Client Tech Support Resume Samples

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JF
J Feil
Janis
Feil
7987 Brenden Station
Phoenix
AZ
+1 (555) 125 6384
7987 Brenden Station
Phoenix
AZ
Phone
p +1 (555) 125 6384
Experience Experience
San Francisco, CA
Client Tech Support
San Francisco, CA
Bartoletti, Jast and Gaylord
San Francisco, CA
Client Tech Support
  • Creates case logs, record information, establish resolution time, follow up on issues, and escalate complex issues
  • Works in a team environment and assist team members on various issues
  • Assist on multiple business initiatives and assignments; to positively impact identified team based areas of opportunities
  • Assesses issues and establish a course of action to guide the client/associate to timely resolution of inquiry
  • Works effectively and efficiently under time constraints and high stress/pressure environments
  • Practically applies knowledge of CDK case resolution process, policies, and escalation methodology
  • Works in an environment with competing priorities
Boston, MA
Lead Spec, Client Tech Support
Boston, MA
Runte, Keeling and Satterfield
Boston, MA
Lead Spec, Client Tech Support
  • Ensure service provided by the CTL is consistent across the network
  • Ensure service provided by the QL is consistent across the network
  • Manage your time effectively to allow for capture work, training, customer calls and new case assignments to facilitate prompt resolution
  • Manage your time effectively to allow for scrub analysis, agent coaching and escalation management
  • Work effectively as a team player by supporting others
  • Fostering and maintaining working relationship with analysts
  • Willingness to work in shifts
present
Detroit, MI
Senior Spec, Client Tech Support
Detroit, MI
Baumbach Group
present
Detroit, MI
Senior Spec, Client Tech Support
present
  • Provide performance feedback to management
  • Proactively manage the individual metrics including Service Level, TAT, Open Incidents, Average Time to Close, case management
  • Develops and applies specialized knowledge within own discipline
  • Responsible for providing intelligent analysis on escalations business to senior management
  • Assists program or process development and implementation
  • Provide technical guidance in activities associated with identifying, prioritizing and resolving problems by telephone and e-mail
  • Screen, refer, and diagnose internal inquiries and work requests relating to retail customer issues
Education Education
Undergraduate Degree in Related System Engineering Fields
Undergraduate Degree in Related System Engineering Fields
Ashford University
Undergraduate Degree in Related System Engineering Fields
Skills Skills
  • Practically applies knowledge of CDK case resolution process, policies, and escalation methodology
  • Receives inbound client/associate inquiries via phone, web chat, e-mail, and online ticket
  • Assesses issues and establish a course of action to guide the client/associate to timely resolution of inquiry
  • Troubleshoots problems with malfunctioning software applications and recommends corrective action
  • Directs and guides clients through resolution of technical issues
  • Submits requests for product changes and other custom programming updates
  • Creates case logs, record information, establish resolution time, follow up on issues, and escalate complex issues
  • Provides customer service and remote support services and applies problem solving skills
  • Works in a team environment and assist team members on various issues
  • Provides other ad hoc support and duties as assigned
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5 Client Tech Support resume templates

1

Client Tech Support Rep, Professional Resume Examples & Samples

  • 2+ years of experience in a customer service, technical support or account management role
  • Experience implementing, configuring, monitoring and restoring Unix/Linux servers
  • Experience or Knowledge in Oracle databases management and support
  • Experience or Knowledge of SQL Statements as a data management, analysis and reporting tool
  • Experience with matrix management of cross-functional processes and teamsBanking industry knowledge
  • Experience or Knowlolege in server monitoring
2

Client Tech Support Resume Examples & Samples

  • Assesses issues and establish a course of action to guide the client/associate to timely resolution of inquiry
  • Troubleshoots problems with malfunctioning software applications and recommends corrective action
  • Provides customer service and remote support services and applies problem solving skills
  • Works in a team environment and assist team members on various issues
  • Provides other ad hoc support and duties as assigned
  • Works in an environment with competing priorities
  • Bi-lingual in French and/or Spanish required
  • Associates/Bachelors preferred or equivelant experience
  • Knowledge of Microsoft O/S and PC hardware, Microsoft Printing, Active X controls, and Mobile devices (Smartphones/iPads)
  • Knowledge of Unix / Linux / SQL
3

