Software Support Resume Samples

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LD
L Dietrich
Laverne
Dietrich
67997 Mitchell Ferry
Boston
MA
+1 (555) 645 1547
67997 Mitchell Ferry
Boston
MA
Phone
p +1 (555) 645 1547
Experience Experience
Philadelphia, PA
Software Support
Philadelphia, PA
Fahey-Rippin
Philadelphia, PA
Software Support
  • Work closely with development, product management and QA to ensure unity in product development, deployment and support
  • Manage support teams including assigning tasks, providing guidance and performing reviews
  • Knowledge of software development tools and IDEs like SQL developer, XML Spy etc
  • Manage customer support and problem resolution for one or more applications by monitoring and maintaining case workflows while maintaining client satisfaction
  • You will be involved in product improvement program, consulting to customer & monitoring of performance metrics
  • An interest in learning and keeping up to date in SQL server, mobile communications software, web application developments and cloud computing
  • Provide IT Infrastructure support both in-house and at customer sites
Los Angeles, CA
Software Support Consultant
Los Angeles, CA
Pacocha and Sons
Los Angeles, CA
Software Support Consultant
  • Customer escalation management with some assistance (Incidents identified as escalated by SOFTWARE SUPPORT Manager)
  • Work with product developers to assess and create product alterations and contribute to long term solutions
  • Work with customers to add new or custom features to software products. Perform life cycle maintenance
  • Evaluates, prioritizes and answers software service requests that are received from clients via email, phone, and/or web to ensure proper performance and functionality
  • Mentoring and assisting support peers in product and systems technical details, management of issues and all aspects of the respective role
  • Provide subject matter expertise throughout the development life cycle (design, coding, testing, implementation and customer acceptance)
  • Performs diagnostics to isolate and determine cause of software performance problems and malfunctions
present
Detroit, MI
Software Support Manager
Detroit, MI
Hermiston, Kuvalis and Ullrich
present
Detroit, MI
Software Support Manager
present
  • Own workforce and resource planning and scheduling. Provide training, mentoring and career development to the software support team
  • May build industry relations communicating technologies and operational concerns through industry networking
  • Assist with Annual Budgeting as well as forecasting processes for IT
  • Staff management of resources directly assigned as your responsibility for performance, reviews and general well being
  • Reports new or recurring problems to product management and/or product development departments
  • High aptitude in problem solving and customer service excellence
  • From a release control perspective ensuring the operational integrity of systems is maintained
Education Education
Bachelor’s Degree in Computer Science
Bachelor’s Degree in Computer Science
Johnson & Wales University
Bachelor’s Degree in Computer Science
Skills Skills
  • Broad knowledge of loan origination products and related services; in-depth knowledge of products and services for which team(s) provide support
  • Highly organized and able to multi-task under time constraints
  • Working knowledge of workforce management practices and tools (e.g., scheduling software, quality monitoring software)
  • Knowledge of basic IT technologies (i.e. databases, operating systems, network devices, software development and architecture)
  • Excellent decision-making, problem-solving, team building, negotiation, conflict management, and time management skills
  • Excellent customer service skills that build high levels of customer satisfaction for internal and external clients
  • Demonstrated ability to “thought” lead and implement change
  • Willingly shares relevant technical and/or industry knowledge and expertise to other resources
  • Knowledge of products and services for which team(s) provide support
  • Proven ability to manage the entire spectrum of help desk support operations within an unstructured environment
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15 Software Support resume templates

1

Associate TN Software Support General Resume Examples & Samples

  • Professional fluency in written and spoken Spanish and English - proficient level required
  • Italian,Portuguese, French, German, Greek and Swedish professional fluency will receive special consideration
  • Proficient in using computer software products and working knowledge of Internet usage
  • Excellent written skills, particularly email to respond and resolve customer problems
  • Ability to analyze problems, identify key problems and make decisions to solve problems
  • Software or Networking skills will be a plus
  • Call center and / or telemarketing Customer Service experience will be valued
  • Experience with travel distribution/reservation systems including understanding the procedures related to the reservation, ticketing and fulfillment of travel bookings will be specially considered
  • Experience working at a travel agency and/or airline reservation or other travel industry provider will be specially considered
  • GDS knowledge (Sabre, Gallileo, Amadeus) will be valued
  • Travel industry knowledge will be considered a plus
2

Software Support Professional Platform Computing Resume Examples & Samples

  • Provide world class customer services to large enterprise users
  • Investigate and resolve support issues that require thorough product knowledge and usage independently and productively
  • Able to handle critical customer issues and hot-line support issues independently
  • Coordinate within the team and across other teams (Developments, Product Management, Sales) for critical customer support issues or escalations independently
  • Develop KnowledgeBase, procedures and support tools to improve services efficiency
  • Assist junior engineers with their issue handling
  • Software experience in Support or Product Development
  • System-level usage experience on Unix/Linux/Windows
  • Communication and inter-personal skills
  • Experience in problem troubleshooting, analysis and resolution
  • Demonstrated productivity and quality results at customer issue handling
  • Knowledge with HPC is a plus
  • At least 2 years experience in software products and IT environments to provide technical help
  • At least 2 years experience in customer service to large enterprise users
3

Logistics Software Support Assistant Resume Examples & Samples

  • Software Testing & Troubleshooting
  • General Help Desk Support & Assistance
  • Ticket Maintenance
  • User Setup and Maintenance
  • Experience in the fields of logistics, shipping, and freight forwarding
  • Working knowledge of fundamental operations of dynamic software, hardware and other equipment, such as Word, Excel, FileMaker, reporting tools such as Crystal Reports, iReports,
  • Knowledge of relevant call tracking applications
  • Knowledge and experience of customer service practices
  • Related experience and training
  • Curiosity and excitement about technology and being part of a team developing a new product
4

Software Support Representative Resume Examples & Samples

  • Applying problem solving techniques
  • Responding to client queries, providing timely resolutions to client issues
  • Performing problem management and end-to-end problem ownership
  • Employing IBM's standard support delivery methodologies and tools
  • English fluent (both written and verbal), with neutral accent and good language comprehension
  • College degree in relevant field (i.e. computer science, engineering, etc..)
  • Willingness to work in swing/night shifts (US primeshift)
  • Knowledge of a UNIX operating system is highly desired
  • AIX experience / certification(s)
  • Customer facing experience
  • Technical Support experience by phone and email / Remote Delivery experience
  • AIX / UNIX product related skills: Basic installation and configuration
5

Software Support Representative Resume Examples & Samples

  • Providing initial remote technical software support for PureFlex issues such as FSM, storage, networking, and chassis
  • Interacting with the client and IBM functions consistently until problem resolution
  • Analyzing problems/situations and understanding the impact on a client’s business operations
  • Applying proven problem solving techniques
  • Responding to client queries and providing timely resolutions to client issues
  • Consistently delivering high client satisfaction on all problems resolved by the Specialist
  • Maintaining positive client relationships even under stressful and difficult conditions
  • Logging all related activities for each client query and handling client data securely
  • Consistently executing IBM's standard support delivery methodologies and tools, for both US and world-wide clients
  • Participating in the team’s scheduled Offshift (callout) rotation
6

Financial Planning Software Support Resume Examples & Samples

  • Conduct in-depth training sessions via telephone, online and onsite
  • Use software to remote control end user computers to resolve problems
  • Provide detailed documentation in the call tracking system
  • Stay abreast of, and comply with, company and department policies and procedures
  • Identify, research, and resolve system data integrity issues/anomalies and report them to appropriate software development area
  • Effectively communicate to clients, peers, and management any system issues that affect the quality or reliability of supported systems
  • Maintain and assist users with company websites
  • Represent department and supported products at company meetings, events, and conferences, when needed
  • Securities products including equities, fixed income, annuities, and options
  • Types of investment accounts including retail, retirement, wrap, DVP, and managed
  • Portfolio Management applications
  • Contact Management applications
  • Proprietary broker and financial planning applications
  • Concepts, practices and procedures in supporting computer hardware and software; peripheral equipment and diagnostic methods, techniques and procedures
  • Spy ware removal applications to eradicate spy ware and malware
  • Software installation and removal
  • Networking, mainframes, standard operating systems (including resources and services), and personal computer applications
  • Network architecture, back office systems and proprietary software
  • Operating personal computers, peripheral equipment, and telecommunication devices
  • Using software to remote control end user computers
  • Diagnosing and solving computer hardware, software, peripheral equipment, data communications and network problems
  • Operating standard office equipment and using required software applications, sufficient to provide basic troubleshooting
  • Work well and support others in a team approach to problem solving as well as work independently when required
  • Communicate effectively, both orally and in writing, with all organizational levels
  • Manage multiple tasks with changing priorities to meet deadlines in a fast paced environment with constant interruptions
  • Pay close attention to detail, sufficient to complete tasks accurately and efficiently
7

Apple Software Support Casper Resume Examples & Samples

  • Casper Software Deployment and Imaging experience
  • Full knowledge of Mac OS X and prior
  • Process Documentation
  • Ability to prioritize multiple tasks in a fast pace environment
8

