Product Support Resume Samples

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KC
K Conn
Kristian
Conn
41265 Perry Keys
Detroit
MI
+1 (555) 343 6829
41265 Perry Keys
Detroit
MI
Phone
p +1 (555) 343 6829
Experience Experience
Philadelphia, PA
Product Support
Philadelphia, PA
Rohan Group
Philadelphia, PA
Product Support
  • Work with the Product Management and Account Management team to resolve customer issues in a timely and efficient way
  • Manage work assignments, priorities, and schedules with input from more senior specialists or direct manager
  • Exercise judgment within defined practices and procedures, provides status on progress and makes recommendations on process improvements
  • Works closely with the Vendor Manager to deliver improvements and updates within a support environment
  • Manages the lifecycle of defects and enhancements using established processes & tools
  • Guide and assist in improving overall technical competences (i.e. Developing training schedule for technicians, improving tooling, enhancing standards, etc.)
  • Assist the Product Management team in the production of go-to-market pieces, electronic promotions, catalogues, brochures and other collateral
Philadelphia, PA
Product Support Tech
Philadelphia, PA
Stanton, Satterfield and Morar
Philadelphia, PA
Product Support Tech
  • Gathers ongoing product and customer feedback and works closely with Sales and Product to channel new ideas into the product development cycle
  • Adheres to internal / external Service Levels Agreement (SLR) compliance and Key Performance Indicators (KPI)
  • Provides timely escalation of issues within organization as necessary
  • Manages high profile client relationships
  • Builds rapport with the customer and assists in retention of the customer
  • Facilitate resolution of all technical issues including issues requiring Engineering assistance
  • Act as the liaison between the customer-facing teams and the Product and Engineering org for management and resolution of all technical questions and issues
present
Boston, MA
Technical Product Support
Boston, MA
Krajcik, Gislason and Wyman
present
Boston, MA
Technical Product Support
present
  • Travel to job sites in support of troubleshooting, problem solving, information gathering, Quality Engineering, Design Engineering, and customer relations
  • Assist directly with field projects, including programming and commissioning
  • The career support of a large company for mentoring, coaching and new challenges and opportunities
  • Instruct training classes
  • Benefits in support of training and conference attendance
  • Provide a central point of contact for fault logging and resolution to global customers for multiple applications in live environments
  • Use software tools for ticket tracking and knowledge retrieval
Education Education
Bachelor’s Degree in Computer Science
Bachelor’s Degree in Computer Science
Texas A&M University
Bachelor’s Degree in Computer Science
Skills Skills
  • Demonstrated proficiency with basic computer applications such as Microsoft Office software products
  • Basic knowledge of tax laws and tax concepts
  • Basic tax knowledge a plus/prepared own return
  • Strong Excel and Pivotal table skills SAP experience
  • Database knowledge (e.g. Microsoft SQL Server, MySQL, OpenSQL) and Operating Systems knowledge (e.g. Linux/Unix/Windows) is
  • Reasonable knowledge of Relational Databases (e.g. Oracle, MaxDB, DB2, SQL Server etc.)
  • Knowledge in Programming languages (Java, C++, ABAP/4, etc.) is desirable
  • Flexibility/able to work in changing conditions
  • Ability to work well in stressful situations
  • Ability to perform and manage multiple tasks simultaneously
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15 Product Support resume templates

1

Manager, Technical Product Support Resume Examples & Samples

  • Oversees team activities and programs in accordance with Company guidelines, recommends and initiates special projects, and analyzes department/system growth to determine needs
  • Provides accurate, complete, and timely submission of required progress reports, forecasts, quotations, budgets, and rates
  • Develops and implements company-wide departmental procedures to ensure effective and consistent customer service to merchants
  • Provides team with informational updates as well as counseling and training to management personnel throughout the company
  • Monitors team performance and identifies areas where new/improved systems can improve the quality of existing services as well as recommends means for improvement, including procedural steps, increased training, and enhanced documentation
  • Responsible for conducting Performance Reviews
  • Adhere to departmental service level guidelines and ensure adequate staffing is in place to meet monthly and annual targets
  • Participate in project meetings and coordinate with other internal groups within and beyond the Call Center operation to ensure the success and mitigate the impact of
  • Skills or Special Abilities
  • Ability to analyze and research to resolve issues
  • Excellent communications and presentation skills
  • Ability to effectively communicate both verbally and written with customer contacts
  • Knowledge of computer software systems including word processing and spreadsheets
2

Product Support Knowledge Specialist Resume Examples & Samples

  • Maintain Ticketmaster product knowledgebase within Salesforce
  • Establish process to make sure all knowledge is kept current
  • Create/edit knowledge
  • Make sure all knowledge is optimized and standardized for maximum usage
  • Work with documentation and training teams to make sure we have a comprensive plan around training, documentation and support
  • Work with the Product Support team and product teams to be make sure information is accurate
  • Work with the management team within Product Support to make create and implement a comprehensive plan for creating and managing documentation on a consistent basis (user guide, AllAccess, support alerts, FAQ, release notes)
  • Identify, communicate and share best practices of information
  • Work to establish a client portal, which features the knowledgebase, thus encouraging self-server and reducing the support needs of Ticketmaster
  • Additional Product Support Specialists duties, such as taking support calls and working cases, will also be expected
3

Core Product Support Manager Resume Examples & Samples

  • Online marketing and distribution of tee times
  • Two or more years experience in golf or computer technology
  • Well organized with great attention to detail
  • Teamwork and outstanding interpersonal skills are vital Interested candidate must submit a resume/CV through www.nbcunicareers.com to be considered
  • Must be willing to work in Orlando, FL
  • It is the policy of NBCUniversal and NBCUniversal’ s affiliated businesses to consider all qualified applicants for employment without regard to race, color, religion, national origin, sex (including pregnancy) sexual orientation, age, disability, veteran status or other characteristics
4

Global Head of Brais Product Support Resume Examples & Samples

  • Management oversight and leadership of the following BRAIS IT teams: "Run-The-Bank" (RTB), POINT Support Engineering team, Quality Assurance Team and Release Engineering/User Acceptance Testing Team which are global covering multiple time zones and geographies
  • Work closely with Global Head of BRAIS IT to develop and implement product support strategy
  • Seek continuous improvement of support models, protocols, procedures and enhancing customer experience
  • Collaborate with Head of Product Development and Head of Platform to devise and implement recommendations for improving product supportability and resource effectiveness
  • Work closely with Director of BRAIS Operations to ensure 24/7 coverage around the world, holiday/vacation planning and resource review and allocation
  • Coordinate with department heads to assess departmental application training needs and objectives
  • Work closely with the global heads of sales in BRAIS to understand and be responsive to clients needs and design effective support models
  • Proactive and frequent communication with BRAIS management team on progress, problem resolution
  • Design, implementation and reporting of KPI's and performance metrics
  • Bachelors in Business Administration and Information
  • 10+ years building, supporting and managing large enterprise systems
  • 10+ years of hands-on experience delivering large business and/or infrastructure projects in an investment bank
  • 10+ years management experience
  • 1+ years experience managing at least 50 individuals
  • 5 + years experience managing a 24x7 team
  • 2+ years experience as primary relationship manager with top-tier bank or asset manager
  • 8+ years directly managing offshore development and support teams through 3rd party vendors
  • 11+ years experience using SQL. Sever 2000, 2008 and Oracle
  • 2+ years experience designing and implementing a NoSQL product in a production system
  • 5+ years experience in a Product Management roll, specifically making prioritization decisions between new client features and performance remediation work
  • Understanding of Fixed Income, Derivative and Equity products
  • Strong knowledge of relational databases and performance tuning
  • Knowledge of programming languages and techniques
  • Knowledge of trends in technology relating to software applications
  • Experience integrating Nagios with various alerting platforms (SNMP, netcool)
  • Demonstrated Leadership qualities
  • Ability to quickly adapt to changing priorities and demands
  • Ability to handle high-pressure situations with tight deadlines
  • Ability to effectively prioritize and execute in a high-pressure environment
  • Excellent written, oral, interpersonal, and presentational skills
  • Proven planning and organization skills
  • Strong analytical and problem solving skills
  • Very strong customer service orientation
  • Experience working in a team-oriented, collaborative environment
  • Must be currently reporting to an Managing Director, and have experience giving daily executive status summaries to them
  • Must be willing and able to work 100 hour+ weeks, and be on call 24x7 including when on holiday
5

New Accounts Product Support Group Analyst Wealth Management Operations Resume Examples & Samples

  • Gathering business requirements and create specifications for new and existing technology applications
  • Creating functional specification documentation and communicate requirements to the development team for the design and implementation of business solution
  • Responsible for managing business requirements and associated documentation
  • Serve as liaison between IT and end-users throughout the project lifecycle and ensure that IT delivers to the specifications agreed upon
  • Analyzing current processes. Providing suggestions for improving NNA processes by eliminating inefficiencies and/or enhancing system functionalities
  • Preparing process flow diagrams for existing and proposed/new processes
  • Assisting Training and Communication group to develop instructional materials
  • Developing Policies and Procedures for new and modified processes effecting NNA
  • Developing Test Cases and Test Scripts for new or enhanced system functionalities
  • Managing and coordinating testing efforts. Perform UAT testing as a end-user prior to approving the enhancement or coordinate UAT on new or modified systems functionality
  • Testing data integrity issues for new reports during development, production issues or new enhancements
  • Provide on-going project support and handle project management activities
  • Developing presentation material for the department
  • BA or BS in Business Management or Information Systems/Technology
  • 4+ years experience in Financial Services firm or technology/project management field
  • Strong PC Skills: Microsoft Office : Word, Excel, Power point and Visio
  • Strong organizational and time management skills, attention to detail, analytical mind, task oriented, strong work ethics
6

Product Support Quality Analyst Resume Examples & Samples

  • Coach each team member based upon their evaluations on a scheduled, monthly basis
  • Manage library of score cards and coaching notes to be available to supervisors
  • Communicate with supervisors and management on individuals compliance and score achievements
  • Create/write documentation needed for new or existing help desk processes
  • Identify communication and information sharing best practices
  • Assist in evaluating Product Support training needs
  • Develop in person and online trainings for Product Support specific processes as new products come online or as previously defined processes need review
  • Organize biannual TMPS training weeks
  • Assist with new hire onboarding, focusing on training needs
  • Gather and analyze data from support surveys
  • Update / Maintain Product Support All Access pages and all documents residing there
7

Product Support Mba Intern Resume Examples & Samples

  • Investigate issues with the ads products and manage relationships with sales teams around ad product quality
  • Monitor and analyze advertiser reports for feedback and bug-related trends
  • Identify confusion from bugs and get solutions to the Sales team/advertisers around how products work and how to use them to accomplish the advertisers' desired outcome
  • Communicate known issues to the Sales team and their customers, provide troubleshooting support as needed
8

