Technical Solutions Representative Resume Samples

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TW
T Welch
Thora
Welch
44474 Satterfield Prairie
Chicago
IL
+1 (555) 111 1409
44474 Satterfield Prairie
Chicago
IL
Phone
p +1 (555) 111 1409
Experience Experience
Dallas, TX
Technical Solutions Representative
Dallas, TX
Considine, Wyman and Boyer
Dallas, TX
Technical Solutions Representative
  • Working knowledge of current PC operating systems, and common types of software including those used for connected devices
  • Begin to partner with and assist the Sales Pursuit team
  • Working independently while using standard protocol to respond to more complex customer issues
  • Work is regularly reviewed by Supervisor or Team Lead
  • Create "How To" videos to aid technicians in the support process
  • Create "how to" videos to aid technicians in the support process
  • Log all call activity into the Call Management System and share information in the knowledge base for both internal and external customers
Phoenix, AZ
Print Technical Solutions Representative
Phoenix, AZ
Bruen-Purdy
Phoenix, AZ
Print Technical Solutions Representative
  • May act as a mentor to lower level employee working on similar hardware and software
  • Proactively assist customers to avoid or reduce problem occurrence. Participates in projects for process or quality improvements
  • Respond to service, product, technical, and customer-relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (for example warranty, enterprise)
  • See description above successfully resolve moderate to more difficult technical issues (related to hardware and software) from incoming customer contacts and proactive notification systems
  • Participates in projects for process or quality improvements
  • May act as a mentor and may provide some lead support to other non-exempt employees
  • Participates in projects and provides resolution and feedback based on analysis
present
Boston, MA
Technical Solutions Representative / Lead
Boston, MA
Schultz, Schuppe and Bayer
present
Boston, MA
Technical Solutions Representative / Lead
present
  • Proactively assist customers to avoid or reduce problem occurrence. ' Participates in projects for process or quality improvements
  • Create "how to" videos to assist technicians in the troubleshooting process
  • Proactively assist customers to avoid or reduce problem occurrence
  • Working remotely via telephone, email, e-chat, etc. to respond to first level technical issues
  • Working from a standard protocol, utilizing a documented process to respond to customer issues
  • Billing and account management
  • Log all call activity into the Call management system and share information in the knowledge base for both internal and external customers
Education Education
Associate’s Degree in Electronics
Associate’s Degree in Electronics
Quinnipiac University
Associate’s Degree in Electronics
Skills Skills
  • Knowledge, experience and updating Knowledge Management systems
  • Ability to troubleshoot, analyze, and resolve customer issues using available tools and resources
  • Knowledge of Knowledge Management Systems and appropriate documentation to the system
  • Knowledgeable in call routing and case management processes as well as case logging systems and obligation systems
  • Knowledge and experience using Knowledge Management systems
  • Computer proficiency with applicable software applications (for example Microsoft Office, CAD, Adobe Suite, programming)
  • Computer proficiency with applicable software applications (for example Microsoft Office, CAD, Adobe Suite, programming
  • Excellent verbal and written communication skills and the ability to make decisions independently
  • Ability to follow policies and procedures to respond to customer inquiries or escalate as appropriate
  • Utilize customer satisfaction survey tools available, analyze results and report CSR performance
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1 Technical Solutions Representative resume templates

1

Technical Solutions Representative Resume Examples & Samples

  • Experience in customer facing role, remote support, telephone, e-support, e-chat or similar
  • Has recognized technical skill in PC's and Notebooks
  • Confident telephone manner
  • Fluent in English language with excellent oral and written skill sets
  • Communicating with major account customers in a 24/7 environment
  • Proficiency in Office Technology
  • Willingness to participate in non-standard working-time models (e.g. shift, call availability, etc.)
  • Accuracy
2

Technical Solutions Representative Resume Examples & Samples

  • Completion of Secondary/High School or above
  • Completion of formal technical training (3+ years)
  • Professional experience in technical areas
  • Product-oriented certificates (e.g. MCSE)
  • Broad technology knowledge (Operating systems, Hardware)
  • Willingness to participate in non-standard working-time models (e.g. shift, call availability, etc...)
  • Clear communication skills
3