Software Support Tech Specialist Resume Examples & Samples

  • Hardware knowledge
  • Basic Mobile Device knowledge
  • Basic Database knowledge
  • Basic knowledge of various browsers (IE, Firefox, Chrome, Safari, etc.)
  • DI
9

Software Support Professional Resume Examples & Samples

  • At least 1 year experience in system software technical support
  • At least 1 year experience in customer service to enterprise users
  • At least 1 year experience in Linux/UNIX
10

Apple Software Support Resume Examples & Samples

  • Mac OSX / Server
  • Apple Remote Desktop
  • Minimum of 3 years experience of Enterprise Apple Support including
11

Software Support Professional Resume Examples & Samples

  • At least 2 years experience in enterprise software products and providing technical help
  • At least 2 years experience in providing customer service to large enterprise users
  • At least 2 years experience in Linux and/or Windows
  • At least 1 year experience in software development experience
12

Software Support Representative With Portuguese Resume Examples & Samples

  • Providing initial remote technical software support for AIX to clients
  • Interacting with client and IBM AIX labs and development consistently until problem solution
  • Maintaining highest client satisfaction
  • Apply crisis management fundamentals for severe situations
  • Logging all related activities for each customer query and handling client data securely
  • Some IT experience (2 yrs +), through business or personal interest
  • C programming and/or scripting experience
  • Knowledge of IT technology & infrastructure
  • At least basic installation and configuration
  • Portuguese: Fluent
13

Software Support Professional Resume Examples & Samples

  • At least 1 year experience in enterprise software products and providing technical help
  • At least 1 year experience in providing customer service to large enterprise users
  • At least 1 year experience in Linux and/or Windows
14

Z/os Software Support Representative Level Resume Examples & Samples

  • Demonstrated software programming experience
  • ZOS experience
  • Customer support experience
15

Software Support Team Lead Resume Examples & Samples

  • Lead the software support team to provide customer software product support / requests for customer base and ensure that all calls/responses meet Quality standards and KPI's
  • Support Project managers in the field for all project requirements, including specification development to customer requirements, installs, upgrades & configuration
  • You will be involved in product improvement program, consulting to customer & monitoring of performance metrics
16

Technical Software Support Resume Examples & Samples

  • Good technical skills and knowledge with
  • ZSeries (OS/390)
  • ISeries
  • HPNonStop (Tandem)
  • IBM Sterling Connect:Direct - (software Supported)
  • Network skills
  • UDP
  • Database (DB2, SQL)
  • Scripting (Microsoft batch scripts, JCL)
  • Problem Troubleshooting Skills
  • API skills
  • Java debugging skills
  • Excellent oral and written English communications skills
  • Excellent organizational skills
  • Self motivation and a desire for on-going learning
  • Willingness to take on new challenges
  • Ability to understand problems from the customer's perspective and the impact on their business
17

Software Support Resume Examples & Samples

  • Software support and maintenance of custom written solutions
  • Remote support for all clients
  • Software training for new and existing users
  • Software testing and bug reporting
18

Software Support Services Leader Cewa Resume Examples & Samples

  • Gather market information for SW (Software) products, customers pains, other market players (competition and potential partners)
  • Identify new SW services opportunities; provide technical support for IBM platforms and SW related services. Non IBM SW products support and services ... etc
  • Manage and support the other TSS sellers for SW services opportunities
  • Execute alliances and partnerships with other SW vendors and IBM BP's
  • Good listening skills
  • Possess leadership qualities and is not afraid to exert pressure to influence others
  • Consultative selling skills
19

Manager Software Support Resume Examples & Samples

  • Provide leadership and direction for the Support team
  • Review issues for patterns or possible hidden bugs and work on solutions to overcome them
  • Reporting to the Executive Manager Software Support on client issue numbers and response times as agreed
  • Manage the issue from point of receipt to the point of closing the call to the satisfaction of the client
  • Achieve and maintain a high level of client satisfaction with the service provided
  • Liaise with the Support Programming Team as required, to explain software errors or to recommend changes to program functionality
  • Previous extensive leadership experience in accounting or financial services industry
  • Strong ability to work under pressure, demonstrate initiative and prioritize work schedules
  • High level of problem solving skills and flexible approach to working hours
  • Exposure to dealing with accountants and financial planners and understanding the issues they face
  • Knowledge of accounting and superannuation and SMSFs
  • Exceptional client management skills to impart confidence to clients that issues are under control
20

Client Service / Software Support Resume Examples & Samples

  • Basic Windows OS (XP and newer)
  • Basic Mac OSX (10 and newer)
  • Basic PC/Mac
  • Basic MS Office (Excel, Word, PowerPoint, Outlook, Visio, etc.)
21

Software Support Manager Resume Examples & Samples

  • Lead a team of talented software support engineers to provide best in class customer service and technical support to internal users of SolarCity applications
  • Provide end-user support to end users via email, phone, web, and in person. Maintain and administer the internal support ticket system, IVR and issue workflows
  • Work closely with engineering, product, project, IT, Sales Training / Helpdesk and external customer support teams to drive prompt resolution of issues. Partner with teams to maintain a proper balance of responsibilities between software support and other teams
  • Establish and achieve SLA targets for issue response time, resolution time, first contact resolution rate, and other key support KPIs
  • Develop and drive processes both within the support team and cross functionally to streamline the resolution of customer reported issues, improve response times and customer satisfaction and improve the overall quality of the software applications
  • Prioritize and escalate key issues affecting end-users and drive them to resolution. Manage both internal and external communications for these issues to keep users and leadership up to date and informed on all active and potential problems with the software applications
  • Develop processes, documentation, tools, and workarounds to remediate issues for end users without the need to engage software engineering or other teams. Proactively identify and resolve issues before they are reported and communicate impact and resolution to end-users
  • Identify opportunities internally and externally to continuously improve service levels, SLAs, communications and satisfaction rates
  • Monitor and own all support related metrics including ticket backlog, average time to close, workload distribution, first response time, resolution time and ticket escalations. Provide summary reporting and recommendations on performance to key metrics and potential improvements
  • Own workforce and resource planning and scheduling. Provide training, mentoring and career development to the software support team
  • B.S. or higher from a top tier school in a relevant field
  • 5+ years of experience working in a customer service or customer facing role
  • 2+ years in a management role leading a team of 5+ people
  • Experience with Salesforce.com, SQL Server and multiple software development languages (python, .NET, etc.) is a plus
  • Comfortable supporting and presenting to C-level and executive audiences
  • Able to effectively manage highly sensitive situations and escalations
  • Knowledgeable on project management, process management and process operationalization
22

Technical / Software Support Representative Resume Examples & Samples

  • 1-2 years of Technical Phone Support or Customer Service experience preferred
  • Demonstrated technical product support strongly preferred to include; customer facing, phone based, or other documented function
  • Knowledge of Anatomical pathology, or general laboratory services is strongly desired
  • Experience with LIS or LIMS systems
  • Experience with, or exposure to, EPIC, Cerner, Meditech, and CoPath is highly preferred
  • Demonstrated computer skills required to include Windows environment. ERP (JDEdwards) computer experience strongly preferred
  • Ability to work in a team environment, and must be customer focused with appropriate sensitivity and sense of urgency for customer issues
  • Excellent oral and written communication skills, problem solving, listening, and organizational skills are strongly desired
  • Ability to work independently, troubleshoot, and triage customer concerns
  • Bachelor’s Degree, or higher education, in related field highly preferred
  • Demonstrated computer skills required to include Windows environment. ERP computer experience strongly preferred
  • Critical thinking and logical troubleshooting skills
  • Ability to facilitate and lead work groups
  • Ability to track and perform multiple tasks
  • Strong Organizational and interpersonal skills
23

Software Support Resume Examples & Samples

  • Engineering - Provides engineering expertise to troubleshoot, modify and engineer software solutions and configurations to ensure the product/solution performs within optimal design specifications. Adheres to Amdocs change management processes. Ensures that the solution is maintainable, scalable and supportable. Designs, develops and maintains tools/automations to assist in troubleshooting, debugging and support
  • Investigation - Investigates, debugs and reproduces issues, provides fixes and workarounds and verifies changes to ensure continued operability of the software solution. Highlights risks and helps in mitigating the risk from technical aspects
  • Analysis- Analyzes production issues from business and the application/code perspective and outlines corrective actions. Performs impact assessments of the issues and contributes to the Root Cause Analysis of critical issues
  • Adept in creating scripts and tools to automate routine tasks
  • Excellent client facing skills, including ability to manage multi-party discussions involving business managers, users, system engineers and external application developers
  • Understands business needs, is able to handle pressure and handles conflicts professionally
  • Open to continuous learning and be a self-starter and dependable
24

Senior Software Support Consultant Resume Examples & Samples

  • Bachelor of Science or Master of Science degree in a discipline related to the product technology - usually electrical, mechanical, computer engineering, or computer science
  • Solid experience in software related job (support/development)
  • Excellent technical understanding of the CEN/XFS Specification, and good technical knowledge on at least one platform that implements this specification (ideally APTRA XFS)
  • Exposure to one or more ATM Consumer Applications (preferably APTRA Advance NDC or APTRA Activate)
  • Six Sigma certified
  • .NET/C#/Java
  • Networking/Communications knowledge
  • Server technologies
25