International Product Support Principal Engineer Resume Examples & Samples

  • Communicate effectively with diverse audiences – regional technical support teams, Engineering teams, technology partners, and/or customers
  • Drive technical issues to resolution per objectives leveraging effective root cause analysis
  • Document resolution strategies and results accurately and with engineering rigor in provided issue tracking tools
  • Escalate engineering issues to appropriate development teams and/or technology partners in a timely manner
  • Make high-quality contributions via New Product Introduction (NPI) deliverables as defined by corporate process
  • Contribute to better corporate products and process through formal submission of 'Lessons Learned'
  • Identify and support all opportunities to improve organizational execution, processes, and effectiveness
  • Experience with performance issue resolution and measurements tool for, OS, hardware, application software, or appliances
  • In-depth experience with Server platforms, remote access tools, RAID, & Storage Controllers
  • Experience in support or development of technology solutions
9

Helpdesk / Product Support Specialist Resume Examples & Samples

  • Communicate with customers by e-mail and phone, providing first line of customer support
  • Handle known issues until resolution is achieved
  • For new issues, attempt to reproduce the problem and identify and document a solution
  • Acquire and maintain detailed knowledge of products, issues, and resolutions
  • Report new issues and solutions to the Help Desk Support team
  • Escalate cases when appropriate to Help Desk Support manager
  • Record all customer cases in database
  • Assist in creating help documents for online support website where necessary (animated and html help)
  • Assist with the creation of regular reports about support volume and requests
  • Assist with new product testing on multiple operating systems, browser and languages (Windows 2000, XP, Vista)
  • Assist with the creation of Access Codes or Access file for CD-ROM or online products and communicating these access codes to the customer
  • 1-2 years experience in customer support for technology-based educational products
  • Proven experience working effectively in a team environment to support high quality educational products
  • Excellent oral and written communications skills for customer support via phone or email
  • Solid understanding of computer technology as applied to interactive educational applications
  • Ability to quickly learn new software applications
  • XML, HTML, Dreamweaver, Adobe Photoshop, Flash MX, and Microsoft Office suite proficiency
  • Windows 2000, XP, and Mac OSx experience preferred
  • Foreign language fluency a plus (especially Spanish, Japanese, or Portuguese)
10

Shift Product Support Resume Examples & Samples

  • Gather assembly defect data
  • Accountable for Continuous Improvement Idea Reporting
  • Catalogue quality issues into a computer system and flag defects for repair
  • Deliver quality support to the plant by creating and developing business plans for each manufacturing assembly area
  • Relies on independent decision- making and problem solving to complete job tasks
  • Must meet deadlines
  • Ability to multitask and prioritize work
  • Perform rework on quality defects that cannot be immediately addressed on the assembly line
  • Support Design Engineers by gathering data for research and evaluations, by conducting technically complex teardowns and assembly of BCP components/equipment
  • Uses various tools provided in the work area to perform assembly duties and may include the use of lifting devices to move heavy components of weights of more than 35 lbs
  • Follows documented procedures standard work, routings, and blueprints to perform safe and defect free assembly and/or adjustment of components and prime product
  • May conduct assembly on new product introductions according to Engineering schematics
  • Follows and utilizes CPS principles of 5S, Continuous Improvement Idea Reporting, Waste Elimination, and Standard Work
  • Monitor CAT computer systems to conduct hydraulic, electrical, mechanical or other component tests on BCP machines
  • Conduct additional diagnostics and analysis to identify defects and quality issues that are more complex. Catalogues failures and communicates to relevant personnel as appropriate
  • Cross-functional communication to complete tasks
  • Effective teamwork
  • Provide summaries to leadership
  • Excellent interpersonal and communication skills
  • Advanced Problem Solving/Troubleshooting Ability
  • Meticulous and analytical nature
  • Advanced Computer skills
  • Knowledge of Caterpillar Systems
  • Strong commitment to safety, quality and teamwork
  • Ability to sit or stand for prolonged periods; Ability to perform repetitive operations; Ability to lift up to 35 lbs
  • 18 months functional area experience
  • Positive attitude
  • Mechanical experience
  • Ability to work overtime
11

Supervisor Product Support Resume Examples & Samples

  • Plan and develop team members based on current knowledge and experience
  • Conducts monthly reviews with the CCSP in order to promote good performance as well as identify and address improvement opportunities in different areas such as: productivity, quality, adherence and attitude
  • Responsible for managing work assignments and all operational queues/dashboards available to them
  • Maintain business level knowledge to effectively support team and handle complex customer situations as well as escalations when applicable
  • Responsible for resolving all Human Resources related issues for their subordinates as well as Interviewing and Hiring new team members
  • Responsible for planning and organizing team schedules, vacations and other absences to effectively meet the required SLAs
  • Excellent English language skills (both oral and written) required
  • An additional second language skill preferred (both oral and written fluency)
  • Excellent knowledge of one Central Reservation System (CRS) required. Preferably, SynXis
  • GDS knowledge and functional usage a plus
  • Practical knowledge of Windows Operating System as well as Microsoft Office Suite required
12

Advanced Product Support Specialist Resume Examples & Samples

  • Provide technical support to the commercial user community on supported network technologies including dedicated access, legacy fiber, commercial routers, PRI, ELINE, ELAN, ETREE, MRS, Ethernet Everywhere, Hospitality systems and others
  • Provide assistance and mentoring to Commercial Support Specialists in the RCCC via instant messaging, email, and direct contact
  • Utilize phone and/or remote control capabilities to resolve complex problems and inquires referred by problem management system regarding supported software and hardware within acceptable timeframes
  • Document problems thoroughly and accurately related to requiring support for Software, Hardware and/or configuration changes
  • Escalate commercial customer problems as necessary to CNOC, management, and/or support groups
  • Provide feedback to others to build individual and team performance capabilities
  • Considered a subject matter expert capable of working independently with general supervision; with work being checked at critical points
  • 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 when possible
  • Assist in compiling and distributing various reports for management
  • Contribute to the development and maintenance of internal customer databases; call tracking systems, and shared databases
  • Coordinate effectively with other departments as needed and document activities
  • Perform all required functions in an accurate, efficient and professional manner. Follow all company policies and procedures and comply with all performance and attendance standards
  • Provide customer with updates as to the progress of trouble tickets
  • Triage customer issues by acting as liaison between customer and Engineering or Tech Ops
  • Proactive Customer Contact for outage or maintenance
  • Perform other duties as assigned or requested
13

Product Support / Data Analyst Resume Examples & Samples

  • Investigate, triage and resolve issues with the ads products
  • Monitor and analyze advertiser reports for feedback and bug-related trends
  • Identify confusion from bugs, identify solutions and advise the Sales team/advertisers to accomplish the advertisers' desired outcome
  • Partner with Forensics, Product, Marketing, Engineering and training teams to drive up product quality and understanding of product usage
  • Communicate known issues to the Sales team and their customers
  • Lead analysts in complex investigations to improve user and advertiser experience on the platform
  • Apply your expertise in quantitative analysis, data mining, and data visualization to tell the story behind the numbers and understand advertiser sentiment better
14

Associate Product Support Resume Examples & Samples

  • Respond to customer inquires via phone and email
  • Actively manage open cases/tickets and ensure that all necessary follow-up is completed to provide resolution to meet department SLA's
  • Develop product knowledge documentation on assigned products, update shared knowledge base and conduct training for other employees
  • 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
  • Highly proficient with Microsoft Applications including Outlook, Excel, Word and Access
15

Cash Management Product Support Desk Associate Resume Examples & Samples

  • Minimum of 2 years financial service, cash management or banking experience required
  • Excellent customer service skills; ownership of issues through complete resolution
  • Exceptional problem solving proficiency
  • Ability to handle pressure, prioritize and multi-tasking during the course of a business day
  • Strong collaboration and team skills
  • Software proficiency with Microsoft Office (e.g., Word, Excel, PowerPoint)
  • Operational and Project Management experience a plus
16

Product Support Specialist Rep Resume Examples & Samples

  • You will be a liaison among dealers, customers and other Caterpillar personnel and divisions
  • Accountable for contributing to the identification, analysis and resolution of needs and problems in assigned discipline/district, performing complex analysis work, identify and resolving problems that are less tactical and more strategic in nature
  • Analyzing and communicating marketplace and competitive activity as well as information systems and identification of Caterpillar systems advantages and shortcomings to Caterpillar and dealer personnel
  • Consulting on existing and potential customer equipment management services with focus on the fleet management value stream and specific customer issues. This may include advising on and recommending ways to enhance customer satisfaction; creating and promoting programs that increase sales while maximizing price realization and profit margins
  • Assist dealers in business planning including counseling dealers on effectiveness of meeting expected business results
  • Counseling dealers in developing increased human performance capability such as identifying performance gap solutions
  • Degree in Electrical or Mechanical Engineering with at least six years of prior experience in field assignments
  • Demonstrated ability to work independently and communicate effectively with others in your work group, dealer personnel and customers
  • Ability to work on increasingly more complex assignments and provide direction to lower level reps on project assignments
17

Consumer Product Support Rep Resume Examples & Samples

  • Handle correspondence with customers via phone, email, fax.; refer complex issues to supervisor
  • Process replacement orders and provide tracking information to customers
  • Provide support for web services
  • Responsible for knowing and providing product information, as well as information concerning press releases and marketing material
  • Assist with training and maintaining product materials and manuals
  • Update technical information on various data bases as product details change
  • Communicate effectively to customers via phone; follow predefined procedures to identify, evaluate, solve, and escalate call issues
  • Follow procedures to facilitate the return of product as required
  • Assist other departments with product surveys
  • Record call details in designated data base for future reference and for use by Engineering and Quality teams
  • Good use of time management skills for a repetitive work environment
  • Human Resources
18

Product Support Specialist, Data Management Resume Examples & Samples

  • Primary focus is to assist customers and partners by troubleshooting and resolving technical issues related to installation, configuration, integrations and performance tuning of Autodesk’s family of Data Management (DM) solutions and in supporting other Autodesk MFG products
  • Responds to customer request for support via telephone, electronic queue, community forums and social media platform
  • Provides software related implementation and maintenance support on Autodesk DM products, collaborating with partner and customer; this may include recommendation of best practices, initial installation and troubleshooting
  • Configuration of DM product maintenance scripts, DM product backup scripts, software upgrades/migration and infrastructure upgrades/migration assistance via remote support
  • Demonstrate system capabilities, review software operation and provide information to customer concerning the operation and use of Autodesk DM products
  • Provide recommendations via analysis of customer infrastructure, environment, and business goals as well as support call history
  • Create test environments and/or configuration and sizing tools to validate customer solution and architecture proposals to ensure customer success
  • Proactive support in advising customers on recommended procedures for potential problems
  • Active participation in the community forums discussion groups to help users find answers to their questions
  • Utilizes internal resources and/or knowledge-based resource and tools to diagnose and resolve technical issues
  • Develop and present formal and informal training on Autodesk products and support issues as assigned
  • Stays current on technical specifications and hardware requirements of Autodesk DM products, including new and soon to be released products. Adheres to proper escalation procedures
  • Documents customer interactions and problem resolutions through incident tracking and knowledgebase articles
  • Documents and report defects and customer requests to product development teams
  • Works closely with other technical team members, collaborating and exploring possible solutions to customer problems and inquiries
  • Requires using strong interpersonal/customer service skills with both customer and team members while balancing multiple priorities
  • Ensures a high degree of customer satisfaction through resolution of customer situations; handling product issues, installations/implementations and upgrades
  • Establishes communication with development, testing, and documentation teams during product development cycle while advocating on behalf of the customer
19