Technical Solutions Representative Resume Examples & Samples

  • Experience in customer facing role, remote support, telephone support, resolve problems sufficiently through verbal description via telephone or e-support
  • Experience in customer facing role, technical remote support, telephone support, resolve complex technical problems sufficiently through verbal description via telephone or e-support
  • Can confidently diagnose problems to hardware or software component level
  • Has ability to train team members regarding existing and new technologies in lab environment
  • Collaborates closely with coworkers on resolving issues and helps reproduce issues in lab environment
  • Knowledge, experience and updating Knowledge Management systems
  • Participates in projects and provides resolution and feedback based on analysis
  • May act as a mentor and may provide some lead support to other employees
  • Respond to service, product, technical, and customer-relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (warranty through mission critical)
  • Proactively assist customers to avoid or reduce problem occurrence
4

Technical Solutions Representative Resume Examples & Samples

  • Act quickly to resolve customer issues
  • Identify and relate to user’s different skill levels, and respond appropriately
  • Explain technical terms, issues, and processes clearly over the phone
  • Perform logical troubleshooting – ask appropriate questions to get a comprehensive description of the problem, logically check possible causes and identify actual root issue, efficiently research issues and resolutions, implement appropriate resolution
  • Provide detailed case logging, showing good writing skills. Case notes must be clear and comprehensive
  • Must have at least 1 year of successful experience in a contact center environment
  • Must be able to work a flexible schedule within a 24x7x365 operation
  • Working knowledge of current PC operating systems, and common types of software including those used for connected devices
  • Familiar with basic Internet concepts (i.e. DHCP, NAT, Port Forwarding)
  • Advanced understanding of networking, including wireless
  • A+ Certification or equivalent knowledge is a plus
  • Articulate in oral and written communication
  • Must be able to successfully lead a customer through troubleshooting/resolution steps over the phone, without visual cues
  • Able to handle and retain regular updates and changes to policies, procedures, etc
  • Demonstrated flexibility and ability to deal with ambiguity
  • Demonstrated ability to handle sensitive/confidential information
  • Demonstrated problem solving and decision making in pressure situations
5

Technical Solutions Representative Resume Examples & Samples

  • Typically requires 3-5 years general experience, or equivalent combination of experience and college level education
  • Experience in customer facing role, remote support, telephone, esupport, e-chat or similar
  • Computer proficiency with applicable software applications (for example Microsoft Office, CAD, Adobe Suite, programming
6

Technical Solutions Representative Resume Examples & Samples

  • Superior skills in both written and verbal communication
  • Experience in a phone based remote role, esupport, e-chat or similar
  • Familiarity with computer technology
  • Knowledge of Knowledge Management Systems and appropriate documentation to the system
7

Technical Solutions Representative Resume Examples & Samples

  • High school diploma or equivalent; college degree preferred
  • Degree, training or experience in the IT industry preferred
  • Previous automotive experience in customer service, dealer systems, or dealer operations preferred
  • Technical aptitude/computer literacy, including familiarity with Windows, Office applications, and Internet browsers, as well as basic computer terminology
  • Ability to use telephone and computer systems to respond to customer inquiries
  • English language proficiency; Spanish or Québécois French desired
  • Ability to work different shift schedules
  • Ability to troubleshoot, analyze, and resolve customer issues using available tools and resources
  • Ability to follow policies and procedures to respond to customer inquiries or escalate as appropriate
  • Ability to interact effectively with customers, peers, and leaders
  • Ability to meet or exceed all established performance metrics
  • Effective listening skills
  • Passion for customer service
  • Professional verbal and written communications
  • Decision-making and problem-solving skills
  • Ability to multitask and demonstrate time management skills
  • Ability to function as part of a team working toward common goals
  • Flexibility to learn and adapt to process and procedure changes
  • High levels of accuracy and reliability
  • Ability to work independently in a fast-paced environment
  • Self-motivation and organization
  • Ability to handle difficult situations and overcome objections
8

Technical Solutions Representative Resume Examples & Samples

  • Up to 6 months of prior general experience, or equivalent college level Education, required
  • Articulate in standard written and verbal communication skills
  • Demonstrated basic experience in customer facing role either remote or face to face
  • Computer proficiency with applicable software applications (for example Microsoft Office, CAD, Adobe Suite, programming)
  • Demonstrated knowledge of problem solving skills
  • Excellent fluency in language to be supported. (English, Spanish, French)
  • Demonstrated basic experience in a phone based remote role
9

