Client Tech Support Resume Samples

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J Feil

Janis

Feil

7987 Brenden Station

Phoenix

+1 (555) 125 6384

7987 Brenden Station

Phoenix

Phone

p +1 (555) 125 6384

Experience Experience

San Francisco, CA

Client Tech Support

San Francisco, CA

Bartoletti, Jast and Gaylord

San Francisco, CA

Client Tech Support

Creates case logs, record information, establish resolution time, follow up on issues, and escalate complex issues
Works in a team environment and assist team members on various issues
Assist on multiple business initiatives and assignments; to positively impact identified team based areas of opportunities
Assesses issues and establish a course of action to guide the client/associate to timely resolution of inquiry
Works effectively and efficiently under time constraints and high stress/pressure environments
Practically applies knowledge of CDK case resolution process, policies, and escalation methodology
Works in an environment with competing priorities

Boston, MA

Lead Spec, Client Tech Support

Boston, MA

Runte, Keeling and Satterfield

Boston, MA

Lead Spec, Client Tech Support

Ensure service provided by the CTL is consistent across the network
Ensure service provided by the QL is consistent across the network
Manage your time effectively to allow for capture work, training, customer calls and new case assignments to facilitate prompt resolution
Manage your time effectively to allow for scrub analysis, agent coaching and escalation management
Work effectively as a team player by supporting others
Fostering and maintaining working relationship with analysts
Willingness to work in shifts

present

Detroit, MI

Senior Spec, Client Tech Support

Detroit, MI

Baumbach Group

present

Detroit, MI

Senior Spec, Client Tech Support

present

Provide performance feedback to management
Proactively manage the individual metrics including Service Level, TAT, Open Incidents, Average Time to Close, case management
Develops and applies specialized knowledge within own discipline
Responsible for providing intelligent analysis on escalations business to senior management
Assists program or process development and implementation
Provide technical guidance in activities associated with identifying, prioritizing and resolving problems by telephone and e-mail
Screen, refer, and diagnose internal inquiries and work requests relating to retail customer issues

Education Education

Undergraduate Degree in Related System Engineering Fields

Ashford University

Undergraduate Degree in Related System Engineering Fields

Skills Skills

Practically applies knowledge of CDK case resolution process, policies, and escalation methodology
Receives inbound client/associate inquiries via phone, web chat, e-mail, and online ticket
Assesses issues and establish a course of action to guide the client/associate to timely resolution of inquiry
Troubleshoots problems with malfunctioning software applications and recommends corrective action
Directs and guides clients through resolution of technical issues
Submits requests for product changes and other custom programming updates
Creates case logs, record information, establish resolution time, follow up on issues, and escalate complex issues
Provides customer service and remote support services and applies problem solving skills
Works in a team environment and assist team members on various issues
Provides other ad hoc support and duties as assigned

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Client Tech Support Rep, Professional Resume Examples & Samples

2+ years of experience in a customer service, technical support or account management role
Experience implementing, configuring, monitoring and restoring Unix/Linux servers
Experience or Knowledge in Oracle databases management and support
Experience or Knowledge of SQL Statements as a data management, analysis and reporting tool
Experience with matrix management of cross-functional processes and teamsBanking industry knowledge
Experience or Knowlolege in server monitoring

Client Tech Support Resume Examples & Samples

Assesses issues and establish a course of action to guide the client/associate to timely resolution of inquiry
Troubleshoots problems with malfunctioning software applications and recommends corrective action
Provides customer service and remote support services and applies problem solving skills
Works in a team environment and assist team members on various issues
Provides other ad hoc support and duties as assigned
Works in an environment with competing priorities
Bi-lingual in French and/or Spanish required
Associates/Bachelors preferred or equivelant experience
Knowledge of Microsoft O/S and PC hardware, Microsoft Printing, Active X controls, and Mobile devices (Smartphones/iPads)
Knowledge of Unix / Linux / SQL