Client Tech Support Rep Resume Examples & Samples

  • Ability to spend majority of the day engaged in telephone discussion with customers
  • An understanding of basic helpdesk knowledge very helpful
  • Experience delivering customer service to both B2B and B2C customers ideal
4

Senior Spec, Client Tech Support Resume Examples & Samples

  • Work location is Xiamen
  • English proficiency ( CET-4)
  • Familiar with software reporting tools esp. PowerPoint, Excel...etc
5

Senior Spec, Client Tech Support Resume Examples & Samples

  • Provide technical guidance in activities associated with identifying, prioritizing and resolving problems by telephone and e-mail
  • Screen, refer, and diagnose internal inquiries and work requests relating to retail customer issues
  • Act as regional escalation point of contact for retail customers
  • Provide support and approval for retail DOA case
  • Interlock with Logistics, Customer Care, and Finance departments to ensure the speedy resolution of refunds
  • Conduct training calls with new channel partners and Sales POCs
  • Daily handling of retail cases through Moxie and Fusion while maintaining the SLA for those tools
  • Responsible for the communication between the 1DD and the reseller to resolve refund cases which involve the channel partners
  • Up to two years’ experience that shows good knowledge of Microsoft Operating Systems and applications
  • Fluency in English and Spanish
  • Excellent escalation handling skills
6

Client Tech Support Intern Resume Examples & Samples

  • Minimum 2 years of associated job/project/classroom experience
  • Detailed analytical abilities
  • Data mining - collecting and formatting data, creating reports and visual summaries
  • Practical application ability with Microsoft Office Suite (Excel, Visio, Pivot Table, Flow Chart, Relationship Diagram)
  • High ability to multi task and manage multiple projects
  • Strong critical thinking / problem resolution and follow up skills
  • Ability to interface with all levels of associates and managers
  • An understanding of financial industry and online banking products helpful
7

Lead Spec, Client Tech Support Resume Examples & Samples

  • Leads overall technical implementation for large and complex customer break/fix issues
  • Analyze daily data to identify emerging support, product, or compatibility problems and close loop to the respective functional areas
  • Remain knowledgeable of Dell's product line desktops, laptops, portables, peripherals (e.g., printers, projectors, etc.) and software, current industry products and technologies
8

Senior Spec, Client Tech Support Resume Examples & Samples

  • Responsible for providing intelligent analysis on escalations business to senior management
  • Strong background in Dell processes, procedures and tools. Includes strong background with REC & HCRT Teams
  • Exceptional technical skills (Client platforms, networking, wireless, etc.)
  • Exceptional Excel skills (Pivot Tables; Excel Functions; VBA)
  • Exceptional Publisher & PPT skills
  • Self-motivated, self-starter able to deal with lots of ambiguity, change, and minimal direction self-starter
  • Proven track record of exhibiting a positive attitude during times of internal changes and restructuring
  • Ability to work under pressure or deadlines with a heavy, complex case load
  • Uncompromising Customer Experience focus
9

Client Tech Support Senior Assoc Resume Examples & Samples

  • Undergraduate degree with 2+ years relevant experience with Project Management and Video
  • Excellent communication skills. Fluent verbal and written English and Chinese language required
  • Strong facilitation and communication skills. Global project experience preferred
  • Microsoft Office skills: Word, Excel, PowerPoint
  • Experience with social media platforms is required (personal or professional), understanding ecommerce is required
10

Client Tech Support Engineering, Professional Resume Examples & Samples

  • Provide systems availability monitoring and reporting
  • Provide systems diagnostics monitoring and reporting
  • Perform incident capture, verification, diagnostics and escalations
  • Create tickets according to SOPs
  • Perform Level I designated first call resolution
  • Maintain knowledgebase documentation
  • Follow defined escalation process to escalate issues to higher levels
  • Timely notification of personnel call-outs
  • Performs administrative and other duties as assigned
  • Entry level IT experience
  • Experience with system monitoring applications
  • Experience with Microsoft server products
  • Experience with incident management system
  • Previous experience in a customer service orientated position preferred
  • Basic knowledge of PC and Server Hardware
  • Self-driven with the ability to successfully work and promote inclusiveness in small groups
  • Ability to follow defined standard operating procedures
11

