication skills,
Strong working knowledge of HTML, Javascript, CSS is essential
Knowledgeable and comfortable with setting up website backend infrastructure, e.g. configuring DNS record for the website
Other language knowledge (e.g. PHP or Python) is an advantage

Technical Support Representative Resume Examples & Samples

Based in Florenceville, NB - Provide technical support mainly via calls and following a standard call flow and problem handing processes (scripted or not scripted),
Verify entitlement, perform problem determination, resolve and close the problem, or route the incident record to the appropriate level of support
Using technical resources and tools, support the client by answering questions and responding to client requirements
Utilize product, technology, industry and/or services skills to identify problems which may be related to product installation, update, configuration, operations or performance
Guide the client, advising on potential resolutions and their implementation, and play a key role in overall client satisfaction

Technical Support Representative Resume Examples & Samples

Preferably Executives specializing in IT/Computer - Network/System/Database Admin or equivalent
Very good organization skills
Ability to work as individual as well as oriented to work in a team

Technical Support Representative Resume Examples & Samples

Will be expected to provide customer-friendly and proficient technical support to high speed data customers using phone, email, chat, instant messaging, and other means of communication
Document and escalate issues, and work with other departments, ISPs, or business partners in order to resolve them as quickly and efficiently as possible
Successfully meet or exceed Time Warner Cable’s call handle requirements as measured by periodic call monitoring and individual call statistics
Provide support to installers and field technicians when appropriate and as needed
Monitor the hybrid fiber coax network using various network diagnostic tools for system outages
Associate’s Degree (A.A.) or equivalent from two-year College or technical school; or one year related experience and/or training; or equivalent combination of education and experience
Knowledge of the suite of Internet protocols, including TCP/IP, DNS, DHCP as well as networks and LANs
Excellent listening skills, as well as written and verbal communication skills using phone, email, and other forms of communication

Technical Support Representative Resume Examples & Samples

Provide technical support of all TWC HSO related products and services including Digital Phone
Receive high volume of incoming phone calls and respond to inquiries in a manner which meets high quality, productivity and other performance standards
Respond to customer complaints in a professional manner; attempt to resolve complaints successfully in accordance with established guidelines
Inform management of all unresolved complaints
Respond to customer inquiries via e- mail and telephone, or in-person as necessary
Save customers from disconnecting services whenever possible
Triage non-help desk issues (NHI's) and open ticket escalations (OTE's)
Work with all National Help Desks, National and Regional Operations Centers, and local technical staff to investigate assess and resolve issues
Understand and inform customers of all Time Warner Cable consumer products and services

Technical Support Representative Resume Examples & Samples

Support of Microsoft Exchange 2013 on Windows server systems
Support of Lotus Domino and Notes v8.x and/or v9
Understands and applies basic knowledge of information technology and associated tools of their technical specialty to support attainment of team and department objectives
Requires the ability to absorb professional knowledge quickly and develop skills
Draws upon concepts of tools, technologies and methodologies to collaborate with other technical specialists when carrying out assigned duties
Effectively negotiates with technical peers, and occasionally with customers, to implement technical solutions
Recognises and articulates job related problems to management
Analyses technical problems and creates solutions involving the use of existing techniques or tools. Performs assigned tasks within schedule in accordance with established standards and guidance
Must be customer-orientated while maintaining focus on the overall delivery of service
On call work will be required
MS Exchange 2013
Lotus Domino and Notes v8.x and/or v9
MS Windows Server 2008 or later
RHEL
Lotus Notes Traveller
MS Sharepoint
MS Lync
MS Outlook
Live Communication Server
Active Directory knowledge and experience
Windows Server skills
Powershell Scripting skills
Symantec Enterprise Vault
Quality Customer care and focus
Problem solving and trouble shooting
Organisation and time management
Reliable, driver, task owner and self starter

Client Technical Support Representative Resume Examples & Samples

Under limited supervision, defines and/or resolves moderate to complex client problems with designated product line(s)
First or second point of interaction through client contact channels
Under limited supervision, simulates or recreates client problems to analyze and resolve user operating difficulties
Log incoming issues into current call tracking system
Participate in month end or extended support
Under limited supervision, discusses problems or inquiries with other department personnel and offers technical assistance and insures proper handling and follow-up
Under limited supervision, communicates customer suggestions for enhancements and insures proper handling and follow-up
Under limited supervision, documents problems and corrective procedures
3-5 years Customer Service and/or Call Center experience
Ability to troubleshoot. Must be able to make decisions and resolve problems using experience and professional judgment
Has an overall understanding of the work environment and process, with a working knowledge of the organization and intermediate technical skills required to complete assignments
Strong analytical problem solving ability and communications skills
Ability to make group presentations and conduct training either in a one-on-one or small group setting
A good working knowledge of personal computers, including hardware and software
Ability to manage multiple items at one time

Client Technical Support Representative Resume Examples & Samples

First or second point of interaction through client contact channels. Under limited supervision, simulates or recreates client problems to analyze and resolve user operating difficulties
Log incoming issues into current call tracking system. Participate in month end or extended support
Credit Union or banking highly desired
A good working knowledge of personal computers, including hardware and software. Strong writing skills

Client Technical Support Representative Resume Examples & Samples

Under limited supervision, resolves complex client technical and/or operational problems for Key, Business Alliance, Accel, Network, Prepaid clients and Account Processors from inception to completion
Simulates or recreates client problems to resolve user operating difficulties
Provides detailed explanations to clients regarding Card Services software use, navigation, reporting and other technical operations
Discusses problems and inquiries with other department’s personnel and offers technical assistance and insures proper handling and follow-up
May engage with a variety of departments to resolve customer issues
Communicates client suggestions for enhancements to Account Manager or Service Manager
Attends on-going training to achieve level of technical skill needed to solve problems that are more complex as well as new product training
Documents appropriate calls, corrective procedures/e-mails in ticketing system
Maintains clear detailed information on cases including updates and examples
Provides final resolution of issue or escalation back to Client or other department upon completion
Maintains applicable functional understanding of Card Services products, services and tools
Provides after hours and weekend on-call support for all client service teams client issues or any other emergency dealing with client escalations
Must participate in SEV events during on call rotation and in some cases be present for system maintenance
Follow Fiserv communication guidelines regarding confidentiality and system information including Audit/Security directives with customer data
Track daily email and direct call volume
Minimum of 2 years of client service experience
Must have the ability to work on-call including nights and weekends on a rotated basis
Previous experience with back office banking operations highly desirable

Technical Support Representative Resume Examples & Samples

Requires High School Diploma or G.E.D. and 2 years of specialized training
6 months of related work experience. Lens repair experience preferred
Ability to provide exceptional customer service. Excellent verbal and written communication skills required
Basic computer skills (Word and Excel)
Availability to work overtime which may include some weekends
Candidate must be able to lift 50 with assistance

Technical Support Representative Resume Examples & Samples

Work with our R&D organization to improve our product by providing feedback on customer needs and requirements
At least 1 year experience in in Technical support and/or Mobile Device support
Bachelor's Degree in Information Technology
At least 2 years experience in in Technical support and/or Mobile Device support
At least 1 year experience in with the following: ActiveSync, Lotus Traveler, PowerShell Scripting, 802.1x, personal firewall clients, anti-virus clients, TCP/IP networking, IPSec VPN, SSL VPN, and Radius
At least 1 year experience in with Exchange, Lotus Traveler, Active Directory, Certificate Authorities, Networking, Proxy, and/or Blackberry Enterprise Server

Client Technical Support Representative Resume Examples & Samples

Under general supervision, resolves detailed technical and/or operational problems with designated software and other company products
Strong written and verbal communication skills. First point of contact through the inbound telephone system to the IP Technology Help Desk
Provides detailed explanations to internal clients regarding software use, navigation, reporting and other technical operations
Discusses problems and inquiries with other department personnel and offers technical assistance
Documents problems. Ensures proper handling of tickets and escalation, as required
Communicates effectively and professionally with co-workers, management and other departments
Communicates suggestions for enhancements
Works with development personnel to determine problem solutions
Attends on-going training to achieve level of technical skill needed to solve problems that are more complex
Other delegated duties, tasks, projects and work schedules, as assigned
Minimum of 3 years’ experience in a Help Desk position or Call Center
Knowledge/ability to use Microsoft Office products such as Outlook, Excel and Word is required
Banking background or working knowledge of the Financial Services industry
Must be dependable with an attention to detail
Must be client focused. Must be team-oriented
Must handle situations with a sense of urgency and ownership
Familiarity with ticketing systems such as Remedy, Facet’s, or ServiceNow
Experience with an ACD Operation and related performance metrics such as Agent Availability, Speed of Answer, Call Abandonment percentages
Proficient with PC’s
Ability to work a flexible shift with varying hours
Familiarity with ticketing systems such as Remedy, Facet’s, Vantive, or ServiceNow

Client Technical Support Representative Resume Examples & Samples

This position will specialize in the Teller suite and Business Process Manager products in relation to hardware such as scanners and printers and software installed on the workstations and network. Candidate will work directly with clients and internal and external resources to resolve client issues
Assist with network and application analysis of Teller and Item Processing/SCO products
Provide first point of contact technical support for team via telephone, email, and 24x7 on-call cell rotation
Acting as the primary point of contact and liaison for issue troubleshooting and resolution, facilitate coordination efforts between internal and external groups and clients to resolve issues
Under limited direction, analyze and determine root cause analysis of issues
Deliver professional and timely client communications regarding status of ongoing support items
Thoroughly track, organize and document all support related activities in an online support system
Serve as information resource to other Fiserv segments; participate from strategic, operational, technical and functional perspectives
Ability to recommend and implement process improvements
Communicates client suggestions for enhancements and insures proper handling and follow-up
Minimum one to three years work-related experience
Banking background and familiarity/experience with banking operations is advantageous but not required
Working knowledge of Windows OS
Strong PC/Windows experience along with a technical aptitude is required
Demonstrated ability to handle issues that arise with minimal oversight or guidelines
Must be able to work under pressure
Proven to be results-oriented with superb organizational, multi-tasking, and time management skills
Ability to set priorities and maintain multiple projects at a time
Excellent written, verbal and interpersonal communication skills and able to interact with individuals in all levels of an organization
Detailed-oriented with strong analytical, trouble-shooting, prioritization, and follow-up skills
Proven to be motivated and a self-starter with demonstrated ability to work efficiently and productively
Must be able to make decisions and resolve problems using experience and professional judgment
Must be accurate, reliable, and be team and customer oriented
Must have a strong sense of accountability and ownership
Network certifications are a plus (CISSP, Network +, etc.) but not required

Client Technical Support Representative Resume Examples & Samples

Handle client calls and issues
Research and problem-solve to determine resolutions to reported problems
Train clients on the features and operation of Premier software applications enabling them to successfully use the product and achieve their business objectives
Review documentation and write Client Bulletins to announce fixes
Evaluate a specific application system study to determine all the client workflows, documents
Build and maintain high-level client satisfaction that is measured via the annual survey
At least one year experience in customer service and/or helpdesk environment
Proven troubleshooting abilities and strong PC skills; MS Office applications
Knowledge of Microsoft operating systems
Working knowledge of browsers
1-2 years IT experience in the banking industry preferred
Knowledge of Fiserv Premier Software

Client Technical Support Representative Resume Examples & Samples

Define and/or resolve moderate to complex client problems with Fiserv XP2 product
Act as first or second point of interaction through client contact channels (telephone, email and web)
Simulate or recreate client problems to analyze and resolve user operating difficulties
Log incoming issues into case management system
Document research, client interactions, resolution paths taken, etc. in system
Discuss problems or inquiries with other department personnel, offer technical assistance and insure proper handling and follow-up
Communicate customer suggestions for enhancements and ensure proper handling and follow-up
Communicate frequently with clients to provide case status and resolution
Contribute new written content to knowledge base
Participate in application and client service skills training
Provide training to associates as needed
Minimum of 2 years in credit union industry
Customer service experience required
Supervisory/Management experience not required
Familiarity with credit union and or banking industry
Knowledge of back office functions (IRA’s, Certificates, ACH, Accounting, Auditing, Share Draft and Statement processing, 3rd Party Interfaces, etc.)
Knowledge of basic teller functions (financial transactions, open / close accounts, drawer balancing, buying and selling cash/negotiable items, etc.)
Excellent written, verbal and interpersonal communication skills

Technical Support Representative Resume Examples & Samples

At least 1-year experience in in Technical support and/or Mobile Device support
Platform/Operating System knowledge of ;Windows (XP, 7 and Server), MAC, iOS, Android, and Blackberry
Testing, and troubleshooting skills across the previously mentioned technical domains
Experience with/exposure to BigFix a plus Operations/Support
French: Preferred
Bachelor’s degree in Information Technology or equivalent field
At least 2 years’ experience in in Technical support and/or Mobile Device support
At least 1-year experience in with the following: ActiveSync, Lotus Traveler, PowerShell Scripting, 802.1x, personal firewall clients, anti-virus clients, TCP/IP networking, IPSec VPN, SSL VPN, and Radius
At least 1-year experience in with Exchange, Lotus Traveler, Active Directory, Certificate Authorities, Networking, Proxy, and/or Blackberry Enterprise Server

Technical Support Representative Resume Examples & Samples

Communicates clearly and professionally with 3M personnel by telephone and/or written correspondence
Accurately documents customer interactions using applicable CRM systems
Resolves non-routine and difficult customer complaints and ensures response to product and service inquiries - Has knowledge and understanding of the current processing systems and can provide service to internal and external customers
Generates sales leads and promote other 3M business solutions to support sales growth
Improves customer satisfaction by identifying patterns of problems and barriers to solutions
Possesses exceptional customer service competencies
Enjoys helping and interacting with other people in a friendly, courteous manner and gives continuous attention to customer satisfaction
Ability to work in a high-volume, rapidly changing environment
Computer literate, including Microsoft Office products
Strong organizational skills with the ability to stay focused on tasks
Clear and conceptual thinking ability; excellent judgment and discretion

Field Technical Support Representative Resume Examples & Samples

Minimum High School/Vocational School or equivalent certification
A+ certification is required
Printer repair experience
Moderately basic troubleshooting skills
Proficient in professional oral, and telephone communication skills
Ability to gather relevant information systematically, and identify needs and solve problems following the instruction Ability to maintain ongoing relationships with customers, peers and support partners
Ability to effectively interact and communicate with people at operational level
Perform reporting and administrative functions
Ability to manage time effectively

Technical Support Representative Resume Examples & Samples

Provide parts ordering assistance to EC technicians, as required. 25%
Effectively communicate with internal and external customers at different levels of management, and manufacturers. 20%
Provide timely and effective technical solutions and guidance to internal and external customer issues in a fast-paced environment. 20%
Process submitted Technician issues received via phone, email, and other electronic means. 10%
Properly record and document issues according to company standards. 10%
Attain specified metric targets; maintain equipment-related technical proficiency. 10%
Research solutions as required; effectively learn and use computer-based tools. 5%
Works a standard shift but may occasionally be asked to work a different shift. Weekends and on-call duty may be required
A minimum of 1 year previous experience in parts sales/support, customer service, and/or inventory control
Basic Windows based computer skills
Minimum 3 years successful experience as a commercial kitchen equipment, refrigeration or HVAC technician or equivalent experience in the mechanical repair industry
Microsoft Office proficiency
SAP CRM knowledge preferred but not required
Ability and willingness to work in a fast-paced, office-based environment with a willingness to adapt to changing customers’ needs and expectations

Technical Support Representative Resume Examples & Samples

Complete initial product training and demonstrate sufficient product knowledge and understanding to assist call-in customers
Respond to customer’s queries regarding routine technical issues in a timely, friendly, professional manner. Determine the nature and likely causes of the issue and recommend corrective action
Follows up as required with customers to ensure problems were resolved and/or recommend further action to ensure non-recurrence and customer satisfaction
Escalate inquiries or issues that cannot be resolved to senior team members and/or department manager
Report all suspected product issues immediately to a senior support staff or manager
Follows and ensures workplace operating and environmental, health and safety procedures and guidelines compliance
Technical Diploma, Bachelors degree in Engineering, or equivalent
1 to 2 (minimum) experience in a technical support related role
Experience in dealing with hardware and software issues
Strong communication, interpersonal, problem solving and presentation skills
Thorough knowledge of the core product line
Self motivated, takes initiative to resolve issues
Ability to problem solve through analysis of a situation, where there are a variety of variables

Technical Support Representative Resume Examples & Samples

Make sure clients understand, and program to API specifications
Provide technical support for any issues arising either before or after the go-live
Investigate any reported errors in data quality, and escalating data corrections to relevant team
Deliver outstanding customer service by responding to and efficiently resolving client issues and requests
Assist in software testing of new releases, proactively escalating any issues
Help customers with installation, including setting up new systems/hardware and promptly installing updates
Document all updates and changes
Give pre and post-sales support and assistance in sales meetings

Technical Support Representative Resume Examples & Samples

Make sure clients understand, and program to API specifications
Provide technical support for any issues arising either before or after the go-live
Investigate any reported errors in data quality, and escalating data corrections to relevant team
Deliver outstanding customer service by responding to and efficiently resolving client issues and requests
Assist in software testing of new releases, proactively escalating any issues
Help customers with installation, including setting up new systems/hardware and promptly installing updates
Document all updates and changes
Give pre and post-sales support and assistance in sales meetings

Technical Support Representative Resume Examples & Samples

Field support calls and emails from developers and business users about account integration and functionality
Perform analysis to help merchants improve their approval ratios and help them make more money by way of our software
Update customer account information including address, banking details, etc
Participate in a support retrospective where all functions of the group are reviewed and improvement action items are established
Engage in software development discussions to create/improve our systems
Receive requests for technical assistance and problem resolution and collected detailed information to categorize requests in order to determine method of resolution
Problem Solve like it’s your job, because….well, it is

Technical Support Representative Resume Examples & Samples

Provide effective technical support in response to inbound calls and emails in accordance with departmental SLAs and to the agreed quality standards – in order to drive optimum service to Customers
Responsible for the initial research and investigation prior to escalating unresolved issues to the Regional Service Team through the use of the RST portal and to monitor progress through to resolution, keeping Line Manager or Team Leaders informed
Manage communications to Customers and Candidates throughout the investigation and resolution of technical issues
Responsible for updating Salesforce in a timely manner ensuring accurate and detailed notes are entered for each contact with reference numbers issues for each contact
Support SHL Technology teams in the testing of online products
Perform Outbound courtesy calls to Customers as required
Maintain system knowledge through ongoing training & Development
Carry out other duties as instructed by your line manager or Team Leader
Knowledge of Windows operating system plus skills in word, excel & internet related issues
Excellent written and communication skills
Ability to work under pressure and deliver results
Ability to work to agreed targets
Support SHL Technology teams in the testing of online product
Language requirement - French, Dutch or German

Client Technical Support Representative Resume Examples & Samples

Under direct supervision, defines and/or resolves customer problems with designated product lines
Generally acts as the first point of contact through telephone support and simulates or recreates customer problems to resolve user operating difficulties
Communicates customer suggestions for enhancements and insures proper handling and follow-up
No Supervisory/Management experience required
Must be able to follow established guidelines to accomplish tasks and solve routine problems, referring non-routine matters to supervisor

Technical Support Representative Resume Examples & Samples

Acquires and maintains technical knowledge, skills and references, in all areas of the assigned products, to expertly install, operate, troubleshoot and repair the equipment
Provides guidance and answers to customers calling in requesting assistance in installation, operation, troubleshooting and repairing the assigned products
Acts as a resource for other departments to request technical information and assistance regarding the assigned products
Records all pertinent information received on product problems and complaints
Assists with the set-up of equipment at the major dental shows, if requested
Performs other duties and assignments as requested to support the technical support function
Require Associates Degree or 4+ years equivalent experience in repairing mechanical systems
Require experience with mechanical, electrical, pneumatic, and hydraulic system troubleshooting
Prefer experience with distribution and/or business to business operating environment
Prefer experience with computer, telephone, and other productivity and customer focused technology