Software Support Developer Resume Examples & Samples

  • 10+ years of experience with engineering, computer science, and test and evaluation
  • 3+ years of experience with developing and maintaining one or more DoDAF v2.0 architecture products
  • Knowledge of Joint Capability Areas, the Net Ready-Key Performance Parameter, and the Universal Joint Task List
  • MA or MS degree in Engineering, CS, or Test and Evaluation
26

Manager, Software Support Resume Examples & Samples

  • 5+ years professional experience in technical support, engineering or operations environment
  • Must have demonstrated expertise in one or more of these areas
  • Systems administration (Linux and/or Windows Servers)
  • Networking (DNS, TCP/IP)
  • Databases (MySQL, Oracle, MSSQL)
  • Programming / scripting (Java, Perl, Ruby, C#, and/or PHP)
  • Must have a record of driving projects to improve support-related processes and the technical support experience
  • At least 4 years direct management experience especially with technical and innovative teams
  • Demonstrated examples of process improvement execution
  • Demonstrated examples of a drive to dig into the details of a system or process to solve customer problems
  • A strong analytical approach to problem-solving with a metrics-driven focus on frugality without sacrificing safety or customer satisfaction
  • The ability to demonstrably overcome adversity; lead others to success and drive change to influence others in order to achieve results
  • Demonstrated ability to successfully develop others into higher levels of leadership in an organization
  • Demonstrated ability to deal with adversity and rapidly changing operating conditions while still delivering to expectations
  • An innovative thinker who also has a strong customer and quality focus
  • Is a superlative oral and written communicator; has the ability to communicate complex concepts clearly and persuasively across different audiences and varying levels of the organization
  • Relishes ambiguity and change; devises frameworks to resolve and prioritize
  • Manages innovation and is consistently thinking of better ways to do things
  • Deals well in ambiguous environments
27

Helpdesk Technician Software Support Resume Examples & Samples

  • Track and route problems, requests, and document resolutions
  • Thoroughly document issues and resolutions in knowledgebase of call tracking system
  • Respond to queries either in person or over the phone
  • Respond to email messages from customers seeking help
  • Positive Attitude and good communicator
  • Associates degree or technical school desired, can be substituted with experience
  • Minimum one year prior experience working in a Help Desk or Desktop environment
28

Software Support / Developer Resume Examples & Samples

  • Develop Product Knowledge-Base articles, procedures and support tools to improve services efficiency
  • Work on support projects such as Web based or mobile support management dashboard, support tools or other IBM Watson cognitive related projects
  • Investigate and resolve support issues that require intermediate product knowledge and usage independently and productively
  • Handle urgent customer situation and provide emergency fixes or solutions to customers
  • Coordinate within the team for critical customer support issues or escalations independently
  • Working for Bachelor Science (B.Sc.) in Computer Science or equivalent degrees
  • Demonstrates verbal, written communications skills, and inter-personal skills
  • Proven experience in problem troubleshooting, analysis and resolution
  • Experience with various programming languages like Java, Python
  • Knowledge of software development process
29

Inside Sales Specialist Software Support Plans Located Resume Examples & Samples

  • Academic degree (BSc) or equivalent level of experience in Life Sciences or Engineering is advantageous
  • Knowledge of ERP (Oracle). Understanding of a service business to determine the requirements of our customers and to act accordingly
  • Strong telesales and communications skills to effectively sell services in SCIEX’ market
  • Strong analytical skills to assess and prioritize account sales opportunities and develop sales and product forecasts
  • Fluent in English (both verbal and written)
  • Advanced skills in Word and Excel
  • Business fluent skills in one of the following languages is required: French, Spanish, Italian
  • Experience in a function with similar demands
  • Experience in a Telesales role would be beneficial
30

Software Support Consultant Resume Examples & Samples

  • Work with the Client and SunGard application consultants to plan software releases from inception to deployment
  • Deployment of software and batch processes to live servers
  • Collection and analysis of stats and data relating to performance
  • Build and maintain a good relationship with the Clients’ teams
  • Candidates should have a bachelors degree, or else reasonably equivalent experience or education
31

Software Support QC Associate Resume Examples & Samples

  • Develop, implement and maintain portal to improve the efficiency, productivity and perform root cause analysis of QC and QA operations
  • Gather user requirements and translate to functional specifications, implement solutions and enhancement projects
  • Participate in improvement teams and provide advice from the system point of view, the most efficient and effective means or ways in achieving the project goal
  • Conduct acceptance test for systems enhancement and development. Ensuring accuracy and reliability prior to implementation
  • Systems owner and administrator fully responsible to install, upgrade, integrate and resolve systems related issues
  • Develop user guides and training material for new and existing systems
  • Conduct training on these systems for quality staffs
  • Modify, adapt and transfer systems across departments and also across manufacturing sites
  • Support troubleshooting and investigate Out of Specification failures
  • Support to compile and analyze data and measurement for any trends in quality and drive improvements to process or product
32

Installation & Configuration Engineer Software Support Resume Examples & Samples

  • Facilitate discussions with customer’s IT and business leads answering questions pertaining to system requirements, architecture, and deployment topology in preparation for the installation
  • Handle technical support cases from customers, related to the deployment and use of our software
  • Create customer-facing knowledge-base articles and documentation to improve the customer experience when working with our solutions
  • Some travel and out-of-regular hours work is required (20-30%)
33

Software Support Escalation Manager Resume Examples & Samples

  • Lead Critical Case Management process
  • Drive a weekly Critical Case Review process engaging with relevant departments across the company
  • Provide assistance to Software Engineers to drive issues to resolution with a high sense of urgency
  • Take the lead in developing action plans, internal status updates and customer communication during critical incidents and escalations
  • Requires frequent contact with Senior Leadership Team, Development management, Sales, Software Support and customers
  • Candidates must be technically competent in the solutions supported by the team with a deeply process- and detail-orientated mind-set
  • Training will be provided
  • Create a passion for “Customer Success” in challenging cross-functional situations
  • Superior interpersonal skills and the ability to effectively communicate with all levels of management in a crisis situation, ranging from technical and non-technical key players to Executive teams
  • Motivated self-starter with a strong work ethic and ability to work effectively under pressure Exceptional documentation skills and habits – meeting minutes, action plans, status updates, knowledgebase articles, etc
  • Willingness to jump into critical customer situations with little notice, understand technical issues, and quickly bring cross-functional team members together to develop and deliver on action plans
  • High sense of urgency and ability to deliver consistent results and world-class customer satisfaction
  • Excellent prioritization and time management skills in a fast-paced, interrupt-driven environment
  • Highly attentive to detail in both written and oral communication
  • Process-oriented work ethic with experience in holding others accountable to the established escalation process/protocol
  • Experience supporting mission-critical software technologies
  • Strong experience in a direct customer-facing role managing critical incidents and escalations
  • Extensive experience in a technical support role in the software industry
  • Ability to communicate in Spanish and or French is a plus
34

POS Software Support Representative Resume Examples & Samples

  • Responsible for providing world-class service to our customers in an accurate, efficient, and professional manner. This position responds to routine and complex customer inquiries via the telephone and e-mail. Primary focus is on providing assistance and advanced trouble-shooting regarding service delivery, installation, outages, component level problems, and other technical issues
  • This position requires in-depth knowledge of each service offering and specialize in one or several areas of POS or other NCR products
  • Role is responsible for identifying trends both within the solution and with clients, reporting on the trend where appropriate, and providing supporting data
  • Formal education level: High school degree or equivalent - Some college or technical training preferred. Specific skills & proficiency level
  • Strong oral and written communications skills a must
  • Ability to multi-task desired Experience
  • Previous help desk or computer support experience required
  • Previous SQL query experience is a plus
35

Software Support Manager Resume Examples & Samples

  • Manages the operations of teams of representatives that respond to inquiries of a technical or complex nature relating to FIS software products and/or services through case management
  • Develops and monitors the application of operating systems including policies and procedures, operating structure, information flow, and systems that provide answers to common questions and problems
  • Reports new or recurring problems to product management and/or product development departments
  • Monitors client issue queues and volumes, and other metrics. Analyzes results and analyzes trends. Ensures the volume of work produced meets product/service standards and exceeds quality standards (service levels)
  • Ensures representatives are properly trained when new products are released or products are upgraded or patched
  • Contributes to the development of the product support function
  • May develop business strategy and business plan for team/group operations including budget development
  • Selects, develops, and evaluates personnel to ensure the efficient operation of the function
  • May build industry relations communicating technologies and operational concerns through industry networking
  • Oversees system upgrades of FIS software products
  • Performs other related duties as assigned by management
  • Broad knowledge of loan origination products and related services; in-depth knowledge of products and services for which team(s) provide support
  • Typically requires more than six years of related application support and/or operations experience with at least two years of leadership responsibility
  • Knowledge of products and services for which team(s) provide support
  • Knowledge of basic IT technologies (i.e. databases, operating systems, network devices, software development and architecture)
  • Working knowledge of workforce management practices and tools (e.g., scheduling software, quality monitoring software)
  • Excellent customer service skills that build high levels of customer satisfaction for internal and external clients
  • Willingly shares relevant technical and/or industry knowledge and expertise to other resources
  • Excellent decision-making, problem-solving, team building, negotiation, conflict management, and time management skills
  • Demonstrated customer-focused leadership ability
  • Ability to work both independently and in a team environment
36