Technical Solutions Representative Resume Examples & Samples

  • AME (America)
  • UK&I (United Kingdom & Ireland)
  • RSA (Republic of South Africa)
  • INDIA
  • SEA/SPR (Malaysia, Philippines, Singapore, Australia, New Zealand)
  • Experience in a phone based remote role, e-support or e-chat
10

Technical Solutions Representative Resume Examples & Samples

  • High school education or Equivalent
  • To adequately perform the duties of the job individuals must possess a minimum of 6 months to 1 year general experience, or equivalent college level education
  • Articulate in excellent written and verbal communication skills
  • Experience in a phone based remote role, esupport, e-chat, or similar
11

Technical Solutions Representative Resume Examples & Samples

  • Bachelor certification
  • Experience in phone based customer facing role remotely
  • Printer hardware knowledge essential
  • Printer software knowledge desirable
  • Accuracy in data entry – high attention to detail
  • Familiarity with computer and printer technology
  • Working experience with providing call service to internal or external customer is preferred
12

Technical Solutions Representative Resume Examples & Samples

  • Working independently while using standard protocol when needed to respond to customer issues
  • Moderate judgment is used to supplement the outlined process
  • Ssuccessfully resolve moderate to more difficult technical issues (related to hardware and software) from incoming customer contacts and proactive notification systems
  • Participates in projects for process or quality improvements
13

Technical Solutions Representative Resume Examples & Samples

  • Working from a standard protocol, utilizing a documented process to respond to customer issues
  • Successfully resolve simple technical issues (related to hardware and software) from incoming customer contacts and proactive notification systems
  • Working remotely via telephone, email, e-chat, etc. to respond to first level technical issues
  • Respond to service, product, technical, and customer- relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (for example warranty)
  • Work is regularly reviewed by Supervisor or Team Lead
  • High school education or equivalent. Up to 6 months of prior general experience, or equivalent college level Education, required
  • Excellent fluency in language to be supported. (English, Spanish, French,
14

Technical Solutions Representative Resume Examples & Samples

  • Provide second-level phone and web based support to both customer-facing field technicians and Canon resellers who are diagnosing problems with and repairing Canon digital copiers' hardware
  • Troubleshoot problems and recommend solutions using technical expertise, reference data contained in the Canon documented resources and re-creating difficult problems in a lab environment
  • Log all call activity into the Call management system and share information in the knowledge base for both internal and external customers
  • Create "How To" videos to aid technicians in the support process
  • Two years demonstrated technical proficiency within the imaging industry is required
  • Some Proficiency in the technical troubleshooting and repair of Canon digital products preferred
  • Must have a basic understanding of computer platforms and the ability to flash hardware, update system software and load print drivers
  • An Associate's degree in Electronics is required or equivalent training in military or trade school
15

Lead Technical Solutions Representative Resume Examples & Samples

  • Six years or more of demonstrated technical proficiency within the imaging industry
  • Four or more years demonstrated advanced proficiency in the technical troubleshooting and repair of Canon digital products is required
  • Must have working knowledge of computer platforms and the ability to flash hardware, update system software, load print drivers and configure device connectivity
  • An Associate's degree in Electronics is required. Bachelors degree preferred
  • Canon ATSP Certification required
  • The position may require some light travel
16

Technical Solutions Representative Resume Examples & Samples

  • You will provide second-level phone and web based support to both customer-facing field technicians and Canon resellers who are diagnosing problems with and repairing Canon copiers' hardware
  • Troubleshoot problems and recommend solutions using technical expertise, re-creating difficult problems in a lab environment and reference data contained in Canon documented resources
  • Log all call activity into the Call Management System and share information in the knowledge base for both internal and external customers
  • Create "how to" videos to assist technicians in the troubleshooting process
  • Four years demonstrated technical proficiency within the imaging industry
  • Two or more years demonstrated proficiency in the technical troubleshooting and repair of Canon digital products is required
  • Must have working knowledge of computer platforms and the ability to flash hardware, update system software and load print drivers in area of primary specialization, along with complete working knowledge of all Canon digital products in primary area of responsibility
  • Completion of Network+ Certification, OR Completion of an approved vendor Training or certification
17