Technical Support Representative Resume Examples & Samples

Answer inbound calls from authorized and non-authorized service centers and contractors in a prompt, knowledgeable, and courteous manner documenting all information into call tracking system
Provide updates to knowledge database used by service centers and other technical support representatives with new troubleshooting information discovered in the resolution of customer calls
Investigate technical issues from the field by coordinating with the parts department, factory personnel, and engineering
Minimum of an Associate’s degree in HVAC and Electrical, or equivalent knowledge and experience in the HVAC field and/or similar call center
Knowledgeable and competent with hands on customer service experience, particularly with commercial duct free systems with DC inverter technology. Knowledge and experience of PTAC’s also helpful
Ability to read and interpret schematics
Ability to type at least 35WPM
Ability to communicate distinctly and effectively in English using proper grammar to effectively answer all customer inquiries promptly and accurately
General understanding of Microsoft Office products with the ability to adapt to other computer systems quickly, and utilize them efficiently while on the phone with a caller

Technical Support Representative Resume Examples & Samples

Apply knowledge of RingCentral services, VoIP technology and networking hardware and software
Provide technical support to RingCentral’s customers
Troubleshoot and repair RingCentral’s solutions
Understand network architecture required to support RingCentral’s VoIP services
Recommend network hardware, software and design elements
Answer technical questions, solve technical problems and suggest appropriate workarounds
Provide quick and accurate handling of support interactions – phone, chat, screen sharing and email
Handle and resolve customer inquiries, questions, complaints, and billing concerns with the highest degree of courtesy and professionalism utilizing all resources available given to Tier 1 representatives
Offer alternative solutions when appropriate if the issue is beyond the representative’s training and scope of responsibility with the objective of resolving the customer’s concerns
Adhere to schedules, guidelines, and requirements in accordance with the Company’s set policies and procedures
2 years of collegiate education is required
At least 1 year of working experience in Technical Support is required for this position
Excellent English communication skills
Basic knowledge on VoIP, networking, routers and modems
Experience configuring, updating and supporting VoIP solutions in a multi-location environment is a plus
Ability to work efficiently in a highly demanding, team-oriented and fast paced environment
Networking, IT or telecommunications certification is a plus
Applicants must be amenable to working nightshifts

Technical Support Representative Resume Examples & Samples

Actively listen to each customer with patience and courtesy
Build customer relationships – earn their loyalty and trust by being polite and helpful
Use your communication skills to resolve customer’s concerns related to service activation, changes and trouble reports for all Voice service features, data service PC configuration, home router configuration and email/internet applications
Use your troubleshooting and problem-solving skills to come up with solutions for Home Network Equipment and Home Jack and Wiring Support
Issue maintenance-initiated change orders
Analyze and isolate trouble conditions all while keeping the customer up-to-date on the status
Dispatch trouble reports and service orders to outside installation and repair forces
Maintain service order and trouble report status in various databases
Negotiate dates, times and access arrangements to resolve customer service order fallout and trouble reports
Operate a computer and wear a headset while sitting at a workstation for an extended period of time
Experience working with customers on the phone to isolate and resolve problems at a customer location
Knowledge of communication networking components such as routers, LAN topology, Ethernet and network interface cards
Knowledge of Microsoft Windows and PC hardware and software
Availability to work evenings, weekends, holidays and overtime as needed
Computer Hardware / Software
LAN/WAN Configuration
Experience solving customer’s problems in a call center
Demonstrated ability to perform more than one function while speaking with a customer
A two-year degree, relevant experience and/or below certifications

Technical Support Representative Resume Examples & Samples

Provide support for the Installation and Maintenance Technicians during service fulfillment functions
Perform overall maintenance control functions, trouble correlation and trouble isolation for all network and undetermined troubles
Dispatch trouble reports and service orders to outside installation and repair forces and receiving close out information from those groups
Operate a PC/data terminal to maintain status of service orders and trouble reports in various FTTP operations databases
Negotiate dates, times and access arrangements associated with resolving customer service order fallout and trouble report
Track fallout orders to completion
Escalate order fallout and/or trouble resolution to appropriate work group
Perform order fallout analysis and correlation
Analyze and resolve order flow fallout between network provisioning and order control systems
Perform end to end acceptance testing
Responsible for talking and negotiating with customers as well as interacting with other work groups
Experience with Networking Software and Voice Switching Technology required
A strong understanding of PC components and functionality, and ability to work on the equipment while sending/receiving data
Knowledge of communication LAN/WAN networking components and have the ability to work with customers, on the phone, to isolate/resolve problems with the equipment at a customer location or in the fiber network
Able to communicate effectively with customers
The ability to perform more than one function at a time while speaking with an internal or external customer
Two (2) years of central office switching experience is desirable
Experience working in a customer call center
Proficient using a computer, and wears a headset while sitting at a workstation for an extended period of time

Technical Support Representative Resume Examples & Samples

45% Product support, fielding support calls from customers and re sellers
25% Testing and documentation
30% Installation, Training, Demos, Trade Shows Rotate after hours support pager with colleagues. There are approximately 4-8 weeks of travel per year

Technical Support Representative Resume Examples & Samples

Provide day-to-day technical support to bank employees for network infrastructure, internal desktops and thin clients, servers, and software
Account management including adding and deleting users, creating new user accounts, and modifying accounts
Maintain passwords, data integrity, and file system security for desktop and Citrix environments
Communicate highly technical information in layman terms to non-technical users
Recommend hardware and software solutions, including new acquisitions and upgrades
3+ years of experience providing end-user LAN/WAN support required
Experience supporting desktop operating systems: Windows XP/Vista/7 required
Experience supporting MS Office 2003/2007/2010/2013 required
Experience with anti-virus and backups required
Ability to work well with people from various disciplines with varying degrees of technical experience
Team skills, including the ability to establish and maintain effective working relationships both internally as well as externally
Always striving to learn more
Stays up to date with the latest technology
Willing to share knowledge with the rest of the team; takes pride in sharing ideas and knowledge

Technical Support Representative Resume Examples & Samples

Provides day-to-day technical support to employees for network infrastructure and internal desktop systems software and hardware
Installs, configures and troubleshoots desktop systems, workstations, servers and network issues in a heterogeneous environment
Recommends hardware and software solutions, including new acquisitions and upgrades
Ability to verbalize or express complex technical concepts effectively in writing and overall excellent communication and customer interface skills
Self motivated to learn new technology and new ways to deliver support
Shows enthusiasm when providing technical support
Stays up-to-date with the latest technology

Technical Support Representative Resume Examples & Samples

Manage and enhance customer relationships for strategic enterprise accounts
Identifying and influencing the customer’s needs to match customers business requirements with our products and feature capabilities
Provide direct customer support for VIP and non-VIP customers
Manage responsibilities for meeting all internal/external Service Level Agreements and owning the customer experience until resolution
Ability to investigate and troubleshoot our customer's configuration with the following languages: HTML, CSS, JavaScript
Anticipate, identify and troubleshoot potential issues with customer’s infrastructure or product-related issues
Troubleshoot network environments, supporting various operating systems, firewalls, routers and proxies
Coordinate with interdepartmental teams to ensure effective resolution of customer escalations, feature requests, and product-related issues
Manage internal communication in critical situations during and outside normal business hours
Present customers with continuous updates and solution within our SLAs until resolution
Document Support tickets for all customer interactions and inquiries until resolution
Initiate customer interaction regarding new enhancements, product upgrades, and releases
Field live Support calls and address customer and interdepartmental emails regarding escalations until resolution
Work closely with the development team on troubleshooting any issues, providing detailed input to diagnose and resolve client issues

Technical Support Representative Resume Examples & Samples

Discuss with customers (internal and external) technical aspects of product installation, operation and maintenance relative to sales and/or repair considerations
Handle telephone interface using judgments to deal with those, which cannot be handled at first contact and escalate and follow-up appropriately
Handle written customer communications in the form of email and web-chat in support of pre-sale and post-sale customer inquiries
Obtain accurate customer details and amend contact-handling system when applicable
Generation of sales leads from these contacts
May, in the future, handle customer video chat interactions in support of pre-sale and post-sale customer inquiries
Gives interface matrix listed compatibility information to customers on company released products
May handle customer product repair invoicing and assist in preparation of customer service statistics
Check status of repair orders per customer request
Follow up on customer satisfaction survey
Providing excellent customer management inclusive of excellent communications, responsive follow through, and advocacy for customer issues with internal departments
Native language Italian/fluent Spanish, fluent English. Additional languages are beneficial
HBO thinking level
A minimum of 1-2 years of related experience
Good knowledge on Windows & MAC environment and applications
Worked in a technical support position would be a benefit
Experience with Customer relationship management (CRM) systems
Additional technical certification is advantage

Technical Support Representative Resume Examples & Samples

Bachelor's degree in Arts and Sciences, Computer Science, or
1-5 years experience providing software technical support
Deep understanding of client software, operating systems, and computer hardware components - especially the role of video graphics cards
Strong understanding of web application technologies and how they work
Knowledge of 3D modeling or 3D graphics processing a plus

Technical Support Representative Resume Examples & Samples

Provide fast and efficient customer service to business partners, dealers, and internal Spectra Precision teams on GNSS, Optical, Handhelds and Software products
Provide new product input, field-testing and subsequent production release involvement when required
Development of specific technical communications when assigned
Degree in Surveying with 0 to 2 years work experience or
2 to 4 years of work experience as Surveyor
Ability to work effectively and professionally with suppliers and customers under all circumstances
Must be fluent in English with the ability to articulate thoughts verbally and in written form in professional and organized manner. Spanish speaking is a plus
Excellent and demonstrated communication skills, written and verbal, in-person and on phone required
Experience with Spectra Precision products preferred
Some travel required

Technical Support Representative Resume Examples & Samples

Working knowledge of AutoCAD® and/or Revit® experience required
College degree or comparable work experience required
Experience with Trimble field solution products such as Trimble® Robotic Total Station, Trimble® Field Points, Trimble® Field Link, etc. is a plus
Construction industry experience specific to Piping or HVAC installation/estimation preferred
Critical thinking and problem solving skills a must
Analytical and intuitive (capable of following logic and then making the intuitive leap to a solution or root cause)
Ability to think in terms of abstract ideas
Strong communication skills; written and oral
Strong ability with general computer systems troubleshooting
Customer oriented with strong desire to take care of the customers’ needs while following company procedures
High interpersonal/social skills
Capable, preferably thrives in high pressure/time critical environments
Capable of working autonomously or with little guidance
Ability to complete assigned tasks under stressful situations

Technical Support Representative Resume Examples & Samples

Rapidly respond to incoming customer inquiries, focusing on quality and customer satisfaction
Clear and thorough documentation of customer interactions
Support inquiries include questions relating to
Bachelor’s Degree or equivalent experience in a customer solution environment, transportation and/or technology related fields
1-2 yrs. of Customer Support, Customer Training, and/or Help Desk experience
Demonstrated written and verbal communication abilities
Demonstrated proficiency with Microsoft Office (Word, Excel, Outlook)
Demonstrated customer focus and problem solving abilities
Ability to work assigned shift hours
1-2 yrs. experience troubleshooting hardware and/or software, either remotely or onsite
Experience working in a Customer Support Center
Experience working with Mobile Communications
Experience working with Transportation
Accounting or accounts receivable experience is a huge plus

Technical Support Representative Resume Examples & Samples

Knowledge of differential GNSS technology, products and solutions
Ability to exercise judgment within defined procedures and practices to determine appropriate action
Readily seeks opportunities to increase technical knowledge and abilities
Values team work and collaboration
Ability to solve moderately complex problems; explore various alternatives and select appropriate solutions with some guidance to meet project requirements
Must demonstrate and project a high level of energy and enthusiasm
Must be comfortable with learning new computer applications
Fluent in English and Afrikaans languages
Proficiency in any other language (German, French, Portuguese or Spanish) preferred
Diploma in Electrical Engineering(Electronics) required, University Degree in Electrical Engineering(Electronics) or Geomatics preferred
Minimum 2 years’ experience in Tele-sales/Tele-support
Experience with Microsoft Office required

Technical Support Representative Resume Examples & Samples

Organize and maintain Demo/ Training assets in Technical Support Office (TSO) on continuous basis
Troubleshoot, remedy and update all demo MX systems requiring repairs, tuning or TIB’s/ Mod Kits
Take ownership of the “small tools” demo budget; order/ re-supply damaged tools or consumables
Track and report on location of assets through ATS database
Create packing, transfer and/or shipping requests in ATS software management tool for shipping and receiving of equipment
Handle daily shipping/ receiving of demo assets; pack and unpack equipment in and out of cases
Coordinate directly with Sales Directors and their customers to define demo concept of operation, equipment scope and systems configuration
Compile kit list, document MX system configurations to be demonstrated by others
Occasionally design/ fabricate missing ancillary equipment peripherals to support MX product installations on customer vehicle platforms or integrated mission systems
Configure, backup and test MX camera features, options and stability proviso per customer and export requirements
Assist tasked demo technician in validating the proposed integrated system solution prior to customer equipment delivery
Support equipment/ personnel scheduling and logistics for demos
Perform daily safety inspections on all lift/handling equipment
Receive, signoff, and dispense all miscellaneous packages delivered to Kerns for S&M and CSG
Respond to/ direct Customer / Sales Directors inquiries related to MX products
Experience with operating and troubleshooting Wescam MX family of products
Experience in the assembly and/or repair of Wescam MX family of Products
Ability to read and interpret electrical schematics and mechanical assembly drawings
Familiarity with Wescam maintenance software
Experience in the use of test and measurement tools, including multi-meters, oscilloscopes, calipers etc
Familiarity with the use of software/firmware programing tools such as MPLAB and Xilinx
Strong administrative skills with understanding of logistics operations
Knowledgeable in the use of MS-Office software programs
Works proficiently alone or in group setting
Ability to do small group presentations
Community College Diploma in mechanical/electrical technology or equivalent
3 years’ experience in the Maintenance and Repair of Wescam MX family of products

Technical Support Representative Resume Examples & Samples

· Ensure compliance with corporate initiatives and standardization projects
· Ensure compliance and adherence with hardware and software inventory within Corporate Asset Management System
· Provide Desktop, Laptop, Tablet, and Mobile device support
· Provide Windows 7 and Windows 8.1 OS support
· Thorough understanding of Active Directory
· Experience in maintenance and support of various Video Conference Systems
· Provide end user assistance for Microsoft Office 2010/2013 (pending migration to Office 2016)
· Ensure Windows Patching and Security Updates are applied
· Documentation of systems/software/procedures/facilities
· Prioritize and schedule ticket queue. Escalate problems (when required) to the appropriately experienced technician or management
· Where required, administer and resolve issues with associated end-user workstation networking software products
· Receive and respond to incoming calls, tickets, and/or e-mails regarding users issues
· Test fixes to ensure problem has been adequately resolved
· Perform on-site analysis, diagnosis, and resolution of complex desktop problems for end-users, and recommend and implement corrective solutions, including off-site repair for remote users as needed
· Accurately document instances of desktop equipment or component failure, repair, installation, and removal
· If necessary, liaise with third-party support on desktop, laptop, and mobile devices with equipment vendors
· Must be a problem solver, able to multi task and think on the go

Technical Support Representative Resume Examples & Samples

Bachelors degree in Engineering, Physics, or Chemistry or related field
Excellent communication (written/verbal) skills
No specific prior experience required

Technical Support Representative Resume Examples & Samples

Deliver service and support to customers via phone, email, and/or chat
Provide an exceptional customer experience through issue resolution
When issues or resolutions cannot be reached through thinking outside of the box, redirect or escalate by collaborating with team members, developers, and/or sales team
Collaborate with team members
Redirect or escalate issues appropriately when issues are outside of support boundaries or when resolution cannot be confirmed (utilizing all available resources; IT, teammates, supervisor, etc.)
Utilize SalesForce to maintain thorough and accurate documentation of cases
Maintain and continue to develop in-depth knowledge of LOGICnow products and services
High School Diploma required, technical degree preferred
Effective listening, and ability to communicate both verbally and written, professionally
Knowledge of technical support principles and practices
Proficient in Windows operating systems, file structure, registry, and event logs
Basic understanding of networking terms and concepts
Previous experience in sales, sales support, technical, or customer service role required

100

Client Technical Support Representative Resume Examples & Samples

Previous experience in a financial institution is preferred, with a focus on knowledge of cards (i.e. client support, production, chargebacks, adjustments, etc.), ATMs, or network balancing
Prior call center of customer service experience required
High school diploma required, bachelor's degree strongly preferred
Excellent customer service and active listening skills
Excellent communication (verbal and written) skills
Demonstrated experience working well in a close team environment
Strong attention to detail with the ability to multi task and support the needs of multiple clients simultaneously, following up with clients as needed
Ability to make decisions and solves problem that are general in nature and for which there are precedents. More far reaching decisions will be referred to the supervisor/manager
Possess demonstrated ability to determine when to refer issues versus handle them personally
Solid PC (MS Office) skills and the ability to type 35 wpm or greater

101

Technical Support Representative Resume Examples & Samples

Be committed to "being there" for our customers and share our dedication in striving to deliver world class customer service, Technical support, and first call resolution!
Passionately provide technical support and build rapport with a variety of customers and their changing technical requirements
Handle inquiries about repair, replacement, technical problem resolution and connectivity
Analysis of issues with telecommunication equipment and/or devices and associated desktop software
Trouble shoot the required resolution; including, account provisioning, device functionality, device configuration, application support, software downloads, network connectivity by escalating internal, and vendor issues
Complete accurate transactions with a sense of urgency and an eye for detail
Take appropriate action to efficiently resolve issues
Take accountability to solve issues from beginning to end
Receive and incorporate feedback to improve personal and business performance
Proactively profile customer needs and match our products and services to those needs
Secondary language to English an asset
Post-secondary education in a computer-related environment or comparable work experience
Post-secondary diploma/degree an asset
Available to work a flexible schedule including evening, weekends, and holidays shifts
Excellent active listening and communication skills
Customer Champion: Passionate about providing world class customer service
Passionate about the telecommunication industry and technology
Ability to multi-task (navigating between multiple screens, while effectively carrying a conversation)
Must be computer literate (strong keyboard & internet navigation skills, basic math skills, etc.)
Dedicated to go above and beyond to deliver exceptional service to our customers while building strong relationships and answering technical service inquiries
Proven past experience in a customer service or technical support role preferably in a call center
Proven ability to resolve customer issues in a professional and timely matter
Thrive in a fast-paced, highly competitive environment
Thrive to meet or exceed Call Centre monthly performance objectives including call handle time, problem resolution and schedule adherence
Bilingual (English and French) is considered an asset

102

Technical Support Representative Resume Examples & Samples

Assist customers with account setup, configuration, troubleshooting and billing inquires
Ability to investigate and troubleshoot customer's configuration with the following languages: HTML, CSS, JavaScript
Communicate effectively with customers, team members, and other internal departments to ensure effective resolution of customer escalations, feature request and product related issues

103

Technical Support Representative Resume Examples & Samples

A solid understanding of IT infrastructure, including Windows OS, PC hardware and software, network protocols and design, Internet connectivity, and general network routing
Prior experience delivering customer support or client relationship management
Previous experience working in a technical role
An aptitude in multitasking
Exceptional communication skills with the ability to remain calm under pressure
Knowledge in mobile devices and Mac OS is a plus

