Client Technical Support Resume Samples

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SS
S Sanford
Selina
Sanford
917 Runte Mountain
San Francisco
CA
+1 (555) 827 1855
917 Runte Mountain
San Francisco
CA
Phone
p +1 (555) 827 1855
Experience Experience
04/2014 present
San Francisco, CA
Client Technical Support Senior Associate
San Francisco, CA
Client Technical Support Senior Associate
04/2014 present
San Francisco, CA
Client Technical Support Senior Associate
04/2014 present
  • Assists customers in determining problems, and provides resolutions
  • Assists customers by diagnosing problems and providing resolutions for technical service or care issues
  • Normally receives little instruction on routine work and general instruction on new assignments
  • Identifies, researches and provides input on unique or recurring customer problems
  • Performs role according to standardized policies and procedures
  • Willing to work on shift (24x7)
  • Responsible for providing phone and electronic based support
06/2009 11/2013
Boston, MA
Client Technical Support Specialist
Boston, MA
Client Technical Support Specialist
06/2009 11/2013
Boston, MA
Client Technical Support Specialist
06/2009 11/2013
  • Participate in a collaborative team environment with exposure to Sales, Product Development and Management
  • Create monthly usage reports and distribute to management
  • Create problem resolution information in Dell's Solution tool
  • Escalate issues to the next level of support and management when necessary
  • Participate in after-hours on-call Support as scheduled Assist with creation and maintenance of Technical documentation
  • Follow established processes to prioritize client calls/incidents
  • This opportunity on our service desk will provide basic technical support to the client's desktops & laptops via the phone, email and remote tools
11/2006 02/2009
Chicago, IL
Manager, Client Technical Support
Chicago, IL
Manager, Client Technical Support
11/2006 02/2009
Chicago, IL
Manager, Client Technical Support
11/2006 02/2009
  • Ensure professional development for team members Perform additional management duties including approving associate schedules, expense reports, PTO, etc
  • Manage customer escalations, develop and drive corrective actions
  • Develop and maintain an excellent working relationship with internal/external customers
  • Manage workflow of Level 1 customer support representatives to ensure timely and accurate responses are delivered
  • Manages the day-to-day operations of the Technical Services & Technical Analysts teams, providing coaching, support, and regular feedback
  • Serve as point of escalation for team members, department leads and customers Manage performance and coach all direct reports
  • Contribute to future direction of DCCS and Technical Support by partnering with other members of management
Education Education
Bachelor’s Degree in Computer Science
Bachelor’s Degree in Computer Science
Ashford University
Bachelor’s Degree in Computer Science
Skills Skills
  • Ability to analyze and solve problems quickly, with an attention to detail
  • Flexibility with excellent interpersonal skills and a strong sense of urgency
  • Strong organizational skills, with the ability to manage multiple tasks and prioritize workload effectively
  • Ability to work well with all levels of internal management and staff, as well as outside clients and vendors
  • This opportunity on our service desk will provide basic technical support to the client's desktops & laptops via the phone, email and remote tools
  • Strong computer skills (Excel, Word, Access, Outlook)
  • Proficiency in Windows, SQL, HTML, and Citirix
  • Excellent communication skills, including telephone support and presentation skills
  • Excellent written and verbal communication skills
  • Strong written and verbal communication skills (to accommodate a variety of audiences (technical, business, management, internal and / or client facing, etc.)
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1

Client Technical Support Senior Associate Pro Support Polish Resume Examples & Samples

  • Provides first-level technical support on Dell supplied client products (including printer)
  • Attends required technical training sessions and makes effective use of assigned lab time
  • Excellent Polish and basic English language skills
  • Advantage is working knowledge of client, network architecture/technology and printer
  • Ability to analyse and solve technical problems related to client products by investigating potential solutions using troubleshooting skills
2

Client Technical Support Specialist Client Hc Resolution Team Resume Examples & Samples