Client Tech Support Rep Resume Examples & Samples

Ability to spend majority of the day engaged in telephone discussion with customers
An understanding of basic helpdesk knowledge very helpful
Experience delivering customer service to both B2B and B2C customers ideal

Senior Spec, Client Tech Support Resume Examples & Samples

Work location is Xiamen
English proficiency ( CET-4)
Familiar with software reporting tools esp. PowerPoint, Excel...etc

Senior Spec, Client Tech Support Resume Examples & Samples

Provide technical guidance in activities associated with identifying, prioritizing and resolving problems by telephone and e-mail
Screen, refer, and diagnose internal inquiries and work requests relating to retail customer issues
Act as regional escalation point of contact for retail customers
Provide support and approval for retail DOA case
Interlock with Logistics, Customer Care, and Finance departments to ensure the speedy resolution of refunds
Conduct training calls with new channel partners and Sales POCs
Daily handling of retail cases through Moxie and Fusion while maintaining the SLA for those tools
Responsible for the communication between the 1DD and the reseller to resolve refund cases which involve the channel partners
Up to two years’ experience that shows good knowledge of Microsoft Operating Systems and applications
Fluency in English and Spanish
Excellent escalation handling skills

Client Tech Support Intern Resume Examples & Samples

Minimum 2 years of associated job/project/classroom experience
Detailed analytical abilities
Data mining - collecting and formatting data, creating reports and visual summaries
Practical application ability with Microsoft Office Suite (Excel, Visio, Pivot Table, Flow Chart, Relationship Diagram)
High ability to multi task and manage multiple projects
Strong critical thinking / problem resolution and follow up skills
Ability to interface with all levels of associates and managers
An understanding of financial industry and online banking products helpful

Lead Spec, Client Tech Support Resume Examples & Samples

Leads overall technical implementation for large and complex customer break/fix issues
Analyze daily data to identify emerging support, product, or compatibility problems and close loop to the respective functional areas
Remain knowledgeable of Dell's product line desktops, laptops, portables, peripherals (e.g., printers, projectors, etc.) and software, current industry products and technologies

Senior Spec, Client Tech Support Resume Examples & Samples

Responsible for providing intelligent analysis on escalations business to senior management
Strong background in Dell processes, procedures and tools. Includes strong background with REC & HCRT Teams
Exceptional technical skills (Client platforms, networking, wireless, etc.)
Exceptional Excel skills (Pivot Tables; Excel Functions; VBA)
Exceptional Publisher & PPT skills
Self-motivated, self-starter able to deal with lots of ambiguity, change, and minimal direction self-starter
Proven track record of exhibiting a positive attitude during times of internal changes and restructuring
Ability to work under pressure or deadlines with a heavy, complex case load
Uncompromising Customer Experience focus

Client Tech Support Senior Assoc Resume Examples & Samples

Undergraduate degree with 2+ years relevant experience with Project Management and Video
Excellent communication skills. Fluent verbal and written English and Chinese language required
Strong facilitation and communication skills. Global project experience preferred
Microsoft Office skills: Word, Excel, PowerPoint
Experience with social media platforms is required (personal or professional), understanding ecommerce is required

Client Tech Support Engineering, Professional Resume Examples & Samples

Provide systems availability monitoring and reporting
Provide systems diagnostics monitoring and reporting
Perform incident capture, verification, diagnostics and escalations
Create tickets according to SOPs
Perform Level I designated first call resolution
Maintain knowledgebase documentation
Follow defined escalation process to escalate issues to higher levels
Timely notification of personnel call-outs
Performs administrative and other duties as assigned
Entry level IT experience
Experience with system monitoring applications
Experience with Microsoft server products
Experience with incident management system
Previous experience in a customer service orientated position preferred
Basic knowledge of PC and Server Hardware
Self-driven with the ability to successfully work and promote inclusiveness in small groups
Ability to follow defined standard operating procedures