104

Client Technical Support Representative Resume Examples & Samples

Under general supervision answers questions and resolves client issues relating to the eServices and other related products
Accountable for metrics on which their performance will be based
Self-motivated individual that is eager to learn and provide support
Strong organizational, interpersonal skills, client skills, communication skills (both written and verbal) are required as well as being a team player
Occasional weekend work is required as well as after hours if production issues occur
Background in banking operations and/or ACH processing preferred
Previous experience in a call center and/or fast paced environment

105

Field Technical Support Representative Resume Examples & Samples

Relevant printer product/company knowledge
Ability to gather relevant information systematically and to solve problems, identify needs, develop and propose solutions
Assist the customer with basic product familiarization training on device features during routine preventative maintenance or break/fix engagements
Must have a clean driving record. Company car provided

106

Client Technical Support Representative Resume Examples & Samples

2 + years’ experience working with application support or within the financial services industry
Requires an overall understanding of the work environment and process, with working knowledge of the organization and intermediate level of technical skills necessary for completing assignments
Proficiency with computers and related office equipment is a must. Must be proficient in Microsoft Office: Outlook, Excel, Word, and PowerPoint
Proven ability to work independently and to multi-task in a fast-paced environment
Sufficient knowledge of Fiserv products and systems and/or the financial services industry to provide advice or analysis that may influence associates and clients use and disposition of resources
Must be able to make routine decisions and solve general problems, and know when to refer more complex or far-reaching decisions to higher level Support staff
Knowledge of specialized or technical terminology related to assigned product lines preferred
Knowledge in Ad-hoc report writing a plus

107

Technical Support Representative Resume Examples & Samples

Makes attempts to resolve issues and deescalate issues of irate or dissatisfied clients
Phone related customer service
May require client specific bilingual language requirement, as necessary
Mental Acuity
Confident/Assertive

108

Technical Support Representative Resume Examples & Samples

Minimum of one year previous customer service experience resolving customer inquiries of a non-technical nature in a face to face, phone or chat environment
Must be authorized to work in the US
Strong proficiency in computers with an emphasis on Internet connectivity and networking
Knowledge of how to use a phone in an ACD environment
Function as a team player in peer relationships
Availability to commit to flexible work schedule
Must have a valid driver's license and a clean driving record
Must be able to pass a criminal background check and drug test

109

Technical Support Representative Resume Examples & Samples

Hardware
Wireless communications
OTAP (Over-the- Air-Programming)
Account management (billing)
Upgrades
Online orders
Industry events
Willing to fiercely advocate on behalf of and represent the Voice Of The Customer
Research and prepare detailed escalations to second level support which includes Wireless
Communications, Customer Managers, Integration Services, 3rd Party Partners and Leadership
Review, manage and follow up on open issues as needed
Project work that includes long and short term initiatives
The ideal candidate should possess excellent written and verbal business communication abilities with demonstrated analytical and problem solving skills
In this fast paced environment work volume quickly fluctuates and a high degree of organization with focus to detail is critical for achieving success in the position
1-2 yrs. of Customer Support and/or Help Desk experience
1-2 yrs experience troubleshooting hardware and/or software, either remotely or onsite

110

Technical Support Representative Resume Examples & Samples

Be committed to "being there" for our customers and share our dedication in striving to deliver world class technical support and first call resolution
Take appropriate action to efficiently and innovatively resolve issues
Interact with customers via telephone providing first level technical support and represent the Rogers Smart Home Monitoring brand with pride
Adhere to regular, consistent and punctual attendance best practices. Must be able to work nights and weekends
Passionately provide technical support and build a rapport with a variety of customers and their changing technical requirements
Analyze issues associated with telecommunication equipment and/or mobile devices and associated desktop software
Troubleshoot, escalate and resolve technical scenarios related to account provisioning, device functionality, device configuration, application support, software downloads, network connectivity and vendor issues
Receive and incorporate constructive feedback to improve personal and business performance
Available to work a flexible schedule including evening, weekends, and holiday shifts
Open availability to attend our Full-Time training program during the mornings, evenings, and weekends
Possess strong written and verbal communication skills
Passionate about the telecommunication industry, home automation, and technology
Dedicated to going above and beyond to deliver exceptional service to our customers while building strong relationships and answering technical service inquiries
Ability to excel in a fast-paced, highly competitive environment
Proficiency in resolving customer issues in a professional and timely matter
Capable of meeting and exceeding Call Centre monthly performance objectives including call handle time, problem resolution and schedule adherence

111

Technical Support Representative Resume Examples & Samples

In depth knowledge of Windows operating systems
Knowledge of workings of digital services on tablets (iPads/Learnpads)
Great team player with ability to deal with changing call volumes and priorities
Knowledge of school network systems/managed networks (preferably (RM, Winsuite etc)
Good analytical and problem solving skills Up-to-date technical knowledge Good interpersonal and customer care skills

112

Technical Support Representative Resume Examples & Samples

Talks to customers over the phone, email, online chat or social media to resolve their questions or concerns
Maintains and updates customer information as necessary
Up-sells to customers as necessary

113

Technical Support Representative Resume Examples & Samples

Should possess general working knowledge of Fire Systems, and some field experience working on EST products
Should possess good verbal and written communication skills
Must be able to work flexible schedules
Proficient in Microsoft Office programs Excel, Word and Power Point
Should be able to work with limited supervision and produce desired outcomes
Should possess strong interpersonal skills
Must be willing to take a drug test and submit to a background investigation as part of the selection process
Must have unrestricted authorization to work in the United States
Must be willing to work out of an office in Bradenton, Florida
Demonstrate an ability to use a Multi-meter
Some experience working in a Technical Support role is a plus
Possess general knowledge of National Fire Protection Agency codes
National Institute for Certification in Engineering Technologies (NICET), Level 1 certification is a plus

114

Technical Support Representative Resume Examples & Samples

Candidate must possess intermediate knowledge in Fire and/or Sound & Communications systems, and a minimum of 3 years experience in technical/customer support
Candidate must be able to communicate effectively both verbal and written to customers and team members
Candidate must be able to work flexible schedules and able to travel to customer sites
Candidate must be able to work with limited supervision and generate results with limited instructions
Candidate must be able to participate in after hours “On-Call” support program
You must submit your application for employment through UTCF&S Careers Site to be considered
You must be 18 years or older
You must be willing to take a drug test as part of the selection process. You must be willing to submit to a background investigation as part of the selection process
You must have unrestricted authorization to work in the United States
You must be willing to work out of an office in Bradenton, Florida
Demonstrate the ability to use an Oscilloscope and Multi-meter
Proactive thinker/self-starter
Knowledge of National Fire Protection Agency codes
National Institute for Certification in Engineering Technologies (NICET)
Network+ Certified

115

Technical Support Representative Resume Examples & Samples

Responds to users problems by listening, clarifying, and responding within the scope of responsibility
Record daily calls and all appropriate information in service ERP system. Provide technical support for Order Entry, Customer Service, and other Thermo Fisher Scientific personnel regarding product complaints, inquiries, availability, and catalog numbers
Troubleshoot, investigate, repair, and document customer complaints of physical inventory within the department for quick turnaround
Evaluate and Implement Process Improvements
Participate in team coverage of on-call during non-business hours
3-5 years of Technical Phone Support or Customer Service experience preferred
Knowledge of Anatomical pathology, or general laboratory services is strongly desired
Demonstrated computer skills required to include Windows environment. ERP (JDEdwards) computer experience strongly preferred
Ability to work in a team environment, and must be customer focused with appropriate sensitivity and sense of urgency for customer issues
Ability to work independently, troubleshoot, and triage customer concerns
Demonstrated computer skills required to include Windows environment. (MS Office) ERP computer experience strongly preferred
Critical thinking and logical troubleshooting skills
Ability to facilitate and lead work groups
Strong Organizational and interpersonal skills

116

Field Technical Support Representative Resume Examples & Samples

Responsible for the delivery of all the operational services to the customer according to Service Level Agreements
Monitors the customer environment and drives support delivery transformation based on the evolution of delivery capabilities
Ensures consistent service delivery performance with defined quality standards, based on contractual obligations
Recognized as customer’s focal point for service/support related issues
Perform on-site installations, break fix repairs, customer training, and configuration of HP Scitex printing equipment
Diagnose and resolve problems related to hardware, software and workflow on customer sites
Perform on-site customer training for the operation and proper maintenance of HP Scitex digital printing equipment
Proactively and reactively look for solutions to prevent problems from occurring at customer sites
Perform machine-specific calibrations on customer sites including voltage uniformity tests, color registration and print head calibration
Advice customers on proper settings, file formats, etc. in graphics software for compatibility with HP Scitex printing equipment
Analyze customer workflows and advise them on improvements that can be made to increase efficiency
Perform maintenance and troubleshooting on HP Scitex equipment
Prepare weekly reports for management regarding visits to customer sites, work performed
Submit Customer Service Tickets following each on-site engagement
Complete expense reports and submit timecard reporting weekly
Bachelor's Degree in Electrical, Electronic, Robotic or Mechanical Engineering
Experience includes two or more years of field service support (e.g., corrective and preventive maintenance, installation, training to end user, etc.)
At least two years’ experience in digital printing equipment or in the digital printing industry
Experience with pre-press application, RIP support, color management and training is highly desirable
Strong Customer interaction skills
Ability to work independently on assigned tasks
Customer service oriented, punctual and reliable
Ability to manage complex customer problems
Ability to travel with minimal notice
Travel is extensive and can range from 25-75%

117

Technical Support Representative Resume Examples & Samples

Ensure on meeting daily Key Performance Indicators
Receiving end user calls
Provide first level resolutions
Provide excellent verbal and written customer service for commission based agents being mindful of the financial services producer environment
Ticket creation/Categorization / Prioritization
Ticket escalation to respective Support Group
Incident resolution and recovery
Ticket Closure
Excellent written and verbal communication skills in English
Excellent troubleshooting skills, search skills, ability to approach problems logically
Technology support and/or programming experience highly preferred
Basic understanding of financial services sales and agent/callers’ perspective as they working in an commission based producer environment
Customer service aptitude
Customer service orientation and ability to work in a team
Exceptional interpersonal and communication skills and ability to build rapport
Strong keyboard and typing skills
Salesforce Knowledge/Certification preferred
Bilingual Requirements: Spanish and/or Portuguese
Bachelors or Associates Degree
SFDC Certification

118

Technical Support Representative Resume Examples & Samples

Advanced user skills in Microsoft Excel (formatting, pivot, complex formulas, conditional formatting, data validation, etc.) Typing 60 WPM
Skills required: 0-2 years Telecom experience; knowledge in Samsung, Ericsson, Lucent wireline or wireless
Must be able to work in a 24x7 environment including weekend/holidays

119

Technical Support Representative Resume Examples & Samples

From 5 to10 years of experience in concrete construction
Technician or engineer background, in design&detailing or construction site
Fluency in English and in French
Good communication and knowledge sharing skills

120

Client Technical Support Representative Resume Examples & Samples

Minimum 1 year of customer service experience; preferably call center environment
Financial Services experience a plus, but not required
Intermediate proficiency with PC/Windows related software (MS Office) required
High ability to multi task and manage multiple products on multiple systems
Excellent organizational skills and attention to detail required
Strong critical thinking / problem resolution and follow up skills
Ability to spend majority of the day engaged in telephone discussion with customers
Excellent interpersonal skills including ability to maintain professional presence at all times
Ability to interface with all levels associates and managers for both internal and external customers
Must be able to work in a fast-paced environment, with daily processing efficiency requirements
An understanding online banking and/or basic helpdesk knowledge very helpful
Ability to work effectively with minor supervision
Must be able to thrive under pressure
Experience delivering customer service to both a B2B and B2C customers ideal
Experience in a banking or financial services environment a plus, but not required
Bilingual (Spanish/English) speaking skills a plus

121

Technical Support Representative Resume Examples & Samples

Provides day-to-day technical support to customers for Point of Sale systems, software and hardware
Installs, configures and troubleshoots Point of Sale Systems in a call center environment
Maintains passwords, data integrity and file system security for the Point of Sale

122

Technical Support Representative Resume Examples & Samples

Good in Comprehension
Empathetic
Committed to Quality
Critical thinking

123

Technical Support Representative Resume Examples & Samples

Effectively handle phone calls, emails, and chat sessions from customers who are experiencing problems with our products
Asking clarifying questions, gathering information; researching, locating answers and providing information to client
Help customers by providing answers to questions about our software applications
Share information with other team members on how problems or issues were solved
Post relevant information in the knowledge database
Maintain constructive relationships with customers
Bring to the attention of the manager any recurrent issues/inquiries
At least 2 years of work experience in basic software troubleshooting
Basic accounting and/or automotive dealership experience is desirable
Experience in Enterprise software support and in automotive dealership operations, parts, service, business office accounting/payroll is preferred
Good problem solving skills
Basic computer skills - especially with PC's in the Windows environment
Good communication skills/Phone skills
Strong people interactive skills
Ability to work against deadlines
Ability to handle pressure well
Works well with little supervision

124

Technical Support Representative Resume Examples & Samples

Provide expedited repairs to support Factory Service Center’s efforts to meet departmental goals on turnaround time for all repairs
Min. 6 months of related work experience. Lens repair experience preferred
Candidate must be able to lift min. 50 lbs. with assistance

125

Technical Support Representative Resume Examples & Samples

Answer inbound calls from customers, internal or external, regarding trouble repair for Windstream product and services
Utilize and navigate in multiple systems to verify customer services to perform trouble isolation and repair of service
Provide excellent customer service and professionalism to a wide range of customers
Ability to accept and implement coaching and feedback in order to achieve individual or team performance objectives
Recommend products that enhance or resolve a customer’s issue
Phone Skills
Quality Focus
Problem Solving Skills

126

Technical Support Representative Resume Examples & Samples

Handle incoming requests from the customers to ensure prompt resolutions of the queries resulting in complete satisfaction & acceptance
Efficiently gather complete information to access and fulfill customer needs
Proactively educate the customer on preventive measures to avoid raising similar queries in future
Offer a win – win proposition while adhering to Client company policy
Communicate effectively and professionally with internal and external customers to resolve questions and issues
Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience
At least high school graduate with or without work experience

127

Technical Support Representative Resume Examples & Samples

Accountable for closing simple to moderately complex customer inquiries (through voice, emails or chat), able to customize canned responses
Adapts existing methods and procedures to create possible alternative solutions to complex software and hardware issues
Understands the strategic direction set by senior management as it relates to team goals
Uses considerable judgment to determine solution and seeks guidance on complex problems with SME or TC
High School graduate
Fresh graduates are welcome to apply
Willing to be assigned on graveyard & shifting schedule
Experience with the BPO industry is a plus

128

Technical Support Representative Resume Examples & Samples

Provide exemplary client support and technical issue resolution via phone
Provide exemplary client support and technical issue resolution via email as needed
Maintain strong knowledge on supported products
Meet performance objectives in call quality, customer satisfaction surveys, and call handling
Provide timely follow up on outstanding client issues
Effectively communicate and interact with staff assigned to assist in resolving client issues
Facilitate general web-based sessions to aid new customers in implementing CS software
Assist with Customer Service queues and Service Reception as needed
Strong call handling soft skills
Strong software and hardware troubleshooting skills
Ability to self-manage and work as a contributing member of a team
Ability to stay motivated in a fast paced, high pressure environment
Strong research and problem solving skills
Ability to quickly learn and master technical or complex information

129

Technical Support Representative Resume Examples & Samples

You have at least a high school diploma or GED
You have at least three months of previous customer service experience
You have excellent verbal and written communication skills
You are comfortable working on a computer while simultaneously talking on the phone
You are a self-starter, are motivated, and have a passion for helping customers

130

Technical Support Representative Resume Examples & Samples

Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)
Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer
Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
Maintain basic knowledge of client products and/or services
Prepare complete and accurate work including appropriately notating accounts as required
May offer additional products and/or services
Track, document and retrieve information in call tracking database
May respond to customer inquiries by referring them to published materials, secondary sources or more senior staff
High school diploma with three to six months of relevant experience preferred
Courteous with strong customer service orientation
Strong computer navigation skills and PC Knowledge
Ability to effectively communicate, both written and verbally
Dependable with strong attention to detail
Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly
Tolerance for repetitive work in a fast-paced, high production work environment
Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner
Ability to rotate shifts, as needed
Based on location and/or program, additional experience/skills may be required
Job requirements may vary by country and will not contravene any local laws

131

Technical Support Representative Resume Examples & Samples

Possess the technical aptitude to diagnosis/troubleshoot and resolve critical business IT issues
Able to document clear and concise problem tickets accurately depicting the scope of the issue and outcome
Strong interpersonal skills in responding to different levels within the organization
Ability to communicate directly with non-technical audiences on system use
Adapt quickly to new technologies and changing business requirements
Thrives in a high stress environment and exhibits poise in all situations
Ability to multi-task through multiple proprietary tools with exceptional efficiency
Collaborates well in team environment
Advocates for the customer

132

Technical Support Representative Resume Examples & Samples

Documents problems, completes problem tickets and requests information in the support tools
Maintains knowledge with accurate up-to-date information relating to current policies, procedures, and troubleshooting techniques
Must effectively manage call workload
Provide superior customer support by analyzing, diagnosing and resolving problems and request within service level agreements
Required to meet certification requirements and performance standards including
Calls handled per shift
Schedule Adherence/Utilization
Average QA Score
1st Call Resolution
Troubleshooting Accuracy
Top Block Customer Satisfaction

133

Field Technical Support Representative Resume Examples & Samples

Interact with Customer to ensure Customer satisfaction following established procedures
Perform installations, reinstallations, maintenance, and repairs on Customer equipment
Deliver standard services
Ability to gather relevant information systematically, and identify needs and solve problems following the instruction

134

Technical Support Representative Resume Examples & Samples

Networking technologies such as TCP/IP, Routing, ARP, DHCP
Intermediate Windows knowledge and support, including Active Directory
Advanced knowledge of common open source apps such as SendMail, postfix, openLDAP, iptables etc
Foreign language fluency a definite plus!
Common Initial technical certificates apply: o CompTIA / Cisco / SANS certificates AA or higher collegiate course work
Ability to type 40+ words per minute
Excellent and professional verbal and written communication skills

135

Technical Support Representative Resume Examples & Samples

Proficiency in Linux
Proficiency in PHP
Experience in fault isolation and root cause analysis to diagnose and solve complex technical issues
Routing and switching technologies
Familiarity with backup routines relating to industry best practices
Database management including MySQL, Postgres, and NoSQL
Thorough understanding of TCP/IP
Protocols including DNS, NTP, DHCP, VRRP, VLAN, PKI, BGP, DHCP, HTTP, and NAT
Firewall configuration principles and port forwarding
Access control procedures including Active Directory, RADIUS, RSA SecurID, and LDAP
Web-based threat and malware protection
Understanding of the OSI model, IEEE standards, and networking
Mid-level knowledge of computer hardware, software and peripherals
VPN technologies including IPsec, GRE, and SSL
Intrusion prevention and detection techniques
IP and ARP spoofing protection techniques
Understanding of WAN optimization, traffic shaping, Quality of Service (QOS), and uplink balancing
Familiarity with encryption algorithms including AES128, AES256, DES, 3 DES, and Blowfish
Exceptional telephone etiquette
Persistence and attention to detail
Exceptional problem solving and troubleshooting skills
Effective communication skills including comprehension, written and verbal skills
Ability to work independently with minimal management supervision, as well as part of a team
Exceptional customer service skills and dedicated work ethic
Possesses professional and courteous demeanor
Dedication to customer support and satisfaction
Works well individually, as well as in a team environment
Ability to multi-task and prioritize assigned tasks in a fast paced environment
Ability to quickly adapt to changing circumstances, direction and strategy

136

Client Technical Support Representative Resume Examples & Samples

Excellent attention to detail required
Strong critical thinking / problem resolution skills
An understanding of basic helpdesk knowledge very helpful
Experience delivering customer service to both B2B and B2C customers ideal