  • Analyze troubleshooting steps and data to provide recommendations on future troubleshooting and needed capabilities
  • Analytical capabilities and understanding of Tableau toolkit
  • Partner with Oracle Knowledge content creation team
  • Interface with multiple groups (e.g., Sales, Resolution Managers, Customer Care, etc., Engineering) to provide necessary information to provide the best support experience for the customer
  • Use Advanced troubleshooting techniques and tools to identify defective hardware and provide applicable service based on entitlement and warranty
  • Advise and educate customers with correct procedures to obtain their technical goals (e.g., providing documentation, answering technical questions)
  • Provide input, recreate, and identify unique or reoccurring customer issues
  • Two to Eight years of relevant experience or an equivalent combination of education and work experience
  • Undergraduate degree and 2-4 years relevant experience
3

Client Technical Support Senior Associate Oklahoma City Resume Examples & Samples

  • Remains knowledgeable of Dell's product line, current industry products and technologies
  • Excels at recognizing internal and external customer's needs and expectations
  • Learns the full range of Dell technology, products, and services and is able to identify how these products and services align to customer needs
  • Involved in revenue generation activities with current Dell customers
  • Explains technical, industry, and market facts to position Dell as a competitive solution
  • Cooperates and collaborates with colleagues, cross-functionally, to support the sales process
4

Client Technical Support Specialist Resume Examples & Samples

  • Create mail enabled user accounts
  • Determine Exchange Mailbox database assignments
  • Create users’ home directories with appropriate permissions
  • Assist with registration of users Common Access Card (CAC)
  • Modify a user’s account permissions
  • Add user’s accounts to Distribution/Security Groups
  • Create new Distribution/Security Groups – possibly mail enabled
  • Modify Group Permissions on User Folders
  • Have an understanding of the differences between Security and
  • 1+ years experience using Active Directory, Outlook, VPN/Remote Access
  • Candidate must successfully pass a Written Exam and successfully complete the required Qualification Board which is normally held 3-4 weeks after arrival. Failure to pass one or both of these requirements will result in Termination of Employment
5

Client Technical Support Specialist Resume Examples & Samples

  • Remote Support, Desktop Support and Field Technician Support for desktop, portables, peripherals and software custom or off the shelf software industry or proprietary
  • Troubleshoot MS Office, Outlook, Win7, Office Communicator/Lync 2013
  • Check ACTCS to see if person is authorized to have access to specific network
  • Hardware implementation/installations
  • Troubleshooting software installs and issues
  • Resetting passwords, creating accounts
  • User support for network and desktop hardware and software problems
  • Diagnose problems, and recommend and/or implement solutions
  • Create email accounts, change status in Active Directory
  • Support multiple DOD networks at different classification
  • Support VTC setup, operation, and scheduling
  • Must have a Active Current Secret Clearance
  • Experience working in a DoD Client Services environment
  • Working knowledge WIN 7 & 8
  • ITIL v3
6

Client Technical Support Specialist Resume Examples & Samples

  • Assist our clients by means of telephone, chat and email
  • Answer calls and solve queries with English speaking customers of Bloomberg's products and services globally
  • Ensure all requests are logged and updated daily using our proprietary ticketing system
  • Deliver an outstanding customer service focus when dealing with clients
7

Manager, Client Technical Support Resume Examples & Samples

  • 1. Under limited supervision, provide product consultation to the client post conversion
  • Report statistical information, like case management and SLA metrics
  • Present product demos as needed
  • Analyze and determine client requirements for Fiserv’s Treasury Operations Solutions ACH and ARP clients
  • Essential Functions: The above statements are intended only to describe the general nature of the job, and should not be construed as an all-inclusive list of position responsibilities
  • Strong working knowledge of ACH processing, with details understanding of NACHA rules and regulations
  • Solid understanding of various Software Development Life Cycles (SDLC) and all aspects of application phases from design through deployment. Including but not limited to Models: Agile, Iterative and Incremental, Waterfall
8