Senior Spec, Client Tech Support Resume Examples & Samples

· Analyze customer mention on social media platforms in Spanish and Portuguese and report insights
· Insights to be presented at department level
· Natural Language processing abilities ( build keywords, variations, syntaxes )
· Build predictive models based on historical data set
· Build early warning system for Dell products and services based on sentiment and volume analysis
· Research which websites need to be included in analysis based on google analytics
· Coordinate with content team to develop content for top issues
· Lead key projects based on work streams formed ( internal to Dell )
· Ability to program / build rules engine for automation ( basic programming skills )

Client Tech Support Resume Examples & Samples

Advanced knowledge on hardware and software troubleshooting on desktop, portables and workstations
Advanced professional verbal and written communication skills, with external customers and within the company
Advanced research, analytical reasoning and troubleshooting skills
Advanced organizational and time management skills

Lead Spec, Client Tech Support Resume Examples & Samples

Actively listen to customer needs, and strive to resolve technical issues quickly, without sacrificing accuracy
Confirm hardware failure before dispatching through complete and accurate troubleshooting, utilizing available tools - internal & external knowledge bases
Act as a liaison to IPS and engage all parties/resources necessary to reach a resolution appropriate for the customer
Demonstrate effective and positive verbal/written communication skills with co-workers and customers by clearly and concisely expressing ideas
Exhibit flexibility, adaptability to change, and willingness to accept feedback
Maintain a positive attitude throughout all adversity
Work effectively as a team player by supporting others
Ensure service provided by the CTL is consistent across the network
Maintain SME level expertise in High Complexity issue resolution
Strong technical knowledge in areas covered by CTL in High Complexity issues
Sharing of technical knowledge
Identifying gaps & Improving business processes
Superior communication skills (written \ verbal)
Quick learner with willingness to adapt/learn

Lead Spec, Client Tech Support Resume Examples & Samples

Be the first line of resource and escalation for itsbroke analyst team members
Drive and resolve complex problems that impact North America Client Upsell and Enterprise tech support from efficiently and effectively helping customers
Engage and drive a plan and forward momentum related to escalated issues and provide updates to leaders
Support the ongoing evolution of the itsbroke team
Review and analyze data to identify submission trends, increase issue awareness, and root cause complex issues
Frontline Client Upsell or Enterprise tech support experience
Works effectively under time constraints and high ticket volume
Advance knowledge of Dell Tech Support oriented tools (Delta, Educate, SMPD, Turbo Tech, Moxie, etc.)
Advanced professional verbal and written communication skills, with internal customers and within the company

Senior Spec Client Tech Support Resume Examples & Samples

Focuses on passionate delivery of a positive and rewarding customer experience according to Dell standards
Maintain constant communication to educate team members and support customers within procedural guidelines to ensure a complete solution to their inquiries
Obtain, distribute and perform analysis of trends and design solutions to improve performance (e.g., case management productivity, cost effectiveness, customer satisfaction, etc.)
Track daily the progress of assigned teams performance and offer strategies for improvement
Deliver presentations to management on overall organization & team results, actions and strategies
Stays up to date on new product technology offerings, date knowledge of the industry as well as the competitive posture of the company
Ensure high level technical expertise on new releases, upgraded products, policies and procedures, from front-line representatives through training and certification matrix driving
Proactively document and update known issues and common inquiries into support solutions databases for diagnostics and solutions implementation
Escalates and follow-up on more complex customer technical issues owned by senior level support
Undergraduate degree in related system engineering fields and 3+ years relevant technical support experience
2+ years of proven experience providing support to teams of at least 10+ people
Proven leadership, effective coaching, training delivery and team building skills
Advanced organizational and time management skills; to drive and deliver key business results and department milestones
Intermediate/Advance English level - verbal and written

Lead Spec, Client Tech Support Resume Examples & Samples

Degree in Computer Science / IT related discipline with at least 3-5 year related working experience
Speak, read and write proficiently in English. Added language skills will be an advantage
Exposure & knowledge to the following systems technologies
LAN with Ethernet/802.3 network like 10/100/1000baseT and Token Ring or fiber optics (an added advantage)
TCPIP, Netbios and other protocols