137

Client Technical Support Representative Resume Examples & Samples

Firewall Team
Install team
Developers
High proficiency with PC/Windows related software (MS Office) required

138

Technical Support Representative Resume Examples & Samples

Responds to incoming candidate or test center technical support requests
High School Diploma or GED required, some college preferred
Minimum of 1 years' experience in telephonic technical support required
Minimum of 1 years' experience in end user (B2B/B2C) software systems support required
Certifications MCSE and A+ highly preferred
Mon-Fri 6 am - 3 pm MST or
Mon-Fri 7 am - 4 pm MST or
Mon-Fri-8 am-5 pm MST
Ability to solve problems and utilize critical thinking skills

139

Technical Support Representative Resume Examples & Samples

Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
Respond to queries either in person or over the phone
Write training manuals
Train computer users
Maintain daily performance of computer systems
Respond to email messages for customers seeking help
Ask questions to determine nature of problem
Walk customer through problem-solving process
Install, modify, and repair computer hardware and software
Clean up computers
Run diagnostic programs to resolve problems
Fluency in English is a must
Bilingual candidates highly desired
In depth knowledge of PCs, operating systems, networking and applications to be able to quickly and effectively help users with their problems
Proven systematic and logical problem solving ability
Experience within a call center environment
One or two year computer diploma from a technical institute or a non-technical University degree with some formal training in particular products or technical areas
One or two years of helpdesk support or equivalent
Good interpersonal skills such as effective listening, empathy, patience, and the ability to carefully walk a user through problem resolution steps remotely
Aptitude to troubleshoot problems under pressure, and the ability to defuse excited and sometimes irate users or customers
Ability to work well with other departments in a team environment
Well-developed organizational and extensive follow-up skills are a must
Ability to handle and keep up with constant changes to products, policies, and maintain procedures
Use of Remote Desktop Software
Ticketing and knowledgebase system use
Strong Microsoft operating systems experience
Strong understanding of printers and networking
Mon-Tue-Wed - Fri -Sun 1:30p to 10p off Thu and Sat

140

Technical Support Representative Resume Examples & Samples

Technical support and training for Brady's customers, distributors, and international and domestic sales personnel
Strive to maintain call response objectives set forth by the Technical Support Supervisor
Regular and consistent feedback from end-users and distributors will be passed on though the appropriate marketing managers
Suggestions for product improvements will be expected
All department personnel will constantly upgrade skills to keep pace with products within their responsibility
Company and division safety policies are understood and followed, as well as general housekeeping procedures
Teams and task forces, of which the individual is a member, contribute to department or divisional goals
Job specific training is provided at intervals agreed upon by the Technical Support Supervisor
The division's proprietary and confidential information is recognized and protected. Maintain service levels established by the Technical Support Supervisor. Help maintain technical integrity and timeliness of the Product Information Database (Knowledgebase)
Demonstrate effort and initiative towards achieving and maintaining the "World Class" status for Brady America
Technical College coursework related to Computer Science
Must have experience in a Customer Service or Support function
Associate degree desirable
Knowledge of Operating System and Networking is desirable
Bi-Lingual in Spanish or French is a plus

141

Technical Support Representative Resume Examples & Samples

Excellent people skills and the ability & interest to develop great relationships with our customers
Experience in telephone and email customer service
Ideally proven experience or knowledge of how to support customers with their technical queries
A positive attitude towards learning new tasks and undertaking any systems training, adapting to change and multi tasking
Experience of using databases
Excellent Communication Skills and Telephone manner
Proven Customer Service experience
'Can do' attitude, initiative and genuine commitment to customer service
Ability to assist customers with technical queries
Call Centre experience

142

Technical Support Representative Resume Examples & Samples

Competitive compensation package including regular performance bonuses
Medical and dental coverage plus life insurance options
Immerse in personal development programs and continued skill enhancement through proprietary training
Engage with your colleagues and build friendships through exciting promotions, events and activities
As a Technical Support Representative you will be required to handle inbound phone & email inquiries from customers based in China. You will be expected to help the customers troubleshoot computer peripheral products, as well as provide superior customer service for general inquires

143

Technical Support Representative Resume Examples & Samples

To resolve customer complaints via phone, email, mail, or other media
Use telephones to reach out to customers and verify account information
Greet customers warmly and ascertain problem or reason for calling
Assist with placement of orders, refunds, exchanges; cancel or upgrade accounts
Take payment information and other pertinent information such as address and phone numbers; provide company information & services
Answer questions and suggest solutions in relation to products and services
Inform customer of deals and promotions
Ensure active and appropriate engagement on the continuous improvement opportunities
Open to Filipinos who can speak Korean language or Korean citizens who are 13-A Visa holder
Fluency in Korean both spoken and written
Good understanding of computers including Windows based programs, USB’s and Internet Explorer
Strong interest in technology, gaming and entertainment systems
Must enjoy working with different types of people and cultures
Passion for and commitment to delivering the best support experience
Excellent soft and interpersonal skills
Strong e-mail, word processing, and web usage skills
Has completed at least 2 years of college in any course (without back subjects)
Excellent verbal and written English communication skills
Previous customer service experience is a plus!

144

Technical Support Representative Resume Examples & Samples

Knowledge of principles and processes for providing good customer service. This includes customer needs assessment and meeting quality standards for service
Active Listening & Problem Solving Skills - giving full attention to what the customer is saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times
Excellent English Communication & Interaction Skills — conversant in English and can convey information effectively
Service Orientation — Proactively looks for ways to help people; Ability to be polite, have confidence, and use diplomacy in difficult situations
Able to set priories and multi‐task
Detail-oriented and customer-focused

145

Technical Support Representative Resume Examples & Samples

Analyzing call logs so you can spot common trends and underlying problems
An ability to assess each customer IT knowledge levels
Good analytical and problem solving skills - giving full attention to what the customer is saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times
Good interpersonal and customer care skills
Complete at least 6 months to 2 years of college without back subjects
Previous customer service / technical support experience is a plus!

146

Technical Support Representative Resume Examples & Samples

Answers customer/client requests or inquiries concerning services and products and reports problem areas
Utilizes various systems and tools to initiate to assist and service customers
Continually maintain working knowledge of all company products, services and promotions
Make recommendations according to customer's needs
Utilize operational systems to process purchases of all products and services
Administer system functions on all opening, closing, and balancing procedures to according to finance guidelines
Troubleshoots and resolves customer impacting issues such as but not limited to voice & data issues that span multiple networks and interdependent network elements, considering network conditions, connectivity, devices, applications, and provisioning. (Note: The skill and knowledge required will change with technology and application innovations.)
Provides support for products and services offered by the Company
Assists customers with products and services such as but not limited to laptop connect services including air cards, USB devices, initial set-up, configuration of Client provided software & applications
Handles less routine & repetitive matters and more complex troubleshooting scenarios
Identifies, tracks & trends issues to assist in root cause elimination
Proactively engages T3 support (network and IT) to address & resolve issues
Engages third party vendors and suppliers as needed to address service faults & provide customer resolution
Remains proficient in all billing, rate plan and feature matters
May support emerging technologies until matured or until tools & technology enable mainstream support at CSR1
Resolves issues resulting from direct inbound customer calls, transferred callers including calls from other CSRs, trouble tickets or escalations
Good Troubleshooting Skills
Good knowledge of computers
Typing Speed of minimum 25 wpm
Knowledge of Android Devices and Cell phones is a plus
Technical knowledge is a plus

147

Technical Support Representative Resume Examples & Samples

Work with customers to identify service-related needs and offers the most appropriate solutions providing world-class customer service
Diagnoses and resolves basic network and modem functionality issues
Provides solutions for customer repair problems or formulates trouble reports
Schedules a technician dispatch for on-site service calls when necessary
Demonstrated interpersonal communication skills for communicating with customers
Training is approximately 5 weeks - includes classroom and on the job. Classes are Monday – Friday and this training is mandatory and requires 100% attendance
Excellent interpersonal, communication and listening skills
Ability to multi-task in a Microsoft Windows environment and utilize multiple programs for troubleshooting

148

Technical Support Representative Resume Examples & Samples

Work with customers to identify service-related needs, and to offer the most appropriate solutions; providing world-class customer service
Walk customers through common hardware and software configurations to maximize service functionality
Interface with customers over the phone providing status updates and ensuring service has been restored
Schedule a technician dispatch for on-site service calls when necessary
Escalate appropriate technical issues to Tier 2 Technical support when needed
Ability to work flexible hours including evenings, weekends, holidays and overtime, is required

149

Technical Support Representative Resume Examples & Samples

To make themselves available to receive calls for a minimum of 80% of their on-line time
Troubleshoot simple to complex technical issues with customers with a positive and knowledgeable approach
Adjust your approach to all levels of customer experience
Wow customers by listening attentively to their needs, gain agreement on the resolution and bring the issue to conclusion
Analyze information to determine the path of resolution
Teach and educate customers on support options, and the steps being taken to resolve their issue
Demonstrate a high level of customer service when helping a customer and if necessary, to escalate “hot” issues to a more experienced agent
Logging of calls from customers onto a database and following escalation procedures to resolve problems or issues
Communicate positively with team members, customers, and other partners
To provide feedback on a daily basis to the Team Manager regarding new emerging issues that have been discovered
Be a confident and enthusiastic communicator
Have strong organizational and administrative skills
Be a self-starter who is motivated and innovative
Have a high stress tolerance
An appreciation of the IT environment
A high level of computer literacy
A knowledge of hardware principles
Experience of working in a pressurized, target driven environment
A strong “hands-on” background in a similar environment
Volt is a equal opportunity employer

150

Technical Support Representative Resume Examples & Samples

Strong problem solving skills; gathers and analyzes information skillfully
Excellent written and verbal communication skills, especially the ability to listen and comprehend effectively
Capable of managing difficult or emotional customer situations and building rapport
Ability to understand and escalate issues efficiently and appropriately
Prioritize effectively within tight schedules and a fast pace environment
Enthusiasm and positive attitude in context to the role

151

Technical Support Representative Resume Examples & Samples

Resolve questions or problems in areas of system configuration/setup, browser/application compatibility, online product functionality and bugs/errors
Resolve technical inquiries by clarifying desired information
Researching, locating, providing information, and forwarding requests to appropriate escalation path
Troubleshooting in order to assist customers with the most accurate and timely response to their technical support issue(s)
Keep equipment operational by following established procedures and reporting malfunctions
Update job knowledge by participating in educational opportunities
Enhance organization reputation by accepting ownership for accomplishing new and different requests and exploring opportunities to add value to job accomplishments
Customer focus and service skills
Objectivity, dependability, multi-tasking, computer and online application skills
Education and experience
Preferred candidate must have at least one year of experience in technical support and/or customer service environment

152

Technical Support Representative Resume Examples & Samples

Answer phones and/or emails professionally
Respond to customer inquiries
Research required information using available resources
Handle and resolve customer questions, issues and complaints according to required service levels
Process RMAs, orders and do internal follow-up as necessary to ensure we deliver on our promises and any service level agreements
Identify and escalate priority issues
Route calls to appropriate resources and staff
Follow-up customer calls where necessary
Complete call reports
Support creating activity reports on call center cases
Troubleshoot all elements of a digital cinema deployment (projector, media player, automation, server, switches)
Ability to write knowledge base articles
Experience configuring managed switches
Flexible to work the Graveyard Shift
Experience troubleshooting proprietary systems with limited documentation
Fluency in English, written and oral
Fluency in Spanish, written and oral, REQUIRED
Exceptionally customer oriented, reliable judgment, problem solving skills
Excellent project management skills; ability to get things done
Ability to multi-task with exceptional attention to detail
Ability and motivation to take initiative as an advocate of our customers to others
Ability to clearly communicate actions necessary and to influence broad spectrum of stakeholders on behalf of the customer
Excellent interpersonal skills; able to work with many different teams and cultures
Self-starter with pride of ownership
Capable of handling medium to high levels of stress and retain resilience
Knowledge of digital cinema market, products and value proposition
Ability to produce quality deliverables
Expert computer skills (MS Office) and demonstrated comfort with computer and other hardware (i.e., servers, switches, etc)
Basic knowledge of IP and experience with local area networks (e.g., set up and configuration)
Ability and means to travel on a flexible schedule as needed; proof of liability and property damage insurance on vehicle used. Approximately 10% travel
Ablility to lift up to 50 pounds as needed
Associates degree in IT or Electronics or equivalent training
2-3 years of experience in customer service, technical services support, digital cinema environment
Familiarity or demonstrated comfort using call center and ERP tools (e.g., Salesforce.com)
Electronics experience a plus

153

Technical Support Representative Resume Examples & Samples

Provides advanced post-sales technical support via the email & chat for Smart-UPs products and accessories
Assists in technical escalations from CSRs and TSRs
Works as a Subject Matter Expert supporting less experienced team members
Ensures every interaction creates the optimal customer experience
Assists potential customer with product selection and configuration

154

Technical Support Representative Resume Examples & Samples

Bachelor’s Degree Preferred, Not Required
6 years customer support experience, preferred
Healthcare background
Experience in computer scripting or programming that may include formal language or scripting experience (ie PHP, Perl, Bash, Shell Scripts, etc.)
Experience or exposure to SQL Select statements used to query databases
Experience with medical practice management systems, preferably EPIC, NextGen, IDX Flowcast, or IDX Groupcast. Technical experience and Support/Call Center experience with one or more of these practice management systems preferred
Outstanding customer service attitude required
Ability to establish positive relationships with external and internal customers at all business levels
Superior interpersonal communication skills, flexibility and responsiveness
Strong attention to detail and accuracy are required
Works well in a team oriented structure to achieve goals

155

Technical Support Representative Resume Examples & Samples

Function as the first point of contact for users and provide Tier 1 support and service via telephone, email, and web chat for Incidents, Service Requests, and inquires related to various technologies including PCs, mobile devices, peripherals, telephony, software applications, and network infrastructure
Efficiently and accurately log, prioritize, and categorize all Incidents and Service Requests from all channels into the ITSM system, including those submitted by end users via the self-service portal and/or email and, if necessary, perform callbacks to get clarifications or to work on resolution
Provide first-line investigation and diagnosis of all incidents by performing basic hardware and application troubleshooting and, utilizing the IT Service Desk Knowledge articles and other resources to find a solution
Assign unresolved Incidents and Service Requests to the appropriate Tier 2 Support Group if unable to achieve first-call resolution in a timely manner
Escalate Major Incidents immediately to the Incident and/or Problem Manager
Document Incident and Service Request descriptions and resolutions clearly and flag any resolutions for review that may be candidates for Knowledge articles
Associate Incidents and Service Requests with other ITSM records (i.e. Changes, Problems, Knowledge articles, Known Errors, etc.) when appropriate
Keep users informed about their Incident and Service Request status at agreed intervals, verify resolution with users, and close Incidents and Service Requests in the ITSM system
Follow all IT Service Desk processes and procedures by which Incidents, Service Requests, and inquiries are received, categorized, prioritized, escalated, and resolved
Provide excellent customer service to the IT Service Desk customers
Organize and perform inventory of depot equipment
Test and repair equipment
Entry Level 0+ years of IT Service Desk experience
Basic knowledge of PC and mobile hardware, telephony, software applications and peripherals
Working knowledge of PC networking is preferred but not required
Good interpersonal skills and strong customer service orientation
Ability to analyze and problem solve

156

Field Technical Support Representative Resume Examples & Samples

Perform PC, laptops and printer repair on the road
Provide post-sales or service delivery support and solve applications problems for remote or local accounts, on standard and specialized systems, provide direct post-sales systems technical support to end users and HP Authorized Service Providers
Solve technical problems on an assigned hardware and software platforms
Use proactive monitoring procedures/tools to identify problem prevention opportunities
Accountable for company policies and procedures to complete a wide variety of internal and Customer facing tasks
System level technical knowledge effecting customer business level availability Independent judgment exercised affecting HP escalation processes
Minimum Vocational/Diploma/Associate Degree (technical field) equivalent with 2-4 years of working experience in related fields or Degree holder with 2-4 years relevant working experience
Knowledge of corporate organization, job, and policies
Advanced knowledge of operating systems and software
Basic skills in project management
Strong communication skills, problem analysis, and presentation skills
Ability to develop Customer relationships
Basic networking, O/S, and troubleshooting knowledge
Detailed understanding of general/technical aspects of the onsite system hardware repair job

157

Technical Support Representative Resume Examples & Samples

First line of support to allocated customer base for all Banno products and services
Field feature requests, ideas, bug reports, and customer feedback post implementation
Deliver/manage client expectations for work submitted through the support queue
Build and maintain effective working relationships serving as liaison between both internal and external teams
Possess the ability to multitask and stay organized while managing a diverse caseload. Demonstrating the ability to proactively learn and adapt, as priorities shift internally will be critical to your success
Provides, at minimum, level one troubleshooting. Accurately assesses the customer's product issue or problem. Asks the user well thought out or detailed questions and carefully listens to the user's response to fully comprehend the need, product issue, and best avenue for resolving the problem
Identifies and resolves application and service issues and any other questions that may arise. Answers general application questions
Provides appropriate personnel a precise understanding of user's issues when the problem needs to be escalated to a higher level
Monitors incoming cases and emails and resolves in accordance with Service Level Standards (SLS). Uses available support tools to assist the customer and/or recreate the issue

158

Technical Support Representative Resume Examples & Samples

Must be available to travel to our San Diego office for training during first 4-5 weeks of employment if in Allen TX office
Must be able to work additional shifts as necessary
Unix/Linux experience is a plus
Associate or Bachelor's degree
Experience with a case tracking system (Microsoft CRM, Salesforce.com, JIRA, Remedy, etc…)
4+ years of Financial Services support background
Support Symitar software running on the IBM AIX platform
Assist customers in maintaining 24/7 uptime of the mission critical Symitar software
Assist customer IT staff in the management of Symitar software and IBM AIX

159

Technical Support Representative Resume Examples & Samples

6 months of back office BSA experience
6 months of SQL experience
May manage hardware capacity and performance and assess hardware needs

160

Technical Support Representative Resume Examples & Samples

Assist customers with ongoing technical support of all client licensed software
Log, track and manage all incoming calls professionally, maintain current notes, provide timely (measured by internal service level agreements) and accurate resolution of client issues, ensuring client satisfaction
Participate in ongoing training sessions and conduct informational training with clients and staff
Work with development team in testing new installs for add-on sales, creating Microsoft batch files, VBScript files and testing software
Assist with creation and maintenance of Technical documentation (hardware / software requirements / recommendations, user technical information, internal procedural, etc.) as needed
Deliver on commitments to our clients and each other by following the Fiserv Values:◦Earn client trust every day
Minimum of 2 years Customer Service and/or Call Center experience
Knowledge of TCP/IP, Active Directory, Microsoft Security, and Proxy servers
Strong understanding of current Microsoft Windows server and desktop operating systems
Experience installing and maintaining digital certificates
Ability to work productively in a fast-paced, deadline-driven environment while exercising professionalism in communication with clients and management

161

Technical Support Representative Resume Examples & Samples

Post-sales technical support for Schneider Electric’s core product line and product selection services
Understanding of system availability concepts and Schneider Electric’s solutions for providing uptime
Consultants are required to interpret policies and make business decisions under pressure, based on customer and company needs to meet aggressive deadlines with minimal supervision
Assist customers including Electrical Distributors, End Users, Original Equipment Manufacturers, Consultants, and Contractors with product selection and configuration
Provide technical product application support for Circuit Protection, Distribution Equipment, and Industrial Controls
Deliver technical support to sales engineers to assist in developing new business opportunities
Advocate for customer to seek a suitable solution or work around that meets the needs of the customer Collaborate with internal functions such as Marketing, Engineering, and Quality
Develop and review knowledge documentation including white papers, troubleshooting guides and knowledge articles