Product Support Marketing Rep Resume Examples & Samples

  • Forecast parts sales annually, update monthly. (understanding economic and market situation, historical parts growth trends, government spending plans, competition and customer segments)
  • Develop short and long term parts (by major class) and service marketing strategy and supporting plans
  • Ensure close tracking of Plan on a Page in initiatives, focusing in Participation and Closure for Product Support, (CSA, repair options etc), pricing strategy. And PSSR delivery of plans
  • Manage implementation of said plans and review or modify if required to improve effectiveness
  • Build strong relationship with dealer, all levels of hierarchy
  • Review dealer product support capabilities for Energy and Transportation industry segments, evaluate achievability of parts and service growth plans to ensure alignment with service capability in cooperation with District PSOR
  • Establish OIL's / OTO's to support marketing strategy, monitor monthly to review effectiveness and compliance
  • Review OIL's / OTO's quarterly for compliance and authorize payments. (SOX compliance)
  • Establish coverage strategy, ensure the dealer is maximizing parts sales opportunity, use Sales Effectiveness tools where appropriate, Masters, Coverage study, ISR, Partstore.CRM etc. Deploy recommendations from Sales Coverage Studies
  • Establish, interpret and maintain market share data POPS-C, DCAL. (PTOS)
  • Implement GPPS with PDO Dealers
  • Work with Dealers on PTOS/ OLGA opportunity generation
  • Document and track E- business development and strategy with Dealers
  • Support successful EM Solutions deployment
20

Course Partner Product Support Intern Resume Examples & Samples

  • Supports the administration of a product support team of 10 Support Specialists
  • Assist with daily triage of support issues and requests
  • Perform high-level metric analysis for improved business assessments
  • Update Partner information in case management tool
  • Assist director and manager in meeting preparation and presentations/build Power Point slides
  • Tracking and reporting for Support Specialists performance metrics
  • Opportunity to develop key initiatives for direct Partner service improvement
21

Technical Product Support Resume Examples & Samples

  • Provide front line Tier 2/3 technical support throughout the software product life cycle
  • Configure, test and ship equipment to field personnel and customers
  • Provide phone support for newly introduced products; Tier 3 support for more mature products
  • Reproduce customer environments in a lab scenario to resolve issues
  • Accurately document customer calls and product problems found in the field (e.g. Bugzilla, email, etc.)
  • Communicate with customers in a timely and professional manner
  • Ability to work effectively within a team, or independently
  • Associate degree or equivalent in Electronics or Computer Science
  • Experience with networking technologies
22

Product Support Consultant, BMO Life Resume Examples & Samples

  • Solid foundation in actuarial related functions nice to have
  • 5-10 years of experience in the insurance field
  • In-depth knowledge of insurance products and sales channels
  • In-depth knowledge of the regulatory and tax requirements
  • Advanced Microsoft Excel and Access skills
  • Undergraduate university degree
  • In-depth analytical and problem solving skills
  • Keen attention to detail
23

Product Support Specialist, Games Solutions Resume Examples & Samples

  • Act as 1st line of support to both our internal and external customers
  • Browse forums/tickets for new questions. Track, answer and assign support tickets on support websites
  • Monitor forums to assess overall customer satisfaction
  • Provide first response to all questions within short period
  • Answer any set-up/installation, suage and licensing related questions
  • Attempt to reproduce the issue in question on the target platform and perform preliminary debugging. If the issue requires further investigation, field it out to appropriate engineering staff
  • Work with the QA and Development teams to reproduce issues, assign issues to internal support developers, track to resolution, and close the loop with customers
  • Manage Customer accounts on Autodesk’s support and developer websites
  • Improve communication with our customers by supporting them, resolving their concerns, and keeping them informed
24

Product Support Director Resume Examples & Samples

  • This role oversees teams that support the trading of Annuities and Insurance, Mutual Funds, UITs, Alternative Products and proprietary Advisory services
  • Works closely with the senior management of Private Wealth Management and Research Products and Services to develop and implement a vision for the investment products to drive increased recurring revenue, increased Financial Advisor (FA) productivity and enhanced client experience
  • Ensure investment products meet regulatory requirements. Keep up-to-date on changes in the global regulatory environment. Be alert to potential impacts upon the product offerings and markets
  • Stay abreast of technology changes and make the appropriate recommendations
  • Continually stays abreast of marketplace trends and issues, gathered through external and internal networks. Actively monitors and reports on the competitive environment and firm’s Wealth Management’s competitive position
  • Reinforce a culture of risk management by monitoring transactions or activities that could expose our clients or the firm to financial loss, penalty or other risks
  • Foster a culture of continuous improvement; plan and execute change programs that create capabilities to drive efficiency, improve the client experience, and reduce operational risk
  • Partner with other senior leaders as a productive, supportive, collaborative member of the Operations Senior Leadership Team (SLT)
  • Participate and be active in external securities industry societies (e.g., SIFMA)
  • As a member of the Operations SLT, this role will share responsibility for the overall performance of Operations and the delivery of all relevant categories of business results including, but not limited to business/financial performance, leadership development, client value creation and associate engagement
  • Bachelor’s degree (MBA Preferred) with 10+ years of relevant experience and a proven track record with demonstrated advancement in leadership roles. Experience should cover multiple functions including investment products, preferably within a diversified financial services firm or financial services regulatory body and include extensive knowledge of policies and procedures in the client services business model
  • Series 7, Series 24 or Series 27 required
  • Strong leadership skills including excellent interpersonal, negotiation and influencing skills leading to trusting relationships with business partners and their leadership team. The candidate will be driven to achieve results, thrive in a fast paced environment and be required to make decisions based on sound judgment with information at hand
  • The ability to convey issues credibly to internal and external stakeholders is a must
  • Demonstrated relationship builder; able to establish both internal and external working relationships in order to identify and implement strategies for business growth
  • Strategic and tactical planning skills are a must along with the ability to lead others either through direct or indirect lines of management
25

Product Support -end Of Line Resume Examples & Samples

  • Gather assembly defect data
  • Accountable for Continuous Improvement Idea Reporting
  • Catalogue quality issues into a computer system and flag defects for repair
  • Deliver quality support to the plant by creating and developing business plans for each manufacturing assembly area
  • Relies on independent decision- making and problem solving to complete job tasks
  • Must meet deadlines
  • Ability to multitask and prioritize work
  • Perform rework on quality defects that cannot be immediately addressed on the assembly line
  • Support Design Engineers by gathering data for research and evaluations, by conducting technically complex teardowns and assembly of BCP components/equipment
  • Uses various tools provided in the work area to perform assembly duties and may include the use of lifting devices to move heavy components of weights of more than 35 lbs
  • Follows documented procedures standard work, routings, and blueprints to perform safe and defect free assembly and/or adjustment of components and prime product
  • May conduct assembly on new product introductions according to Engineering schematics
  • Follows and utilizes CPS principles of 5S, Continuous Improvement Idea Reporting, Waste Elimination, and Standard Work
  • Monitor CAT computer systems to conduct hydraulic, electrical, mechanical or other component tests on BCP machines
  • Conduct additional diagnostics and analysis to identify defects and quality issues that are more complex. Catalogues failures and communicates to relevant personnel as appropriate
  • Cross-functional communication to complete tasks
  • Effective teamwork
  • Provide summaries to leadership
  • Excellent interpersonal and communication skills
  • Advanced Problem Solving/Troubleshooting Ability
  • Meticulous and analytical nature
  • Advanced Computer skills
  • Knowledge of Caterpillar Systems
  • Strong commitment to safety, quality and teamwork
  • Ability to sit or stand for prolonged periods; Ability to perform repetitive operations; Ability to lift up to 35 lbs
  • 18 months functional area experience
  • Positive attitude
  • Mechanical experience
  • Ability to work overtime
26

Shift Product Support -end of Line Resume Examples & Samples

  • Gather assembly defect data
  • Accountable for Continuous Improvement Idea Reporting
  • Catalogue quality issues into a computer system and flag defects for repair
  • Deliver quality support to the plant by creating and developing business plans for each manufacturing assembly area
  • Relies on independent decision- making and problem solving to complete job tasks
  • Must meet deadlines
  • Ability to multitask and prioritize work
  • Perform rework on quality defects that cannot be immediately addressed on the assembly line
  • Support Design Engineers by gathering data for research and evaluations, by conducting technically complex teardowns and assembly of BCP components/equipment
  • Uses various tools provided in the work area to perform assembly duties and may include the use of lifting devices to move heavy components of weights of more than 35 lbs
  • Follows documented procedures standard work, routings, and blueprints to perform safe and defect free assembly and/or adjustment of components and prime product
  • May conduct assembly on new product introductions according to Engineering schematics
  • Follows and utilizes CPS principles of 5S, Continuous Improvement Idea Reporting, Waste Elimination, and Standard Work
  • Monitor CAT computer systems to conduct hydraulic, electrical, mechanical or other component tests on BCP machines
  • Conduct additional diagnostics and analysis to identify defects and quality issues that are more complex. Catalogues failures and communicates to relevant personnel as appropriate
  • Cross-functional communication to complete tasks
  • Effective teamwork
  • Provide summaries to leadership
  • Excellent interpersonal and communication skills
  • Advanced Problem Solving/Troubleshooting Ability
  • Meticulous and analytical nature
  • Advanced Computer skills
  • Knowledge of Caterpillar Systems
  • Strong commitment to safety, quality and teamwork
  • Ability to sit or stand for prolonged periods; Ability to perform repetitive operations; Ability to lift up to 35 lbs
  • 18 months functional area experience
  • Positive attitude
  • Mechanical experience
  • Ability to work overtime
27

Associate Getthere Product Support Resume Examples & Samples

  • Follow-up and escalate unresolved problems to ensure resolution is accomplished
  • Work between 8 am an 6.30 pm in accordance to weekly work schedule, holiday and Sunday coverage is mandatory and is allocated on a rotation basis
  • Excellent communication skills, written and verbal
28

Core Product Support Manager Resume Examples & Samples

  • Creates and emphasizes clearly defined expectations and accountability
  • Assists Director in hiring processes
  • Communication to development staff on high level support issues
  • Utilizes industry expertise to initiate product development, addressing customer needs and improving support efficiencies
  • Perform intuitive user acceptance testing of new product features
  • Creates staffing emergency procedures
29

New Accounts Product Support Group Director Resume Examples & Samples

  • Ensuring all systems updates are coordinated and completed as part of new/existing form changes, including but not limited to: Kofax Scan Codes and drop downs, Reject Reason Codes, Forms Gallery Posting, Document Management Changes, Recognition Requirements, etc
  • Promote and enforce standards across Wealth Management
  • Implement and maintain Service Level Standards on all new and changed forms that go through the Forms Governance Process
  • Maintain and Improve the Forms Governance Workflow to enhance the end to end management and documentation of form changes and version control
  • Work closely with operational areas to identify and implement procedure changes and any required training and communications
  • Education: BS in Finance or related areas
  • Must have experience in pricing and risk management systems for Derivative Products
  • Must have strong knowledge of Market Risk concepts
  • 5-10 years of experience in a financial services industry
  • Strong knowledge of Market Risk or Derivative Products
  • Experience with relational database schemas and SQL
  • Advanced PC skills, including Excel, Word, and PowerPoint
  • Excellent presentation skills including oral and written communication skills
  • Full life-cycle project experience (analysis->implementation) desired
  • Personable, able to interface with senior management in Business and IT, as well as technical colleagues
  • Enthusiastic, motivated team player
30

