Customer Service Technical Support Resume Samples

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CW
C Weber
Cale
Weber
4338 Zemlak Land
Los Angeles
CA
+1 (555) 982 4809
4338 Zemlak Land
Los Angeles
CA
Phone
p +1 (555) 982 4809
Experience Experience
12/2013 present
Dallas, TX
Lead Customer Service Technical Support
Dallas, TX
Lead Customer Service Technical Support
12/2013 present
Dallas, TX
Lead Customer Service Technical Support
12/2013 present
  • Work with Development and Project Management teams to obtain resolution for unresolved issues and non-scripted issues in-between receiving calls
  • Flexibility, working in a fast paced, customer oriented environment juggling multiple demands
  • Serve as the lead representative for team – instruct, train, coach, mentor; includes providing information, instruction and/or resolution to technical related questions regarding the use of online, web-based products
  • Operational knowledge of numerous software programs, Internet browsers, devices and operating systems: including PC's, Macs, Internet, HTML, web-based applications, and networks
  • Provide input on process/system improvements
  • In manager’s absence work with next level manager to resolve issues
  • Provide troubleshooting services for software, or web-based/online products
01/2009 08/2013
Houston, TX
Customer Service Technical Support Administrator
Houston, TX
Customer Service Technical Support Administrator
01/2009 08/2013
Houston, TX
Customer Service Technical Support Administrator
01/2009 08/2013
  • Multi-task and manage several ongoing tasks and priorities
  • Work in an environment where ideas are shared, and success is celebrated
  • Prioritize workload based on urgency and impact to customers and the business
  • Familiarity in working with proxy servers and packet capture utilities would be a plus
  • Actively manage missing results with sites and internal teams in a timely manner
  • Successfully complete any specific project work as directed by the team leader
  • Assist all software release activity for all parties impacted
04/2004 07/2008
Houston, TX
Customer Service Technical Support Analyst
Houston, TX
Customer Service Technical Support Analyst
04/2004 07/2008
Houston, TX
Customer Service Technical Support Analyst
04/2004 07/2008
  • Manage escalations from Pearson Executives, providing full and regular updates while the issue in being investigated, and detailed explanations once the incident is resolved
  • Oversee the weekly aging report, following up on incidents which appear idle. Providing regular updates to the customer as you work towards resolution
  • Provide assistance and support to Tier 2 agents with escalations, highlighting trends and creating corresponding knowledge base articles
  • Represent Pearson in communications with customers via telephone written correspondence or electronic service to assist with resolving technical issues involving Pearson products and technologies
  • Partner with the Customer Satisfaction team to review customer comments for trend analysis, closing the loop with customers who report their issue is still unresolved
  • Work closely with the training team and serve as SMEs to provide input and review training courses and participate in refresher training sessions
  • Proficient at working as part of a virtual team
Education Education
Associate’s Degree
Associate’s Degree
University of California, Los Angeles
Associate’s Degree
Skills Skills
  • Available for varied hours/shifts in 24-hour /365 days year setting
  • Ability to stay composed and objective
  • Prior working knowledge of Oracle MICROS Simphony or 3700 Point of Sale is
  • Strong listening/comprehension skills
  • Excellent oral and written communication skills
  • Ability to use phone and computer systems
  • Stellar customer service skills – and an overwhelming desire to make lives better, one interaction at a time
  • Fluency in English and one of the following: French, Thai, Portuguese, or Spanish
  • Fluency in English and one of the following: Thai, Portuguese, or Spanish
  • May contact customer accounts to recover converters, or for payment of past due accounts, and to list delinquent accounts for collection
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11 Customer Service Technical Support resume templates