Senior Spec, Client Tech Support Resume Examples & Samples

  • · Analyze customer mention on social media platforms in Spanish and Portuguese and report insights
  • · Insights to be presented at department level
  • · Natural Language processing abilities ( build keywords, variations, syntaxes )
  • · Build predictive models based on historical data set
  • · Build early warning system for Dell products and services based on sentiment and volume analysis
  • · Research which websites need to be included in analysis based on google analytics
  • · Coordinate with content team to develop content for top issues
  • · Lead key projects based on work streams formed ( internal to Dell )
  • · Ability to program / build rules engine for automation ( basic programming skills )
12

Client Tech Support Resume Examples & Samples

  • Advanced knowledge on hardware and software troubleshooting on desktop, portables and workstations
  • Advanced professional verbal and written communication skills, with external customers and within the company
  • Advanced research, analytical reasoning and troubleshooting skills
  • Advanced organizational and time management skills
13

Lead Spec, Client Tech Support Resume Examples & Samples

  • Actively listen to customer needs, and strive to resolve technical issues quickly, without sacrificing accuracy
  • Confirm hardware failure before dispatching through complete and accurate troubleshooting, utilizing available tools - internal & external knowledge bases
  • Act as a liaison to IPS and engage all parties/resources necessary to reach a resolution appropriate for the customer
  • Demonstrate effective and positive verbal/written communication skills with co-workers and customers by clearly and concisely expressing ideas
  • Exhibit flexibility, adaptability to change, and willingness to accept feedback
  • Maintain a positive attitude throughout all adversity
  • Work effectively as a team player by supporting others
  • Ensure service provided by the CTL is consistent across the network
  • Maintain SME level expertise in High Complexity issue resolution
  • Strong technical knowledge in areas covered by CTL in High Complexity issues
  • Sharing of technical knowledge
  • Identifying gaps & Improving business processes
  • Superior communication skills (written \ verbal)
  • Quick learner with willingness to adapt/learn
14

Lead Spec, Client Tech Support Resume Examples & Samples

  • Be the first line of resource and escalation for itsbroke analyst team members
  • Drive and resolve complex problems that impact North America Client Upsell and Enterprise tech support from efficiently and effectively helping customers
  • Engage and drive a plan and forward momentum related to escalated issues and provide updates to leaders
  • Support the ongoing evolution of the itsbroke team
  • Review and analyze data to identify submission trends, increase issue awareness, and root cause complex issues
  • Frontline Client Upsell or Enterprise tech support experience
  • Works effectively under time constraints and high ticket volume
  • Advance knowledge of Dell Tech Support oriented tools (Delta, Educate, SMPD, Turbo Tech, Moxie, etc.)
  • Advanced professional verbal and written communication skills, with internal customers and within the company
15

Senior Spec Client Tech Support Resume Examples & Samples

  • Focuses on passionate delivery of a positive and rewarding customer experience according to Dell standards
  • Maintain constant communication to educate team members and support customers within procedural guidelines to ensure a complete solution to their inquiries
  • Obtain, distribute and perform analysis of trends and design solutions to improve performance (e.g., case management productivity, cost effectiveness, customer satisfaction, etc.)
  • Track daily the progress of assigned teams performance and offer strategies for improvement
  • Deliver presentations to management on overall organization & team results, actions and strategies
  • Stays up to date on new product technology offerings, date knowledge of the industry as well as the competitive posture of the company
  • Ensure high level technical expertise on new releases, upgraded products, policies and procedures, from front-line representatives through training and certification matrix driving
  • Proactively document and update known issues and common inquiries into support solutions databases for diagnostics and solutions implementation
  • Escalates and follow-up on more complex customer technical issues owned by senior level support
  • Undergraduate degree in related system engineering fields and 3+ years relevant technical support experience
  • 2+ years of proven experience providing support to teams of at least 10+ people
  • Proven leadership, effective coaching, training delivery and team building skills
  • Advanced organizational and time management skills; to drive and deliver key business results and department milestones
  • Intermediate/Advance English level - verbal and written
16

Lead Spec, Client Tech Support Resume Examples & Samples

  • Degree in Computer Science / IT related discipline with at least 3-5 year related working experience
  • Speak, read and write proficiently in English. Added language skills will be an advantage
  • Exposure & knowledge to the following systems technologies
  • LAN with Ethernet/802.3 network like 10/100/1000baseT and Token Ring or fiber optics (an added advantage)
  • TCPIP, Netbios and other protocols
17