Lead Spec, Client Tech Support Resume Examples & Samples

Analyze customer mention on social media platforms in Chinese & Korean or Japanese and report insights
Insights to be presented at department level
Natural Language processing abilities ( build keywords, variations, syntaxes )
Build predictive models based on historical data set
Build early warning system for Dell products and services based on sentiment and volume analysis
Research which websites need to be included in analysis based on google analytics
Coordinate with content team to develop content for top issues
Lead key projects based on work streams formed ( internal to Dell )
Ability to program / build rules engine for automation ( basic programming skills )
Customer Handling Skills (Tech, Care & Marketing)
Ability in moderating forums
Good written & verbal communication skills
Basic to intermediate analytical skills -
Good knowledge on Excel,
Knowledge of Social Media platforms and forums
Multiple language skills preferred
Ability to analyze complex / abstract data and build crisp insights
Program / Project management knowledge is preferred

Spec, Client Tech Support Resume Examples & Samples

Provides an advanced level of diagnosing, troubleshooting and resolution for complex system hardware and software related issues, using Dell policies and procedures to determine a course of action
Stays up to date on new product technology offerings, date knowledge of the industry as well as the competitive posture of the company; by successfully maintaining on-going technical education & development
Acts as a technical resource to provide Total Solutions pricing information and quotes; whenever is required by the customer
Assist on multiple business initiatives and assignments; to positively impact identified team based areas of opportunities
As part of this role, you will also obtain recurrent training on networking related fields and may apply for Technical Industrial Certifications, such as CompTIA, Microsoft

Client Tech Support Spec Resume Examples & Samples

Providing technical resolutions to external Dell Commercial Customers; including end-users and corporate IT staff, from Latin America and The Caribbean region; experiencing problems with Dell Desktop, Precision Workstations and Portable systems purchased with a ProSupport contract
Works with the customer via phone, chat and email; to provide resolution for problems that are moderately complex in nature, where considerable judgment and initiative is required in making recommendations
Intermediate English level - verbal and written
Native Spanish Speaker

Lead Spec, Client Tech Support Resume Examples & Samples

Actively listen to customer/agent needs, and strive to resolve issues quickly, without sacrificing accuracy
Ensure a positive Customer Experience by doing things right the first time
Manage your time effectively to allow for scrub analysis, agent coaching and escalation management
Maintain SME level expertise in business metrics
Strong Technical knowledge
Understanding of business metrics and objectives
Strong coaching and training skills
Enhancing relationship with supporting department

Senior Spec, Client Tech Support Resume Examples & Samples

Responsible for assisting in the management of low risk projects, the execution of standard of standard project plan, maintaining project quality and focus as directed
Works under the direction of Sr. Leadership
Performs Services based on level 1 services of a short term nature, primarily in a single practice
Ensures the successful completion of required deliverables/milestones and system based project closure
Understands the importance of customer satisfaction and acts accordingly
Point of contact for project schedule
Provide performance feedback to management
Basic ability to work independently
Basic relational skills (customers and partners)
Basic negotiation skills
BCRP
Recruiting assistance
Community Involvement
Scheduling/Shift Bid
CCO communication
L2 support
Distro Lists
Discipline tracker
New hire onboarding
Qfiniti Administration

Spec, Client Tech Support Resume Examples & Samples

Timely identification of a potential problem with expectation that you will be able to escalate before broad
Should be technically very sound and knowledge about Care Process will beneficial
Undergraduates with at least 12 months of international call center / 24 months of domestic call center or any other work experience – full time experience
Strong understanding of Dell’s various products including Desktop, Portables, Printer and Care related Issues
Must be able to adapt to various shift timings
In depth awareness about Dell and its related products
Able to multi-task to manage both tactical and strategic work streams relating to area of responsibility