1

Lead Customer Service Technical Support Resume Examples & Samples

  • Provide telephone technical support to customers, including teachers, school administrators, curriculum coordinators, technical staff and principals
  • STRONG Customer telephone support - receive, respond, resolve continuous inbound customer calls
  • Serve as the lead representative for team – instruct, train, coach, mentor; includes providing information, instruction and/or resolution to technical related questions regarding the use of online, web-based products
  • Work with Development and Project Management teams to obtain resolution for unresolved issues and non-scripted issues in-between receiving calls
  • Provide input on process/system improvements
  • Identify sell-up and cross-sell product opportunities to existing customers for revenue generation; develop selling skills with team
  • Input/maintain customer profiles in call tracking system at all times, within timelines
  • Consistently communicate to Regional offices and sales staff regarding customer issues and/or products
  • Provide troubleshooting services for software, or web-based/online products
  • In manager’s absence work with next level manager to resolve issues
  • Associate degree or equivalent combination of education/experience
  • 5+ years’ experience in a call center environment or in a customer service role resolving escalated customer issues/complaints
  • 2+ years managing/resolving escalation of 1st/2nd level customer support issues
  • MUST have lead/supervisory experience with team that works with multiple call volumes or assignments
  • DETAIL DRIVEN! Substantial diagnostic, analytical, research and resolution skills
  • Effective verbal communication influencing and managing customer expectations, emotions and escalations
  • Excellent listening skills!
  • MUST have strong written skills using appropriate grammar, sentence structure, spelling
  • MUST have proficient knowledge of online data base and management systems
  • Operational knowledge of numerous software programs, Internet browsers, devices and operating systems: including PC's, Macs, Internet, HTML, web-based applications, and networks
  • Understand effective prioritization of responsibilities/work load to meet customer needs
  • Team driven, supporting team members to achieve overall department goals
  • Flexibility, working in a fast paced, customer oriented environment juggling multiple demands
  • Confidence to make independent judgments to resolve customer problems with minimal guidance
  • MUST like to be on the phone with customers for an extended amount of time; excellent time management skills!
2

Customer Service Technical Support Administrator Resume Examples & Samples

  • Successfully complete any specific project work as directed by the team leader
  • Prioritize workload based on urgency and impact to customers and the business
  • Ensure superior customer service and technical support for internal and external customers of VUE applications
  • Ensure accurate recording of helpdesk calls using the company’s incident tracking systems
  • Assist all software release activity for all parties impacted
  • Support evaluation and implementation of new technologies
  • Escalating to global teams for system support issues
  • Work closely with other colleagues and teams to ensure proper process & procedures are followed
  • Actively manage missing results with sites and internal teams in a timely manner
  • Timely support and resolution of issues raised to the IT helpdesk by head office and remote users
  • Escalation of issues to Second Level teams when necessary
  • Assists in providing Candidate Relations Coordination. Provides excellent customer service and promotes client programs by answering incoming calls from clients, candidates and test site administrators. Also responsible for assisting with the operational aspects of client testing programs and handle escalated service-related issues. Normally receives no instruction on routine work, some general instructions on new assignments. May identify the need for improvements to existing work processes
  • Fluent in both written and spoken (Japanese and English)
  • Excellent knowledge and experience in a customer focus environment
  • At least two years in a similar role
  • Experience and support of Microsoft Server/workstation operating systems and office applications
  • Experience with supporting software applications via telephone and using remote tools
  • Experience of supporting LAN/WAN connectivity related issues
  • General knowledge of internet communication and networking configurations and troubleshooting
  • Must be able to actively demonstrate a logical and analytical approach to problem solving
  • Excellent conflict management skills
  • Quick learner and ability to adapt to new systems and operating environments
  • This position requires the individual physically perform the job duties in the Support Centre, except when assigned to an offsite support event
  • High school diploma required, Bachelors/Associate degree strongly preferred
  • Qualification in ITIL or similar preferable
  • MS Exchange & Active Directory support
  • Demonstrated documentation and training skills
  • Ability to install/configure IT hardware/component would be advantageous
  • Previous experience of living and working in the location/region
  • Organizing
  • Commitment to improving quality
3

Customer Service Technical Support Administrator Resume Examples & Samples

  • 60% of time spent on ticket resolution, across a wide variety of systems and stakeholders
  • 10% of time for other duties, as assigned
  • Excellent communication skills - both oral and written
  • Ability to work within a team
  • Excellent customer service skills, follow through, and trouble shooting skills
  • Excellent ability with web-based applications
4

Manager Customer Service Technical Support Resume Examples & Samples

  • Associate Degree in computer technology
  • Bachelor Degree preferred
  • 5+ years team management experience required
  • 7+ years technical service support experience
  • Minimum of 1 year Sales Engineer experience
  • MOS certified
  • Adobe ACU certified or equivalent
  • IC3 certified or equivalent
  • Working knowledge in computer networking required
  • Technical savvy
  • Team management skills
  • Interpersonal savvy a must
  • Time management and priority setting
  • Motivating others
  • Ability of remote management
  • Flexible attitude required
5