Lead Spec, Client Tech Support Resume Examples & Samples

  • Analyze customer mention on social media platforms in Chinese & Korean or Japanese and report insights
  • Insights to be presented at department level
  • Natural Language processing abilities ( build keywords, variations, syntaxes )
  • Build predictive models based on historical data set
  • Build early warning system for Dell products and services based on sentiment and volume analysis
  • Research which websites need to be included in analysis based on google analytics
  • Coordinate with content team to develop content for top issues
  • Lead key projects based on work streams formed ( internal to Dell )
  • Ability to program / build rules engine for automation ( basic programming skills )
  • Customer Handling Skills (Tech, Care & Marketing)
  • Ability in moderating forums
  • Good written & verbal communication skills
  • Basic to intermediate analytical skills -
  • Good knowledge on Excel,
  • Knowledge of Social Media platforms and forums
  • Multiple language skills preferred
  • Ability to analyze complex / abstract data and build crisp insights
  • Program / Project management knowledge is preferred
18

Spec, Client Tech Support Resume Examples & Samples

  • Provides an advanced level of diagnosing, troubleshooting and resolution for complex system hardware and software related issues, using Dell policies and procedures to determine a course of action
  • Stays up to date on new product technology offerings, date knowledge of the industry as well as the competitive posture of the company; by successfully maintaining on-going technical education & development
  • Acts as a technical resource to provide Total Solutions pricing information and quotes; whenever is required by the customer
  • Assist on multiple business initiatives and assignments; to positively impact identified team based areas of opportunities
  • As part of this role, you will also obtain recurrent training on networking related fields and may apply for Technical Industrial Certifications, such as CompTIA, Microsoft
19

Client Tech Support Spec Resume Examples & Samples

  • Providing technical resolutions to external Dell Commercial Customers; including end-users and corporate IT staff, from Latin America and The Caribbean region; experiencing problems with Dell Desktop, Precision Workstations and Portable systems purchased with a ProSupport contract
  • Works with the customer via phone, chat and email; to provide resolution for problems that are moderately complex in nature, where considerable judgment and initiative is required in making recommendations
  • Intermediate English level - verbal and written
  • Native Spanish Speaker
20

Lead Spec, Client Tech Support Resume Examples & Samples

  • Actively listen to customer/agent needs, and strive to resolve issues quickly, without sacrificing accuracy
  • Ensure a positive Customer Experience by doing things right the first time
  • Manage your time effectively to allow for scrub analysis, agent coaching and escalation management
  • Maintain SME level expertise in business metrics
  • Strong Technical knowledge
  • Understanding of business metrics and objectives
  • Strong coaching and training skills
  • Enhancing relationship with supporting department
21

Senior Spec, Client Tech Support Resume Examples & Samples

  • Responsible for assisting in the management of low risk projects, the execution of standard of standard project plan, maintaining project quality and focus as directed
  • Works under the direction of Sr. Leadership
  • Performs Services based on level 1 services of a short term nature, primarily in a single practice
  • Ensures the successful completion of required deliverables/milestones and system based project closure
  • Understands the importance of customer satisfaction and acts accordingly
  • Point of contact for project schedule
  • Provide performance feedback to management
  • Basic ability to work independently
  • Basic relational skills (customers and partners)
  • Basic negotiation skills
  • BCRP
  • Recruiting assistance
  • Community Involvement
  • Scheduling/Shift Bid
  • CCO communication
  • L2 support
  • Distro Lists
  • Discipline tracker
  • New hire onboarding
  • Qfiniti Administration
22

Spec, Client Tech Support Resume Examples & Samples

  • Timely identification of a potential problem with expectation that you will be able to escalate before broad
  • Should be technically very sound and knowledge about Care Process will beneficial
  • Undergraduates with at least 12 months of international call center / 24 months of domestic call center or any other work experience – full time experience
  • Strong understanding of Dell’s various products including Desktop, Portables, Printer and Care related Issues
  • Must be able to adapt to various shift timings
  • In depth awareness about Dell and its related products
  • Able to multi-task to manage both tactical and strategic work streams relating to area of responsibility
23