Manager, Client Technical Support Resume Examples & Samples

  • Manages the day-to-day operations of the Technical Services & Technical Analysts teams, providing coaching, support, and regular feedback
  • Develops goals and objectives for functional area
  • Regularly evaluates and reports on progress
  • Works with project managers, client care managers, and other departments to ensure client needs, service level agreements, and deadlines are met
  • Regularly identifies process improvements and implements changes as needed
  • Sets dates and staffing assignments, and reports on progress
  • Prepares and conducts performance reviews
  • At least 5 years of previous financial industry experience
  • Previous supervisor/management in a multi-project, fast paced environment required
  • Previous implementations and client care experience
  • Excellent communications skills and the ability to translate highly technical explanations to a non-technical audience
  • Must be willing to work under deadlines and be detail oriented
  • Knowledge of DNA
9

Senior Client Technical Support Engineer Resume Examples & Samples

  • Highest level technical support for all in-house and outsourcing clients’, testing environments production environments. Point of escalation for nightly processing of in-house and Outsourcing clients, testing environments as well as production environments
  • Install new software release upgrades into Fiserv hosted test and production environments. Resolves deployment related issues for clients and internal resources prior to live production
  • Five years of programming in RPG/ILE and the IBM iSeries
  • Strong written, verbal, and non-verbal skills
  • Financial Institution knowledge preferred
10

Manager, Client Technical Support Resume Examples & Samples

  • Previous client care experience
  • Previous supervisor/management in a multi-project, fast paced environment preferred
  • Previous experience with Fiserv's DNA product highly preferred
  • Minimum 10%
11

Client Technical Support Specialist Resume Examples & Samples

  • Minimum 2 years of experience in the financial services/banking field interacting with clients (or equivalent education)
  • Demonstrated expertise with Microsoft Windows (7 / 8 / 10)
  • Demonstrated expertise with IIS
  • Demonstrated expertise with DNS
  • Demonstrated expertise / knowledge of installation / configuration of Security certificates
  • Demonstrated expertise / knowledge of TCP/IP and proxy servers
  • Demonstrated ability to work productively in a fast-paced, deadline-driven environment while exercising professionalism in communication with clients, staff, and management
12

Client Technical Support Specialist Resume Examples & Samples

  • Strong interpersonal skills - to interact directly with Private Bank clients in support of Investment Online
  • Highly proactive—sets the pace for Investment Online
  • High technological competency—able to navigate all technologies (Internet, Outlook, Excel, Word, Access Database, and strong internet skills for research and analysis)
  • Highly independent—can oversee and manage projects, conduct analytics independently with high quality results
  • Daily Telephone interaction with Private Bank clients
  • Respond to internal general inquiries from Portfolio Managers and Account Administrators
  • Creation of client User IDs and passwords
  • Primary contact for technical support for end client and internal users of Investment Online
  • Compose monthly reports for Portfolio Managers and Account Administrators to display client access
  • Daily maintenance of Investment Online inbox for new user set up request forms and questions from Portfolio Managers and Account Administrators
  • Identify inactive users for deletion
  • Daily imaging of confidential documentation
  • Reporting and tracking site outages and customer problems
  • Create monthly usage reports and distribute to management
  • Create and run queries in Microsoft Access related to online and e-statement utilization and adoption
  • Update existing queries in Microsoft Access to enhance ongoing management reports related to client digital experience
  • Review results of queries for data quality
  • Analyze results of queries to find data issues and trends to help improve the customer digital experience
  • Minimum 5 + years in a technical support environment. Including client interaction and first call resolution service
  • Experience in a in a fast paced environment, dealing with moderately complex issues and managing conflicting priorities
  • Experience in professional services environment (Banking-Wealth Management/Trust) preferred
  • Strong internet browser skills (Internet Explorer, Firefox, Safari, etc.)
  • Strong computer skills (Excel, Word, Access, Outlook)
  • Sense of Ownership, Proactive nature
  • Flexibility with excellent interpersonal skills and a strong sense of urgency
  • Ability to work well with all levels of internal management and staff, as well as outside clients and vendors
13

