Technical Support Agent Resume Samples
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Technical Support Agent Resume Samples
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CD
C Donnelly
Corene
Donnelly
1851 Jannie Shore
San Francisco
CA
+1 (555) 731 0936
1851 Jannie Shore
San Francisco
CA
Phone
p
+1 (555) 731 0936
Experience
Experience
Houston, TX
Technical Support Agent
Houston, TX
Volkman, Cormier and Borer
Houston, TX
Technical Support Agent
- Create and modify documents and instructions on work performed
- Participate in regular feedback and coaching sessions to continually improve performance
- Assist consumers, partners, and professionals with pre-sales, order management, and technical issues through email and phone support
- Responsible to follow the direction of management and provide feedback
- Provide technical expertise via the telephone, by email or at the Trade Counter to assist in the resolution of technical enquiries
- Provide technical troubleshooting and account assistance to both customers and internal departments
- Proactively assist customers to avoid or reduce problem occurrence. ' Participates in projects for process or quality improvements
Dallas, TX
Tier German Technical Support Agent
Dallas, TX
Upton-Gaylord
Dallas, TX
Tier German Technical Support Agent
- Assist clients in optimizing their use of the application platform via work flow guidance or by identifying automation and integration opportunities
- API Programming or Software Development
- Follow established support processes and procedures
- Provide expert-level technical support via phone and email to assigned clients
- Manage escalations and expectations for both the client and Internal personnel
- Manage client support cases on a daily basis
- Communicate progress of resolution/status in a timely fashion and/or per service level agreements
present
Philadelphia, PA
Tier Specialized Technical Support Agent
Philadelphia, PA
Lesch, Doyle and Mayert
present
Philadelphia, PA
Tier Specialized Technical Support Agent
present
- Provide continual exceptional customer satisfaction in every interaction with our internal and external customers by exhibiting the Six Key Behaviors
- Flexible with work hours
- Other special projects as assigned by management
- Confirm accurate information from the customer at the time the service request is transmitted to the Field Service Technician
- Primary customer support on Print Machine, Krengeltech, OMS products
- Primary customer support on RMA's for the IS/IM 280's and 330's mail machines
- Primary customer support for specific Neopost apps
Education
Education
Bachelor’s Degree in Technical Field Preferred
Bachelor’s Degree in Technical Field Preferred
Chapman University
Bachelor’s Degree in Technical Field Preferred
Skills
Skills
- Strong Customer Service skills – ability to quickly gain customers trust and confidence
- Professional proficiency level in English (verbal and written) and native level of Finnish
- Professional proficiency level in English (verbal and written) and native level of Swedish
- Professional proficiency level in English (verbal and written) and native level of Norwegain
- Knowledge and experience using Knowledge Management systems
- Excellent customer service, interpersonal and communication skills with high attention to detail
- Basic Technical knowledge on how computers, internet and GPS’s work
- Professional proficiency level in English (verbal and written) and native level of Turkish
- Basic Knowledge of computers, electric & electronic concepts and devices
- Basic knowledge of Linux, Unix or Solaris
14 Technical Support Agent resume templates
Read our complete resume writing guides
1
Commercial Client Services Technical Support Agent Resume Examples & Samples
- Will be relied upon to provide expert instruction and assistance with all of the supported applications and services
- Responsible for ownership of escalated technical and application-related issues, and partnering with colleagues in Operations and Technology to facilitate a resolution
- Successful candidates will exhibit superior communication and analytical skills, allowing them to educate and translate technical information in a professional and empathetic manner
- Providing instruction and assistance to clients over the phone and over the web, in both one-on-one and group sessions
- Working with partners in Operations, IT, and Sales to analyze, troubleshoot, and resolve client technical issues
- Assisting with the creation and development of training and reference materials used to educate clients on supported products and services
- Acting as a liaison and subject matter expert to other departments and project groups during the development of new and enhanced products and services
2
Technical Support Agent French Resume Examples & Samples
- Provides technical guidance in activities associated with the identification, prioritization and resolution of reported problems by telephone and e-mail
- Screens, refers, and diagnoses internal inquiries and work requests as they relate to maintenance of personal computers utilizing experience and understanding of Perot Systems environment
- Participates in a supportive role by acting as a liaison between customer and departments within the organization, to ensure that all on-line system problems are resolved in an accurate and timely manner