Client Tech Support Representative Resume Examples & Samples

  • Provide advanced troubleshooting of various Open Solutions applications
  • Accurately assesses the client’s product issues or problems. Asks the client thoughtful and detailed questions and carefully listens to the user’s response to fully comprehend the need, product issue and quickly and accurately resolve the client’s need
  • Research client’s problems and issues to increase personal knowledge of Open Solutions products. Must keep skill set up to date on new products and releases by reading and researching advancements in Open Solutions products
  • May be required to go on-site to work directly with clients. Must possess exceptional communication skills and be able to effectively communicate technical issues into general terms
  • Perform advanced research and testing in order to analyze issues/defects and complete required documentation in order to escalate cases to the Open Solutions Development team
  • Minimum of five years of experience in the information technology field (i.e, application support, helpdesk support or technical support). Preferably in the Financial software industry
  • Ability to work extended hours when needed. After hours on-call duty, and extended weekly working hours may be required
  • Must possess world class customer service skills and be willing to go above and beyond client expectations
  • Proven history of exceptional teamwork and interpersonal skills
  • Ability to work on complex technical issues
  • General knowledge of the Banking/Credit Union Industry preferred
  • Prior use of Open Solutions products a plus
  • Software technical support experience preferred
  • Expected to document processes and be prepared to cross train co-workers and provide training sessions to clients
  • Ability to install, configure and troubleshoot client/server software applications
  • Ability to configure and troubleshoot the following items a plus:◦
24

Spec, Client Tech Support Resume Examples & Samples

  • Identify issues, investigate root causes and recommend solutions to reported problems
  • Screen, refer, and diagnose internal inquiries and work requests relating to retail customer issues in general and DOA cases specifically
  • Act as regional escalation point of contact for retail customers seeking DOA support
  • Provide support and approval for retail DOA cases
  • Interlock with Logistics, Customer Care, and Finance departments to ensure the speedy resolution of refunds due to reported DOA units
  • Responsible for the communication between the 1DD/retail/reseller DOA refund cases
25

Spec, Client Tech Support Resume Examples & Samples

  • Systems management (an added advantage)
  • Structure cabling systems
  • MS Windows 7, Win 2000, XP, Vista or NetWare operating systems
26

Client Tech Support Rep, Professional Resume Examples & Samples

  • 3+ years of experience in a customer service, technical support role
  • Microsoft Office package knowledge
  • Windows Server experience
  • Strong Customer Service skills
  • SQL/Oracle queries writing, understanding
  • Experience in self-managed positions highly desirable
  • Jboss, Weblogic, Apache Tomcat experience nice to have
  • Teamwork player
  • Self starter, quick learner and proactive
  • Up to 20% only if needed
  • Preferred Qualifications:(Optional)
  • Systems engineering student
  • Banking experience
  • Strong Troubleshooting experience
  • Customer Support background
  • US Visa and ability to travel
27

Senior Specialist, Client Tech Support Resume Examples & Samples

  • Provides second-level technical support on basic operational or maintenance of personal computers and /or peripherals using documented procedures and available tools
  • Guides customer technical support rep's troubleshooting efforts to identify products that are defective and direct in issuing service calls in accordance with guidelines
  • Generates/analyzes reporting specific to customer reps to perform coaching needs analysis. (technical performance metrics only)
  • Arranges mentoring sessions based on needs analysis and coaches to proper troubleshooting and guidelines adherence improvements. Generates/Provides thorough documentation with regard to mentoring sessions completed to customer rep's manager or supervisors
  • Resolves the most complex issues forwarded by technicians or peers. (e.g. executive technical escalations)
  • Maintains/builds relationships with other groups that impact the technical aspect for phone support (e.g. tool content teams, product group, REC, TAM Team)
  • Experiences as Quality Lead, L2 or Senior L1
  • Thorough knowledge of the following: Mainstream DOS and Windows Applications, Basic PC Hardware, Microsoft Operating Systems, Peripheral Subsystems including Multimedia, Scanners, Printers/Laser Printers, etc
  • Advanced knowledge of the following: storage subsystems, video subsystems, processor subsystems, Network Topologies, and Mainstream Network Applications
  • Advanced organizational/priority-setting skills, interpersonal/relationship-building skills, Coaching skills, Negotiating skills
  • Very good German and English language skills spoken & written
  • Applies knowledge and understanding of policies and procedures to determine a course of action based on guidelines
  • Ability to analyze, research, and solve highly technical, unique problems
  • Ability to deal professionally with irate customers and to handle stressful situations
  • Technical writing skills (may be involved in authoring or reviewing new policy related to technical issues)