Manager, Client Technical Support Resume Examples & Samples

  • Manage Application Technical Consulting resources; define needs and hire quality team members; manage team assignments and schedules according to workloads and department needs Mentor and train new associates
  • Serve as point of escalation for team members, department leads and customers Manage performance and coach all direct reports
  • Enforce established process and suggest new process as needed; ensure processes are documented appropriately
  • Drive best practices and insure a culture of quality across the team
  • Ensure professional development for team members Perform additional management duties including approving associate schedules, expense reports, PTO, etc
  • Contribute to ongoing process improvements both within DCCS and pan-Fiserv
  • Contribute to future direction of DCCS and Technical Support by partnering with other members of management
  • Assist with the identification and definition of new service offerings that aid customer self-sufficiency
  • Collect, analyze & regularly communicate on defined team performance metrics and customer satisfaction
  • Manage customer escalations, develop and drive corrective actions
  • Act in a fiscally responsible manner to ensure adherence to the department budget
  • Minimum 5 years of technical support management experience
  • A minimum of 10 years’ experience with enterprise technical support
  • Skilled to manage the performance of senior-level professionals working autonomously
  • Develop and maintain positive working relationships with all levels of management internally and externally
  • Experience in effectively driving visibility to senior management when necessary
  • Must have strong and effective written and oral communication skills
  • Experience troubleshooting and managing technical escalations is critical
  • Experience managing crisis
  • Skilled in defining methodology, best practices, and reporting/communication guidelines
  • Ability to mentor new hires and existing team members in the following areas: written communications, internal processes, consultative account management and building effective relationships
  • Ability to accurately gather, analyze and interpret data; identify and define problems; and make recommendations for resolution
  • Proven understanding of customer relationship management strategies
  • Ability to manage an escalation internally, and communicate accurate information with confidence to the customer or third-party
  • Working knowledge of software development lifecycles
  • Familiarity with online banking and other e-enabling financial services products/services
  • Familiarity with downloadable mobile application support and backend mobile technologies
  • Understanding of distributed web-based application architecture/product structure
  • Proficiency with Microsoft Office Suite including MS Excel & MS Word
  • Working knowledge of some or all of the following technologies: .Net, HTML, JavaScript, ASP, ASP.NET, VBScript, XML, C++, VB, C#, SQL Server 20XX, Win 20XX
  • Some travel required (up to 25%)
14

Client Technical Support & Onboarding M Resume Examples & Samples

  • Facilitate the coordination between the client and the 3 business lines
  • Be the main contact for the client during a fund event
  • Effective Project Management
  • Coordination and global follow up of fund events taken in charge by TSO (launch, liquidation, merger)
  • Define migration with the client and parties involved
  • Manage client project in connection with different services
  • Deliver frequent project reporting for senior management
  • Contribute to RFP (request for proposal)
  • Project management skills, organisational skills, and your adaptability
  • Ability to manage meetings efficiently
  • Understanding of the Funds industry
15

Client Technical Support Resume Examples & Samples

  • Deliver professional and timely client communications regarding project updates, ongoing support items, and training services
  • Thoroughly track, organize and document all support related activities
  • 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
16

Client Technical Support Specialist Resume Examples & Samples

  • Develop and maintain an excellent understanding of the MicroEdge product suite
  • Providing quality telephone support to our clients with a high degree of customer service, technical expertise, and timeliness
  • Researching, resolving, and responding to customer questions via telephone and email
  • Attend meetings and deliver periodic status updates (both internally and with clients)
  • Functional understanding of all MS products
  • Proficiency in Windows, SQL, HTML, and Citirix
  • Ability to analyze and solve problems quickly, with an attention to detail
  • Commitment to continuous learning and personal development
  • Experience in a customer facing environment, either in person or over the phone
17