162

Technical Support Representative Resume Examples & Samples

Serve in the MorphoTrust USA Customer Care Center providing technical/non-technical support of MorphoTrust customers across North America, supporting various deployed Drivers License Systems, Document Authentication Systems, and other MorphoTrust custom systems. Support activities include troubleshooting and remote diagnostics of all Video Capture Stations (VCS) and Retrieval Workstations (RWS). These systems include a variety of individual components such as computers, cameras, printers, UPS’s, signature tablets, variety of scanning technologies, and fingerprint capture units along with standard Operating Systems (OS) and MorphoTrust USA custom software applications
Evaluate help-desk requests and direct them to the appropriate field technician or Corporate IT support resources based on individual request requirements and resource capabilities
Maintain liaison between the Field Service Technician teams across North America and the customer’s field personnel, including being an advocate for providing satisfaction to our system operators by maintaining a proactive approach with the users
Participate in establishing and assume ownership of individual and company performance goals
Document the customer problems as required in the Support Desk (HoH) Service Management System and provide appropriate details/information, and update trouble ticket throughout the life cycle of the ticket
Support the MorphoTrust USA Field Technicians to log all service requests, track response to, and document closure of service requests to insure contract compliance for response time and Service Level Agreements (SLA) for all programs
Assist in providing data and reporting to the Field Service Manager and others, as required
Support the tracking of all MorphoTrust USA and Customer-owned assets (Hardware and Software Licenses) where MorphoTrust USA is contracted to provide maintenance and support
Assist in continuous improvement initiatives intended to improve performance to the customer and cost savings to MorphoTrust USA
Assist the Care Center Supervisors to maintain all customer files and other site-specific information in the Support Desk (HoH) Service Management System to ensure all data is accurate. Site-specific data could include customer’s physical address, phone numbers, fax numbers, e-mail address (if provided), and Site Manager name. In addition, some jurisdictions may include information such as IP addressing for the systems, Jurisdiction Area / Zone Supervisors, or other data that may be useful when providing support for the site
Actively participate in maintaining the Technical Document Library & Media-WIKI Knowledgebase site to ensure that the most current and accurate support information is available to the Call Center Technicians, as well as being accessible to the Tier-3 organization and the Tier-2 staff. This includes “lessons learned” during normal support, to ensure that all support data entered into system is searchable and accurate
Ability to understand and diagnose various computer, networking hardware, and software applications supporting Video Capture Station (VCS), Retrieval Workstation (RWS), and other system components
Understanding of and ability to use a variety of operating systems including MS DOS, Windows 2000, XP-Pro, Windows 7, and a various Server operating systems
Understanding of and ability to use the following software programs: MS-Word, MS-Access, MS-Excel, Norton & MacAfee Anti-virus, MS-Outlook, MS-Internet Explorer
Must be reliable and show initiative, have the flexibility to work independently and as part of our team
Ability to multi-task and set priorities in a fast-paced, dynamic environment
Must be able to rapidly research problems and deliver sound solutions by leveraging existing knowledge bases and search engines
Must be able to explain technical terms and solutions to technical and non-technical customers
Willing and able to take the initiative and be proactive to follow through with issues, including effectively using escalation procedures as necessary
Able to understand, design and implement continuous improvement initiatives
Experience with TCP-IP and other network communications
Willingness to participate in on-going technical training (self-paced & classroom) in areas needing improvement, including learning new products and tools, sharing knowledge with others, and providing feedback on products and/or processes
Must possess excellent written and oral communication skills, and must be able to effectively communicate with various personalities as part of the daily work environment
Ability to interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
Ability to write effective reports and correspondence
Be a self-starter and investigate and find solutions for problems that involve areas of responsibility
Clean driving record and able to pass thorough background checks
Ability to analyze issues, establish priorities, anticipate consequences, make decisions, and take action with fine attention to detail
Able to maintain proper business presence, and interact with internal/external clients in a professional, courteous manner
Strong computer hardware and software technical skills

163

Technical Support Representative Resume Examples & Samples

2-5 years of experience as a Technical Support Representative
High school diploma at minimum is required
Experience troubleshooting problems with electro/mechanical equipment or software applications
Fluency in French is required. Preferably French Canadian

164

Technical Support Representative Resume Examples & Samples

Troubleshoot circuit issues to the demarcation and open a related ticket with the carrier. Maintain communication with the customer including using Remedy updates. Assure that all updates are completed within the Mitel Cloud Services SLA
Obtain accurate information from the customer to complete the changes they have requested
Contact customers directly to resolve reported issues, validate that you clearly understand the request and that it is documented within the case
Identify specifically where the customer resides (what MBG, what Portal, what circuit id, what carrier)
Program and troubleshoot SIP and MiNet devices (ATA’s, softphones and conference phones)
Be able to provide initial support to Mitel Cloud customers for all Mitel provided products (MiCloud Business, UCaaS, IaaS, Enterprise, Nupoint)
Provide debriefing information for billing and historical service reports
Provide administration and user portal training
Perform basic triage using transport trouble shooting guidelines prior to opening a ticket with the carrier or escalating to Tier 2 if applicable
Required to be in the on-call rotation
Responsible for timely completion of training and certification courses as assigned
Perform move/add/change requests in the Mitel Cloud environment
Provide assistance to our customers (via inbound call queue and email support)
Uses creativity to innovate and solve complex problems
A good understanding of LAN’s and how the customers’ configuration can impact the Mitel Cloud environment
A good understanding of the WAN and how the Internet will impact our customers
Capable of touch typing at 40 words a minute or more
A strong and proven desire to learn and work in fast pace agile environment
New grad to 2 years experience technical customer support
General understanding of VoIP technologies

165

Technical Support Representative Resume Examples & Samples

HS diploma required and relevant experience required; 4-year college degree in Information Systems or related field preferred
Minimum one (1) year experience in high volume technical support call center
Strong PC knowledge, including installing and troubleshooting software and installing and configuring hardware to the board level required
Must have hands-on knowledge of Windows Operating systems (98, NT, 2000, ME, XP), MS-Office, installation and troubleshooting of RAS and TCP/IP as well as a strong networking background
Self-starter who can work independently and reliably and find alternate ways to accomplish objectives
Must be able to apply judgment in resolving problems and in making routine recommendations
Ability to demonstrate a courteous, tactful and professional approach with employees and external customers and vendors
Ability to accurately complete tasks and projects, within allowable timeframes

166

Technical Support Representative Resume Examples & Samples

Assist customer with basic troubleshooting and questions related to customer’s product and/or account issues
Documents customer calls in the database system including resolutions, issues, and general notes
Maintains up-to-date level of product and procedural knowledge by being attentive to and acting upon information advised in email updates, team meetings, trainings and other briefings
Maintain, at a minimum, target levels of productivity and performance
Helps maintain a good team and working environment by assisting fellow employees and participating constructively in meetings
One year technical support experience or the equivalent through a combination of education and related work experience
Excellent oral, written and interpersonal communication skills
Ability to work in a fast-paced phone center environment
Ability to effectively analyze and troubleshoot computer hardware and software issues and provide sound resolutions
Capable of working autonomously and also function as part of a team
Ability to distinguish the varying levels of clients' technical competency & communicate on an understandable and professional level
Ability to type at a minimum 35 words per minute

167

Technical Support Representative Resume Examples & Samples

Provides technical support to clients via email, phone, or other methods
Serves as the primary service contact for existing customers and clients who have questions and troubleshooting issues about Verisign product or process related to the business
Responsible for maintaining a professional and satisfied relationship with clients and customers by providing product and service troubleshooting while educating about the features and benefits of their purchase
Utilize the Customer Service Knowledge Base and proprietary troubleshooting techniques to resolve a customer’s technical issue in a timely and cost-effective manner
Provides support relating to technical issues involving Verisign’s core business applications
Monitors the remote monitoring and management system alerts and notifications, and responds accordingly through service tickets
Communicates with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
Recommends content of common issues/resolutions within the Customer Service Knowledge Base
Analyzes and resolves product/ service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
Accurately identify customer needs, gathers information and documents complex Customer issues through the Sales force CRM tool
Provide accurate, courteous and timely response and to customer comments/questions
Adhere to the technical support organization standard operating procedures and escalation guidelines
Possesses a general understanding of the Verisign’s products and services

168

Technical Support Representative Resume Examples & Samples

Interact with customers via telephone providing first level technical support and represent the Rogers Wireless brand with pride
Open availability to attend our Full-Time training program during the mornings, evenings, and or weekends
Ability to work part – time hours between the hours of operation; 7 am – 2 am, this role is not dedicated to only evenings and weekends

169

Technical Support Representative Resume Examples & Samples

Answering customer phone calls and emails from clients requesting technical assistance
Monitoring and responding to tickets, monitoring alerts, and general inquiries from internal and external customers
Troubleshooting complex technical issues in a fast-paced data center environment
Working within a team of Service Desk Technicians to effectively and efficiently resolve customer issues
Communicating with shift replacement personnel on any and all outstanding and escalated issues
Detailed documentation of the technical troubleshooting and issue resolution within the Salesforce ticketing system
Effectively troubleshoot issues and resolve problems related to server operating systems (Red Hat Linux, MS Server 200x), core application stacks (IIS, Apache, MSSQL, MySQL, etc.), network infrastructure (switches, firewalls), and various managed services (managed storage, managed data protection)
As a trusted advisor create and maintain effective customer relationships – with customer satisfaction as the ultimate goal
Resolves operational issues with customers with strict adherence to the company’s Service Level Objectives
Maintains the technical/physical integrity of customer solutions
Work with management to establish or revise procedures and processes as necessary
Maintains an effective working relationship across internal departments by recognizing their functional objectives and keeping all lines of communication open
Maintains a working knowledge of all products, processes and systems
Candidates must have reliable transportation
This position requires shift work
Extensive knowledge of the web hosting industry and data center, web hosting services
Strong troubleshooting and Quality Assurance skills
Certifications such as Cisco, Linux and Microsoft
General knowledge of Enterprise level hosting products
Excellent problem solving skills and knowledge of Solaris, Linux, and/or Windows Operating Systems
Strong networking knowledge
Knowledge of TCP/IP (v4, v6), WAN/LAN topologies and protocols
Must have the ability to grasp new technical information quickly
Ability to handle multiple tasks and work well in an intense environment
Must be able to work closely/effectively with others in a team oriented environment
Demonstrated customer service and team interaction skills are required
Must be self-motivated and results driven
Bachelor’s Degree in related discipline a plus
Preference given for those with technical certification(s)
Current CCNA a plus

170

Technical Support Representative Resume Examples & Samples

Ensure theaters are reporting correctly
Ensure that data reported to comScore is correct in the database
Ensure that data reported gets posted to the correct film and then to the correct version of that film
Ensure that data provided to our customers goes out in a timely and complete fashion
Associate's degree (AA) and/or equivalent from two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience
Must be comfortable at a *nix shell or a DOS prompt
Must have a basic understanding of SQL and databases
Must have a basic understanding of networks, networking and Internet protocols (e.g., HTTP, FTP SMTP, etc.)
Must have a good understanding of spreadsheets and spreadsheet software
Must be able to do basic Windows and Windows networking troubleshooting
Must be able to work under pressure and effectively cope with tight deadlines
Must be able to work without supervision
Must have exceptional problem solving skills
LI-JZ1

171

Technical Support Representative Resume Examples & Samples

Answers incoming requests through a multichannel system which include but are not limited to product troubleshooting, product knowledge support, and service support functions
Provides answers and recommendations to customers by identifying problems; researching answers; guiding client through corrective steps
Accountable for all record-keeping as appropriate and in accordance with Stryker specifications
Understands, interprets and explains detailed information of printed material and processes
Prioritizes and identifies activities and tasks, adjusting priorities when appropriate
Demonstrates an understanding of how decisions impact customers and markets
Provides consistent leadership through performance and relationships and by going above and beyond for our customers and department
Subject Matter Expert (SME) in product knowledge and technical support, along with ability to manage special projects
Mentors team mates and participates in departmental training
Other job responsibilities as assigned

172

Technical Support Representative Resume Examples & Samples

Analyze customer problems and formulate plans of resolution
Support installation, configuration and troubleshooting of workgroup and domain networks
Support installation, configuration and troubleshooting of broadband ISP connections
Support installation, configuration and troubleshooting of Liberty Tax Service proprietary applications
Proactively look for way to improve processes, operations, and the customer experience
Document incidents thoroughly and accurately
Customer Service experience plus
Strong hands on experience and knowledge of Windows Vista,7 and 8 operating system
Strong hands on experience and knowledge of work groups and small office networks
Ability to quickly adapt to new projects

173

Technical Support Representative Resume Examples & Samples

Identify, troubleshoot and where possible resolve issues that have been escalated from Customer Support and provide support via phone and email
Identify and report Product Defects
Recognize and handle customer errors gracefully
Contribute knowledge gained back to Customer Support through documentation of issue resolutions and troubleshooting procedures
Help to analyze and identify issue severity levels and follow appropriate escalation procedures
Educate customers in best practices for using HomeAway applications
Meet agreed upon and expected service levels for case completion and quality standards
Be the customer’s primary point of contact through resolution, and delight the customer throughout that process
Be an advocate for the voice of the customer
Develop and maintain expert knowledge on HomeAway products
Communication with internal partners
Minimum of 1–2 years’ experience as a customer support representative, ideally in a technical capacity for a consumer web site
Experience with Windows and Apple OS
Experience with Android, Apple and Windows based mobile devices
Experience with browser technologies including a thorough understanding of cookies, security controls, extensions and add-ons of popular browsers like Chrome, FireFox and Safari
Experience with MS Office suite including Outlook, Word, Excel, and Powerpoint
Experience troubleshooting connection issues using knowledge of network technologies and hardware including modems/routers, ISPs, Wi-Fi, mobile broadband networks as well as protocols like DNS, DHCP, HTTP, TCPIP
Experience troubleshooting email issues and understanding of IMAP, popular webmail and email providers, settings, filters and relayed/aliased addresses
Basic understanding of web coding (i.e., HTML, CSS, XML, API, javascript) and hosting
Weekend hours required. Overtime, evening and holiday shifts may also be required

174

Technical Support Representative Resume Examples & Samples

Must have minimum of 5-7 years’ experience with data back-up technologies on diverse platforms including Windows, MAC and Linux
3 years of experience in technical software support, providing ticketed or phone support
Bachelor’s Degree in Computer Science, Computer Engineering, Software Engineering, Electrical Engineering or equivalent experience is strongly preferred
Demonstrated expertise supporting Enterprise level Backup/Recovery applications
Experience troubleshooting backup storage hardware and a good understanding of relational databases is required
Experience in Disaster Recovery or Business Continuity Planning is a big plus
Aptitude for solving problems and acting on own initiative
Experience with backup & recovery preferred
Experience with planning or executing system and site recoveries are a bonus
In-depth technical knowledge of Windows Operating Systems
Working to above average knowledge of Linux, VMware, HyperV, Storage
General or above average knowledge of database technology including MS Exchange and MS SQL Server
Ability to write simple to complex SQL queries
Microsoft Certifications are preferred
To perform this job successfully, an individual should have knowledge of a broad range of software and technologies
Intermediate to advanced understanding of concepts of Security, Encryption, Compression, the Cloud, Big Data, File Systems

175

Technical Support Representative Resume Examples & Samples

Degree in natural resources, chemistry, environmental, physical sciences or electronics engineering
At least 2 to 3 years of technical experience such as in a field or lab water testing role, or working with analytical instrumentation is required
Prior customer service experience is required

176

Technical Support Representative Resume Examples & Samples

Resolves Client concerns raised during installation, operation, maintenance or product application or compatibility matters
Microsoft Windows server, UNIX, and Microsoft SQL knowledge highly preferred
Documents Client information and recurring technical issues to support product quality programs and product development
Knowledge of FIS products and Services helpful

177

Technical Support Representative Resume Examples & Samples

To perform this job successfully, an individual should have knowledge of a broad range of software and hardware infrastructure technologies
2-5 years of experience in technical software support, providing ticketed phone and email support
Excellent customer service skills (verbal and written)
In-depth technical knowledge of Windows desktop and server operating systems
General or above average knowledge of Windows Server administration including Active Directory, Group Policies, Volume Shadow Service (VSS), and system registries
Working to above average knowledge of Apple OS and Linux
Experience with planning or executing system and site recoveries
Programing experience is a bonus

178

Technical Support Representative Resume Examples & Samples

Present professional, efficient and friendly customer service to all customers
Provide technical support to customers and colleagues via phone, email and other electronic media
Troubleshoot, upgrade and repair equipment as required
Interact with Operations, Sales, and Service teams to ensure collaborative efforts leading to timely response to customer needs
Manage daily work schedule to ensure sufficient call center coverage
Assist in the development of technical material and training documents
Train customers and colleagues on instrument operation and maintenance
Undertake some field service functions at customer sites
Escalate and document technical requests and quality issues through the use of CRM tools
Up to 10% travel as required for training or in support of service assignments
Perform other duties as necessary to ensure the efficient operation of the Technical Support Department
2 year College/Technical Degree and/or equivalent technical support or field experience
Minimum of 2 years or equivalent technical experience with skills in analytical/process instrumentation, chemistry, pneumatics, mechanics and electronics
This position may involve access to technology and/or software whose export is controlled by regulations of the U.S. government. Any final job offer will be extended only to otherwise qualified candidates who also meet the level of export control requirements applicable to the position
Ability to interpret test procedures, wiring diagrams, schematics, and technical specifications is required
Full driver’s license
Ability to solve problems and deal with a variety of variables in situations where only limited standardization exists and timely resolution is essential
Experience with Microsoft Office and database usage a must
Proficient use of a CRM tools such as SalesForce
The ability to read engineering drawings and circuit schematics
Excellent oral and written communications skills (listening and understanding; problem solving; presentation skills; etc.)
Ability to prioritize work and simultaneously manage multiple responsibilities and assignments a must

179

Technical Support Representative Resume Examples & Samples

Networking technologies such as TCP/IP, routing, IP subnetting, static routes, proxies, ARP, and DHCP
Network infrastructure applications such as DNS, NTP, DHCP, VRRP, VLAN, PKI, and IPSec
Firewall configuration principles like NAT rules and port forwarding
Layer 7 Application control techniques -- examples of controlled applications include: peer-to-peer (P2P); Instant Messaging; Voice over IP (VoIP); Streaming media; and Standard Layer 7 protocols like BGP, DHCP, HTTP, etc
Role based access control procedures with tools like Active Directory, RADIUS, RSA SecurID, and LDAP
Intrusion prevention techniques for common attacks like: SQL injections, arbitrary code executions, cross site scripting and buffer overflows, Denial of Service (DoS) and Distributed Denial of Service (DDoS), and directory traversal and probing and scanning attempts
WAN optimization, traffic shaping, Quality of Service (QOS), and uplink balancing
Encryption algorithms to include: AES128, AES256, DES, 3 DES, and Blowfish
Site-to-site and client-to-site VPN technologies like IPSsec, GRE, and SSL-VPN
Fault isolation and root cause analysis to diagnose and solve complex technical issues
Proficient with a Linux development environment
PHP and C++
Database management (MySQL, Postgres, and NoSQL)
Cisco
Checkpoint
Juniper (Netscreen)
Fortinet
Palo Alto Networks
Bachelor's Degree in Networking and Telecommunication, Computer Science or IT