Software Support Co-op Resume Examples & Samples

  • Preferred experience in the following
  •  Java or C++, or C# software development
  •  Experience with Python, Perl or similar programming languages
  •  XML and related technologies
  •  Working knowledge of SQL and Oracle database
  •  Working knowledge of Windows operating system
  •  Excellent communication skills
  •  Ability to learn quickly
  •  Excellent problem solving skills
37

IT Software Support Resume Examples & Samples

  • Ensure on meeting daily Key Performance Indicators
  • Provide first level resolutions
  • Ticket creation/Categorization / Prioritization
  • Excellent troubleshooting skills, search skills, ability to approach problems logically
  • Technology support and/or programming experience highly preferred
  • Customer service aptitude
  • Exceptional interpersonal and communication skills and ability to build rapport
  • Bilingual Requirements: Spanish and/or Portuguese
38

Software Support Consultant Resume Examples & Samples

  • Offer input and gain knowledge as a subject matter expert on products, systems, and services
  • Knowledgeable across the related LOB product range including all solution(s) currently released and supported with specific knowledge on NCR’s TransAction Manager Product Suite, but may require assistance to progress an incident outside assigned product solution(s)
  • Knowledgeable on assigned product solution(s) with specific knowledge on NCR’s Transaction Manager Product Suite including releases 4.X, 5.X and Accelerator, XPAY , TG and can investigate issues and very infrequently require assistance
  • Very knowledgeable on specific areas of solution(s) to SME level on NCR’s Transaction Manger Product Suite including releases 4.X, 5.X and APP1 and can assist others with investigations
  • Basic knowledge on 3rd party products used within customer solutions
  • Mentoring and assisting support peers in product and systems technical details, management of issues and all aspects of the respective role
  • Design corrective action(s) to resolve product or system problems with no known solutions
  • Gather and analyze information, formulate and test hypothesis
  • Identify, design, develop and validate solution
  • Ability to research problems with no known solutions and design solutions for identified problems
  • Collaborate and communicate with technical suppliers including other Software Support Engineers, Third Party Suppliers, Product Development Engineers, Solutions Managers, Professional Services and Technical Support Specialists as appropriate; whilst maintaining ownership of the incident
  • Ability to manage multiple issues of differing stages of investigation and priority without assistance
  • Work with product developers to assess and create product alterations and contribute to long term solutions
  • Actively participate in making the team a success by achieving the team objectives
  • Knowledge metrics and knowledge code compliance as per department objectives
  • Proper usage of incident tracking tool (as per incident working guidelines)
  • Work all incidents diligently to ensure customer satisfaction survey targets are achieved
  • Enhance customer service by dealing with all incidents professionally and adhering to SOFTWARE SUPPORT SLA
  • Ensure customers are kept updated with current status of investigation as per SLA guidelines
  • Customer escalation management with some assistance (Incidents identified as escalated by SOFTWARE SUPPORT Manager)
  • Including key position of driving and communicating a status of incident to all relevant parties including senior management as required
  • Enhance organization dynamics by building and maintaining internal and external relationships
  • Record and communicate solution creation information in a timely manner
  • Populate the knowledge base with product and in-depth technical information
  • Act as a Knowledge Domain Owner (KDO) representing respective team or organization in regards to center level knowledge sharing requirements
  • Provide feedback to appropriate audiences to adjust the quality of Knowledge Articles
  • Enhance individual performance and career development by focusing on technical areas and personal skills outside current areas of expertise
  • Proactively search for trends in product quality and system issues and initiate corrective action
  • Act with urgency
  • Make decisions
  • Solve problem
  • Contribute positively to a team
  • Work effectively in a team environment composed of peers and cross-functional members
  • Be proactive and positive attitude
  • Prioritize in a fast-paced environment
  • Have attention to detail
  • Be focused and self-motivated
  • Have a strong desire for quality
  • Tackle new challenges
  • Analytical Skills
39

Associate Software Support Consultant Resume Examples & Samples

  • A fast learner who is excited and eager to become skilled in understanding engineering concepts, principles, techniques and processes
  • Qualified to degree level or equivalent work experience in a software discipline
  • Show characteristics of a keen sense of ownership and leadership that are required to be principle contact for problem investigations
40

Software Support Representative Resume Examples & Samples

  • This position requires in-depth knowledge of each service offering and specialize in one or several areas of POS software or other NCR products
  • Due to complexity of issues and possible sources of problems, the position requires frequent research, exhaustive troubleshooting, and customer follow-up to ensure proper resolution
  • Interactions with customers must be well documented in the Case Management System
  • Formal education level: High school degree or equivalent - Some college or technical training preferred
  • Stable work history required
  • Must be able to work independently
  • Previous POS support experience desired, restaurant industry preferred
  • Previous Loyalty program experience desired, restaurant industry preferred
  • Previous intermediate networking experience desired
  • Previous remote desktop experience desired
41

Hardware / Software Support Technician Resume Examples & Samples

  • Coordination and management of repairing, receiving, staging, setup, configuration, transportation, installation, deployment, support, patching, maintenance, monitoring, moves, inventory, and decommissioning of plant IT infrastructure components and associated software that includes the following platforms
  • Desktop, Laptop PCs, Workstations, Servers and other PC based hardware (Windows, UNIX, and Linux)
  • Printers, Plotters, Embossers and related peripheral devices
  • Barcode Readers & Scanners, Transponders, and RFID Tags and related equipment
  • In Plant communication devices such as phones, pagers, and radios
  • Plant Networks
  • Other similar IT systems required for supporting the on-going activities within the plant
  • Direct on-site and on-call infrastructure support providing issue identification, diagnosis, training, and resolution of all deployed systems
  • 7x24 on-call support of the deployed systems
  • Provide depot and T&M support of described equipment above
  • Direct on-site and on-call infrastructure support providing issue identification, diagnosis, and resolution of all deployed systems
  • Managing software and hardware inventories for all Plant IT Systems
  • Coordination of the repair, receiving, staging, configuration, transportation, and installation of plant IT infrastructure components and associated software that includes
  • Desktop and Laptop PCs and Workstations (Windows, UNIX, Linux)
  • Servers (Windows, Linux)
  • Printers/Plotters
  • Barcode readers and scanners
  • In-Plant communication devices such as desk/cell phones, pagers, and radios
  • Mobile Radio Terminals
  • Plant networks
42

Probe Software & Support Engineering Intern Resume Examples & Samples

  • Collecting requirements and analyzing data (as required) to support automation and customer teams
  • Defining and making suggestions that improve production and process issues
  • Learning new tools in the effort to maintain, troubleshoot, and support existing software
  • Proactive monitoring and reaction to line & IT system performance metrics/indicators
  • Testing and development releasing of new software
  • Develop training material and documentation of new software
  • Presenting data to various groups and levels of management
  • Report development
  • Proven problem solving abilities
  • Software testing experience
  • Good communication and leadership skills
  • The ability to work and thrive in a team environment
  • Knowledge in several of the following areas is a plus
  • Please note: This position is located at our facility in Manassas, Virginia.*
43

Supervisor Software Support Resume Examples & Samples

  • Assist with creation and implementation strategies related to IT Mission, Vision, and Values, and objectives as they relate to Application Management and Support
  • 24x7x365 secure, cost-efficient and reliable application support organization that leverages collective resources and capabilities to maintain and support applications
  • Maintenance and enhancements for applications for on-going supportability, stability, and enabling business functions
  • Proactively plan for application capacity
  • Lead a tier 2 support organization focused on capacity planning, application monitoring, case management, and management of major outages for assigned applications
  • Responsible for coordinating support efforts regarding the maintenance and development of order flow systems managed within the Service Delivery organization
  • Case Management - Leading organization to develop procedures, knowledge base, and competency to resolve tier 2 cases
  • Monitoring service levels and overall quality of case management activities. Works with development organization to identify and address root causes of support issues and incorporating corrective actions in future development plans
  • Major Event Management - During significant outages in the orderflow and customer system environment provide leadership for service restoration activities while managing communications to clients and IT leadership regarding status
  • Drives significant issues to resolution via Root Cause Analysis process
  • Provides sound judgment under significant pressure
  • Responsible for decisions impacting a production environment which processes over $60B in customer orders annually
  • Flexibility - Leads a team of resources working over 2 shifts and providing 24x7 on call support
  • Must be available 24x7 for the escalation of application and environment issues
  • May be required to work different shifts periodically for major deployments and special events
  • Team work - Working with leadership of other IT teams (network, database, engineering, service center, business partners, etc.) for process improvement, issue resolution and project delivery
  • Leadership - Working with the development teams, technical specialists and the support team, to assume support responsibilities for newly developed applications
  • Work constantly to improve efficiency (AGILE) of the support team, as well as implementing best practices and driving enhancements and value to the application monitoring strategy
  • HR - Develop resources with solid business, technical and application process knowledge
  • Mentor direct reports by developing individual development plans and one on one feedback
  • Ability to develop teams and lead people
  • Strong technical knowledge
  • Must be able to develop and maintain strong relationships with various teams including development, engineering and support
  • Must be comfortable interacting with business partners and senior level management
  • Working knowledge of Windows and Unix OS administration, application architecture, relational databases, SQL, Perl, Java/J2EE concepts, Unix and Windows scripting
  • Specific experience with application development, capacity planning, application health monitoring, and application support
44