Client Technical Support Specialist Resume Examples & Samples

  • Receive and diagnose technical issues via phone & email
  • Resolve technical issues and provide an excellent customer experience
  • Attend work on a staggered shift basis, in accordance with the needs of the business
  • Maintain complete and current support history of customer hardware, using Dell's fault management tools and business applications
  • Maintain skill set and understanding of Dell's product range and services
  • Create problem resolution information in Dell's Solution tool
  • Collaborate with peers and technical associates on problem resolution
  • Advanced technical knowledge and understanding of Desktop and Laptop hardware and technology
  • Advanced technical knowledge of current and previous Microsoft Operating Systems & Office Suites
  • Degree or Diploma in IT related field preferred
  • Minimum 2 years experience in a hardware repair / troubleshooting role
  • Strong troubleshooting / diagnostic ability of hardware and software faults
  • Excellent customer service skills and professionalism
  • Ability to think laterally, possess strong problem solving, planning and prioritization skills
  • Be an advocate of a strong, cohesive team environment
  • Be adaptable and flexible in a fast paced, dynamic work environment
18

Client Technical Support Specialist Resume Examples & Samples

  • Bachelor’s Degree and/or experience of application support experience, preferably supporting software as a service (SaaS)
  • Experience with technical troubleshooting of an application
  • Prior experience working directly with customers
  • Act as a liaison between new and existing customers and internal departments including Support, Operations, and Development teams
  • Knowledge of SQL or XML is a plus
  • Language skills a plus
  • Job operates an on-call schedule
  • Job may require minimal travel
19

Client Technical Support Analyst Resume Examples & Samples

  • Ensure client support and satisfaction at a professional level with minimal supervision, answer questions and resolve client issues relating to products and services
  • Provide first and second level support to clients Research and analyze problems
  • Ability to coordinate change control and testing support
  • Ensure accurate and timely completion of assigned special projects and requests
  • Complete daily reporting requirements accurately and timely. Use a case tracking system to track information, cases/ tickets, questions and answers for every client-driven request
  • Prioritize, schedule, and manage case loads of varying quantity for clients. Utilize all available tools and techniques to resolve requests without escalation whenever possible
  • Act as a liaison between level 3 support associates as well as other subject matter experts and the client
  • Track and report key performance metrics related to support requests and solution quality
  • Active participation in the testing/validating change control events, application releases, and/or patch release during off shift change control windows or as necessary to resolve a client impacting issue
  • Minimum of five years of experience supporting large key accounts is required
  • Technical support experience
  • Customer relationship management
  • Critical thinking and creativity
  • Expert level ability to understand and troubleshoot application logic
  • The ability to read and edit configuration, bootstrap, and initiation files
  • The ability to understand and troubleshoot web services applications with regard to xml requests and responses
  • The ability to examine and analyze large sets of data such as log files and database tables, and apply critical thinking to extract meaning and root cause for issues
  • Familiarity or ability to quick gain familiarity with XML, HMTL, Java, Tomcat, SQL
  • Requires excellent written and verbal communication skills
  • Ability to multi-task and maintain an even-handed approach with clients and internal contacts, while working with continually changing tasks in a fast paced environment
  • Excellent analytical and Excel skills to provide client reports, billing and reconciliation
  • Excellent PC skills with detailed use of Word, Excel and PowerPoint a must
20

Alienware Client Technical Support Specialist Resume Examples & Samples

  • Handling customer enquiries aimed at extreme gaming
  • Helpful and polite dealing with customers
  • Fluent in English, excellent skills in writing and reading
  • Knowledge and understanding of PC hardware components
  • Knowledge of standard Microsoft Windows Applications and Operating systems
  • Experience in dealing with customers is an advantage
  • Excellent communication and analytical skills
  • Any other European language is an advantage
21

Client & Technical Support Analyst Resume Examples & Samples

  • Providing direct client facing world class support by investigating access, orders, configuration, compliance, and functionality, issues; troubleshoots using different production and support application, logs, and technical team contacts to resolve reported problems. (Approx. 40%)
  • Receives and professionally responds to telephone and written requests from external clients (initial and follow-up). (Approx. 35%)
  • May handle post-promotion testing, on-call support for urgent requests (including after hours support). (Approx. 5%)
  • Participates in service improvement efforts and training. (Approx. 5%)
  • Assists with other assigned tasks, as needed. (Approx. 5%)
  • Working knowledge of Windows-based applications
  • Basic knowledge of databases
  • Superb customer service skills; addresses customer needs, even in difficult circumstances
  • Excellent communication skills, including grammatically correct speech and written correspondence
  • Works as a team player with customers and internally with peers, adjacent teams, and management
  • Handles multiple, conflicting priorities successfully and professionally
  • Interprets and applies complex information while troubleshooting. 
  • Proficient at learning new technologies/applications quickly
  • Creative problem-solving and strong analytical skills. 
  • Desire to keep service/application knowledge current. 
  • Regular and punctual attendance is a requirement of the position
  • Working knowledge of Equifax Verification Services applications and products
  • Technical experience working with data, logs, configuration, and troubleshooting
22