180

Technical Support Representative Resume Examples & Samples

Join an experienced team of field support managers (15+ years of experience). Partner with operational team members to identify solutions to unit down and mission disabling field events. Work in a fast paced and rich environment to provide support to the fleet managers from the largest fleets in the nation
Meet with cross functional teams (production, engineering, purchasing, quality, etc) to identify solutions to field issues and design field solutions (part, kit, etc) to resolve the root cause of the failure
Develop field solutions to common issues, support technical publications personnel in authoring documents that provide self-help instructions to field issues
Work with mentor (experienced design engineer) to learn SolidWorks systems within Utilimaster. Complete special design project to graduate from rotational engineer program
Become an ambassador of the customers to recommend product enhancements and performance improving field kits that our clients need to support their daily operations
Embrace and support Utilimaster Corporate policies and procedures
Be able to solve manufacturing and assembly problems utilizing problem solving techniques and methodologies
Create Engineering tree (task list) to comply with Customer / vehicle specifications
Create solids model to correspond with engineering tree
Pull ECN numbers and start the ECN process, corresponding with Engineering tree
Determine effectiveness of the engineering solutions, understanding un-intended consequences to manufacturing processes, tooling and option capability
Coordinate effective date of engineering solution
Initiate changes to drawings, solids models and bills of material
Effectively utilize Aurora to research product/spec history and structure, where used on component parts, and product compatibility

181

Field Technical Support Representative Resume Examples & Samples

Break fix and Setup HP printers
Deliver and install toner to multiple locations
Work solo 99% of the time
Meet SLA's
Minimum Vocational/Diploma/ Associate Degree (technical field) equivalent with 1-2 years of working experience in related fields, or Degree holder with no or less than 1 year relevant working experience

182

Field Technical Support Representative Resume Examples & Samples

Deliver and instalation of toner
Break Fix and Installation of HP printers
Working 99% of the time solo
100% driving within Baton Rouge, Gonzales, Lafayette and or Monroe, LA

183

Technical Support Representative Resume Examples & Samples

Associate’s Degree (A. A.) from two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience
Related experience of five to seven years in electronics repair and technical service support preferably in medical electronic device industry
General Training for FDA QSR/ISO Current Certification/ CMDCAS
General Training for QPM
QPM: ADM/0100, ADM/0200, CON/0100, PUR/0100, FDA/1300

184

Technical Support Representative Resume Examples & Samples

Position occasionally requires flexible work schedule, which includes Per Incident After Hours Engagements, possible weekend hours as necessary, and some local travel (within 50 miles)*
Provide move/add/change (MAC) support for telecom and network infrastructure
Maintain and troubleshoot digital/analog/VoIP phones and lines
Install cross-connects, patch cables, fiber, jacks etc
Test and troubleshoot telephone and data circuits as required
Local Area Network (LAN) support and interface with LAN teams
Understand and follow standard call tracking processes and procedures
Provide status updates and Site Activities reports to Project Lead/Managers
Work independently with little or no direct supervision
Participate on project team involving premise wiring, Voice, and LAN projects
Assist users with the following: PC Setup, re-image, data transfer, application and software installation, hardware repair for various PC and printer systems
Monitoring an electronic ticketing queue
Understand and follow process documentation/training
Reimaging laptops and performing diagnostics
Replacing PC/Laptop components and parts
Client Asset Management within a stockroom. Restocking & performing inventory checks / reconciliation of assets
Certifications
A+, Net+, Microsoft, Cisco,
Possess

185

Technical Support Representative Resume Examples & Samples

Build and Deliver computers on a timely basis
Provides technical guidance and direction to users and troubleshoots problems
Performs miscellaneous technical and administrative tasks in support of the LAN or PC environment
Documents solutions to problems
Reviews documentation for validity and detects simple errors
Knowledge of the technical operations and concepts involved with work station components, operating systems and software
Knowledge of the concepts involved with supporting multi-segment LANs and specialized applications software
Knowledge of installed local PC/workstation software facilities and utilities
Knowledge of how to identify and resolve moderately complex and non-standard problems by applying documented procedures
Skill with support documentation tools in work environment
Ability to meet stringent timelines relating to delivery of computer equipment
Ability to explain technical concepts to technical or non-technical personnel
Ability to communicate effectively verbally and in writing
Ability to establish and maintain effective working relationships with employees
Basic knowledge of operating systems
Working knowledge of Active Directory

186

Technical Support Representative Resume Examples & Samples

Respond and address Player problems through tickets and other channels
Support and engage players through high quality, understandable tech conversations
Practice consistent and clear decision making to provide the optimal player experience
Investigate player logs to identify patterns and offer troubleshooting solutions
Maintain the required ticket output and ticket quality on a consistent basis

187

Technical Support Representative Resume Examples & Samples

Establish and maintain professional relationships with FIS software users nationwide by providing timely, high quality telephone and email support, and services that meet FIS support and training standards. This includes performing initial research on EAS technical issues
Assist other support specialists with issue research and resolution
Exhibit flexibility to work extended hours to help resolve urgent client issues and/or to ensure deadlines are met is a requirement of this position
Produce timely, accurate, and thorough documentation and update call and defect tracking/measurement tools, i.e., using the Client Relationship Management (CRM) tool, DevTrack, and future tools implemented
Demonstrate accountability for all duties of this job and other duties as assigned
3+ years of related technical application support experience and server-based support experience
Experience with Microsoft business applications
Active Directory experience
Citrix administration experience
Solid working knowledge of Microsoft SQL Server
Knowledge of a scripting tool such as DOS and/or VB Script
Knowledge of C#, IIS, and VB.NET
Troubleshooting skills related to accounting systems or other similar systems is a plus
Willingness and flexibility to work extended hours to help resolve urgent client issues and to meet deadlines

188

Technical Support Representative Resume Examples & Samples

Troubleshoot corporate owned wireless devices over the phone
Respond to end users utilizing chat, email, or through a ticket
Assist end users place requests for new devices
Assist end users enroll into a MDM or configure email on their corporate devices
1 year of experience working with a major wireless carrier (AT&T, Sprint, T-Mobile, or Verizon)
*************** No Agencies Please *****************

189

Technical Support Representative Resume Examples & Samples

Run reports to analyze equipment functionality
Enter, update, and close tickets for service into Remedy, FSMS, and customer databases. (Document the status of the equipment.)
Based on knowledge of networks and IP-based devices, determine root cause of equipment failure (network, software, hardware, electrical issue, etc.) and run remote diagnostic scripts via Telnet into IP-based device on the customer network
To adhere to short response-time requirements, contact individual technicians on call, advise technician as to the location, problem and potential resolution
Provide phone support to technicians during repair call process
Explain physical layout and functionality of hardware to guide the technician through the repair of such equipment
Escalate extensive technical problems to the project team as needed. Perform other duties as assigned
Two (2) years of experience in a technical support help desk or technical call center environment
Experience with technical troubleshooting remotely and data entry in a fast-paced environment
Solid knowledge of computer networks and hardware connectivity
Excellent analytical skills. Knowledge of MS office products. Bi-lingual Spanish/English
Good communication skills, both oral and written. Advanced typing skills
* Bilingual English/French Preferred

190

Technical Support Representative Resume Examples & Samples

Respond effectively and timely to customer service requests received via telephone, email, Bomgar chats and voicemail
Provide after-hours support during the business week (4pm-6am), weekends and holidays via a rotating weekly schedule
Track and reproduce customer service requests using Salesforce, CSS (Planar RMA Tool), and PDM
Escalate unsolved service requests to the appropriate level: advanced Technical Support, Customer Support Engineers (CSEs), logistics or management
Provide effective resolution on all service requests and close the loop with customers
Track escalation resolutions
Identify and escalate customer issues and failure trends to appropriate individuals
Provide input to ensure customer service documented processes are updated as new products are introduced and gone end of life
Assist CSEs with recreating customer product issues
Maintain acceptable standards of office conduct
Ability to come to work demonstrating timely and regular attendance
Ability to handle stress effectively
Must be able and willing to travel occasionally (< 5%) to assist with technical challenges, provide installation support when needed and participate in training activities
May provide back-up technical support for other groups in the company
Excellent interpersonal, telephone, customer service, time management, and decision-making skills essential
Excellent written and oral communication skills and demonstrated ability to communicate appropriate information to customers and team members in a professional manner
Knowledge & Understanding of Windows operating system
PC knowledge; assembling and troubleshooting
IOS desirable
Ability to read, write, speak, and understand English
Excellent typing skills - must be able to conduct a conversation while typing
Mental ability to conduct on-going interpersonal interactions, analyze and solve problems essential
Ability to actively participate in team development and team-oriented processes
Physical ability to use computer hardware/software required
1-2 years Computer Experience (hardware) –assembling & troubleshooting
HS diploma or GED required
Some higher educational/technical vocational training or equivalent work experience desired
6-12 months customer service experience preferred

191

Technical Support Representative Resume Examples & Samples

EIT Desktop Monitor support
HEH Home Theater support
VW-DS Video Wall support
Escalate technical issues to Customer Service Engineers
Take direction from Technical Support Manager
Provide lead direction to Level 1 & 2 Tech Support Specialists
Effectively train, mentor, and lead Technical Support Reps 1 & 2
Must be able and willing to travel occasionally (30-40%) to assist with technical challenges, provide installation support when needed and participate in training activities
3-5 years Computer hardware experience –assembling & troubleshooting, operating systems and peripherals
2-5 years relevant customer service experience
Extensive experience with A/V systems
2 years minimum Planar products or other relevant visual display product knowledge
Some higher educational/technical vocational training or equivalent work experience strongly desired

192

Technical Support Representative Resume Examples & Samples

Troubleshoot subscriber calls for Residential High Speed Internet Customers. Troubleshoot subscriber calls for all Digital Phone Residential Customers
Troubleshoot subscriber calls for all Video Residential Customers
Review the service calls as they are scheduled by the Call Center Associates to determine if there may be common problems in the same HUB
Work with TOC to determine if the problem may be area wide as opposed to individual
Follow-up with TOC if an area problem is suspected
Review the On-line outage information to determine if the service call may have been scheduled unnecessarily
Review those work orders scheduled by the Call Center Associates to determine if an additional walk thru may resolve the problem over the phones
Attempts will be made to contact customers scheduled for a service appointment that day and service calls scheduled in the future
Follow up with the Technical Support Manager and Training Manager on updating the walk thru steps available through GuideIT and KEY so that a successful walk thru can be achieved on the first call to the Call Center
Support the Call Center with technical issues as needed. Support field personnel as needed. Work closely with Regional Data Center staff to resolve issues quickly
Understand and inform customers of all Charter consumer products and services

193

Technical Support Representative Resume Examples & Samples

Provide technical support to Customers, Sales, Field Service and Others for custom and standard system hardware – configurations, applications and installations
Provide support to successfully roll-out software solutions developed by MMS Engineering
Assist in de-bugging/editing software solutions
Documentation of solutions as required
Occasional travel to customer sites will be required (project dependent)

194

Technical Support Representative Resume Examples & Samples

Providing support throughout various phases of the sales process including customer requirements analysis, feature-by-feature demonstrations, benchmarks, competitive positioning, and implementation/execution, generally allocated by project and engineering services
Ensure customer satisfaction by learning and understanding customer’s concerns/ problems; troubleshoots, makes recommendations and provides solutions to meet customer needs
Integrates Agilent products and services (at the system/solutions level) into customer’s environment
Prepares detailed product specifications for the development and implementation of customer products, applications and/or solutions
Ensures the product functions per specifications
Ensures our system solution platform is functioning properly at the customer site (this may be product or technology focused)
May deliver customer training classes and consulting related to our application, as well as assist in pre-sales, as part of their tasks
Reduces broad concepts, business strategies into structured projects
Leads the design/ delivery of integrated multiple technologies solutions; is the key contributor of technical expertise and business/ industry knowledge
Solves complex, high impact system/application engineering services problems
Bachelors or Masters Degree or University Degree or equivalent combination of education and relevant experience
8+ years relevant experience in Immunohistochemistry, special stain and molecular pathology
MLT (Medical Lab Technologist) certification is required
Bilingual French and English

195

Technical Support Representative Resume Examples & Samples

Be accountable and have ownership of the customer call
Provide an exceptional technical support experience
Diagnose and troubleshoot all technical issues
Provide comprehensive support and education on complimentary Internet products

196

Field Technical Support Representative Resume Examples & Samples

Provides the customer with overview of installation activity and repair activity
Must keep the customer well informed through service event
Handles customer-relations problems promptly and appropriately, escalates issues according to established procedures, adheres to defined policies
Actively participates in growth opportunities for products and services
Must be available to work non standard work schedule and be available for overtime and standby. Applicant will work primarily on desktop, laptop, laser printers, servers, and workstations
High school diploma or equivalent, hands on technical experience, or college degree in Computer Science
Minimum 2 years experience with hardware repairs of desktops, laptops, and imaging devices
Must have excellent communication skills and the ability to interact with customers

197

Technical Support Representative Resume Examples & Samples

Technical education/University degree in Geodesy, Surveying and/or Engineering
High-level knowledge of geodesy and GNSS systems and land survey
Working knowledge of computer networks and network communication
Knowledge of additional languages would be an advantage
Monitoring expertise
Working experience as a surveyor and in IT related fields is desirable; experience using Trimble products desirable
Ability to travel internationally, often at short notice

198

Technical Support Representative Resume Examples & Samples

Follow appropriate telephone protocol to maximize call distribution throughout the customer service queue
Responsible for an equal share of customer support as determined by customer response service needs and requirements
Dispatch Representative: Obtain and log customer’s complaint and serial number of affected instrument, and verify customer’s address
The Technical Support Rep must determine the appropriate action for troubleshooting by either attempting a phone fix, transfer the call to other level of technical support, or dispatch a Field Service Rep to the customer’s site. Prior to dispatching a field call, the Technical Support Rep determines the appropriate call type, i.e. billable, contract, or warranty and communicates this information to the customer
When appropriate, the Technical Support Rep will obtain a hard copy of a purchase order from the customer to cover requested repairs
Parts Representative: Respond to caller’s request for parts and supplies
Confirm current customer site and billing address. Gather all relevant information: instrument serial number, instrument model, configuration, etc., to determine the correct part number. Determine the availability to promise date and shipping method
Communicate with Accounts Receivable on all credit hold situations. Enter sales order as soon as possible and documents all relevant information in Notes area. When appropriate, obtain hard copy of purchase order to cover requested parts and supplies. Follow-through is required to determine item has been shipped or is on backorder. Must use all resources to expedite backorders on a daily basis
Assist customers in researching and correcting any invoice or credit problems. Authorizes sales returns, when appropriate. Make every attempt to enter a return sales order prior to the receipt of item
Review backorder report daily. Research discrepant items returned to the company promptly for prompt resolution
Participate in training of new hires, and coaches other customer service reps for the purpose of elevating the overall performance level of the department
Participate in policy setting and changing strategies, specifically in areas to improve customer service fulfillment
Assume special projects and assignments, as assigned by Customer Service Supervisor or Manager

199

Technical Support Representative Resume Examples & Samples

Minimum of five years’ experience in Deposit or Loan Operations or in technical support
Associate’s or Bachelor’s degree preferred
Strong knowledge of the financial industry as it relates to banks and credit unions
Demonstrated experience providing excellent communication and customer interaction skills in accordance with SLS policies and guidelines

200

Technical Support Representative Resume Examples & Samples

1 year experience performing deskside support in a customer facing role
At least 1 year experience supporting win7
Trade floor experience and Depot Support Model experience

201

Technical Support Representative Resume Examples & Samples

Excellent oral and written communication skills essential
Valued Technical Experience
Experience with SQL
Payment Processing (especially on HP Nonstop Connex switch)
Batch file processing
Provides assistance in resolving technology support issues
Performs installations, repairs, upgrades, backups and other maintenance tasks
Provides effective customer service in a 24X7X365 production environment (rotating on-call and holiday support are required
Uses effective listening skills to develop understanding of client questions or issues
Recommends solutions including new acquisitions and upgrades
May handle phone and email assistance as well
Other related duties assigned as needed
Skill in troubleshooting and using diagnostic tools for client accessibility problems to applications and network (e.g., resetting password, bouncing PU, resetting remote devices
Knowledge of basic problem resolution and escalation practices
Ability to provide appropriate level of support and guidance with FIS applications and procedures
Effective use of listening skills to develop an understanding of client inquiries and problems
Self-motivated to learn new technology and new ways to deliver support
Stays up-to-date with latest technology
Problem Solving and critical thinking skills

202

Technical Support Representative Resume Examples & Samples

Support customers via phone, email, and chat
Troubleshoot student workstation problems and technical issues for full spectrum of users providing effective and efficient assistance
Learn and maintain proficiency in company operating systems and product lines
Detect, report, and escalate problems, bugs, and errors to team leads as needed
Follow and develop test plans for new websites or applications
Understand organization's goals and objectives and their relationship to the technical support team
Knowledge of some computer Operating Systems, internet connections is a plus

203

Technical Support Representative Resume Examples & Samples

Ensure excellent customer satisfaction and excellent customer service skills
Assist users with general inquiries, product support, service information, order processing and technical issues in a diverse technology environment (via phone/email/chat)
Respond appropriately to customer escalations
Triage Support Queue for routing to Tier 2, Partner, or Department
Work with other agents to resolve or properly close help tickets
Manage an individual ticket queue
Follow the directions of management and provide feedback
Be capable of developing a good understanding of customer’s needs and how to diagnose and fix their issues
Demonstrate interpersonal skills and is able to provide empathy for customer’s situation
Maintain openness to work flexible hours as required (may include evenings, weekends and/or holidays)
Having ability and willingness to tend to any other tasks as assigned
Minimum two years of live customer service support experience in a contact center environment via multiple channels (phone/chat/email)
Minimum 6 months of previous tech support and/or troubleshooting experience
Demonstrated ability to satisfy customer needs
Robust multitasking skills (e.g. able to log calls and interact with customer simultaneously)
Excellent written and spoken English language communication skills with ability to communicate technical issues in non-technical terms
Strong analytical, problem solving and general troubleshooting skills
Capable of passing a nationwide criminal background check
Wireless telecommunication industry, mobile device knowledge & experience
Android product knowledge & experience
2yr/4yr college graduate or 4yr-degree-in-progress

204

Technical Support Representative Resume Examples & Samples

5 years of experience working in a technical support role
Experience working on applications that run on Windows Server 2008 or 2012R2
Knowledge and understanding of File Transfer Protocol and networking
Provides level two and some level three troubleshooting. Accurately assesses the customer's product issue or problem. Asks the user well thought out or detailed questions and carefully listens to the users response to fully comprehend the need, product issue, or best avenue for resolving the problem
Researches customer problems/issues to increase personal knowledge and familiarity with the supported product and to provide the highest level of support possible. Keeps current on most recent changes or upgrades
Comfortable working in a high-volume, fast-paced environment, with some team members located in other physical locations
Participates in an after-hours on-call rotation and able to work holidays, weekends, or extended hours as business needs dictate

205

Field Technical Support Representative Resume Examples & Samples

Provide software service, postsales or service delivery support for local accounts on standard systems
Respond to service, product, technical, and Customer relations questions
Team/call leader acting as a technical resource/mentor to others in the onsite Volume Service Business
Escalation direction for Volume Service Business
Minimum Vocational/Diploma/Associate Degree (technical field) equivalent with 1-2 years of working experience in related fields, or Degree holder with no or less than 1 year relevant working experience
Knowledge and Skills Required

206

Technical Support Representative Resume Examples & Samples

Identify, report and track Product Defects
Be the customer’s primary point of contact through resolution, and delight the customer throughout the process
Basic understanding of web coding, HTML, CSS, XML, API, SQL, JavaScript and hosting