Digital Product Support Specialist Resume Examples & Samples

  • Provide excellent customer service
  • Excellent Product Knowledge – you will be the product guru
  • Digital troubleshooting and product training support to all stakeholders
  • High collaboration with publishers and product managers to maintain product knowledge
  • Comprehensive coordination with inter-departmental colleagues including, developers, technicians, publishers, editors, etc.; in order to work together to resolve complex customer facing issues through to completion
  • Customer Intelligence, ensuring all customer queries are recorded in our Bug Tracking and CRM systems as well as providing weekly reports on all ‘High Priority’ customer facing Issues
  • Content creation and online publication of product related support articles to our online Knowledge Base
  • Effective communication to all internal stakeholders of any customer facing updates or changes to products
  • Helpdesk experience
  • Knowledge Base experience
  • Experience working with a CRM - for example, Salesforce
  • Bug Tracking Software experience
31

Product Support Specialist, Data Management Resume Examples & Samples

  • Provide direct technical support to internal and external customers and partners via approved communication channels on Autodesk data management products
  • Document internal and external customer and partner interactions in the department's knowledge based system
  • Work with development, testing and documentation teams during product development cycle to ensure quality
  • Investigate, develop and present formal and informal training on Autodesk products and support issues as assigned
  • Develop training plans and mentor new product support team members
  • Proactively document and communicate issue resolutions with team members
  • Five years’ experience working, support and implementing Data Management software in a customer environment
  • Bachelors degree or equivalent experience in Engineering, Computer Science or related field
  • Excellent verbal and written communication skills and a strong command of the English language
  • Solid understanding of problems engineers typically encounter in using CAD software with a Data Management system
  • Manage user accounts and administer security controls
32

New Accounts Product Support Group Analyst Resume Examples & Samples

  • Gathering business requirements and create specifications for new and existing technology applications
  • Creating functional specification documentation and communicate requirements to the development team for the design and implementation of business solution
  • Responsible for managing business requirements and associated documentation
  • Serve as liaison between IT and end-users throughout the project lifecycle and ensure that IT delivers to the specifications agreed upon
  • Analyzing current processes. Providing suggestions for improving NNA processes by eliminating inefficiencies and/or enhancing system functionalities
  • Preparing process flow diagrams for existing and proposed/new processes
  • Assisting Training and Communication group to develop instructional materials
  • Developing Policies and Procedures for new and modified processes effecting NNA
  • Developing Test Cases and Test Scripts for new or enhanced system functionalities
  • Managing and coordinating testing efforts. Perform UAT testing as a end-user prior to approving the enhancement or coordinate UAT on new or modified systems functionality
  • Testing data integrity issues for new reports during development, production issues or new enhancements
  • Provide on-going project support and handle project management activities
  • Developing presentation material for the department
  • BA or BS in Business Management or Information Systems/Technology
  • 4+ years experience in Financial Services firm or technology/project management field
  • Strong PC Skills: Microsoft Office : Word, Excel, Power point and Visio
  • Strong organizational and time management skills, attention to detail, analytical mind, task oriented, strong work ethics
33

Product Support Core Operations Manager Resume Examples & Samples

  • Partner with Product, Forensics, Sales and Engineering teams to solve problems at scale (e.g. reducing product confusion by Sales and end advertisers)
  • Develop compelling analyses to execute data-informed initiatives that improve advertiser experience
  • Conduct in-depth investigations leveraging large and complex data sets
  • Highly motivated and hard-working with ability to think clearly under pressure, both individually and in team environment
  • Ability to rapidly assess, analyze and resolve complicated issues, and distill that complexity into simple and concise communication
  • Demonstrated ability to follow-through on execution and procure necessary resources to ensure project completion
  • Analytically driven, preferably proficient with data tools and advanced SQL abilities
  • Ability to optimize core operations by focusing on scale and pushing the team in that direction
  • Ability to centrally manage contractor teams or outsourced partner-based teams while taking an SLA-based approach to drive results
  • Ability to mentor others on data driven approaches to scaling core operations
  • Define processes to support the Product Support team in gathering insights around ads product use, stability and performance
  • Build empathy and passion for the advertiser experience through partnership with Product and Engineering
34

Product Support & Costing Assistant Resume Examples & Samples

  • 1) Prints daily cost sheets and distributes to cost analysists
  • 2) Manage daily XPC rejected report and run $1.00 FCA report
  • 3) Maintains FOB price list in Excel of all current/discontinued FCA costs associated with product procured from Sourced Factories and uploading to XPC. Includes XPC/Excel resolution. This includes multiple source selection
  • 4) Resolve Open Account payment issues which includes price resolution between
35

Contributor Product Support Resume Examples & Samples

  • Under general supervision, responsible for responding to moderately complex customer inquiries regarding company products
  • Analyzes problems using diagnostic tools to identify problem area(s) and recommend corrective action
  • Contribute to the successful delivery of Sabre products to customers
  • Builds internal relationships with counterpart peers across other locations within EMEA to develop knowledge of key subject areas
  • Supports market business requirements to scope, develop the process and contribute with technical writing capabilities
  • Develop subject matter expertise and capabilities of key product portfolio
  • Supports internal communication activities and external training projects
  • Recommend solutions to customer application questions
  • Track problems so that recurring problems can be reported to product development. Interfaces with other departments including associates and suppliers to resolve customer problems
  • Follows-up and escalates unresolved problems to ensure resolution is accomplished and tracks calls to identify trends and provide feedback to internal departments and to customers
  • Any other duty assigned by direct Manager
36

Senior Manager, Technology & Product Support Resume Examples & Samples

  • Four year college degree with concentration in Technology (Computer Science, Electrical Engineering, Information
  • Strong technical expertise with data, voice, video and managed services are required
  • Five years experience in the evaluation, development and support of technical solutions
  • Proven project management experience with strong analytical and written/oral reporting skills
  • A dynamic leader that can switch from very focused tactical project management to future-thinking strategic decisions with ease
  • Strong reporting/analytical skills used to required to meet service performance and availability metrics
  • Must have excellent relationship building skills and solid teamwork and interpersonal skills and ability to communicate with customers, coworkers, and senior management
  • Leads with a continuous improvement mindset that consistently improves the effectiveness and stability of the IntelligentHome platform and delivery systems
37

Assistant Manager Sales & Product Support Resume Examples & Samples

  • Strong analytical skills as well as the ability to think creatively in order to provide solutions to complex transactions
  • Excellent administrative, organizational, and decision making skills
  • Good problem resolutions skills
  • A solid understanding of the time value of money discounting cash flows, with a understanding of credit
  • Work effectively with persons of various authority levels within the Bank; therefore must possess strong interpersonal and team focussed skills
38

Product Support Specialist, Data Management Resume Examples & Samples

  • Provide direct technical support to internal and external customers on Autodesk data management products
  • Resolve technical issues and document resolutions in the knowledge based tools
  • Windows Server (2008R2, 2012, 2012R2)
  • Windows (7-10)
  • Microsoft SQL (2008R2-2014)
  • Ability to write administration scripts
  • Functional Knowledge of Web Architecture (.NET, IIS)
  • Knowledge of structured programming languages including LISP, VB, VBA, C, and C++
39

Senior Director Digital Product Support Resume Examples & Samples

  • Develop and drive key initiatives around defining world-class customer experience for McGraw-Hill Education customers
  • Prioritize and implement MHE wide initiatives to close gaps between current state and optimum state for MHE Digital Products, affecting change in all customer-related organizational processes - from sales & marketing to customer support
  • Responsible for establishing and developing a new customer experience organization for enterprise-level digital products that is designed to grow the digital customer base, improve customer onboarding, retention, usage and overall customer satisfaction
  • Develop systematic ways to gather and capture customer information and feedback in order to cultivate customer insights to achieve world-class customer experience
  • Bachelors degree required, Masters preferred
  • 10+ years of relevant business experience (business development, digital customer management or CRM ideal)
  • Ability to analyze existing customer facing processes and redesign into customer experience enhancing processes
  • Experience with product marketing, online/mobile/social digital platforms and customer behavior, customer research methods, software development and customer experience mapping
  • Demonstrated ability to drive innovation in teams and products
  • Highly competent in digital markets
  • Strong business acumen, sound business judgment and decisiveness required to manage conflicting priorities and tradeoffs
  • Excellent communication skills both written and verbal and ability to articulate a clear vision and represent it convincingly
  • Strong organizational, planning, and prioritization skills
40

UK Regional Lead Product Support Product Fulfilment Resume Examples & Samples

  • In addition to actively performing product support and product fulfilment responsibilities along with entire global team, ensure the UK based Product Support & Product Fulfilment team members receive hands-on support, guidance and management of workloads on a daily basis
  • Confirm all actions and decisions of the regional group are in accordance with a global group approach and strategy
  • Act as regional lead point of contact for resolving escalated internal and external technical product-related queries
  • Responsible for communicating pertinent customer issues to Head of Product Support & Product Fulfilment in a timely manner
  • Initiate continuous evaluation of BAU workflows relevant to the group and proactively communicate suggested areas for improvement and steps for implementation to Head of Product Support & Product Fulfilment
  • Accountable for ensuring sufficient support coverage across the group by working with other regional teams responsible for delivering 24/7 customer product support and world-class service
  • Ensure actions and workflows of the group support a customer focused culture
  • Assist Head of Product Support & Product Fulfilment with execution of professional development to the regional team, as decided by the Head of Product Support & Product Fulfilment
  • Responsible for regional team performing in a manner that effectively achieves the Technical Support and Fulfilment Support Policies metrics
  • Ensure the timely processing of all customer proposals in QC Check status and fulfilment of all Proposals in Approved status, in SalesForce.com queues
  • Timely reporting to Head of Product Support & Product Fulfilment of meaningful key performance indicators specific to PSPF group
  • Ensure best practices are implemented and maintained
  • Ability to effectively support a local team
  • Ability to see both the detail and larger aspects of a situation and to act accordingly
  • Proven ability to work independently and cross-functionally
  • Ability to meet deadlines while working under pressure
  • Ability to determine relevant situations appropriate for escalation
  • Ability to identify new initiatives to help improve efficiency
  • Articulate, well-written, and able to influence people
  • Skilled working with various Microsoft technologies, including MS Office
  • Experience working with various Web technologies
  • Experience with data query and data management in relational databases, including the ability to write basic Structured Query Language (SQL) reports from back end databases
  • Experience and understanding of incident tracking and case logging (SFdC)
  • Working knowledge of data transfer methods and file formats
  • Understand SF.com and integration capabilities with task management tools
  • Proven customer relationship skills and a client-first focused approach to working
41