Software Support Consultant Resume Examples & Samples

  • Evaluates, prioritizes and answers software service requests that are received from clients via email, phone, and/or web to ensure proper performance and functionality
  • Ensures timely resolution and referral of user problems by documenting the impact to the user and by assigning an appropriate priority and resolution goal
  • Logs and tracks calls using a Customer Relationship Management system and maintains history records and related problem documentation
  • Maintains a resolution time in line with contracted service level obligations
  • Analyzes and corrects problems using documented procedures, available tools, and personal knowledge and skills
  • Performs diagnostics to isolate and determine cause of software performance problems and malfunctions
  • Proactively identifies trends based on customer inquiries
  • Conducts basic application training to new users
  • Bachelor’s degree or equivalent work experience
  • 2-4 years related experience in a software support or client services role
  • Experience in Intellectual Property is a plus but not required
  • Knowledge of Salesforce is a plus
  • Knowledge of PL/SQL not necessary, but is a plus
45

Director, Global Software Support Resume Examples & Samples

  • Lead and mentor a global team of technical and customer-oriented technical support associates
  • Design, implement and maintain online support tools, support infrastructure, and processes for continuous improvement of support offerings
  • Build and maintain close relationships with customers while consistently monitoring feedback and levels of customer satisfaction
  • Design customer satisfaction programs to maintain a high level of customer satisfaction
  • Collaborate with engineering and product management to continuously improve the quality of products
  • Act as the executive point person for critical customer escalations
  • Ensure the performance of the Technical Support team: Drive the optimal delivery of technical support resources to achieve efficient, effective support to clients
  • Carry out supervisory responsibilities in accordance with the company's policies and applicable laws; including, but not limited to: interviewing, hiring, training/coaching and terminating employees; planning, assigning, and directing work; appraising performance; salary administration; rewarding and disciplining employees; addressing complaints and resolving problems; and additional duties as assigned
  • Bachelor's degree in Information Technology preferred
  • Experience with technical support/contact center enterprise support required
  • Minimum of 10+ years of software development experience, 3 of which must be in a management role
  • Experience in building and scaling worldwide enterprise support
  • Proven track record of achieving high level of customer satisfaction for enterprise products
  • Experience in leading a high performing team
  • Effective problem solving experiences with understanding of client impact
  • Excellent written, interpersonal and communication skills
  • Strong analytic, strategic, reasoning and interpersonal skills
  • Ability to understand business process flows and identify gaps
  • Experience in enabling and managing change
  • Ability to travel up to 30%. Frequent interstate travel and occasional international travel is an inherent requirement of this position
46

Manager of Distribution Center Software Support Resume Examples & Samples

  • Achieve Distribution Center & Operations Support (along with the information technology department) goals and results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining employees; initiating, coordinating, and enforcing systems, policies, and procedures
  • Staff recruiting, selecting, orienting, and training employees; maintain a safe and secure work environment; develop personal growth opportunities for individual team members
  • Maintain and improve the team’s effectiveness and efficiency by defining, delivering, and supporting strategic plans for implementing new information technologies and process improvements
  • Develop organization goals, strategies, practices, and user projects to support business needs and objectives
  • Work cross functionally to identify potential service enhancements and consult with all levels of management by collecting customer information and analyzing customer needs
  • Establish and maintain internal and external customer relationships
  • ¿10+ years in information technology roles of increasing responsibility
  • 5+ years in a managerial position managing FTE direct-reports in a software support environment
  • 4+ years of Distribution Center experience (operational and/or support)
  • BS or BA from a 4-year university
  • Experience supporting legacy, preferably ERP, environments
  • Relevant certifications preferred (ITIL, MOF, ITSM, etc)
  • Experience supporting Distribution Center software stakeholders and end-users
  • Strong documentation and record keeping skills, as well as an ability to follow documented Standard Operating Procedures
  • Experience leading teams in a matrixed and geographically distributed environment to provide 24 x 7 software support end-users and systems owners
  • Demonstrated experience managing change in an enterprise support environment in order to maintain compliance with existing and new IT and business standards
  • Must possess business and technical acumen required to understand and train teams on critical technologies and business functions
  • Successful track record of giving exceptional customer service to software and operations support customers including issue identification, resolution and follow-up
  • Extensive experience with tracking performance KPIs and reporting using ticketing systems (Service Now preferred)
  • Clearly defined and mature process for support processes and team management
  • Ability to elicit information and gain subject-matter expertise of business requirements and information systems
  • Excellent FTE resource management experience including hiring, motivating, performance reviews) of local and remote teams
  • Ability to function as both an individual contributor and a member of a team
  • Good communications skills – written and verbal
  • Great IT skills combined with a good head for business
  • Successful track record of quick and decisive decision making with limited information
47

Software Support Representative Resume Examples & Samples

  • Receives, tracks, responds and resolves our client's Customer Care calls
  • Provides training and support for simple to complex technical issues related to our client and our client's Enterprise software
  • Identifies technical issues through problem duplication and manipulation of customer data to provide details to the development team for product correction and improvement. Utilizes multiple hardware and software tools to troubleshoot a variety of issues
  • Documents and/or logs all calls, records all activity and communications regarding incidents and problems
  • Maintains all defined service standards. Follows support processes and assists in the development of support procedures and documentation to provide consistent and reliable support and excellent customer service
  • Performs other related duties including projects, support, training and communication activities as assigned by management. Maintains current knowledge of the software and the optical industry as it is trained and learned in the call center environment
  • In today's job market, "who you know" matters more than ever - and that's why you should get to know Volt. We're one of the world's largest recruiting companies, yet our success is built one successful placement at a time. Each of our recruiters has niche industry expertise, committed to connecting top talent with respected companies
48

Software Support Intern Resume Examples & Samples

  • The intern will analyze information, troubleshoot, solve issues and/or work on documenting the issues to work with more senior staff to resolve issue
  • Use of different OS (Mac, Windows, iOS, Android) and Browsers (Firefox, Chrome, IE, etc.)
  • Working with substantial independence, the intern will analyze and review, operational and business development-related data
  • Support a broad range of other assignments with responsibility for recommending and implementing change in methods and procedures in addition to advising management on appropriate next steps
  • Working within a team environment with substantial independence
  • Design, implement, and document procedures and issues
  • Special projects as needed
  • Working towards Bachelor’s Degree
  • Strong qualitative and analytical skills and have ability work through complex systems to find solutions
  • Excellent communication and presentation skills, both oral and written
  • Strong planning and organization skills
  • Must be able to prioritize tasks and manage multiple projects in a fast paced environment with minimal supervision
  • Ability to work well in a team environment and independently while being able to communicate with all
  • Experience with Java, Objective-C, Swift or another related Object-oriented language
  • An Understanding of how Internet application work (both Client and Server Side)
49

Computer Software Support Resume Examples & Samples

  • Requires high school diploma plus three or more years of directly related experience or equivalent combination of relevant education and/or experience
  • Education and/or experience with dynamic website development, web-based application programming, and database management
  • MS Office Suite (including Excel)
  • Technical certification in website and web-based application development/IT/Information Management or undergraduate degree in computer science
  • Experience with PHP server-side programming
  • Experience in writing SQL and database manipulation
  • Experience in Adobe Dreamweaver
  • Experience in Adobe Photoshop, Adobe Illustrator
  • Experience in requirements gathering and software testing
  • Experience in administering Purchase Orders
  • Experience in researching software applications
  • Familiarity with procurement processes and policies
  • Current DOE clearance
  • Demonstrated ability to work effectively in a collaborative and interdisciplinary team environment
50

Software Support Representative Resume Examples & Samples

  • 18 months of technical support or financial institution operational (back office) experience
  • 6 months of back office BSA experience
  • 6 months of SQL experience
  • Monitors incoming cases and emails and resolves in accordance with Service Level Standards (SLS). Uses available support tools to assist the customer and/or recreate the issue
  • May assist in training new employees or serve as go-to person for team members
  • May manage hardware capacity and performance and assess hardware needs
51

Banking Software Support Representative Resume Examples & Samples

  • An Associates or a Bachelor’s degree in Information Technology, or a Business Related Discipline
  • Researches customer problems/issues to increase personal knowledge and familiarity with the supported product and to provide the highest level of support possible. Keeps current on most recent changes and/or upgrades
  • Provides appropriate personnel a precise understanding of user's issues when the problem needs to be escalated to a higher level
  • Assess hardware capacity, set-up and performance vs. software needs
52