207

Technical Support Representative Resume Examples & Samples

Act as a liaison between the Client Services Management team and Service Operations
Actively contribute to the continuous improvement and enhancement of internal processes and infrastructure by designing and delivering new reports, suggesting and implementing improvements to existing tools and processes, and relaying and implementing customer suggestions for process change
May travel to customer sites to participate in process improvement analysis or present recommendations and solutions
Report proactively on account changes, problems or issues to ensure that Mitchell meets customer support agreements
Resolve customer inquiries of complaints quickly, effectively and with the highest quality
Coordinate with clients and internal teams during delivery of an outsourced solution
High school diploma + 2-4 years of industry experience or college degree
Intermediate skills in Microsoft Office (Word, Excel and PowerPoint)
Strong grammar and business writing skills for documentation and customer communication

208

Technical Support Representative Resume Examples & Samples

Advise vendors of new clients and provide technical specs, manuals, perform testing, etc
Create and update operations manuals containing all the details of work to be performed for each client
Perform testing (including some data entry of test bills into the software)
QA/test new software
Update production reports using SQL
Manage our Initiatives site containing all projects to be done by the service center. Prioritize and groom items using KanBan and Lean Agile methodologies
Intermediate skills in Microsoft Office (Word and Excel)
Strong grammar and business writing skills for documentation
Familiarity with DecisionPoint, SmartAdvisor and ImageNow a plus
Experience with SQL a plus

209

Technical Support Representative Resume Examples & Samples

5 years of experience working in a bank, credit union, with JHA products or deposit operations
Associate or Bachelor’s degree
Experience in Deposit Operations and New Account Origination
Experience working in a customer facing positon
Knowledge of standard banking regulatory disclosure requirements and customer notification requirements helpful

210

Technical Support Representative Resume Examples & Samples

Act as customer facing agent for all issues related to Novar developed products
Provide active and effective communications with both internal and external customers, on-site and field technicians regarding product operations and issues
Participate in and/or lead process improvement activities
Perform efficient and in-depth third level remote troubleshooting across connectivity, hardware, network, software and database, disposition these issues, having the self awareness to properly escalate to effectively resolve the issues
Liason with Application Engineering to escalate technical issues, implement a sustainable solution and track to resolution
Read, comprehend and maintain understanding of technical documents such as point-to-point wiring diagrams, written sequences of operation, existing control applications programs
Responsible for customer server upgrades and replacements
Participation in customer meetings, both on/off site, providing technical expertise, service and supporting information
Record and document all activities via internal ticketing system and customer work order systems
Provide 24/7 on-call emergency support
May be required to work holidays or irregular shifts
Travel 10%
Bachelor’s Degree in Engineering or Associates Degree in Mechanical or Electronic Technology with 3 years industry experience, Technical Diploma with 5 years industry experience or High School Diploma or GED with 7 years industry experience
Technical Service Support experience
7-10 years experience with troubleshooting techniques on technical equipment without supervision or assistance
Demonstrated technical competence in energy management systems and/or LAN based technologies and SQL
General understanding of Industry standard protocols such as BACnet, LON and/or Modbus
Excellent customer service skills with experience in both remote and on-site customer service and support
Ability to effectively communicate technical information to potentially non-technical customers both written and verbal
Strong Interpersonal skills combined with logical problem solving capabilities
Strong knowledge of Microsoft Office suite of software
Must be flexible and adaptable to work in a fast paced environment with multiple demands and priorities
Experience working with some or all of the following systems: Novar, CPC (Emerson), Tridium or Honeywell control systems
Excellent time management and organizational skills required

211

Technical Support Representative Resume Examples & Samples

Provides complex technical support to clients via email, phone, or other methods
Serves as an escalation point for team members
Recommends and develops content of common issues/resolutions within the Customer Service Knowledge Base
Accurately identify customer needs, gathers information and documents complex customer issues through the Sales force CRM tool
Assist with loyalty callbacks to maintain high levels of customer satisfaction
Possesses deep understanding of the Verisign’s products and services
Bachelors/Equivalent Experience and 6+ years' experience and ability to speak additional language(s) are a plus. Industry standard certification e.g. MCSE, CCNA, CAPM, PMP is highly desirable
Demonstrated use of troubleshooting and systems inspection software to assist customers and properly diagnose the root cause of their technical issue, while providing a time bound and accurate resolution
Background in customer relations and information technology with knowledge in the use of computer applications and prescribed troubleshooting and problem solving mechanisms for technology
Possess strong customer service and interpersonal skills such as telephony skills, active listening and customer care
Ability to multi-task and adapt to changes quickly
Self-motivated with the ability to work in a fast moving environment
Must be able to work well with others in a team environment
Proficient knowledge of Microsoft Windows OS, Linux
Proficient in Microsoft Office Word, Excel, Access, PowerPoint and Outlook
Strong knowledge of web browsers, DNS, networking protocol, HTML, DNSSEC, IPV6, TCP and SMTP
Customer focused and follows-through
Ability to quickly adapt to new technology and terminology
Ability to work individually as well as in a team environment
Proactive, self-directed, attention to detail and organized
Experience using Salesforce CRM and ability to speak additional language(s) are a plus

212

Technical Support Representative Resume Examples & Samples

Answer incoming requests for assistance by telephone, e-mail or chat
Troubleshoot and resolve product performance issues through remote communication methods
Dispatch, coordinate and support Field Service Personnel where applicable
Coordinate and oversee dispatch of parts to meet service objectives
Update and maintain service call records and customer information as outlined in Service Operating Procedures, e.g. SAP call records
Be proactive when communicating to customers
Support and assist in selling service contracts
Minimum of two (2) years’ experience in a technical customer support role, with direct customer contact, preferably within a global organization
Previous medical device servicing experience or prior experience as a biomedical engineer; ultrasound background preferred
Previous experience working with SAP databases preferred
Excellent interpersonal and oral and written communication skills
High degree of professionalism in dealing with difficult situations and demanding customers
Detail oriented, with good time management skills
Logical thinker with strong troubleshooting and problem solving skills
Self- motivated with ability to work independently as well as in a team environment
Strong technical abilities with prior troubleshooting experience in computer networks and software
Ability to learn new systems and technologies quickly
Strong PC skills, proficient with MS Office and windows environments
Fluent in English. Ability to speak other languages considered a definite asset

213

Technical Support Representative Resume Examples & Samples

Provide front-line assistance for clients; providing technical support in clear and understandable terms
Problem solving by collecting data, establishing facts, and drawing valid conclusions in a timely basis to assist clients with their support needs
Research client requests as related to product installation and/or issues
Consistently exceed customer expectations for service quality
Meet call metrics and standards as defined by the department, and enter all requests into call tracking system (SFDC)
Remain current on product development efforts through self-study and other training programs provided
Create knowledgebase content and/or training materials to better assist support team
Complete projects as assigned
Bachelor's degree preferred; High School diploma or equivalent required
3+ years customer service experience; call center or software environment preferred
3+ years technical support experience (education considered in lieu of experience)
Professional demeanor and ability to interact positively with customers
Excellent interpersonal and communication skills; ability to relate well and cooperate with others
Excellent organizational and time management skills; self-starter
Excellent diagnostic and analytical skills
Comprehensive understanding of desktop computer technology and their operating systems
Proven experience in supporting Internet Browsers (IE, Chrome, Firefox)
Intermediate knowledge of MS Office and add-in services
Understanding of networking and NOS a plus
MCSE preferred

214

Technical Support Representative Resume Examples & Samples

Provide technical support and assistance with equipment troubleshooting to customers primarily over the phone and through electronic communication
Applies judgment in resolving service, warranty or technical problems falling within established limits of authority and knowledge
Assist dealers in evaluating individual case information to determine if an issue is warrantable or should be considered for good will or policy adjustment
Record the details of cases in ERP system for later review and analysis
Assist in the preparation of technical training material for internal and external customers
Assist in the development of service and parts bulletins and notify customers of product changes and/or issues
Assist technical publications with manual content and review for accuracy
Provide sales support with technical review of application inquiries
Serve as conduit for customer product issues with other departments using Corrective Action Reports and other processes
Continually improve product knowledge on manufactured products and purchased components through formal training and personal initiative
Assist in maintaining product and pricing information on online parts lookup system by communicating changes to manuals internally and through website
Serve on a rotation within the department to be available for on-call service after-hours and during weekends
Provide technical support to sales through in-house and customer site consultation
Provide technical input and design ideas to engineering during new product initiation and existing product improvements
Provide service parts support to ensure full circle support to customers
Practice safe work habits, follow safety guidelines and support company safety initiatives
Associates degree in Electronics or Electromechanical Technology and 3-5 years related experience or equivalent
Strong mechanical aptitude and working knowledge of mechanical design, AC and DC circuitry, wiring schematics and connection diagrams
Solid troubleshooting skills and the ability to make independent decisions and work with minimal supervision
Working knowledge of Microsoft Word, Excel and ERP systems

215

Technical Support Representative Resume Examples & Samples

Respond to customer inquiries regarding digital products. Troubleshoot and resolve issues
Enroll new subscribers or add digital products to existing account
Verify Service, take payments, manage subscribers account
Set up user password and credentials
Reset passwords for subscribers
Provide email response, chat and social listening services to subscribers
Handle escalations from Tier 1 reps
Resolve repeat or unresolved subscriber issues
Handle renewal rate or pricing objections effectively
Report/escalate operational issues impacting multiple subscribers including issues with content, general outages, crashes, etc
2 years or more experience using a computer
2 years or more experience in providing service directly to customers in call center environment (help desk or technical support)
2 year experience troubleshooting basic hardware, software and or connectivity issues

216

Technical Support Representative Resume Examples & Samples

Demonstrate all refinish products to distributors and bodyshops. Work with bodyshops to increase revenue and improve process
Maximise Axalta core product usage, deal with end user complaints, product performance and colouristic issues
Plan and execute product installs to existing and new customers (Pre audit processes. brand changes, equipment upgrades, IT) support and maximise product performance in all areas
Follow Axalta ordering processes (equipment, material, colour programs, Webshop functions etc
Sell other products and services to end users and distribution (Colour tools, Webshop, e -learning training courses. Manage customer training needs at WGC (Painter training development, ATA assessments
Support Vehicle manufactures programmes (Audits/inspections, training documents) etc
Keep SFDC updated, call reports, account details etc
Manage updates, price files, performance of NGS software
Demonstrable presence
Problem solving and innovation
Planning and organizing
Achievement orientation
Must be a competent and confident refinish technician, capable of carrying out repairs using up to date paint systems, tri coats, tinted clears, matt and textured finishes
Must be able to work independently in managing his/her time effectively on account responsibility
Must be IT literate and able to use Outlook, SFDC, Microsoft and internal platforms
Full EU/UK Driving Licence
Must have good and clear communication skills

217

Technical Support Representative Resume Examples & Samples

Technical support and training for Brady's customers, distributors, and international and domestic sales personnel on Brady software and hardware
Strive to maintain call response objectives, service levels set forth by the Technical Support Supervisor
Assists teams and task forces assigned contribute to department or divisional goals
The division's proprietary and confidential information is recognized and protected
Help maintain technical integrity and timeliness of the Product Information Database (Knowledgebase)
Ability to multitask and prioritize effectively

218

Technical Support Representative Resume Examples & Samples

Typically No Relevant Experience Required
Typically Minimum 2 Years Relevant Exp
Skills / Knowledge - Acquires and applies job skills and learns company policies and procedures to complete assigned routine tasks
Job Complexity - Works on assignments that are routine to semi-routine in nature, requiring limited decision outside of stated processes, but recognizes the need for occasional deviation from accepted practice. Has little or no role in the decision-making
Supervision - Normally receives detailed instructions and follows established procedures on all work, requires instructions on all assignments. Works under close supervision
Computer Skills - Basic computer skills
Industry Knowledge - Ability to develop basic payments industry knowledge
Research - Basic ability to research issues and resolve customer inquiries

219

Client Technical Support Representative Resume Examples & Samples

About the Business: Join an accomplished and cohesive team delivering world-class customer technical support to clients of Fiserv Credit Union Solutions XP2
Client Support is the face of XP2. Our interaction with our clients is a vital piece to them retaining their business with Fiserv and XP2
We believe in investing in yourself and provide a number of tools/resources to assist with increasing your knowledge
We encourage our employees to provide feedback and offer Employee Recognition Programs
Opportunity to grow and contribute to the continued growth and success of XP2
We are a family here at XP2. Our collaboration is necessary for team’s success
Define and/or resolve moderate to complex client problems with Fiserv XP2 product. Act as first point of interaction through client contact channels (telephone, email and web). Simulate or recreate client problems to analyze and resolve user operating difficulties
Log incoming issues into case management system. Document research, client interactions, resolution paths taken, etc. in system
Participate in month end support
Minimum of 2 years in banking/credit union industry

220

Technical Support Representative Resume Examples & Samples

Experience in technical discipline of reverse osmosis water filtration
Minimum of a 2-year degree or 4 years of Customer Service experience
Critical attributes include: “Customer friendly” communication style, relationship building, multi-tasking skills, prioritization, problem solving, conflict management, time management, listening, follow-up, negotiation, presentation, and computer skills
Strong prioritization and time management skills, and the ability to multi-task numerous projects in a high volume, fast paced environment
Strong leadership and negotiation skills are critical to the success of this position
Ability to make sound business decisions
Develops a strong understanding of the customer needs in order to engage the expertise of Sr. Technical Support Reps who specialize in the respective equipment
With experience, this position will diagnose and manage the basic repair of customer equipment in remote locations
NOTE: This position receives product specific training as required by respective regulatory organizations

221

Technical Support Representative Resume Examples & Samples

Work with research, technical, support, client, and sales teams to develop new products and treatment programs for oil/water/gas process and fluid separations systems
Investigate root cause of fluid separation and operational problems and provide technical expertise for mechanical and chemical treatment programs
Direct involvement in field and plant trails, and new field program start-ups, as well as re-evaluation of existing programs for continuous improvement opportunities
Preparation of project plans, timelines, project reports and formal presentations to Baker Hughes management, sales personnel and/or clients describing the benefits of product advancements and/or recommended programs is a requirement
Troubleshoot technical issues that arise in the field, and determine the level of technical support that is required
2-5 plus year's industry experience
Degree in Chemical Engineering or Chemistry, or 2 year Technical Diploma in Chemical/Petroleum Engineering and relevant combination of experience
Background in Chemical Manufacturing or Upstream Chemicals is an asset
Ability to work independently or in teams
Focused and highly motivated

222

Technical Support Representative Resume Examples & Samples

Provide technical support for the company’s products, including assessment of On-Wing engine defects, provision of troubleshooting (cause identification) actions, prioritisation of defect resolution and engine work-scope definition
Definition and scheduling of On-Wing rectification plans, in conjunction with internal Rolls-Royce Service Lines and, in the case of the availability positions, the Boeing GoldCare team, ensuring all aspects are managed appropriately
Management and direction of any assigned Rolls-Royce Services resources in support of engine maintenance
Develop and maintain strong relationships
Experience of working in a customer facing environment and ideally be educated to degree level in a relevant discipline and / or possess significant experience of the company’s products and services
High degree of self-motivation, flexibility, initiative and an ability to continuously develop effective working relationships to deliver on commitments

223

Technical Support Representative Resume Examples & Samples

Maintain electronic Parts Look-Up System (PLUS) for Truck/Trailer products and accessories
Maintain and update existing parts manuals in response to Engineering changes
Provide support to PPG Customer Response Center by answering customer technical questions
Research technical questions regarding service parts problems
Review drawings to ensure part number database is up to date and accurate. Set up new part numbers, implement supersedures, and create field kits as required
Identify new sources and/or approved substitutes for obsolete parts
Review drawings to ensure that changes made to replacement components do not affect form, fit, function or reliability of part
Represent PPG at various meetings such as Corrective Action Team (CAT) meetings, project reviews, and Quality Review Board (QRB) meetings
Conduct stock investigations in support of PPG warehouse inventory, to resolve customer issues/complaints/questions
Provide technical support to PPG inspection dept. to disposition discrepant material at Receiving
Ensure PPG parts are compliant with U.S. Customs Regulations for importing & exporting. (e.g. NAFTA certificates, proper U.S. tariff classification, proper ECCN classification)

224

Technical Support Representative Resume Examples & Samples

Diagnose and troubleshoot complex product and system issues via telephone, email, chat, and remote control/ assist software. Research system environments, versioning, configuration, permissions and inter-operability with other software including Nagios
Assess issues and establish a course of action to guide the client/ colleague to timely resolution of inquiry
Manage escalations of customer issues not able to be resolved by less experienced Technical Support team members
Create case logs, record information, establish resolution time and follow up on issues. Identify and communicate trends to Product Management, Engineering and Quality functions
Answer technical and how-to-use inquiries
Prepare and audit unresolved status queue to monitor and report open support issues
Serve as lead in the deployment of customer systems and assist with other technical assignments
Contribute to the modification and improvement of technical support systems, work flows and policies as well as help to plan, develop and maintain support documentation
Maintain a high level of industry knowledge through continuous training
Periodically participate in customer site visits and industry trade show and events

225

Technical Support Representative Resume Examples & Samples

Assist in connecting customers to Technical, Entitlement & Experts
Assist customers in creating TS cases and route to the correct team based on customer’s problem description
Takes accurate and complete notes of the customers’ concern
Provides proactive approach in identifying customer’s urgent concern and assist in ensuring an expert takes action towards resolution of the issue
Escalate customer cases to the right Lead or Manager depending on the concern
Handling high severity and priority user requests
Provide feedback and suggestions for improvement on tools, processes and content errors to the management team
Up-to-date technical knowledge is an advantage
Completed 2 yrs in college OR at least 1 SEMESTER of college w/ 2 years Call Center Experience
Excellent conversational English skills – Expressive, Assertive, Pro active and Confident

226

Technical Support Representative Resume Examples & Samples

Provide high level of customer service over the phone in an efficient, friendly, and knowledgeable manner
Communicate problems as appropriate to management
Provide assistance and troubleshooting for wireless
Answer customer questions on digital phone features and services
Troubleshoot internet connectivity with customer owned devices while staying within scope of support
Willingness to learn and stay current with new internet connected devices including mobile phones, gaming systems, computers, and other in home technology
Minimum of twelve months experience in computer/network customer service support environment
Strong PC skills are required, with proficiency in Windows-based software applications and operating systems
Must be technically savvy, and able to learn new technology and program applications quickly
Must be focused on making our organization the best provider of customer care
Must possess and demonstrate great interpersonal and communication skills (verbal and written)
Ability to analyze and resolve difficult problems and arrive at logical solutions efficiently
Two or more years of practical troubleshooting and technical analysis is preferred
Knowledge of network hardware, software and applications, routers and hubs, proxy server environment
Able to analyze, break down, and interpret complex data from reports
Ability to multi-task and troubleshoot multiple technical operational problems concurrently
Experience or knowledge of various operations systems, smart and internet enabled devices (mobile phones, tablets, gaming systems)

227

Field Technical Support Representative Resume Examples & Samples

Take ownership of customer issues reported and see problems through to resolution
Research, diagnose, troubleshoot and identify solutions to resolve customer issues
Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
Provide prompt and accurate feedback to customers
Ensure proper recording and closure of all issues
Document knowledge in the form of knowledge base tech notes and articles
Degree in Information Technology, Computer Science or equivalent
Proven working experience in enterprise technical support, IT support or as a technical engineer
Strong knowledge of OS like Windows, Andriod and iOS
Excellent client-facing skills
Fluent English language

228

Technical Support Representative Resume Examples & Samples

Copy of passport or any legal document
Interview Questions
CSA Tool (CSA Score of 3.0) during recruitment interview
Grammar Test
Pass Operations Interview
Resume
Interview Question
COE
Technical Assessment
Assessment
Onsite interview with Operations