Product Support Resume Examples & Samples

  • Ability to sit or stand for prolonged periods; Ability to perform repetitive operations; Ability to lift up to 35 lbs
  • Basic understanding of mechanical systems
  • Experience assembly or repairing SSLs, MTLs and CTLs
  • Good communication skills, both oral and written
  • Initiative and maturity to work independently
  • Candidate must take safety very seriously and respect the power of the machine. He/she must be willing to be instructed and/or corrected to address potential safety concerns, while maintaining a positive attitude
  • Prior experience operating construction machinery
  • Basic understanding of construction machinery
  • Strong mechanical ability
42

Dataops Analyst, Product Support Resume Examples & Samples

  • Use advanced statistics, data analytics and visualization technology to successfully drive forward optimization solutions for the team, and enable the team to continue scaling
  • Create and maintain insightful automated reporting and dashboards to track business and operational KPIs
  • Leverage data-informed insights to drive new products, processes and initiatives
  • Monitor data trends to discover new patterns and schemes as they emerge, enhance the support and detection processes, and improve team efficiency
  • Partner with cross-functional teams such as Product and Engineering to lead or contribute to large scale strategic projects as well as solve ongoing operational problems at scale
  • Develop expertise regarding support and product trends both globally or regionally
  • Influence Product and Services changes/decisions based on the data-driven insights and expertise developed
  • Be the gatekeeper of system integrity by deep-diving into stability issues if needed, managing or monitoring alerts, and communicating impact
  • Surface key advertiser and user sentiment insights as well as educate partner teams within Facebook, such as Sales, Product and Policy
  • Manage, coordinate, and/or support major projects as needed
  • Coach and mentor junior members on the team to drive impactful results
43

Product Support Resume Examples & Samples

  • Process new fee-based accounts, which includes collecting data on proposed accounts and coding accounts on Beta
  • Record booking fees
  • Maintain existing fee-based accounts
  • Review accounts submitted for initial determination of qualification and proper documentation before initiating the approval process
  • Perform database updates
  • Reconcile General Ledger accounts
  • One year of experience
  • Demonstrated proficiency with basic computer applications such as Microsoft Office software products
  • Ability to travel, occasionally overnight
  • Strong mathematical skills
44

Product Support Senior Manager Resume Examples & Samples

  • Bachelor’s degree with 5-7 years of relevant experience and a proven track record with demonstrated advancement in leadership roles. Experience should cover multiple functions, preferably within a diversified financial services firm or financial services regulatory body and include extensive knowledge of policies and procedures in the client services business model
  • Series 7 license required or willing to obtain within 6 months of hire
  • Strong leadership skills including excellent interpersonal, negotiation and influencing skills leading to trusting relationships with business partners and their leadership team
  • The candidate will be driven to achieve results, thrive in a fast paced environment and be required to make decisions based on sound judgment with information at hand
  • Proven Relationship/Account Management experience
  • Ability to work with a team and to motivate others
  • Client-Focused: Consistently delivering high quality service with resilience and resourcefulness
  • Change agent who is able to work effectively and collaboratively in a team environment and with associates at all levels and in all areas of the firm
  • Committed with a high level of drive, resilience and enthusiasm
45

Product Support Technical Lead Resume Examples & Samples

  • Bachelor’s degree with 5+years of relevant experience and a proven track record of delivering substantial business results. Experience should cover multiple functions, preferably within a diversified financial services firm or financial services regulatory body and include extensive knowledge of policies and procedures in the client services business model
  • Series 7 license required
  • Strong leadership skills including excellent interpersonal, negotiation and influencing skills leading to trusting relationships with business partners and their leadership team
  • The candidate will be driven to achieve results, thrive in a fast paced environment and be required to make decisions based on sound judgment with information at hand
  • The ability to convey issues credibly to internal and external stakeholders is a must
  • Demonstrated relationship builder; able to establish both internal and external working relationships in order to identify and implement strategies for business growth
  • Change agent who is able to work effectively and collaboratively in a team environment and with associates at all levels and in all areas of the firm
  • Advanced computer skills, with proficiency in Microsoft Word, Excel, PowerPoint, Project and SharePoint
  • Understanding of data integrity best practices and data analysis (e.g., SQL) desired
  • Strategic and tactical planning skills are a must along with the ability to lead others through indirect lines of management
  • Committed with a high level of drive, resilience and enthusiasm
46

Cash Management Services Product Support Spec Resume Examples & Samples

  • Logs and tracks open product implementation and maintenance actions to achieve established service level agreements
  • Escalates issues as appropriate
  • Acts as liaison with internal bank service providers and third-party vendors as required
  • Investigates and resolves vendor service issues as required
  • Ensures daily product support responsibilities of the group are completed properly and on time
  • Supports the group supervisor with special projects as required
  • Serves as acting supervisor when required
  • Three to five years
  • Good knowledge of deposit and non-lending products and services
  • Detailed knowledge of operational processes related to all cash management products and service set-ups to assist in problem resolution
  • Thorough knowledge of PC based cash management products and services
  • Research and analysis
  • Desktop PC application use
47

Supervisor Product Support Resume Examples & Samples

  • Excellent verbal and written communication skills with the ability to listen to and understand employees
  • Multi-tasking and time management ability
  • Experience with a call center environment (preferred)
  • Strong Technical Acumen or Computer Skills
  • Candidates must be able to work onsite at our LAX office
48

Associate Product Support Resume Examples & Samples

  • Analyze problems using diagnostic tools to identify issues and recommend solutions to customer application questions
  • Working knowledge and proficiency with at least two GDS (Sabre, Galileo,or Amadeus)
  • Ability to use diagnostic tools to troubleshoot an issue within Service Levels and ability to complete a tracking tool form with all necessary information for troubleshooting
  • Possesses working knowledge of travel industry operations, environment and corporate travel business practices
  • Excellent Team Skills -- ability to work as part of a global team to solve customer issues
  • Excellent Customer Service Skills – possess a “can-do” attitude, ability to interact with internal and external customers in a positive and friendly manner
  • Self-Initiative and Self-Motivation
  • Education: A Level or equivalent
  • Experience: Minimum 3 years within the travel industry or online booking tool company
  • Proficient computer software skills
  • Written and spoken English required with French, German or Italian as a second language an advantage
49

Product Support Specialist Rep Resume Examples & Samples

  • Provide technical guidance to dealer staff
  • Partner with the dealer to provide total customer solutions
  • Management of Product Improvement Programs
  • Identifying commercial opportunities through effective partnerships with the dealer, service and sales teams
  • Assist with the dealer and customers on equipment management strategy
  • This role would suit someone who is driven to achieve excellence in Underground mining, with a strong technical aptitude and theability to build effective partnerships with internal and external customers
  • Demonstrated experience in fault finding and trouble shooting of underground coal equipment
  • Understanding of Caterpillar dealer networks
  • Strong desire for sales
  • Demonstrated ability to partner with dealers to provide support to the customer
  • The successful applicant should have an engineering or business degree or equivalent diploma, along with Caterpillar or dealer work experience
50

Senior Product Support Resume Examples & Samples

  • Experience with airline reservations or airport check in Sabre, Apollo, Worldspan or Amadeus
  • Good computer software skills and Internet capabilities
  • Excellent written and verbal communication skills. A basic understanding of Network Connectivity is a plus
51

Product Support Specialist Rep Resume Examples & Samples

  • You will stay abreast of industry and technology changes and relate those changes to Caterpillar, dealer and customer needs
  • Technical liaison and assistance to customers to improve truck availability and reduce operating / maintenance costs
  • Perform machine commissioning testing and customer acceptance testing of new units
  • Assist customer / distributor / region in implementing Product Improvement Programs and Product Support Programs Report repetitive or significant problem areas, identified during site visits and training course, in order to continuously improve the product
  • Support or initiate continuous improvement programs at customer sites to improve preventative maintenance practices, increase machine availability and reduce operating costs
  • Identify and report on incorrect work practices that impact on machine performance
  • Deliver accurate professional training courses to customer site personnel
  • Prepare and submit effective, timely and accurately written records on customer visits
  • Host or support regional / distributor issue resolution periodic meetings
  • Maintain and present an efficient professional image to customers at all times
  • Market customer training and conduct technical training presentations
  • Create detailed CPI issues to communicate and capture product issues
  • Relieve Site Service Advisors as required
  • Other duties as assigned by manager
  • Three to five years prior experience in field assignments and demonstrated ability to work independently and communicate effectively with others in your work group, dealer personnel and customers
  • Well organized and capable of reviewing technical problems in detail and preparing timely reports for customer and Caterpillar at an acceptable standard
  • Demonstrated ability to work on increasingly more complex assignments and provide direction to lower level reps on project assignments
  • Must be willing and able to travel domestically and internationally up to 50% or more
  • Experience with Large Mining Trucks and 24V electrical, high voltage electrical (drive system), mechanical, and hydraulic systems
  • Excellent communication skills and customer service focus in both English and Spanish
  • Able to work with people at all levels of own organization as well as customer’s organization
  • Strong computer skills are desired, particularly Excel and PowerPoint
52

Product Support Consultant Resume Examples & Samples

  • Focus on global mining and large earthmoving customers depending on size and location of operations and revenue potential
  • Maximize the value of the customers' fleet operations via worldwide technical counseling and product support benchmarking
  • Focus on guarantees, warranties, remanufactured parts, maintenance software systems, parts and corporate inventories
  • Provide fleet maintenance counsel to customers or via marketing companies and dealers
  • Conduct technical training courses and studies
  • Attend and present at seminars
  • Maintain contacts; acquire and maintain in-house and industry wide knowledge (i.e. maintenance programs, systems and software, warranty and guarantee activities, forecast on life cycle costing and fleet life plans)
  • Acquire and disperse counsel to implement PIP/PSP programs and determine need for PIR's
  • Define a commercially competitive guaranteed cost per hour commercial maintenance package for dealers; consider worldwide competitive activities and dealer's product support capability at customer's operating sites
  • Maintain contact with customers, dealers, Caterpillar Product Centers and Parts and Service groups; obtain product support information; provide counsel and guidance, and resolve parts and service problems
  • Visit worldwide mine/construction sites; conduct onsite evaluations of fleet maintenance practices and results
  • Benchmark customer's performance versus other worldwide companies; prepare reports of data and recommend improvements
  • A seasoned individual with several years product support/marketing experience including field and foreign assignments
  • A good knowledge of large earthmoving/mining products and their worldwide industries and maintenance trends
  • Above average people skills and the ability to converse and work with large mining/construction company's upper management personnel
  • Willingness to travel and adapt to various country customs and conditions
  • Bilingual or willing to learn another language
53

Product Support Marketing Representative Resume Examples & Samples

  • University Degree (Marketing or Communication preferred)
  • Industry experience in marketing with distribution channels and/or directly with end-users
  • Ability to work independently with strong communication skills
  • Excellent project management skills at the detail level
  • Interpersonal skills to successfully influence others to achieve results
  • Self-starter who takes initiative and enjoys being accountable for results
  • Excellent communication, interpersonal and collaboration skills
54

Digital Product Support Resume Examples & Samples

  • Good process management and organization skills
  • Ability to perform under pressure
  • Good communication and team-working skills
  • Good command of spoken and written English
55