Client Tech Support Representative Resume Examples & Samples

Provide advanced troubleshooting of various Open Solutions applications
Accurately assesses the client’s product issues or problems. Asks the client thoughtful and detailed questions and carefully listens to the user’s response to fully comprehend the need, product issue and quickly and accurately resolve the client’s need
Research client’s problems and issues to increase personal knowledge of Open Solutions products. Must keep skill set up to date on new products and releases by reading and researching advancements in Open Solutions products
May be required to go on-site to work directly with clients. Must possess exceptional communication skills and be able to effectively communicate technical issues into general terms
Perform advanced research and testing in order to analyze issues/defects and complete required documentation in order to escalate cases to the Open Solutions Development team
Minimum of five years of experience in the information technology field (i.e, application support, helpdesk support or technical support). Preferably in the Financial software industry
Ability to work extended hours when needed. After hours on-call duty, and extended weekly working hours may be required
Must possess world class customer service skills and be willing to go above and beyond client expectations
Proven history of exceptional teamwork and interpersonal skills
Ability to work on complex technical issues
General knowledge of the Banking/Credit Union Industry preferred
Prior use of Open Solutions products a plus
Software technical support experience preferred
Expected to document processes and be prepared to cross train co-workers and provide training sessions to clients
Ability to install, configure and troubleshoot client/server software applications
Ability to configure and troubleshoot the following items a plus:◦

Spec, Client Tech Support Resume Examples & Samples

Identify issues, investigate root causes and recommend solutions to reported problems
Screen, refer, and diagnose internal inquiries and work requests relating to retail customer issues in general and DOA cases specifically
Act as regional escalation point of contact for retail customers seeking DOA support
Provide support and approval for retail DOA cases
Interlock with Logistics, Customer Care, and Finance departments to ensure the speedy resolution of refunds due to reported DOA units
Responsible for the communication between the 1DD/retail/reseller DOA refund cases

Spec, Client Tech Support Resume Examples & Samples

Systems management (an added advantage)
Structure cabling systems
MS Windows 7, Win 2000, XP, Vista or NetWare operating systems

Client Tech Support Rep, Professional Resume Examples & Samples

3+ years of experience in a customer service, technical support role
Microsoft Office package knowledge
Windows Server experience
Strong Customer Service skills
SQL/Oracle queries writing, understanding
Experience in self-managed positions highly desirable
Jboss, Weblogic, Apache Tomcat experience nice to have
Teamwork player
Self starter, quick learner and proactive
Up to 20% only if needed
Preferred Qualifications:(Optional)
Systems engineering student
Banking experience
Strong Troubleshooting experience
Customer Support background
US Visa and ability to travel

Senior Specialist, Client Tech Support Resume Examples & Samples

Provides second-level technical support on basic operational or maintenance of personal computers and /or peripherals using documented procedures and available tools
Guides customer technical support rep's troubleshooting efforts to identify products that are defective and direct in issuing service calls in accordance with guidelines
Generates/analyzes reporting specific to customer reps to perform coaching needs analysis. (technical performance metrics only)
Arranges mentoring sessions based on needs analysis and coaches to proper troubleshooting and guidelines adherence improvements. Generates/Provides thorough documentation with regard to mentoring sessions completed to customer rep's manager or supervisors
Resolves the most complex issues forwarded by technicians or peers. (e.g. executive technical escalations)
Maintains/builds relationships with other groups that impact the technical aspect for phone support (e.g. tool content teams, product group, REC, TAM Team)
Experiences as Quality Lead, L2 or Senior L1
Thorough knowledge of the following: Mainstream DOS and Windows Applications, Basic PC Hardware, Microsoft Operating Systems, Peripheral Subsystems including Multimedia, Scanners, Printers/Laser Printers, etc
Advanced knowledge of the following: storage subsystems, video subsystems, processor subsystems, Network Topologies, and Mainstream Network Applications
Advanced organizational/priority-setting skills, interpersonal/relationship-building skills, Coaching skills, Negotiating skills
Very good German and English language skills spoken & written
Applies knowledge and understanding of policies and procedures to determine a course of action based on guidelines
Ability to analyze, research, and solve highly technical, unique problems
Ability to deal professionally with irate customers and to handle stressful situations
Technical writing skills (may be involved in authoring or reviewing new policy related to technical issues)