Technical Solutions Representative Resume Examples & Samples

  • Working more independently and from a standard protocol to respond to customer issues
  • Moderate judgment may be used to supplement the outlined process
  • Successfully resolve moderate technical issues (related to hardware and software) from incoming customer contacts and proactive notification systems
  • Respond to service, product, technical, and customer-relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (for example warranty through enterprise)
  • Work is reviewed periodically by Supervisor or Team Lead
  • Excellent fluency in language to be supported. French
18

Technical Solutions Representative Resume Examples & Samples

  • Customer support service center consists of the Customer Service Support and sales team offering customer service, sales and technical support to a wide variety of countries
  • The Customer Support service operates 24 hours
  • The aim of the call center is to deliver high quality technical support via phone, email or chat to our customers who use or would like to use our software applications
  • The Technical Solutions Representative will receive all English language customer concerns and issues and provide superior Customer Service and / or Technical Assistance to customers by e-mail, chat and phone
  • The Technical Solutions Representative is asked to concentrate on only one or the other support channel. The must be able to work in all three support channels (e-mail, hat and phone) at any given time and at the request of their superior
  • The Technical Solutions Representative is responsible for and has access to all resources available to provide a resolution to a customer’s problem
  • Minimum education of 2nd year college graduate
  • Fresh Graduates with excellent communication skills in English
  • Minimum of 1 year customer service experience, preferably in call center
  • Experienced online/sales agents-soft sales, upselling, customer/client subrcription management
19

Technical Solutions Representative Resume Examples & Samples

  • Successfully resolve technical issues (hardware and software) from incoming internal or external businesses and end user's contacts and proactive notification systems
  • Respond to service, product, technical, and customer- relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (warranty through mission-critical)
  • Resolve incoming internal or external businesses and end user's problems via telephone and e-support
  • Articulate both in writing and verbally case summary, resolution and add to Knowledge Management System (KMS)
  • Represent HP in a face to face customer location visit, industry conference/trade show, vendor meeting, etc
  • Engages team members for support as required to ensure internal or external business and end user SLA demands are met
  • Begin to partner with and assist the Sales Pursuit team
  • 1 year experience in relevant technologies and customer support environments
  • Relevant industry qualification/certifications highly desired
  • Software and hardware knowledge of computing, storage and peripheral devices
  • Advanced proficiency with case management databases and tools
  • Phone and remote support experience. E-support experience
20

Print Technical Solutions Representative Resume Examples & Samples

  • Working independently while using standard protocol when needed to respond to customer issues. Moderate judgment is used to supplement the outlined process
  • Respond to service, product, technical, and customer-relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (for example warranty, enterprise)
  • Proactively assist customers to avoid or reduce problem occurrence. Participates in projects for process or quality improvements
  • Typically requires 3- 5 years general experience, or equivalent combination of Experience and college level education
  • Experience in customer remote support, telephone, e- support, e-chat or similar
  • Good technical skill in the range of products supported within relevant product lines; for example Laserjets, Officejets etc
  • Collaborates with CC on resolving issues
21

Technical Solutions Representative Resume Examples & Samples

  • Demonstrated skills in problem analysis, customer relations, organizational abilities, telephone etiquette, and in effective working relationships with other service/support groups
  • Demonstrates the ability to solve common problems and to provide immediate solutions
  • Associate’s degree or above in technical area or a minimum of eighteen months experience in technical related field
  • One (1) year experience in a technical service-related field preferred
  • Language requirements are defined by Geography
  • Software Product Family positions will require working knowledge of SQL, Citrix, Windows, networking…
  • Require demonstrated aptitude for logic and screen human harmony
22

Technical Solutions Representative Resume Examples & Samples

  • Working independently while using standard protocol to respond to more complex customer issues
  • Successfully resolve more difficult technical issues (related to hardware and software) from incoming customer contacts and proactive notification systems
  • Respond to service, product, technical, and customer-relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (warranty through mission- critical)
  • May act as a mentor and may provide some lead support to other non-exempt employees
  • High school education or equivalent; some college level education Preferred. Typically requires a minimum of 5+ years general experience, or equivalent combination of experience and college level education
  • Has ability to train team members regarding existing and new technologies (NPI) in all relevant product lines Collaborates closely with CC on resolving issues and helps reproduce issues in lab environment
23