Banking Software Support Representative Resume Examples & Samples

  • One year of customer support experience
  • One year of professional experience in a financial institution
  • Must be able to work Monday - Friday from 10:00 am to 7:00pm
  • Eighteen months of experience working in a financial institution
  • Teller or banking operations experience is preferred
  • Experience with troubleshooting techniques
  • Accurately assesses the customer's product issue or problem. Asks the user well thought out or detailed questions and carefully listens to the user's response to fully comprehend the need, product issue, and best avenue for resolving the problem
53

Software Support Representative Resume Examples & Samples

  • Minimum of 5 years of financial institution experience or lending/ loan experience,
  • Minimum of 1 year of customer service experience
  • Experience with SilverLake Jack Henry software
  • Associate or Bachelor’s degree
  • Ability to be self-motivated and work independently
54

Technical Software Support Representative Resume Examples & Samples

  • Minimum of 5 years Technical Software Support or technical software trouble shooting field
  • Working Knowledge of Microsoft SQL Databases
  • Commercial Lending Experience
  • ABL and/or Factoring Experience
  • CADENCE Software Experience
  • Associate’s or Bachelor’s degree
  • Provides level one and two troubleshooting. Accurately assesses the customer's product issue or problem
  • Researches customer problems/issues to increase personal knowledge and familiarity with the supported product and to provide the highest level of support possible
  • Keeps current on most recent changes and/or upgrades
  • Identifies and resolves application and service issues and any other questions that may arise
  • Answers general application questions
  • Monitors incoming cases and emails and resolves in accordance with Service Level Standards (SLS)
  • Uses available support tools to assist the customer and/or recreate the issue
55

Software Support Representative Resume Examples & Samples

  • Utilizes multiple hardware and software tools to troubleshoot a variety of issues
  • Follows support processes and assists in the development of support procedures and documentation to provide consistent and reliable support and excellent customer service
  • Maintains current knowledge of the OfficeMate software and the optical industry as it is trained and learned in the call center environment
  • This is an estimated 12-month Contingent/Temporary position in Rancho Cordova, CA and offered through Volt Technical Resources located in Spokane, WA. We are among the largest IT staffing companies in the US for contract/temporary and direct hire placements and support many of the top rated IT companies in the Pacific Northwest
56

Software Support Manager Resume Examples & Samples

  • Production systems support/Help Desk support for franchise studios that covers 24/7 operations
  • Development of policy/procedure for support and in future release management
  • User Access management
  • Manage key relationships with Head of Operations, IT Vendors, IT Team, Business Teams
  • Support and reinforce daily execution of Orangetheory Fitness systems and processes
  • Provide KPI reporting on support items and manage a team of support resources
  • Assist in expand the support operations globally through partners or satellite Orangetheory office
  • Coordinate the resolution of advanced issues with appropriate teams
  • Contribute to our Knowledgebase (author and edit knowledge base articles)
  • Setup support procedures for all current and future OTF technologies
  • Evaluate overall operational efficiencies and recommend enhancements
  • Work with the learning and development department on setting up training items for support issues that can be resolved through training
  • Aide in establishing and implementing short and long-range departmental goals, objectives, policies, and operating procedures
  • Interact with local business units, franchise owners and area representative, IT Vendors and internal IT leaders and customer resources related to tracking and resolution of internal and external operational issues on a regular basis
  • Oversee the development, design, and implementation of help desk ticketing systems and processes
  • From a release control perspective ensuring the operational integrity of systems is maintained
  • Ensure the appropriate allocation of staff and resources is managed in line with required deliverables and in conjunction with overall departmental requirements
  • Ensure work/tasks assigned are completed on budget and with defined timeframes
  • Staff management of resources directly assigned as your responsibility for performance, reviews and general well being
  • Develop, define and deliver operational support procedures and structure for all systems
  • Develop, define and deliver user access management procedures, structure and operation
  • Develop, define and deliver release management procedures , structure and operation
  • Ensure that IT solutions incorporate defined training plans, systems documentation and support requirements
  • Ensure that support resources are correctly trained and prepared to carry out support requirements as dictated by the deliverable and the client
  • Assist with Annual Budgeting as well as forecasting processes for IT
  • Be involved in or co-ordinate discussions/negotiations with third party suppliers as dictated by deliverable requirements
  • Can manage teams and grow a help desk to support an international business
  • High aptitude in problem solving and customer service excellence
  • Strong understanding of help desk support software and can setup processes
  • Computer operations/network related field or equivalent work experience
  • Highly organized and able to multi-task under time constraints
  • A self-motivated team player
  • May be required to work early morning, evening or even weekend shifts
  • May be required to work in a mobile capacity
  • Minimum of 2 years of experience managing team in software support or call center environments
  • Wide ranging experience with information technology computer systems, software applications, and communication platforms
  • Proven experience in SDLC and/or software support realms of responsibility
  • Proven ability to manage the entire spectrum of help desk support operations within an unstructured environment
  • Demonstrated ability to “thought” lead and implement change
  • Demonstrated experience in managing business expectation and delivering support solutions
  • Staff management
  • Customer facing within a service environment
  • 2 years: Experience managing team in software support or call center environments
57

Software Support Intern, Infinite Visions Resume Examples & Samples

  • Strong interpersonal skills including verbal and written communication skills,
  • Strong teamwork and customer service skills. o Ability to work effectively individually as well as be a productive team player
  • Moderate decision making and problem solving skills involving troubleshooting moderate to complex issues
  • Desire to proactively learn about Tyler software and processes and contribute to process improvement
58

Financial Software Support Representative Resume Examples & Samples

  • Must have at least 18 months experience working in a financial institution using Windows 7 /8 and 10 operating systems, Microsoft office products (Word, Excel, Outlook, PowerPoint, WebEx or other Web Application experience)
  • SQL knowledge preferred
  • Bachelor Degree preferred, ideally in Accounting, Finance, or Business Management
  • Experience with CruiseNet Software
  • Accurately assesses the customer's product issue or problem. Asks the user well thought out or detailed questions and carefully listens to the user's response to fully comprehend the need, product issue, to determine the best avenue for resolving the problem
  • Research customer problems/issues to increase personal knowledge and familiarity with the supported product and to provide the highest level of support possible
  • Keeps current on most recent changes and/or upgrades to the product
  • Be able to clearly communicate a customer’s request to team members as well as escalation to management if necessary
  • Uses available support tools to assist the customer and/or recreate the issue and participate in software testing
  • Participates in training programs to continuously improve industry and product knowledge and service skills
59

Software Support Intern Resume Examples & Samples

  • You will conduct research, work with customers, and learn about the products Tyler customers work with. You will receive guidance from the Support Product Manager, participate in team meetings, and work on actual projects in our software
  • Exposure to SQL, PowerShell, customer service, and software troubleshooting
  • Learn PowerShell and other network troubleshooting tools
  • Ability to work effectively with a software support team on technical and business issues
60

Software Support Consultant Resume Examples & Samples

  • Position works with the client to establish formal solution requirements, translates those requirements into installation specifications for the NCR Implementation team and supports the establishment of test scripts used by NCR and the customer to validate the defined requirements
  • Position supports the implementation team (both NCR and client) and provides recommendations and options for operating the solution successfully within the customer's specific environment
  • Required to contribute to all aspects of requirements definition and documentation for each assigned customer; Elicit requirements from customer using consultative skills to ensure customer thoroughly understands solution options and their chosen options
  • Document and provide feedback within NCR as to areas for proposed improvement within this service and solution implementation
  • Maintain compliance with project specific standards, processes and tools
  • Proactively communicate with design and developer work efforts to ensure understanding and adherence with customer requirements
  • Analyze current system functionality to determine new system requirements against defined business requirements
  • Provide subject matter expertise throughout the development life cycle (design, coding, testing, implementation and customer acceptance)
  • Plans, schedules, monitors, evaluates and directs projects to ensure a complete business solution is implemented; Contributes to project recommendations
  • Researches and writes sections of proposals
  • Helps to prepare client transition plans
  • Works with Business partners to identify, gather, prioritize and incorporate business requirements into the solution
  • Maintain, administer and support tools used in deploying the solution
  • Assists the project manager in implementing innovative industry and horizontal solutions to the client
  • Deliver application development, system integration and system support services
  • Perform complex analysis, design, programming, and modifications of software products and/or customer applications
  • Complete programming, testing, and debugging of applications. Determine procedures, and other documentation needed for installation and maintenance of application programs
  • Work with customers to add new or custom features to software products. Perform life cycle maintenance
  • Develop and maintain working relationships with key persons on the client engagement, to ensure the client's needs are met in a professional manner
  • Understanding the strategic vision of both the client and of NCR Professional Services, and identifying and positioning services that fit within these visions
  • Working in conjunction with engineering teams to implement and support self-service software solutions based on the NCR APTRA family of solutions
61

Software Support Technician EDI Resume Examples & Samples

  • Provide second-level software support for EDI clients and staff
  • Research network issues, program errors, and Windows errors relating to Xpeditor Server performance
  • Assist with the testing of Xpeditor enhancements and bug fixes that are part of Xpeditor releases
  • Map client claim files in order to load into Xpeditor
  • Establish custom edits/converts using XpressBiller software
  • Modify Xpeditor Reports per client requests
  • Assist with identifying product shortcomings and possible enhancements
  • Associate degree preferred
  • Knowledge of EDI a plus
  • Strong computer skills
  • Strong attention to detail working with clients and internal departments
  • Ability to set priorities
  • Ability to maintain confidentiality
62