Canadian Advanced Product Support Resume Examples & Samples

  • Provides product training to customers after account has been setup and follows up with customers to ensure overall satisfactions. Provides single point of contact when customers require assistance
  • Analyzes customers' e-commerce requirements and recommends best course of action that meets customer's needs. Interacts with third-party e-commerce providers and the customers' technical personnel to complete set up
  • Coordinates Verified-by-Visa program with Visa Canada to ensure eligible merchants are loaded on the VBV directory server and proper procedures are followed to maintain data integrity. Communicates VBV loaded merchants to technology partners
  • Monitors e-commerce queue and answers incoming calls as necessary. Monitors email account for incoming product questions and answers them according to prescribed standards. Prioritizes and solves issues through to completion
  • Creates, tests, approves and provides knowledge base content to appropriate support groups. Approves informational alerts distributed to all levels of Help Desk support
  • Distributes informational alerts to affected merchants in cases of service disruption
  • Provides full 24x7 support for beta merchants testing new products. Requires on-call work and remote access to support systems and tools
  • Offers exception handling of high-profile issues/customers. Resolves complex and/or time- consuming problems outside of the normal escalation process
  • Provides e-commerce assistance and e-commerce product information to various internal groups, including sales and relationship managers
  • Identifies trends with respect to potential product/system problems and communicates with technology partners and Sales Support to update products and take preventative measures
  • Advanced working knowledge of computer software systems including DOS, Windows 95/98/NT/2000/XP. Strong command of common office applications such as Microsoft Excel, Access, Word and Internet Explorer
  • Strong understanding of connectivity concepts: Dial, TCP/IP, Frame Relay, VSAT, CDPD, Motient Wireless, HTTP/XML. Working knowledge of host message formats (UTF, ISO, TG23, VisaK) and the tools used to troubleshoot message format problems
  • Advanced knowledge of point-of-sale hardware and software platforms
  • Advanced knowledge of technical fundamentals and utilization of logical thought processes used in troubleshooting
  • Strong written and verbal communication skills. Ability to interact and communicate with a wide variety of people
  • Strong multi-tasking and organizational skills. Ability to work in a fast paced environment with a varying responsibilities and shifting priorities
56

Product Support Service Delivery Manager Resume Examples & Samples

  • Accountable for and manages all aspects of functional operations activities for their assigned global EY HR systems portfolio
  • Leads the (virtual) team of individuals who provide day-to-day system operation support for technology within their remit, ensuring service delivery is timely and of a high quality standard
  • Works with Product Support Operations Lead, Product Support Area Managers, relevant Portfolio Owner Continuous Improvement, Clients and other business partners to develop and plan yearly technology operational and support activities
  • Performs monthly product quality reviews to detect product and process trends, issues and potential improvements
  • Manages Service level Agreements (SLAs) across global virtual support teams to ensure timely issue resolution and service delivery to clients and end users
  • Monitors and improves product support processes directed toward reducing costs, improving cycle time and enhancing customer satisfaction
  • Assess and communicates service oriented product updates to internal and external stakeholders
  • Shares knowledge and best practices with other Product Support Service Delivery Managers in order to achieve alignment, efficiencies and discover opportunities and solutions for continuous improvements of our internal processes and service delivery methods
  • Builds and manages strong working relationship with country/regional stakeholders, Global and Area Talent Functional and Process Leaders, HR Systems, HR Services, IT Services and other business partners
  • Manages/teams with vendors as appropriate to ensure business objectives, cost parameters, schedules, and resource management needs are met
  • Supports innovation and change in HR systems operations across the organization – this includes driving innovation in the transition phase and across how we deliver Knowledge Transfer (in partnership with Learning), looking for opportunities to gain efficiencies and economies of scale within our internal operations
  • Maintains up-to-date knowledge on HR systems issues, trends and long-term implications for EY
  • Manages global communications to system users when system defects are identified; manages resolution of business standard and business critical issues in a timely manner
57

Product Support Resume Examples & Samples

  • Identifies opportunities for product improvements, as well as proposes options for those improvements, and works closely with the HR Systems Portfolio Manager on validating and prioritizing them
  • Partners with the HR Systems Design & Deployment Team, Product Support Operations team, IT, and Continuous Improvement SMEs to ensure successful transition of new systems into a business as usual (BAU) environment. This will involve the creation of a Transition Impact Assessment and plan, as well as other relevant documentation for all Core HR & Reporting EY HR system deployments as they relate to Product Support
  • Partners closely with the Product Support Operations team to plan for and support each product throughout all milestone events, following the schedule that has been agreed to by the business. This includes configuration and coordination with Vendor and other internal teams, to ensure the system will be ready for use within the timeframe required
  • Monitors issue logs and KPIs, supporting day-to-day operations of talent technology
  • Works closely with the Vendor Manager to deliver improvements and updates within a support environment
  • Proactively manages release cycles and updates, conducting in-depth change impact assessments, identifying risks and benefits, and developing implementation plans that are delivered to within agreed timelines
  • Identifies risks that exist in the current environment and proposes solutions
  • Manages the lifecycle of defects and enhancements using established processes & tools
  • Supports the HR Systems Design & Deployment team in coordinating appropriate system training for members of Product Support and our Business Partners, ensuring we have the relevant knowledge to successfully manage our systems
  • Stays up to date on HR systems market trends, identifying ways to improve our systems
  • Builds and maintains effective working relationships within HR Services, HR Systems, Global Talent Function, Process Leaders and IT Services teams
  • Acts as an escalation point/third level support for issues that require intervention, ensuring the appropriate resources from the Vendor and relevant HR Systems and IT Services teams are engaged
  • Teams with vendors to ensure planned releases and updates are managed proactively, ensuring business objectives are met
  • Performs primary analysis and provides feedback on diverse requirements and change requests from multiple countries
  • Maintains a pulse on user feedback and provides prompt and proper resolution of technical challenges to improve the user experience
  • Responsible for ensuring global Core HR & Reporting EY HR systems are successfully transitioned to a BAU phase
  • Works with the customer and various teams to evaluate and prioritize defects and enhancements as required; and to understand and communicate potential impacts of recommended changes
  • Teams with HR Systems Design & Deployment, Product Support SMEs and Product Support Operations to complete transition acceptance activities, ensuring business objectives are met
  • Maintains up-to-date knowledge on HR systems issues and trends
  • Experience as a product SME/analyst in a support role
  • Good interpersonal, communication, organizational, project management and client service skills
  • Basic understanding of software development processes, operations management and product management activities
  • Ability to work and team in a virtual environment, across multiple countries, areas and cultures, and team effectively with clients and other team members
  • Ability to produce detailed, relevant documentation and reports as required
  • Ability to work well in stressful situations
  • Ability to perform and manage multiple tasks simultaneously
  • Proven analytical experience and troubleshooting across a range of systems
  • 3+ years’ experience in enterprise HR systems support and continuous improvement, or related roles
  • Proven track record of working with a senior stakeholder population
  • Experience working with cross border teams in a virtual environment
58

Product Support & Business Analysis Manager Resume Examples & Samples

  • These specifications are general guidelines based upon the minimum ordinarily considered essential to satisfactory performance in this position. Individual skills and abilities may result in some deviation from these guidelines
  • To perform effectively in this position, the incumbent is required to have
  • Project management and/or managerial/leadership experience
  • Manager must have the interviewing, facilitation, organizational, modeling and analytical skills necessary to deliver comprehensive requirements to the development staff that will be used to design the application model
  • Manager must be able to talk with individual and groups about their business needs and ask the right questions to develop essential requirements for the project
  • Knowledge of Healthcare, Insurance or Workers Compensation domain is a must for this team member
  • Strong analytical and critical thinking skills
  • Ability to understand customer-facing challenges
  • Problem solving skill; the ability to systematically analyze problems, draw relevant conclusions and devise appropriate courses of action
  • Demonstrated accuracy and attention to detail
  • Strong desire to learn
  • Effective oral, written and communication skills
  • Good organizational skills and the ability to handle multiple activities with changing priorities simultaneously
  • Competency to utilize Company software and proficiency in Microsoft software applications and a willingness to learn new systems as necessary
  • Ability to work overtime as needed
  • Basic math and accounting skills
  • Ability to work independently and under strict deadlines
  • The incumbent must be able to perform this job safely, without endangering the health or safety of themselves or others
  • Five or more years of work experience as a Manager and five or more years as a Business Systems Analyst, preferably in a Healthcare environment
  • Work experience in business areas in Healthcare
  • Workers Compensation Claims or Group Health Claims/Encounters
  • Claims Management System
  • EDI, XML or ANSI X12 837 Transactions
  • Medical Billing
  • Provider Payment System
  • Regulatory Reporting
59

Client Product Support Rep Resume Examples & Samples

  • Minimum of 5 years’ experience in a client/customer service role working in the financial industry
  • Background in banking operations and/or ACH processing
  • Previous experience working in a fast paced environment
  • Proficient with computers and troubleshooting software applications
  • Must be able to work occasional weekends and after hours if production issues occur
  • Experience working in a fast paced call center
  • Self-motivated team player
  • Strong organizational and communications skills including interpersonal, written and verbal
60

Validation & Product Support Engineering Supervisor Resume Examples & Samples

  • Conduct team member Performance reviews, development plans & career plans
  • Onboard new team members with training, facility tour, safety requirements, etc
  • Manage the team’s workload and balance their work while meeting project due dates
  • Create and track project plans being worked by the team and be aware of the status of the project(s)
  • Provide team capacity status for Project Requests and monthly resource planning/budgeting
  • Report out project status and raise issues at L6 CPPD meetings
  • Foster collaborative relationships within the team and promote collaboration with our suppliers and internal cross-functional groups (HRC, Longwall, MDC, ACSD, ACP, PD&GT)
  • Develop world-class documentation strategy for Hard Rock Cutting products
  • Develop field follow engineers to support product validation, including on-site support
  • Develop test plans in collaboration with PD&GT for testbeds, prototypes, and pilots
  • Provide data analysis support to performance engineers and L4 system leads
  • Plan, execute, and report results and recommendations from electronic / electrical system development and validation tasks
  • Bachelor’s degree (or international equivalent) in an accredited Engineering, Computer Science, or Materials Science curriculum
  • Minimum of 5 years Caterpillar experience
  • Knowledge of Caterpillar Product Development and NPI
  • Experience in Analysis and Validation of machine systems
  • Experience in Virtual Product Development
  • Experience with PPRD, NPI, CPI, APQP, HVC, SISweb, & SIMS
  • Strong leadership skills with excellent communication, interpersonal and collaboration skills
  • Strong work ethic and initiative
  • Knowledge of Hard Rock Cutting products including applications, configurations, attachments, and product history
  • Machine operation or validation experience, internal or external to Caterpillar
  • Experience developing product support documentation
  • Experience with Cat Electronic Technician, CadetWin, and Vector CANape
  • Experience with DatK and equivalent data analysis tools
61

Client Product Support Rep Resume Examples & Samples

  • One to three years’ experience in a client support role
  • Strong troubleshooting and problem solving skills
  • Proficiency with PC’s
  • Strong organizational and interpersonal skills, with good detail orientation
  • Ability to work a flexible shift with varying hours
  • Education College degree highly preferred
  • Experience: Working knowledge of back office functions in the financial services industry. This should include, but is not be limited to, bank operations for the item processing of check payments, image capture (such as branch capture products)
  • Experience in checking documents/image payments flow and image related products are a plus
  • Knowledge of FISERV products and systems is a major plus
62