Client Technical Support Specialist Resume Examples & Samples

  • Bachelor’s Degree and/or relevant experience of application support experience, preferably supporting software as a service (SaaS)
  • Knowledge of SQL or XML preferable
  • Fluency in German, written and spoken
23

Client Technical Support Senior Associate Resume Examples & Samples

  • Assists customers in determining problems, and provides resolutions
  • Ensures proper escalation procedures are followed
  • Normally receives little instruction on routine work and general instruction on new assignments
  • Gains assistance from higher-level employees
  • Assigns incidents in line with documented guidelines and procedures
  • Maintains comprehensive knowledge of service offerings along with future industry products and technologies
  • IT Graduates
  • Proficiency in English/Mandarin/Malay (spoken and written)
  • Experience working in technical support/call center environment will be value added
24

Client Technical Support Specialist Resume Examples & Samples

  • Act as a the single point of contact for customers impacted by projects
  • Act as liaison between management, internal support teams, internal technical teams, external vendors and customers
  • Maintain professional communications with customers during projects and problem resolution process
  • Execute proactive notifications to clients within expected timelines
  • Maintain accurate records of client interactions and project execution status
  • Gather information and lead client through diagnostic procedures to determine source of any errors
  • Investigate and follow up all incidents received via phone/e-mail, log them into investigation tracking system and ensure updates are entered on a regular basis
  • Follow established processes to prioritize client calls/incidents
  • Escalate issues to the next level of support and management when necessary
  • Remain up-to-date with product and technology knowledge
  • Advanced logical thinking, troubleshooting skills, and techniques
  • Advanced knowledge of front end applications: Microsoft Outlook, Word, Excel, Access and browsers
  • Advanced knowledge of Operating Systems, Networks, scripts and encryption technology
  • Ability to prioritize daily workflow of client calls and e-mail
  • 3+ years experience in a Technical Support Position preferred
  • 3+ years customer support/help desk experience preferred
25

Manager, Client Technical Support Resume Examples & Samples

  • Manage workflow of Level 1 customer support representatives to ensure timely and accurate responses are delivered
  • Monitor phone queues to ensure calls are handled in a timely manner, adjusting staffing where needed and / or answering calls when needed to ensure service levels are met
  • Provide instructional guidance to CSRs for handling complex issues; analyzing and resolving problems for customers by aiding the CSR to determine and explaining the best solution for the problem
  • Interface with other internal departments and/or clients to follow up on customer requests
  • Handle escalated calls / requests, from clients
  • Develop and maintain an excellent working relationship with internal/external customers
  • Review associate’s performance against all areas of job function requirements and behavior expectations
  • Provide timely feedback to ensure associates have a clear understanding of their current performance, as well as coaching for performance improvement where needed
  • Provide direction and coaching to support associate’s career goals
  • Write and deliver performance appraisals for team members
  • Provide after-hours support an on-call basis, as needed
  • Conduct ongoing reviews of existing procedures and processes and write and implement new or revised procedures / processes to ensure or enhance the quality and efficiency of the department
  • Know and conduct business in accordance with Fiserv’s quality programs and standards
  • Maintain safety standards throughout the areas of this position’s responsibility
  • Complete other minor and major projects on behalf of your team or the department, as assigned
  • High ability to multi task and manage multiple priorities
  • Strong critical thinking / problem resolution skills
  • Strong change management skills
  • Strong coaching and development skills
  • Familiar ITIL model and case management preferred
  • Excellent interpersonal skills including ability to maintain professional presence at all times
  • Must be able to manage a fast-paced environment, with daily processing efficiency requirements
  • An understanding of basic helpdesk knowledge
  • Must be able to thrive under pressure
  • Experience delivering customer service to both B2B and B2C customers preferred
  • Experience in a banking or financial services environment preferred, but not required
26