229

Technical Support Representative Resume Examples & Samples

Effectively interact with customers of all technical skill levels to define, research, and resolve customer issues quickly and accurately
Communicate and resolve technical issues via phone, email, and chat until resolution
Provide a superior level of service in all customer interactions, with a target of first call resolution
Troubleshoot network environments to include working with various operating systems, firewalls, routers, custom product configurations, and API integrations
Communicate effectively with customers, team members, and other internal departments
Provide timely updates to customers, colleagues, and management on the status of outstanding cases
Organize and communicate customer feedback and bug reporting to the appropriate internal audience

230

Technical Support Representative Resume Examples & Samples

Represent Lutron with a professional, upbeat attitude according to our Five Principles, particularly TAKE CARE OF THE CUSTOMER
Develop technical expertise regarding Lutron products, systems, and services
Support our customers by providing necessary information on our stand-alone and system level products via phone and email in a timely and professional manner
Troubleshoot and diagnose user issues regarding Lutron products and systems
Document problems and solutions in a central database, escalate customer questions when necessary
Communicate effectively with other areas of the company to meet or exceed customer expectations
Take on special projects as necessary to meet or exceed the goals of our technical support team
Be passionate
Be customer focused
Either

231

Field Technical Support Representative Resume Examples & Samples

Provide software service, post- sales or service delivery support and solve applications problems for remote or local accounts, on standard and specialized systems
Provide direct post-sales systems technical support to end users and HP Authorized Service Providers
Detailed understanding of general/technical aspects of the onsite system repair job

232

Technical Support Representative Resume Examples & Samples

3 or more years work experience in IT support environment , or
4 or more years work experience in Telecom equipment installation and support environment
Minimum 5 years’ PC Experience or Expert-Level knowledge on PC Repair
Minimum 2 years’ networking experience, being able to install and troubleshooting network gear
Must have an understanding cabling infrastructure and its topologies
Must be able to lift 50lbs. or more on a consistent basis
Must be able to troubleshoot and maneuver within the following operating systems (Windows XP and Windows 7)
Must have an understanding of and ability to maneuver within Active Directory
Must be experienced in using Microsoft Office Suite, Remedy Service Desk, and Microsoft System Center Configuration Manager
Proficient knowledge of effective Customer service and telephone support
Proficient knowledge of support processes, problem management tools, and procedures
Proficient knowledge of PC hardware, Novell NDS Administration, WIN98, NT, XP, Novell ZEN, SMS, MS Projects, and MS Office Suite
Proficient knowledge of call management
Basic knowledge of specific application impact on business functions
Proficient knowledge of network equipment including configuration, installation, and termination of cabling
Proficient knowledge of technical troubleshooting on electronic equipment
Basic telecommunications skills such as cable termination and equipment installation
Strong working knowledge of electronic key systems and peripherals
Strong knowledge of PBX and peripheral administration and maintenance
Excellent partnering, communication, and negotiation skills so as to interact effectively with business Customers and technology development and support groups
Ability to maintain composure under pressure, accurately assessing problem situations
Ability to complete tasks by scheduled completion date
Ability to reorder job priorities as needed
Accurate problem diagnosis and ability to resolve moderately complex IT problems rapidly and effectively
Ability to work effectively in a fast paced, team based, Customer service oriented environment
Keyboard skills
Consistently recognized as a top performer in their job title by both Employees and Leadership

233

Technical Support Representative Resume Examples & Samples

Provide first line of support for incoming technical calls
Respond to monitoring alerts from field installed hardware and software
Identify problems and escalate to appropriate next level of support as necessary, including discussions with external vendors
Remotely re-set digital control equipment when appropriate
Perform network diagnostic tasks to check connectivity
Fairly deep understanding of company hardware and software systems
Computer skills required: MS Office Suite (Outlook, Word, Excel, Access)
Ability to follow complex instructions through to completion, with minimal supervision
Relies on instructions and pre-established guidelines to perform the functions of the job
Ability to keep company information confidential
Must work in a professional and efficient manner
Excellent phone skills and capable of wearing a phone headset
Understanding of computer networking components
Very detail-oriented
Analytical thinker with technical aptitude
Highly conscientious and task-oriented
Ability to handle the tasks associated with a fast-paced environment
Ability to multi-task between systems
Non-standard work hours
Spanish as a second language helpful

234

Technical Support Representative Resume Examples & Samples

Must have a minimum of 5 years’ experience in computer related technical support role providing troubleshooting support (Helpdesk, Desktop and or Network Support)
Must have a minimum of 1 year experience in providing direct support to external customers over phone and email
Must have experience with Microsoft SQL Server and / or SQL query hands-on past
Must have experience with Microsoft operating system
Must be able to work Monday – Friday (Shift - 3 PM to 12AM). The timeframe is based on a traditional 8 hour workday with a 1 hour lunch but the starting and ending times may vary due to customer support needs and applicant availability
Must be able to travel up to 10% to various JHA clients to provide onsite software upgrades (domestic travel is possible)
Associate’s degree
Experience with networking principles is preferred
Basic experience of Banking Operations, item processing, branch capture, banking experience in the area of item process
Interacts with product support personnel, and the customer, when the customer’s problem cannot be resolved directly by first-level resources
Provides technical assistance to customers. Provides support to customers/users if product issues are encountered
Analyzes the problem as described by the customer and determines the best course of action. Interacts directly with the customer/user when the product or issue is highly technical or sophisticated in nature, such as with systems level software where the user has a technical background. Includes all appropriate departments to facilitate a successful resolution to any client issue
Reports design, reliability and maintenance problems or bugs to software engineering
Creates defect records on all reported issues with supporting files and examples for development to create code fixes
Prepares test environment when necessary to simulate, document or recreate errors or problems reported by customer to determine appropriate action
May prepare test environment and test new enhancements or other internal quality testing
Maintains familiarity with company products by attending training classes, observing experienced support personnel, reading software documentation, and participating in on-line training programs
May bid and complete Customer Work Requests (CWRs) in accordance with company standards. May be involved in customer installations, upgrades, and training

235

Technical Support Representative Resume Examples & Samples

Provides effective customer service in a 24X7X365 production environment (rotating on-call and holiday support may be required)
Installs, configures and troubleshoots desktop systems, workstations, servers and network issues in a heterogeneous environment. Tests solutions to ensure the problem has been adequately resolved
Provides exceptional customer service with desktop, laptop, tablet and mobile device support
Provides support for Windows 7 and Windows 8.1 OS; Microsoft Office 2016; Active Directory; Skype for Business; etc
Ensures Windows Patching and Security Updates are applied
Performs on-site analysis, diagnosis, and resolution of complex desktop problems for end-users, and recommend and implement corrective solutions, including off-site repair for remote users as needed
Documents, tracks and monitors client incidents in ticketing system to ensure a timely resolution. Prioritizes ticket queue and escalates problems to the appropriate technician or management, when necessary
If necessary, liaises with third-party support on desktop, laptop, and mobile devices with equipment vendors
Ensure compliance with corporate initiatives and standardization projects
Skill in troubleshooting and using diagnostic tools for client accessibility problems to applications and network
Problem Solving and critical thinking skills, ability to multi-task and react quickly

236

Technical Support Representative Resume Examples & Samples

Download radio and alarm panel programming information into new/existing accounts in response to telephone requests
Process requests for multiple vendor applications customized by install configuration
Complete data entry associated with downloading, including confirmation of test signals
Provide real-time installation quotes to field technicians and limited technical support to customers. Enter order information into the system for technician upsells and process payments as applicable
Troubleshoot system functionality related to radio registrations and panel programming in response to failed confirmation requests
Process data changes received via mail, fax, phone or internal ticket on Informix and MasterMind
Support false alarm research and damage claims, as well as provide support for other data cleanup projects
Six (6) months of ADT experience in inbound telephone groups (i.e.,CSG, TAS)
One to two (1-2) years of related industry experience
Ability to successfully pass data and provisioning assessments during training
Ability to type 30 wpm
Excellent working computer knowledge
Strong problem-solving and multi-tasking skills a must

237

Technical Support Representative Resume Examples & Samples

Must be able to work Monday - Friday from 9am - 6pm
Minimum of 18 months of technical support (computer hardware/software installation/ trouble shooting) or other customer product support
Knowledge/ability to use desktop sharing software
Knowledge of Mac OS X is a plus
Certifications in Cisco (CCNA)Microsoft Certified Desktop Support Technician (MCDST)
Accurately assesses the customer's product issue or problem. Asks the user well-thought out or detailed questions, and carefully listens to the user's response to fully comprehend the need, product issue, and best avenue for resolving the problem
Identifies and resolves software/technical issues and any other questions that may arise. Answers general software/technical questions
Provides appropriate personnel a precise understanding of user's issues, when the problem needs to be escalated to a higher level
Works assigned cases/emails and resolves in accordance with Service Level Standards (SLS). Uses available support tools to assist the customer and/or recreate the issue

238

Technical Support Representative Resume Examples & Samples

Hnd/Bachelor Degree Preferred, Agricultural field a plus
Experience with agricultural data management systems and machine control systems, experience as a service or support technician in an Agricultural field a plus
Possesses strong communication skills, both verbal and written. Must be fluent in English; German and French a strong plus
Effective decision-making, planning, communication, and collaborative problem solving
Strong troubleshooting and analytical skills
Experience and strong competency with Trimble Agriculture products
Experienced with Microsoft office applications, Must be comfortable with learning new computer applications
Must be a team player and be able to leverage resources through sound organizational skills and teamwork

239

Technical Support Representative Resume Examples & Samples

Degree in Surveying or Geomatics
2 to 4 years relevant work experience would be highly regarded
Must be fluent in English with the ability to articulate thoughts verbally and in written form in professional and organized manner. French, German or Spanish speaking is a plus
Experience with Trimble products preferred

240

Technical Support Representative Resume Examples & Samples

Provide first level technical support for agents regarding policy processing, quoting, printing and download; internet/browser issues; application login access, maintenance and navigation with a goal toward first call resolution
Provide first level technical support for policyholders regarding account registration, login access, navigation, and profile changes
Correct all agent error transactions using our Customer Information Control System (CICS) mainframe application and internet based applications
Identify and escalate issues to second level support and follow up with agents/customers as needed
Keep abreast of Grange product updates, product underwriting guidelines, and software application changes as they relate to agents writing new policies and updating existing policies
Interact with internal and external customers providing professional, reliable and prompt service
Assist with other projects and perform other duties as assigned

241

Technical Support Representative Resume Examples & Samples

Provide front line queue support for customers; communicating technical support processes to customers in clear and understandable terms
Problem solving by collecting data, establishing facts, and drawing valid conclusions in a timely basis
Consistently exceeds customer expectations for service quality and is able to identify needs and solutions for improving customer experience
Meet call metrics and standards as defined by the department, and enter all requests into SFDC database
Create knowledgebase content documenting known errors, workaround, procedures and application specific information
Keep abreast of new industry trends and how they would interact with Company products
3+ years in a technical environment
1+ years experience in a call center environment
Professional demeanor; ability to interact positively with customers
Superior interpersonal and oral/written communication skills with the ability to relate well and cooperate with others
Solid working knowledge of the Windows Operating System, including but not limited to Windows XP and 7
Solid working knowledge of Windows registry, file and folder security, local/domain user security, and operating system troubleshooting
Working knowledge of SQL 2008 R2 preferred
Must be knowledgeable in supporting Internet Explorer (Chrome, Fire Fox)
Understanding of standard client/server, networking and internet fundamentals
Understanding of MS Office and support of add-in services
Requires strong organizational and time management skills
Knowledge of Windows Server 2003/2008 or Terminal Services a plus
MCSE or other technical certifications a plus

242

Technical Support Representative Resume Examples & Samples

Respond to customer inquiries via phone, email, and chat
Resolve inquiries by answering questions on software or online products utilizing skills such as guiding customers through applications, assisting with installations, troubleshooting issues and performing testing as necessary to replicate issues
Documents call contacts and details completely and accurately following established processes and procedures in a CRM application
Actively manage open cases/tickets and ensure that all necessary follow-up is completed to provide resolution to meet department SLA’s
Ability to adapt to the technical knowledge level of the caller
Experience guiding customers through products, troubleshooting issues and passing feedback to developers
Advanced problem-solving skills and ability to support all levels of customer technical aptitudes
Experience with managing tickets/cases from initial contact through to resolution
Understanding of operating systems, plug-ins, common software downloads (e.g. Adobe), etc
Highly proficient with Microsoft Applications including Outlook, Excel, Word and Access
Ability to work in a fast-paced, call center environment
Ability to multi-task and prioritize work

243

Technical Support Representative Resume Examples & Samples

Provide first call resolution technical support to all customer calls regardless of product or complexity of the problem
Deliver professional and top quality customer service to all customers
Troubleshoot, diagnose, and resolve calls that are focused on product functionality, connectivity, and product failure for all software products
Demonstrate technical knowledge in areas such as Operating Systems, Software Utilization, DOS, Windows, Novell, Routing, VPN, Wireless, Remote Access Software and Web based applications on a daily basis
Analyze, identify, and recommend corrective actions to ensure problem resolution and customer satisfaction
Clearly and effectively communicate issue
Identify trends or patterns of recurring issues or problems, notifying the Product Specialist when recognized
Demonstrate teamwork through sharing knowledge, brainstorming complex customer issues with colleagues and proactively sharing common issue resolutions throughout the department and across locations
Mentor and provide assistance to new Tech Support Reps as needed

244

Technical Support Representative Resume Examples & Samples

Minimum requirement of BA / BS in Computer related fields, or equivalent technical certification
Experience with all Microsoft products
Excellent interpersonal skills essential (both verbal and written communication)
Three years’ experience in technical support or customer service for a software application serving at least 1,500 end-users with an emphasis on networking, database and or desktop support is desired
Experience with GPS solutions for Enterprise-level customers preferable
Experience or knowledge of industry standard quality systems, and the ability to create technical and process documentation to quality standards
Highly customer focused
Self-motivated, with a proven ability to learn quickly, multi-task and work independently as well as part of a team
Strong problem solving skills; a keen attention to detail with an analytic approach to work
Willingness to be flexible with working hours
An aptitude for working in a changing environment and managing multiple priorities
A history of delivering to stringent Service Level Agreements (SLA’s)
Full UK Driving Licence

245

Technical Support Representative Resume Examples & Samples

Minimum Associates degree or technical institute degree/certificate in Computer Science, Information Systems, Business Administration, or other related field required Bachelor’s degree a plus
0-2 years experience
Experience with ITIL Foundations a plus
HDI support analyst certification a plus
Strong interpersonal skills with any type of user, client or partner
Superior organization, prioritization, self-motivation, and problem resolution skills
Personal computing skills: proficiency regarding Internet concepts and Microsoft Office, including Word, Excel, Access, PowerPoint, and Outlook
Previous experience using call center specific tools and tracking software
Ability to analyze incidents or service requests and recommend solutions
Ability to interact effectively as a member of a team and work collaboratively with other departments. Leadership qualities a plus
Ability to actively listen to customers (e.g. students, staff, etc.) and to understand and respond positively to their requests
Ability to work without close supervision and to set job related priorities
Ability to occasionally lift up to 25 pounds and lift up to 50 pounds with assistance

246

Technical Support Representative Resume Examples & Samples

Demonstrates the highest quality of customer service and effectively interacts with all internal and external business contacts
Attends and contributes to supplier and company meetings and is available for travel to participate in technical training
Uses resources effectively to provide customers the best component selection for the application and offers associated items with product support. Also provides Mouser website and online chat support
Communicates requirements and interacts effectively with customers, suppliers, Customer Service, Products and other Mouser departments. Demonstrates the ability to learn and understand profit margins, markups and competitive pricing, and shares information with Product Managers to secure the best possible profit margins. Proficient use of computers, networks, software programs, and other resources
Return and follow-up with quotes, suppliers, and Customer Service within Mouser’s required response time. Learns and demonstrates effective quoting skills with minimum mistakes and errors. Evaluates and works quotes by fax, Bill of Materials, e-mail, system, and other formats as required
Understands and is able to correctly work with multiple currencies, profit margins, markups and competitive pricing strategies, and other requirements with regard to processing international orders
Demonstrates effective time management and organizational skills; Attends and contributes to supplier and company meetings
Supports the Local Customer Service team, and provides support for other teams when needed
Supports and participates in company total quality process and represents the company in a professional manner. Works with minimum supervision and makes independent decisions. Maintains proper phone coverage during scheduled work hours and regular attendance at work is an essential part of the job
Others duties as assigned
2 years related technical degree in electronic engineering or technology and minimum 1 year experience in electronic product design or design support or application support, or an equivalent combination of education and experience
Exhibits understanding of technical specifications to assist in the selection of semiconductor, electromechanical and optoelectronic components
Exhibits proficiency in the use of block diagrams, schematics, test equipment, and test procedures to analyze and troubleshoot printed circuit board assemblies and sub-assemblies
Proficient PC experience in a Microsoft Windows environment: Internet, Microsoft Word, Excel, Outlook and other software
Proficient typing, writing skills, and math skills including currency conversions
Demonstrates understanding of profit margins, markups and competitive pricing strategies
Professional verbal and written communication skills in English and local language (minimum). Additional languages may be required
Excellent written and clear verbal communication on the telephone or in person and interacts effectively with individuals and groups inside and outside the organization
Exhibits strong analytical, organizational and time management skills. Analyzes the impact of decisions before execution and must be detailed and thorough in work habits with the ability to multi-task

247

Technical Support Representative Resume Examples & Samples

Responsible for assisting users with their questions about any of our supported software and computing platforms, in a professional and courteous manner through Voice, Email and/or Chat
Communicates highly technical information to both technical and non-technical personnel
Knowledge of infrastructure applications such as IIS, Windows Server, SQL server etc
Some of the key request types that individuals will be expected to handle include User Provisioning, Applications Support, CITRIX, McAfee, Mobile Support, Oracle e-Business, Database, Telecom Support, VPN provisioning, Printing etc
Tier I helpdesk support – Individuals capable of taking calls, do root cause analysis, and provide solutions to the customer
Remote user support
Mobile support - iPhone and Blackberry
Good Interactive and communication skills
Self-motivated to learn new technologies and new ways to deliver support
Stays up-to-date with the latest technologies

248

Client Technical Support Representative Resume Examples & Samples

Client Support is the face of DataSafe. Our interaction with our clients is a vital piece to them retaining their business with Fiserv and DataSafe
Opportunity to grow and contribute to the continued growth and success of DataSafe
We are a family here at DataSafe. Our collaboration is necessary for team’s success
Define and/or resolve moderate to complex client problems with Fiserv DataSafe product. Act as first point of interaction through client contact channels (telephone, email and web). Simulate or recreate client problems to analyze and resolve user operating difficulties

249

Technical Support Representative Resume Examples & Samples

Deliver service and support to end-users using and operating automated call distribution phone software
Interact with customers to provide and process information in response to technical problems that come in through a help line
Gather customer’s information and determine the issue by evaluating and analyzing the symptoms
Enter all relevant data for record keeping into web based software
Compile and analyze data on a monthly basis
Diagnose and resolve technical hardware and software issues involving bluetooth connectivity
Follow standard processes and procedures
Identify and escalate priority issues per Client specifications
Redirect problems to appropriate resource
Follow up and make scheduled call backs to customers where necessary
May be required to work a different shift and/or longer hours depending on the needs of customer
Other duties and/or responsibilities assigned by management
Excellent personal interaction skills
BS or Technical degree preferred
Ability to work independently in an agile environment
Aptitude for understanding modern technologies
Basic knowledge of Bluetooth functionality
Basic knowledge of the latest iOS, Windows & Android operating systems
Ability to solve technical/critical issues in a timely manner
Competent with Microsoft Office Suite (MS Word, Excel, Outlook)

250

Technical Support Representative Resume Examples & Samples

Answering inbound calls from clients
Providing password resets and other general questions
Research specific issues with Support tools/knowledge base
Document/Type tickets within CRM system
Follow-up or escalate issues as needed

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