Software Support Desk Agent Resume Examples & Samples

  • Inbound and outbound phone support, chat support, email support
  • Utilize remote and virtual technology to solve customer issues
  • Troubleshooting hardware, software, and multi-function devices
  • Create/provide documentation/articles for web self help
  • Analyze customer databases and develop reports
  • IT Help Desk/software support experience preferred
  • A+/N+ preferred certifications preferred
  • Working knowledge of windows OS and Networking topologies/functions
  • Knowledge of Logistics and Carrier requirements a Plus
63

PC / Server Software Support Resume Examples & Samples

  • Minimum of 2 yrs day to day working knowledge of a Microsoft OS-based server/client environment
  • Working knowledge of SQL databases and queries
  • Knowledge of FIS' products and services highly desired
  • Knowledge of financial services industry highly desired
  • Excellent verbal and written communication skills to technical and non-technical audiences of various levels in the organization (e.g., executive, management, individual contributors)
  • Excellent analytical, decision-making, problem-solving, team, and time management skills
  • Demonstrated ability to persuade and influence others on the best approach to take
  • On call night and weekend support rotation
64

Software Support Technician Resume Examples & Samples

  • Provide 2nd level of technical support for all software solutions delivered by Zetes
  • Ensure all released solutions are accompanied with appropriate release note and installation instructions
  • Escalate important support issues in accordance with policy
  • Ensure all support calls are initially logged, followed up proactively and closed in line with agreed procedures
  • Working on the on call support rota ensuring 24/7 cover. Overtime pay will apply
  • Additional Responsibilities
  • Commissioning and testing of software / hardware
  • Maintain good understanding of PC, RF, handheld, infrastructure and related technologies in order to provide ongoing technical support
  • Install and troubleshoot equipment on customers’ premises
  • Visual C++ 6.0 / MFC / ATL
  • C / C++ (network / communications software)
  • Cloud-based solutions
  • Powershell scripts and command files
65

Master Ibm-mainframe Software Support Resume Examples & Samples

  • Support Sales Leader in weekly management activities (Pipeline, Forecast, Reporting)
  • Support/coordinate deal clinics
  • Support of Small Deal Management
66

Software Support Spec Resume Examples & Samples

  • Manage and respond to software support tickets
  • Log and track inquiries using a problem management database and maintains detailed history of all issues and resolutions
  • Ability to communicate technical information, both verbal and written, to a wide range of end-users
  • Follows up with customers to ensure that their inquiries are resolved
  • Assist with Mindbody Online (MBO) database and other OTF systems as required
  • Assist with support for all current and future OTF technologies (training will be provided)
  • Assist in working with all functional teams to set up, maintain and support databases
  • Serve as the subject matter expert in supporting Orangetheory Fitness Business Policies, and reinforce best practices and technical protocol for technology program use in studios
  • Other related duties as appropriate and required
  • Interpersonal skills to interact with owners and studio members
  • Ability to balance and prioritize work
  • Strong customer service and troubleshooting skills
  • High energy, flexible, innovative and the ability to manage responsibilities and priorities in a fast-paced and time-critical environment
  • 2 years of experience in software support or call center environments
  • Experience working in MindBody Online (MBO), Zendesk, Microsoft Applications is highly desirable
  • 2 years: Call Center or Help Desk
67

Analyst Systems / Software Support Resume Examples & Samples

  • 5+ Yrs Relevant IT Mainframe and Middleware batch processing experience
  • Should also have experience of and hands-on experience in using at least 2-3 widely scheduling tools
  • Exhibit a strong sense of teamwork and inclusiveness. Must be a self-starter, motivated, innovative, capable of, providing technical solutions. Adaptability and ability to work under pressure
  • Flexible enough to work for extended hours and on weekends as needed to handle high priority issues, production recoveries, provide support to Dev & Infrastructure Releases
  • Excellent communication skills. Demonstrate ability to communicate effectively with both technical and non-technical individuals
  • Must be willing and able to express new ideas, concerns and opinions directly to wider team in team meetings face-to-face and via remote-working tools
  • Soft Skills: Must be a Team player, and Demonstrate ability to communicate effectively with both technical and non-technical individuals
  • Exhibit a strong sense to understand project priorities. Able to assess the customer impact and provide tactical solutions. Able to manage priortize and deliver in multi-projects concurrently running environment
  • Provide generic solutions and avoid re-occuring requirements across projects. Proactively engages with technical stakeholders to share best practices across projects
  • Able to contribute to 1. Automation 2. Causal analysis 3. Develop shared/common solutions
68

IT Systems Analyst, Software Support Resume Examples & Samples

  • Lead requirements gathering, service-oriented modeling, analysis and design activities
  • Evaluate business requirements and prepare detailed functional and technical specifications
  • Serve as the liaison between business and systems analysts, developers and project management groups
  • Present and evaluate design solutions objectively and facilitate conflict resolution
  • Define, use and communicate design patterns and best practices in service oriented analysis, design and development
  • Collaborate with quality assurance team to ensure testing efforts align with system deliveries and business processes
  • Develop strategies to improve service development life cycle and governance processes
  • Develop detailed source-to-target data mapping and data transformation rules
  • Develop and use enterprise service and data models
  • 3+ years of experience in Systems Analysis or IT Development
  • 3+ years of Relational Database experience to include understanding of database scripting and troubleshooting in Oracle and / or SQL Server
  • Production Software Support experience
  • Proficiency with MS Word, Excel, Visio, PowerPoint
  • UnitedHealth Group work experience
  • Software support in a healthcare environment
  • Software implementation experience
  • Experience working with test plans and test cases
  • Ability to work in a fast paced environment managing multiple projects at once
69

Graduate Software Support Consultant Resume Examples & Samples

  • At minimum, a 2:1 degree or equivalent qualification in an IT or related subject
  • Strong IT skills primarily in a Microsoft Windows environment
  • Analytical and communication skills
  • Able to work on own initiative and as part of a team
  • Experience in the use of SQL, Microsoft SQL Server, Oracle and ODBC
  • An awareness of ITIL
70

Software Support Intern Resume Examples & Samples

  • Strong teamwork and customer service skills
  • Ability to work effectively individually as well as be a productive team player
  • Strong analytical ability, particularly in a technical environment
  • Proficient with Microsoft Office
  • Basic knowledge of database structures including fields, tables, views, database objects, etc. is a plus
  • Knowledge and understanding of software development tools is a plus
71

Software Support Resume Examples & Samples

  • Manage customer support and problem resolution for one or more applications by monitoring and maintaining case workflows while maintaining client satisfaction
  • Manage support teams including assigning tasks, providing guidance and performing reviews
  • Work closely with development, product management and QA to ensure unity in product development, deployment and support
  • Manage customer concerns, expectations and priorities
  • Conduct status meetings to communicate objectives clearly and accurately to customer support team and management
  • Regularly follow-up with customers to ensure a quality support experience
72

Technical Software Support Rep Resume Examples & Samples

  • It’s not a dead end job -- we promote from within
  • Your team is bright and dedicated -- if you’re the same, you’ll fit right in
  • Product development, testing, sales, marketing and executives all sit out in the open
  • Rotation programs so you can work for short sprints in other departments without prior training
  • We’re always learning, so you’ll enjoy structured training and defined paths for advancement
73

Software Support Intern Resume Examples & Samples

  • Actively enrolled in BS/MS/MBA program for Information Technology or Computer Science
  • Demonstrated ability to deal in ambiguity and a self-starter
  • Demonstrated capability and interest to meet job duties and skills
  • A really smart person who wants to get into software development
  • Experience with Gmail and Google applications a major plus
  • All applicants must be authorized to work in the US now, and into the future without sponsorship
74

Software Support Representative Resume Examples & Samples

  • Prescriptions, Plans, Products, Services, and Procedures
  • Online purchasing & e-Commerce knowledge
  • Internet knowledge
  • Payment processing/payment collections
  • Eligibility verification
  • Order Status, Shipping Status, and Stock Availability
  • Accurate completion of necessary documentation, letters, and forms processing
75

Software Support Student Resume Examples & Samples

  • Work directly on core BlackBerry applications, with a focus on Microsoft SharePoint Online, providing administration and support to ensure access and security
  • Work on and lead small projects to improve the security and/or support of BlackBerry applications
  • Triage and support internal user escalations
  • Contribute to the evolution of the internal support processes including intake process and documentation (best practices, self-help, tips)
  • Previous work term experience in IT Support, Administration or Security roles
  • Previous administrative/support experience with Microsoft SharePoint Online considered an asset
  • Solid Analytical and problem solving skills
  • General Understanding of Microsoft Office suite
76

Software Support & Subscription Product Manager Resume Examples & Samples

  • Implement software subscription pricing models
  • Minimum of Bachelor’s Degree in a Science, Marketing, Business Administration or related field; Master’s degree a strong plus
  • Demonstrated intimate knowledge of software sales or similar experience required
  • Knowledge of Mass Spectrometry or related analytical technology preferred
  • Ability to perform exceptionally in fast paced, performance oriented environment
  • Experience working in a global environment
  • Experienced influencer capable of managing large teams without direct management responsibilities
77