Product Support Expert Resume Examples & Samples

  • Over 3 years' experience in enterprise HR systems support and continuous improvement, or related roles
  • Proven track record of liaising with senior stakeholders
  • Experience working in a matrix organization and influencing multiple senior stakeholders to drive results
  • Experience working with cross border teams
  • Proficient user of any of the following systems: Fusion, PeopleSoft or SAP
63

Contributor Product Support Resume Examples & Samples

  • Reports directly to Product Support HOD for all operational and administrative matters concerning department staff
  • Conducts product demonstrations and workflow studies at travel agency locations, including support to the Sales team to close PowerSuite and PowerConnect sales
  • Implement new PowerSuite and PowerConnect cutovers for travel agencies. This includes product demos, workflow studies, chart of account preparation, document prefixing, posting rules setting, system table setup, documenting unique workflows, training, cutover and onsite support, month end closing, trade debtor and creditor reconciliation and 3rd party program integration like BTA, SINGOV eInvoice
  • Perform PowerSuite version upgrades for travel agencies. The process involves coordinating schedules, verifying reports and document templates before and after trial upgrades, reviewing all PowerSuite settings, workflows and conducting and supporting the upgrade at the travel agencies location
  • Performs Helpdesk functions and telephone support to agency users in accordance with the set service standards
  • Assists agencies on problems relating to the products’ functional and technical usage
  • Liaises with AIPL, XML, ATS Systems and Technical teams to resolve system and technical problems
  • Submits trouble reports to AIPL Central Support for problems which cannot be resolved locally
  • Conduct user acceptance testing of new PowerSuite releases and PowerSuite-related Point-of-Sales Red Apps before market deployment
  • Review and raise customer enhancement requests to AIPL. The complete process involves determining the exact customer requirements, documenting request, raising quotations, liaising with developers, testing the releases, implementing the enhancement at the customers office and providing support if required
  • Training of new PowerSuite users at ATS training centre or on-site at travel agencies
  • Onsite visit to train and support new and existing users; identify needs and resolve PS issues
  • Performs any other duties assigned by Product Support HOD or Team Lead
64

Manager, Technical Product Support Resume Examples & Samples

  • Lead a team of application support engineers responsible for managing and supporting production applications for a 24x7 payment processing system. Position will require support of an escalation on-call rotation for one week out of every six
  • Develop processes and procedures to improve time to resolution and the efficiency of the support team
  • Manage shifting project priorities and resource allocations
  • Define operational readiness key performance indicators to measure the effectiveness of both production releases and client onboarding activities
  • Define key performance indicators to measure the effectiveness of the team in improving the quality of the production environment and systems
  • Provide program leadership, vision, and planning to quality improvement initiatives by delivering successful projects within time, cost, quality and customer satisfaction parameters
  • Develop and maintain strong working relationships and strategic partnerships with key stakeholders/customers across divisions to maximize program effectiveness and influence
  • Minimum 5 years of experience in leadership an application development or application support team
  • Ability to work across multiple teams in a matrixed environment to accomplish objectives
  • Experience working a dynamic work environment and managing multiple projects simultaneously
  • Ability to easily adapt and manage changing priorities
  • Proven leadership skills and business acumen
65

Associate Get There Product Support Resume Examples & Samples

  • Knowledge of at least one GDS (Sabre, Apollo, Worldspan, Amadeus or Galileo)
  • Previous experience in a troubleshooting environment
  • Excellent handling of Microsoft Office tools (Outlook, Word, Excel)
  • Excellent English communication skills both Oral and Written
  • Travel industry experience
  • Web Applications Programming knowledge (HTML, JavaScript)
  • Experience in a technical support function
66

Senior Director, Digital Product Support Resume Examples & Samples

  • Develop and drive key initiatives around defining world-class customer experience for MH customers
  • Prioritize and implement MHE wide initiatives to close gaps between current state and optimum state for MHE Digital Products, affecting change in all customer-related organizational processes – from sales & marketing to customer support
  • Guide and shape sourcing strategy for customer-facing processes and services, and oversee suppliers involved in delivering world-class digital customer experience
  • Create a complete map of customer experience touch points for strategic products and segments. Identify gaps in high priority touch points with operational and revenue implications
  • Include tier 3 issue monitoring / resolution through clearly defined processes and interactions with development and content leads
  • Initiate and direct research to understand customer needs and customer usage of MHE Digital products to inform customer experience enhancements
  • Develop key metrics dashboard and customer experience scorecard that is regularly reported across DPG / business units
  • Develop and mentor talent
  • Provide direction for all customer experience-related activities affecting change for account management, digital sales representatives and customer support operations
  • Must manage complex matrixed relationships and interdependencies across MHE and within the Digital team
  • Decisions and changes made by the Senior Director – Customer Experience will have significant impact on the product development, marketing & sales process within the MHE Digital Organization
  • Bachelors degree required, Masters preferred, or equivalent work experience
  • Ten plus years of relevant business experience (business development, digital customer management or CRM ideal)
  • High energy and ability to lead a team and energize employees at every level throughout the organization
  • Exceptional analytical, quantitative, problem-solving and negotiation skills
  • Demonstrated ability to exercise strong leadership through influencing in a complex matrix
67

Advanced Product Support Agent Resume Examples & Samples

  • Assist customer’s IT staff to ensure that performance expectations and needs are met
  • Provide support-related feedback to management and offer recommendations on tools or processes that may improve the customer support experience
  • Support custom Metro Ethernet Dedicated Access, switched based MDU environments, and large scale wireless environments as well as mixed Metro-E and RF implementations
  • Work with NOC (Network Operations Center) to provide proactive/real-time down notification alerts for enterprise commercial accounts
  • Provide technical expertise to both customers and Operations Staff to ensure optimal performance and maximum uptime of TWC data services
  • In-depth knowledge of LAN/WAN applications, protocols, and hardware required including Cisco IOS, RIP, EIGRP, with a working knowledge of SONET, MPLS and VOIP
  • Working knowledge of telecommunications infrastructure, and equipment, including PBX, as well as T1, T3, DS carriers and Optical carriers
  • Bachelor's degree (B. A.) from four-year College or university; or equivalent training, education and experience preferred
  • B.S/B.A., Information Systems, Computer Science or Engineering preferred
  • 2-5 years of LAN/WAN support troubleshooting experience with enterprise level customers and associated networks required
  • CCNA certification required or equivalent work experience
68

Manager TN Global Product Support Resume Examples & Samples

  • Proven management track record. 4 years of related experience required
  • Operational background, results-driven profile
  • Ability to communicate clearly and influence change through others. Ability to handle difficult conversations with employees and customers
  • Advanced computer software skills preferred but not required
  • Proven ability to work on simultaneous projects, delegating and monitoring adequate achievement of project deliverables
69

New Accounts Product Support Resume Examples & Samples

  • Ensuring that forms are reviewed and approved by key stakeholders as part of the change/onboarding process
  • Develop a standard form layout template, researching industry standards, that facilitates consistency and efficiency in forms processing and increases customer and Field satisfaction
  • College preferred or equivalent experience
  • 3-5 years industry experience preferred
  • Basic knowledge of Morgan Stanley systems and procedures
  • Strong organization and administrative skills
  • Organizational skills, attention to detail and excellent follow up skills
  • Strong computer skills including Microsoft Suite
70

Portuguese & Italian Associate SHS Product Support Resume Examples & Samples

  • Under direct supervision, responsible for responding to customer inquiries regarding all products and systems offered within the Sabre Hospitality Solutions portfolio
  • Provides support to customer applications questions and analyzes potential issues using diagnostic tools and recommending corrective actions
  • Develops and maintains positive customer relations by delivering outstanding customer service, and coordinates with various functions within the Company to ensure customer requests are handled appropriately and in a timely manner
71

POS Product Support Manager Resume Examples & Samples

  • Manage testing/support activities with an emphasis on product functional testing (such as Product UAT, and functional validation), encryption scheme device validations, and payment brand EMV device certifications
  • Support Product Support Team management in definition of operational procedures and establishment of testing and support infrastructure needs, including EMV device certification processes and procedures to be executed by a team of ACP Product Support Engineers
  • Perform network / system diagnostics and transaction research to analyze and resolve endpoint problems in both the test and production
  • Identify, troubleshoot, and resolve complex processing, application usage, or business issues
  • Create and distribute test scripts and manage end-to-end testing procedures
  • Build internal support-related tools and documentation
  • Participate in requirements, design, and roll out of new products and services
  • Interface with both direct and reseller customers
  • Represent Technical Support to other departments at Visa including sales, operations, product management, and product development
  • Create, edit and distribute customer notifications
  • Bachelor's Degree in Computer Science, MIS, EE, CE or equivalent education experience
  • Typically requires 4-7 years in-depth technical experience such as Tier 3 technical support, software development, or back-end web development
  • Typically requires 2-3+ years of leadership experience in payments systems and processing solutions management with relevant knowledge of acquirer processing and network business
  • Experience working with technologies such as Windows, Unix, Linux, Java, C/C++, SQL, ASP, Visual Basic, VBScript, DBMS and/or XML
  • Experience working directly with customers; prior Technical or Customer Support experience is preferred
  • Solid experience with test tools (Clear2Pay, UL/Collis, ICC Solutions, etc.)
  • Prior experience with online payment, risk management, or point-of-sale transaction technologies is preferred
  • Understanding of key U.S. and non-US payment processing systems
  • Ability to navigate and lead cross functional teams within a multi-region matrix organization and with business partners on key tactical programs
  • Ability to convey complex ideas, concepts, and issues thoroughly and concisely
  • Strong teamwork skills and excellent collaboration skills with the ability to collaborate with inter-disciplinary groups
  • Prior certification testing experience is strongly desired
  • Strong problems solving skills
  • Self-motivated, results driven and flexible
  • Excellent leadership, analytic, communication, and management skills, including
  • Experience working with internal and external executive management
  • Building successful client and organization relationships
  • Executive presence
  • Innovation and integration skills
  • Executional excellence
72