Technical Solutions Representative / Lead Resume Examples & Samples

  • Observe and evaluate calls, using a standard evaluation form, by auditing calls in progress or recordings
  • Provide recommendations to the Quality Manager regarding process improvements to improve the quality of service to include information on impact to the business and speed of resolution
  • Collaborate with and assist supervisors in developing and implementing quality improvement programs
  • Provide training and coaching to CSRs on key areas for improvement
  • Evaluate performance as it aligns with customer service level metrics and report on CSR effectiveness
  • Identify trends that may require training in specific products or processes
  • Coordinate across the enterprise with third party vendor to ensure consistency in evaluations
  • Attend calibration sessions with management, third party vendors and others as needed
  • Utilize the customer satisfaction survey tools available, analyse results and report CSR performance
  • Meet or exceed the target number of evaluations on a weekly basics
  • Extensive Knowledge of call center best practices and customer service quality practices, telephone skills, customer service and quality technical support
  • Demonstrated communication skills that require coaching, listening, interpreting, clarifying and confirming results with management, staff and external vendors
  • Working Knowledge of MS Office® tools
  • Bilingual skills in Spanish/English, preferred
24

Technical Solutions Representative Resume Examples & Samples

  • Extensive experience with desktop hardware, software applications, operating systems and network connectivity
  • Expert technology problem solver
  • Proficiency in Windows operating systems and software
  • Proficient with PC hardware and with Mobile Devices
25

Technical Solutions Representative Resume Examples & Samples

  • Analytical and resourceful problem-solving skills
  • Ability to research the facts and analyze the situation before making a decision
  • Confidence in making and committing to a decision
  • Ability to prioritize and manage multiple tasks to completion, in a timely manner
  • Proper telephone etiquette
  • Aptitude for learning and recalling details
  • Computer literacy, technical aptitude and familiarity with basic office software systems
  • Ability to work independently and in a team setting
  • Flexibility to work different shifts with the possibility of overtime, when needed
  • Effective listening skills and outstanding verbal communication skills
26

Technical Solutions Representative Resume Examples & Samples

  • Observe and evaluate calls, using a standard evaluation form, by auditing calls in progress, or recordings
  • Extensive Knowledge of call center best practices and customer service quality practices
  • Extensive Knowledge of telephone skills, customer service, and quality technical support
  • Bilingual in Spanish/English preferred
27

Technical Solutions Representative Resume Examples & Samples

  • Observe and evaluate calls, using a standard evaluation form by auditing calls in progress or recordings
  • Provide formal and informal feedback to CSRs, managers and supervisors on observed performance quality
  • Identify trends that may require training in specific products or processes. Coordinate across the enterprise with third party vendor to ensure consistency in evaluations
  • Utilize customer satisfaction survey tools available, analyze results and report CSR performance
  • Extensive Knowledge of telephone skills, customer service and quality technical support. Demonstrated communication skills that require coaching, listening, interpreting, clarifying and confirming results with management, staff and external vendors
  • Bilingual in Spanish/English, preferred
28

Technical Solutions Representative Resume Examples & Samples

  • Act quickly to resolve customer issues in a way that retains trust and maintains delight with HPE-ES and Google Fiber
  • Relate to users of different skill levels – quickly identify the caller’s technical proficiency and respond appropriately
  • Follow a five step process to perform logical troubleshooting by asking appropriate questions to get a comprehensive description of the problem, logically check possible causes and identify actual root issue, efficiently research issues and resolutions, implement appropriate resolution
  • Respond empathetically and professionally to customers – understand their concerns and address them calmly, understand and explain all available options. Be assertive but polite when explaining potential service limitations
  • Provide detailed case logging with professional written communication skills. Case notes must be clear and comprehensive
  • Show initiative in learning new products and technologies without formal training; keep up with technology trends
  • Associate's or Bachelor's degree in Computer Science/Technology, or IT related field
  • Working knowledge and or proficiency in trouble shooting and working with Ethernet networks, TCP/IP connections, routing protocols, Wi-Fi, VOIP Codec’s and HFC networks
  • Familiarity maintaining and troubleshooting computers and network related technologies including Apple and Windows based operating systems, TCP/ IP, DNS, hardware and software firewalls, routers and unified threat management solutions, and 802.11B/G/N Wi-Fi technologies