Software Support Team Lead Resume Examples & Samples

  • You will provide technical leadership to software engineers by coaching and mentoring throughout end-to-end software development, maintenance, and lifecycle to achieve project goals to the required level of quality; promote team engagement and motivation
  • You will provide input to the software engineering manager for estimates, resource needs, milestones and risks; ensure effective delegation, monitoring tasks, identifying risks and handling mitigation and escalations
  • You will provide hands-on technical and functional input to design, maintenance, build, integration and testing of complex software components according to functional and technical design specifications; Follow software development methodologies and release processes
  • You will analyze and provide input for the requirements and provide impact assessment for new features or bug fixes. Make high-level design and establishes technical standards
  • You will represent and lead discussions related to product/application/modules/team and build relationships with internal customers/stakeholders
  • You will enforces quality processes (such as performing technical root cause analysis and outlining corrective action for given problems), measure them and takes corrective actions in case of variances and ensure all the project agreed deliverables are completed to the required level of quality
78

Tier, Software Support / Developer Resume Examples & Samples

  • Accumulo- Data Storage
  • Appache –Web Infrastructure
  • Angular.js 1.x
  • Bourne/CShell- Scripting Language
  • Java – Software Support
  • JBoss- Apl Support and Query Code
  • NiFi- Data Transforming/Routing
  • OWF – Widgets (UI)
  • REST services
  • LESS
  • JIRA/Confluence
79

Laboratory & Manufacturing Software Support Engineers Resume Examples & Samples

  • Experience with the SW & HW Interface / Integration and Windows Dev. Skills (detailed below) in a Laboratory or prototyping environment where shorter development iterations are required
  • C#, Visual Studio, Microsoft DotNet programming experience
  • Experience writing parallel / multithreaded applications
  • Experience interfacing a windows application to commercial equipment (sensors, lab instruments, etc.) via various standard interfaces (Ethernet, USB, IO, etc.)
  • Manufacturing SW Support
  • Experience with the SW & HW Interface / Integration, Windows Dev., and Data System Interface Skills (detailed below) in a manufacturing environment requiring 24/7 availability
  • Both Positions
  • SW & HW Interface / Integration Skills Required
  • Experience interfacing a windows application to commercial IO (such as to National Instruments IO modules \ boards)
  • Experience developing communication interfaces between systems (WCF, raw sockets, etc.)
  • Experience performing system integration tasks and testing (including both software hardware aspects)
  • Windows Dev. Skills Required (All)
  • C#, Visual Studio, Microsoft DotNet programming experience for manufacturing or commercial applications
  • Experience writing and managing development to requirements
  • Experience designing, reviewing, and producing design content via UML diagrams
  • Experience writing parallel / multithreaded applications leveraging Microsoft TPL / windows threading
  • Experience interfacing DotNet managed code to unmanaged code
  • Experience developing user interfaces using DotNet Windows Forms
  • Experience developing user interfaces using WPF (lower priority)
  • Experience developing in layers emphasizing the separation of business logic from GUI display (MVC / MVVM a plus)
  • Experience using a variety of source configuration management tools and collaborating in multi developer team environments
  • Experience profiling software application performance
  • Experience with unit test frameworks
  • Data System Interface Skills
  • Experience setting up, managing and interfacing to databases from Windows applications
  • Experience using Windows Entity Framework (desired)
  • Experience interfacing to data systems via OPC, Ethernet IP, etc
  • Minimum Bachelors required
  • Masters degree highly desired
  • Minimum of 10 years is mandatory; 15+ years of current industry experience is highly desired
80

Financial Institution Software Support Resume Examples & Samples

  • Must be able to travel 20-25%
  • Credit Union accounting knowledge is highly preferred
  • Provides multi-level troubleshooting of hardware and software issues
  • Identifies and resolves application and service issues as well as general application questions
  • Monitors incoming Support cases. Makes calls and sends emails to resolve case in accordance with Service Level Standards (SLS)
81

Software Support Coordinator Resume Examples & Samples

  • Demonstrated ability to read, write, and communicate effectively to create and make presentations to team members at all levels, and to design and teach information systems training programs
  • Demonstrated proficiency in word processing, spreadsheet, internet, and database management programs in order to complete required reports, produce necessary communication materials, and use the internet for communication, research, and other business purposes
  • Demonstrated proficiency in property management software (preferably Yardi and Real Page), and other computer applications and software used by the Company sufficient to maintain, troubleshoot, provide instructions, and install as needed
  • Employment history that demonstrates the application and usage of an information systems or computer background sufficient to design and provide software systems educational information and training classes to team members and management
  • Proficiency in project management skills to create project plans, track and monitor progress, meet production and delivery deadlines, and oversee project implementation across multiple properties or geographic areas
  • Knowledge and experience in apartment community operation sufficient to understand the processes, procedures, and daily workflow relative to the use of computer applications and property management systems
82

Software Support Professional Resume Examples & Samples

  • Communicate with MAX customers to identify and resolve product issues
  • Verify and submit customer reported defects and enhancements
  • Document problem scenarios and resolutions in an internal/customer knowledge base
  • Help MAX customers with new installations, on-site assessments, troubleshooting technical issues, version upgrades and database conversions
  • You preferably have a Bachelor’s degree in Computer Applications and/or 1+ year software customer support experience
  • You are able to multi-task and handle complex matters with no supervision and with excellent follow up
  • You have excellent communication skills (verbal, written, and presentation) and an understanding of complex information systems
  • You are able to understand customer issues and clearly communicate solutions to customers with various levels of experience
  • You have expertise with Microsoft Operating systems, MS Office, and Microsoft SQL Server database
  • You are able to do some travel within North America when requested
  • You preferably have knowledge of ERP and manufacturing best practices
  • You preferably have programming experience in C#, VB.NET, HTML5, JavaScript, C++, and other web scripting languages
  • You preferably have experience with MAX product and/or Microsoft Dynamics Great Plains and/or Intuit QuickBooks software
  • Useful training sessions to help you achieve your full career potential
  • An innovative and international work environment
  • Paid time off (19 days in your first year plus 9 holidays)
  • A 401(K) retirement plan with match
  • The PerkSpot employee discount program
  • A free fitness center for employees
  • A work-from-home policy 1 day per week, a good work-life balance is important to us
  • A fun work environment: we have activities such as tournaments, wine & cheese tastings, team bowling competitions and ice cream socials
  • Comprehensive medical, dental and vision plans
  • A HSA-qualified medical plan option with sizable yearly contribution by Exact
  • Additional benefits include: Voluntary Life Insurance, Accident Insurance, Critical Illness coverage
  • Excellent Employee Assistance Program
  • Great opportunities to grow your skills, develop yourself and advance within the company
  • Basic Life Insurance and AD&D provided at no cost to you
  • Paid volunteer time off: contribute to your favorite cause without losing a payday
83

Software Support Assoc Resume Examples & Samples

  • The Software Support Technician is responsible for providing world-class service to our customers in an accurate, efficient, and professional manner
  • This position responds to routine and complex customer inquiries via the telephone, text, chat and e-mail. Primary focus is on providing assistance and basic trouble-shooting regarding service delivery, installation, outages, component level problems, and other technical issues
  • This position requires in-depth knowledge of each service offering and seasoned POS experience or other NCR Silver products
  • Due to complexity of issues and possible sources of problems, the position requires the technician to understand who their resources are, how to contact, and proper escalation paths. Interactions with customers must be well documented in the Case Management System
  • This position is responsible for answering phones/emails, efficiently working cases and resolving issues, escalating appropriate cases to fix customers problems in a timely manner, and following up on issues to ensure timely a resolution
  • Complexity Issues are growing in complexity by processing a combination of POS software and hardware issues
84

First Level Software Support Resume Examples & Samples

  • Assign an application, Contact, Account, priority and problem description to all new cases coming into the default Support queue
  • Learn Spotfire sufficiently to provide first level support for low level technical issues and customer service requests
  • Understand the problems reported by customers and reproduce locally to assist other support team members
  • Assist in documenting problems, solutions, and defects in the Support call tracking system and in the bug tracking system (Salesforce Service Cloud and JIRA)
  • Participate in side-projects aiming at improving usability, supportability and quality of the TIBCO Spotfire products
  • Assist in creating customer self-service content, e.g. in the form of knowledge base articles, community forum posts
  • Experience providing technical or customer support
  • Technical proficiency with Microsoft Office applications, CRM systems
  • Understanding data analysis and constructs of domain specific data
  • Spotfire experience is a big plus but not a requirement
85

Software Support Speclalist Resume Examples & Samples

  • The Billing Operations Expert will also provide maintenance for the billing components, including troubleshooting and root cause analysis for billing and invoicing incidents
  • Investigate and resolve complex billing disputes within designated timeframes
  • Be the liaison between Telco business people (Billing) and AMDOCS teams and systems
  • Contribute to the ongoing improvement of Managed Services best practices