B-customer Service Technical Support Administrator Resume Examples & Samples

  • Utilize highly developed critical thinking skills to troubleshoot technical issues
  • Possess, acquire and maintain the technical expertise required to effectively handle customer interactions
  • Illustrate a desire to learn and actively seek new skills
  • 2 years of technical service experience (troubleshooting issues with browsers, plug-ins, and Internet connections, as well as software and hardware issues on PC, Mac and mobile devices)
  • Must be able to type a minimum of 40 WPM
6

Customer Service Technical Support Administrator Resume Examples & Samples

  • Thoroughly and accurately document interactions into a CRM system
  • Process email, chat and phone requests in a high volume environment
  • Multi-task and manage several ongoing tasks and priorities
  • Must have high school diploma, GED or equivalent; some college preferred
  • Excellent written and oral communication skills, with the ability to effectively translate technical information to the end user
7

B-customer Service Technical Support Administrator Resume Examples & Samples

  • Technical Certification (Preferred)
  • Typically 12 months – 3 years of related work experience
  • Excellent knowledge of organization's products, services, and business operations
  • Excellent communication, writing, and customer service skills required
8

Customer Service Technical Support Analyst Resume Examples & Samples

  • Manage escalations from Pearson Executives, providing full and regular updates while the issue in being investigated, and detailed explanations once the incident is resolved
  • Provide dedicated support for LTS/Sales team
  • Handle the Tier 3 Escalation queue, ensuring all incidents are resolved in a timely manner or escalated to the appropriate group to resolve
  • Provide assistance and support to Tier 2 agents with escalations, highlighting trends and creating corresponding knowledge base articles
  • Represent Pearson in communications with customers via telephone written correspondence or electronic service to assist with resolving technical issues involving Pearson products and technologies
  • Effectively take control and manage challenging customer situations to ensure a positive customer experience
  • Partner with the Customer Satisfaction team to review customer comments for trend analysis, closing the loop with customers who report their issue is still unresolved
  • Work closely with the Quality Assurance team and assist with reviewing Vendor Partners customer interactions in order to shape refresher training sessions. Provide QA with trend analysis and details of incidents which need addressing
  • Monitor required social media channels, responding to customer comments, ensuring their feedback, both positive and negative, is addressed
  • Manage Accessibility/Disability incidents, working with the business to define Support’s scope of work, processes and best practice
  • Work closely with the training team and serve as SMEs to provide input and review training courses and participate in refresher training sessions
  • Oversee the weekly aging report, following up on incidents which appear idle. Providing regular updates to the customer as you work towards resolution
  • Maintain a strong working knowledge of our products and new releases, working closely with the Product teams/Product Quality to highlight trends and Support feedback to further improve customer experience. Acquire and coordinate resources from other groups, as needed, to resolve customer issues
  • Monitor Hip Chat channels and respond to questions from Tier 2 team
  • Assist with special projects as they are assigned
  • 2-5 years of experience in efficiently resolving customer interactions
  • Demonstrated excellent written and verbal communication skills
  • Ability to think creatively, adapt to circumstances, learn from co-workers, and share information and experiences
  • Demonstrated excellent analytical skills, in conjunction with a structured, systematic approach to problem solving and ability to present results to all levels
  • Proven excellent organizational and time management skills with the ability to meet multiple deadlines
  • Ability to learn and actively seek new skills, and keep pace with emerging technologies
  • Self-motivated with the ability to manage several ongoing tasks and priorities with minimal supervision
  • Ability to work collaboratively with cross-functional/cross-company teams
  • Demonstrated leadership through personal responsibility, accountability and teamwork
  • Proficient at working as part of a virtual team
  • Be flexible to schedule changes or additional coverage, particularly during peak periods. Some travel may be required
  • Reliable attendance and punctuality is critical to successful performance in this role. If a Pearson applicant, current record must reflect this
  • Ability to qualify for a corporate American Express card or possessing a personal credit card in place of a corporate card to pay for work travel is required
  • To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
  • This person must be able to sit or stand at a personal computer for a reasonable length of time typing and reading
  • Strong Pearson Higher Education product and platform knowledge preferred
  • 2-5 years experience working with Pearson Higher Education admin tools preferred
  • 2-5 years experience working with Pearson Higher Education Product and Operations teams together with a strong understanding of the escalation process preferred
9

Customer Service Technical Support Administrator Resume Examples & Samples

  • Ability to deal tactfully and effectively with customers, and provide consistently great customer service
  • Ability to work independently and demonstrate sound judgment within established policies and guidelines is required
  • Good understanding of network fundamentals: topologies, management, and supporting technologies
  • Previous experience supporting Java based applications preferred
  • Familiarity in working with proxy servers and packet capture utilities would be a plus
10