Manager, Client Technical Support Resume Examples & Samples

  • Minimum 3 years of customer service experience in a call center environment
  • Minimum 2 years of management experience
  • Must have experience managing teams in more than one location
  • Familiar with ITIL model and case management preferred
27

Client Technical Support Resume Examples & Samples

  • Assumes ownership of customer issue until resolved involving multiple inbound and outbound communications
  • Will own the issue and engages/collaborates with multiple resources
  • Knowledge of job associated database, software and documentation
  • Problem solving skills
  • Strong technical aptitude; troubleshooting skills
28

Client Technical Support Resume Examples & Samples

  • Receives inbound client/associate inquiries via phone, web chat, e-mail, and online ticket
  • Attends training courses as required and stay abreast of evolving internal processes and industry developments
  • Proficient PC skills, specifically in Windows and IOS environments
  • Ability to document, track and monitor a problem/issue to a timely resolution
  • Automotive industry experience
  • Bilingual French or Spanish
29

Director, Client Technical Support Resume Examples & Samples

  • Proactively assess and develop plans to address/optimize areas to improve efficiency and effectiveness in terms of how we support our clients
  • Provide guidance, direction and coaching to the Client Service team that encourages building stronger, broader and deeper relationships across a client’s organization
  • Collaborate with other BU’s service management leaders to ensure we have common goals and operating methodologies and to ensure consistency and a comprehensive approach to how we manage the day to day operational aspects of our client relationships
  • Develop and implement a plan to improve client satisfaction
  • Track and monitor key benchmarks
  • Lead teams of Client Service Representatives responsible for day to day operational support, service issue management and overall ownership of issue resolution and associated internal and/or external communication(s)
  • Balance initiatives with professional judgment to accomplish difficult tasks though other people, this may include running a sponsored program using matrix resources
  • Maintain high client retention, Monitor client satisfaction, facilitate improvement as needed, and regularly communicate with client’s key stakeholders in conjunction with the Account Executive
  • Entails functional and process leadership responsibilities which are highly ambiguous, complex and tactical
  • Manage client escalations to ensure client satisfaction. Issue resolution skills and experience are required, coupled with excellent follow-up skills
  • Establish and maintain effective relationships with the credit union executive team via onsite meetings
  • Leverage industry trends and Fiserv offerings to demonstrate Fiserv value proposition
  • Acquire, develop, and manage talent capabilities of account executives, with demonstrated ability to coach, motivate and drive results
  • Develop & improve training programs for staff, inclusive of an ongoing knowledge management strategy that allows AEs to keep up to speed on products and services, as well as client success stories
  • Understand and effectively manage employee satisfaction
  • Work closely with sales, marketing and product teams to identify developing client needs
  • Work closely/collaborate with all leaders within Client Services, as well as cross-functional leadership, with a focus on maintaining superior customer service levels and strategic insight/partnership
  • Exhibit professionalism and polish when presenting in front of diversified audiences of stakeholders
  • Excellent executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialog
  • Provide team leadership and coaching to create an environment oriented to trust, open communication, creative thinking, and cohesive team effort
  • Continually develop team, recognize/celebrate team and team member accomplishments and exceptional performance
  • Minimum 5+ years’ experience in financial services required
  • 5+ years of supervisory/management experience required
  • Ability to build strong relationships with clients and internal stakeholders
  • Ability to build detailed processes, procedures and measurability standards
  • Attention to detail and exceptional organization skills are a must for this position
  • Dedication to quality and high-level customer satisfaction
  • 10-20%
  • 180-Day Accomplishments
  • Understand functional specifications for problem troubleshooting and resolution
  • Working knowledge of organizational structure
  • Strong understanding of general operations of credit card processing