Head of Alternative Investments Product Support Resume Examples & Samples

  • Manage relationships with external service providers including third-party administrators, external auditors, general partners/directors, etc. as well as with internal teams including Legal, Compliance, Operations, Accounting, Product Management, Portfolio Management, Risk and Audit
  • Serve as regulatory subject matter expert and supervise compilation of fund and other related information from providers for completion of quarterly and annual regulatory reporting requirements for the registered investment advisor, such as Form ADV, Form PF, NFA CPO/CTA, AIFMD and other country-specific requirements (e.g. MAS)
  • Partner with Legal and Compliance to ensure business guidelines in place to satisfy compliance with Volcker Rule, Bank Holding Company and other regulatory requirements
  • Serve as primary interface with internal service providers for issue resolution between internal operations centers and distribution partners
  • Supervise completion of daily/monthly position reporting in Hong Kong and Australia via a service provider
  • Lead coordination and completion of fund subscription and redemption documentation to underlying fund managers, coordinating with Legal, Accounting and Product Management
  • Complete and maintain cash account opening documentation for new fund launches
  • Partner with Product Management for the review/approval of investor transfer requests and liaise with Legal and General Partner/Director as needed
  • Coordinate annual and ad hoc board meetings
  • Cross train team members on maker/checker roles for trade instructions, compliance reporting and regulatory filing requirements across all product offerings
  • Maintain product information in a highly organized fashion – such as organization documents, daily, monthly and annual reports, and other product-related items
  • Lead process improvement, technology development and other ad hoc projects
  •  Undergraduate degree in Business, Accounting or Finance preferred
  •  10+ years of experience with a focus on investment funds (private equity, real estate and hedge funds)
  •  Experience leading a team and managing others
  •  Experience with product management, investor services, and/or middle office functions
  •  Knowledge and experience with regulatory compliance and reporting
  •  Ability to handle multiple tasks effectively and work within tight deadlines
  •  Detail oriented
  •  Working knowledge of Excel and other Microsoft Office applications
  •  Strong interpersonal, communication (written and spoken), and organizational skills
73

Senior Associate, Atlassian Product Support Resume Examples & Samples

  • Provide Atlassian tool support to client engagement teams, client users, and internal project teams
  • Manage support tickets for assistance requests, support, and general product questions; provide training and demos as needed
  • Engage closely with global administrators and own local (US) Atlassian product administration including user license provisioning, system settings review, end-user documentation, and system configuration based on internal product decisions and user feedback
  • Provide US Navigator and Management Consulting leadership with usage and adoption metrics, reports, and dashboards
  • Escalate issues to and build relationships with internal global and vendor support teams and own the interaction with them on support tickets
  • Build and own standard availability Confluence templates, JIRA reports, dashboards, and on demand requirements from client engagement team
  • One year of Atlassian product experience - Confluence and JIRA - preferably in an administration role
  • Experience providing technical administration of enterprise software, including writing scripts or light programming such as with VB macros, javascript, or object oriented programming
  • Strong client work ethic; responsive and proactive towards customer needs with a strong desire to help
  • Understanding and experience working with relationship databases
74

New Product Support Resume Examples & Samples

  • Conduct research on market trend, market intelligence (i.e. what peers and distributors are doing) and new product opportunities
  • Provide prompt and appropriate responses to comments and inquiries with regards to the businesses products by regulatory authorities
  • Coordinate product launch projects; work with internal partners including legal and compliance, investment teams and operations, and with external service providers, Exchange and regulators
  • Manage existing products' legal documents and produce supported opinions regarding product strategies
75

Tech Product Support Spec Resume Examples & Samples

  • Acts as primary point of contact for client with ultimate responsibility of ensuring a smooth conversion to one of the FDC processing platforms supported
  • Interfaces directly with merchants, banks, third parties, sales reps, vendors, other internal departments, etc., to ensure adherence to established policies, practices and timeframes
  • Assists in assigning deliverable dates, identifying detail for system, operation and programming requirements and coordinating all client training requirements
  • Analyses portfolio to identify issues and offer solutions
  • Reviews, analyses and tracks all business and systems requirements related to conversions
76

Product Support Consultant Resume Examples & Samples

  • Responsible to ensure customer delight for Honeywell by responding to customer inquiry with first time resolution
  • Experience across Voice, Technical / Semi-Technical processes
  • Provide technical support to dealers/contractors during installation and troubleshooting of Honeywell Security, Intrusions/ Access control systems
  • Able to operate PC based programs in a Windows environment
  • Displays effective problem solving skills
  • Demonstrates effective use of soft skills – listening, probing and questioning
  • Effective communication skills and appropriate usage of the English language
  • Flexibility to work in shifts
  • Graduate from a reputed Institute B. Tech Prefered
77

Integrated Product Support Logistics Engineer Resume Examples & Samples

  • Plans, directs, coordinates, manages, markets, and reviews assigned areas of the logistics program, which encompasses the integration, operations and all activities related to logistical support provided to the DVE/BORES PL
  • Monitors the total supply, provisioning, maintenance, training and related programs to assure that all actions are accomplished within the proper time frame to support the life cycle of the system and/or equipment
  • Ensures that all requirements of the Life Cycle Sustainment Plan (LCSP) are documented and performed
  • Completes all task required to obtain type classification/reclassification and Full Materiel Release requirements in support of DVE Milestones. To include the development of and reviews the LCSP, training plan, Major Item Distribution Plan and budget for assigned systems and/or equipment
  • Provides advice and assistance to the various DA/DOD installations and commands engaged in developing and executing such plans and programs to assure that DA and Army Materiel Command (AMC) objectives, policies and requirements for the weapon system and/or equipment are incorporated
  • Performs liaison visits to users of the weapon systems and/or equipment to evaluate logistics support and to provide advice and assistance on logistical related problems
  • Serves as the authority on IPS/Manpower and Personnel Integration (MANPRINT) matters involving comprehensive knowledge of logistics and related functions including supply, maintenance, training, manpower, personnel, transportation, transportability, budget, financial management and management information systems
  • Bachelor's degree or equivalent and at least 8 years of related experience (equivalent experience accepted in lieu of degree)
  • Must have experience developing Integrated Logistics Sustainment Plans (ILSP) and supporting the DOD acquisition process
  • Experience as a contractor supporting Army officers (MAJ; LTC; COL) and with close coordination between O-5 and O-6 organizations
  • Experience in collaborating with systems engineers, cost analysts, acquisition analysts, and trainers
  • Experience developing Integrated Logistics Sustainment Plans (ILSP) and supporting the DOD acquisition process
78

Supervisor, Product Support Resume Examples & Samples

  • Minimum 5 years of work experience
  • Customer focus
  • Team Leadership and Facilitation
  • Learning / change agility
  • Process Management / Continuous Improvement
  • Business data collection and analysis
  • Business acumen
  • Organizational awareness
  • Risk management
  • Written communications
  • Managing through systems
79

Customer Product Support / Reception Resume Examples & Samples

  • 2 years related experience (college education may count for related experience)
  • Tenacity for solving detailed issues
  • Analytical skills and good judgment
80

Product Support Resume Examples & Samples

  • Tier - I Product support for all clients
  • Manage the flow of customer’s issues within FICO via telephone, email or Webex session to L2 Support, IT operations, Development, Professional Services and manage end-to-end communication with clients based on agreed SLAs
  • Escalate and triage issues in a timely manner according to Standard Operating Procedures
  • Knowledge / Prior exposure to Incident Management
  • Excellent communication and understanding skills with a strong customer interaction experience
  • Knowledge on Incident / Problem Management
  • Liaison between Internal teams / Engineering / Consulting to resolve Issues
  • Troubleshoot issues, disturbances and failures in platform and systems, and work with internal and external stakeholders to restore functionality
  • Ability to Manage and Prioritize multiple tasks
  • Excellent Interpersonal communication skills
  • Contribute professionally and consistently to documentation, delivery processes and procedures
  • Maintain and determine ways to improve the customer experience, demonstrating a strong client-focus with professional communication at all times
  • Handling on-boarding any customer to the Support portal in real-time for that region
  • Good customer-facing skills in general to handle phone and emails
  • Exercise judgment within defined practices and procedures, provides status on progress and makes recommendations on process improvements
  • Manage work assignments, priorities, and schedules with input from more senior specialists or direct manager
  • Willing to work in shifts to support clients 24*7
81

Global Product Support Resume Examples & Samples

  • Provide day to day functional and technical software application support to our clients
  • Provide constant and ongoing communication with clients regarding support incidents
  • Create accurate, reliable, and complete case activity updates suitable for maintaining an accurate knowledge-base
  • Ensure proper, timely follow-up on assigned cases to ensure service level agreements are met and client satisfaction is high
82

Engineer Senior Product Support Resume Examples & Samples

  • Extensive Windows Programming experience; must include Visual Studio experience
  • Knowledge/expertise to create/troubleshoot Windows applications - including the following responsibilities
  • Improving software performance using profiling tools (such as affinity, multi-core tasking)
  • Optimizing graphics rendering design
  • Enhancing software error reporting functionality
  • Languages: C, C++ required (ADA and Assembly helpful)
  • Familiarity with sockets and latest software interface techniques
  • Simulation software/environment experience
  • Avionics software programming
  • Configuration Management
  • Data Management Systems
  • Export Control
  • ARINC 653 operating systems such as WindRiver VxWorks
  • Define, build, modify, and/or support software simulation products, such as those listed above, and software tools
  • Provide technical support for the qualification of full flight simulators and training devices, in accordance with customer needs and cert authority regulations
  • Resolve complex customer issues and when necessary, coordinate broader technical support from Engineering, Product Management, etc. as needed
  • Educate simulator manufacturer customers on Honeywell products, interfaces, and infrastructures, sufficient to enable the customer to integrate hardware or software or to simulate Honeywell products
  • Provide technical input to support bid/proposal efforts
  • Provide recommendations/guidance for simulation support of new programs
  • Travel: onsite support, including international travel, as required to support customers and products
83

Product Support Service Engineer Resume Examples & Samples

  • 2-4 years of software QA or technical support experience
  • Strong Windows system administration skills including but not limited to Active Directory, SQL, proxy, firewall, and GPO configurations
  • Knowledge of networking configurations and protocols like TCP/UDP, DNS, SSL, subnets, etc
  • Experience in testing or supporting enterprise security application is a plus
  • Experience in triaging customer issues or providing Level 3 technical support is a plus
  • Strong technical, analytical and problem solving skills
  • Able to work independently and as part of a team
  • BS/MS in Computer Science or a related technical discipline, or equivalent work experience is required
84

Regional Product Support Center Specialist Resume Examples & Samples

  • Product´s Assistance in first level to customer 1st level support team. Analyze problem reported and find a solution. Request feedback from customer if needed. Once solution is found, update the CRM case and advise customer and all other parties involved, that solution was found
  • To Report issues to SMC, LSC, 3rd. Party Developer when solution was not available in first level. Monitor Incidents/PTR´s and provide frequent feedback to the customers and all involved teams
  • To identify Processes Enhancement in the Product Support to improve and ensure internal and external customer satisfaction in the Region
  • Actively participate in required trainings, product informative sessions to be fully updated on all Product Enhancements
  • To review and validate all Projects and Product Documentation delivered from the LSC, 3RD Party, Amadeus Central , etc. related to the Product Support
85

Product Support Resume Examples & Samples

  • Typically requires high school diploma or equivalent and 1 – 3 years of prior relevant experience
  • Experience in installation, configuration, and troubleshooting of Windows Operating Systems, including IIS, security configuration, networking, setting up domains, Windows Group Policies, Active Directory, services, policies, and DCOM
  • Must have excellent computer skills, proficiency with Microsoft Office suite, and knowledge of database reporting tools such as Microsoft Reporting Services and Crystal Reports
  • Must have general knowledge and experience to be able to handle unusual and seldom occurring job events with minimal assistance
  • Must have great communication skills, be self-motivated, attentive to detail, possess the ability to work in a team environment, and have excellent organizational skills
  • Familiarity with petroleum industry business practices and standards. To includ