Temporary Customer Service Technical Support Administrator Resume Examples & Samples

  • Excellent troubleshooting, problem solving, and communication skills are required
  • Understanding the basics of DNS, content filters, caching, proxies, firewalls, and antivirus would be preferred
  • Previous experience supporting Windows operating systems required. Previous experience supporting Mac operating systems preferred
11

Customer Service Technical Support Representative Resume Examples & Samples

  • Ability to maintain and preserve confidentiality of information
  • High level of integrity and professionalism
  • Excellent typing and written skills
  • Experience navigating multiple computer screens and programs while interacting with customer
  • One year experience operating a computer in a Windows based environment
  • Two years experience in a customer facing environment
  • Two years experience troubleshooting computer hardware, mobile phones, or other electronic devices
12

Customer Service Technical Support Analyst Resume Examples & Samples

  • Provide dedicated support for Sales/field team
  • Handle the team's escalation queues, ensuring all incidents are resolved in a timely manner or escalated to the appropriate group to resolve
  • Monitor internal channels and respond to questions from Vendor Partner agents
13

Customer Service Technical Support Administrator Resume Examples & Samples

  • Solid experience providing customer service and technical support for Digital products
  • Experience providing Tier 2 technical support to customers over the phone, via live chat and email
  • Experience working with a Ticketing System (Salesforce, Service Now) and managing tickets to defined SLAs
  • Proactively recommend and implement changes to processes to ensure continuous improvement to the customer experience for digital products
  • Working knowledge of all Microsoft and Google suites
14

B-customer Service Technical Support Assistant Resume Examples & Samples

  • Technical support experience at least 1 year
  • Call center work experience at least 1 year
  • Business intermediate level English communication skills
15

Customer Service & Technical Support Consultant Resume Examples & Samples

  • Completion of high school diploma or higher
  • 1 year experience minimum in technical support
  • Ability to solve issues through clear probing, communication, and visualize a problem or situation and think creatively to solve it
  • Open and close service requests, as well as manage the classification, assignment, tracking and completion of requests
  • Possess strong computer proficiency including experience using MS Windows (2000 & XP) operating systems
  • Analyze issues with wireless data, voice devices and associated desktop software
  • Demonstrated ability to positively influence others
  • Demonstrated ability to problem solve in a time pressure environment
  • Bilingual French and English, written and spoken an asset
  • Experience in a telecommunications role
  • Previous experience and/or knowledge with Active Directory, Networking and Security
  • Familiarity with wireless technology; specifically wireless voice/data devices and associated desktop software. Experience with BlackBerry, Windows and Android OS
16

Customer Service & Technical Support Consultant Resume Examples & Samples

  • Demonstrate a passion to connect and build rapport with a variety of customers and their changing needs
  • Identify and secure sales opportunities on all calls, including plan or phone upgrades, accessories, new customer leads and referrals, and additional line sales
  • Assist customers with their care & technical troubleshooting inquiries via phone, chat & email, (including billing inquiries, contract / plan information, processing bill payments, cancellations)
  • Take accountability to solve issues from beginning to end
  • Keep abreast of new information provided to ensure you have the right information to service the customer
  • Process device warranty and exchange, repairs and 30-Day device return requests
  • Responsible to locate answers for customers, quickly and accurately while using multiple resources
  • Resolve internally escalated technical troubleshooting issues
  • Diagnose and resolve escalated technical troubleshooting issues of wireless voice/data devices by account provisioning, device functionality, device configuration, application support, software downloads and network connectivity
17

B-customer Service Technical Support Assistant Resume Examples & Samples

  • Graduate Degree required
  • 1-2 years experience in Windows Application support
  • Knowledgeable of Windows XP and Windows 2000 Applications required
  • Familiarity with Internet communications
  • Understanding of basic Network (NetWare/Windows NT) operations
  • Knowledge in WAN Interconnectivity
  • Knowledge of all VUE applications, both internal and external
  • Excellent communication skills, especially listening skills
  • Strong customer service and following up skills
  • Ability to work in team
  • 55% Operational Support-- Support level 1 technicians by acting as a point of reference and escalation point
  • Develop individual and team productivity metrics
  • Train Level 1 technicians or recruit subject matter experts to train VSS team
  • 5% Administrative-- Process time sheets on a bi-weekly basis
  • Produce daily, weekly, and monthly reports as requested
18

Manager Customer Service Technical Support Resume Examples & Samples

  • 3 years experience in the WLNP (Wireless Local Number Portability) organization
  • Bachelor's degree and eight years related work experience or twelve years related work experience post high school
  • Five years technical customer support experience usually in telecommunications, hi-tech, or software environment
  • Three years supervisory or management experience
  • Extensive understanding and experience with current WLNP systems, troubleshooting tools, processes and M&Ps
19

Customer Service Technical Support Specialist Resume Examples & Samples

  • Associate’s degree in a technical field or equivalent job experience required
  • 2+ years experience working in a 2nd tier support role
  • MCSE, CCNA or Net+ strongly preferred
  • Experience working with all version of Windows, specifically Windows 7, 8, and 10
  • Experience working with Server 2008r2, Server 2012, and Server 2016
  • Advanced knowledge of Active Directory, DNS, DHCP, and Group Policy required
  • Advanced knowledge of OSI model TCP/IP protocols and standards required
  • Experience with network standards for routing and sub-netting is required
  • Experience working with Altiris is preferred
  • Experience with Windows scripting (VBscript, Power Shell, Python Scripting Language) preferred
  • Strong in-depth knowledge of the VUE applications internal and external preferred
  • Experience working with Amazon Web Services preferred
  • Effective problem solving skills and troubleshooting skills
  • Time management and multi-task skills
20

Cash Management Customer Service Technical Support Spc Resume Examples & Samples

  • Become a subject matter expert for all cash management products and services with the ability to act as a resource for internal departments. Maintain good working relationships and open communication within the department and bank. Answer incoming calls within the required service level agreement that is established for key call metrics for the department. Educate and train clients on multiple systems applications. Troubleshoot a wide range of issues over the phone and utilize the Internet to host WebEx sessions to provide remote access to resolve technical issues for clients. Offer alternative solutions where appropriate with the objective of retaining customers and client’s business. Responsible for using and understanding multiple systems to support incoming customer requests and client service calls. Provides demonstrations and online WebEx product training for cash management clients. Accurately process and record client modifications and incoming calls using the department tracking software. Stay current with system information, product changes and updates. Provide remote deposit software and hardware support and assist clients to resolve deposit processing issues
  • Answer incoming calls from commercial and small business clients to assist users on specific online banking functions such as user administration, ACH payment processing, downloading BAI information, importing files and report generation. Provide technical support assisting clients to perform adjustments to their Internet browser settings, and mobile banking devices. Assists clients with ACH and wire transfer templates and works with specific departments to resolve transaction disputes and payment processing issues within the online banking service. Communicate issues directly to the online banking software vendor for additional support when necessary and reports all incoming issues that are outstanding by entering cases into the vendors tracking system for resolution
  • Process various incoming customer requests that are received by phone and email for updating the client’s cash management product set up. This can include but not limited to remote deposit, cash sweep services, online banking service, fraud services, domestic and international ACH and wire transfer payments. Supports the department by completing client requests for product modifications within the required service level agreement timeline that is established for the department. Establish a good understanding of the various internal banking departments in order to route requests to the appropriate areas to complete client modifications. Prepares documentation for product set up changes, completes master agreements, wire transfer agreements, product terms and conditions to send to clients
  • 2 or more years Banking or similar position with a Financial Technical or Software Company. (Required)
  • 1 or more years Working knowledge of operating systems and Internet Browsers, including Windows, Apple, IE Explorer, Chrome, FireFox and Safari. (Preferred)
  • 1 or more years Experience with online banking applications, mobile banking and knowledge of multi-factor risk based authentication. (Preferred)
21

Supervisor Customer Service Technical Support Resume Examples & Samples

  • Bachelor's Degree or equivalent experience in technical support and customer service
  • 2+ years supervisory experience required
  • 3+ years advanced Windows technical support
  • 3+ years’ experience in computer based testing and certification
  • Experience in Windows based computer applications
  • Experience in MS Office Suite
  • Experience with MS Windows Operating systems
  • Experience with server based applications
  • Experience with remote application support
  • Proficiency with XML and XSLT
  • Proficiency with Microsoft SQL
  • Ability to lead a cross-functional team
  • Ability to communicate technical information to a broad spectrum of internal and external audiences
  • Effective time management skills and ability to multi-task
  • Ability to make high quality, timely decisions