3
Technical Support Agent Resume Examples & Samples
- Provide technical troubleshooting and account assistance to both customers and internal departments
- Offer quality service and personal attention to provide a pleasant customer service experience
- Maintain strong call control and handling techniques of both telephone calls and ticketing system. Very focused and committed to resolving complex cases and delivering a quality solution
- Ability to interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services; gather customer's information and determine the issue by evaluating and analyzing the information provided
- Analysis of API issues. Ability to diagnose data transfer problems and identify potential solutions
- IT Degree (First class honors preferred)
- IT related Masters is desirable
- 1 year experience in a support or customer service environment
- Knowledge of XML is a plus
- Website development (HTML, JavaScript, CSS3, JSON) and/or coding abilities (PHP, Java) very beneficial
4
Technical Support Agent, Telebec Resume Examples & Samples
- Provide technical support to users (Internet customers) by analyzing all problems raised by the customer
- Update customer files
- Conduct customer satisfaction surveys
- Carry out data entry
- Close calls when the customer problem has been solved
- Perform other related tasks, as required
5
Tier French Technical Support Agent Resume Examples & Samples
- Track and maintain all client communications and case documentation in Salesforce.com
- Define action plans and follow-through to case resolution
- Respond to client-reported issues in a timely manner and/or per service level agreements
- Communicate progress of resolution/status in a timely fashion and/or per service level agreements
- This role is an on-call position and may require work outside of normal business hours, holidays, and some weekends
- Ability to collaborate cross-functionally on a global scale
- Knowledge of Internet development technologies (HTML, XML, API, SQL etc.) is required
- Proven experience or expertise in the following
- Database and relational data structures
- Software Design Lifecycle
6
Senior Technical Support Agent Resume Examples & Samples
- Undergraduate or associates degree in related field preferred
- Demonstrated interpersonal skills in effectively working in a team environment
- LI-CC1
- MSJA
- SJA
7
Senior Technical Support Agent Resume Examples & Samples
- Excellent troubleshooting, research and documentation skills
- Solid understanding of change management processes and the ability to follow those processes unerringly
- Scripting - VBS, PowerShell and batch files
- Working knowledge or exposure to ITSM, ITIL or ISO standard practices for IT
8
Tier German Technical Support Agent Resume Examples & Samples
- Manage client support cases on a daily basis
- Manage escalations and expectations for both the client and Internal personnel
- Maintain account portfolio documentation related to accounts specific use of the application platform for continuity in support solution delivery
- Identify situations where professional services may be warranted
- Action oriented with strong organizational, analytical and problem-solving skills
- Technical aptitude in support of learning Salesforce application and solutions
- Experience in technical support (or other client focused environment)
- Large scale, multi-tenant production environments
- API Programming or Software Development
9
Technical Support Agent With Spanish Resume Examples & Samples
- Location: RO14
- Home office: Not permitted
- Travel: Ability to travel domestically and/or internationally up to 3% of the time
10
Tier Technical Support Agent Resume Examples & Samples
- Provide expert-level technical support via phone and email to assigned clients
- Manage highly visible, global and strategic support cases, and ensure 100% customer satisfaction by providing prompt and complete resolution to technical challenges and business issues in a timely manner and/or per service level agreements
- Take ownership of customer issues through to resolution - including troubleshooting, external and internal communication, and providing meaningful feedback to the customer on a regular basis
- Assist clients in optimizing their use of the application platform via work flow guidance or by identifying automation and integration opportunities
- Passion for Client Experience
- Previous experience in Marketing or a knowledge of Marketing processes and terminologies advantageous
- Salesforce Administrator (ADM201), Advanced Administrator (ADM311) or Marketing Cloud Consultant certified
11
Technical Support Agent Resume Examples & Samples
- 1-2 years previous experience providing technical support
- Must have previous experience supporting, troubleshooting and/ or installing (updating) hardware, software, workstations, printers, monitors and troubleshooting other various peripherals
- Previous experience with imaging / configuring new PC’s
- Strong knowledge of MS Windows and MS Office Suite
- Migrate data, install software, and troubleshoot software, network connectivity, and wireless connectivity
- Strong knowledge of Active Directory
- Previous experience providing technical support and set up for mobile devices, iPhone, iPad, android, etc
- Maintain asset inventory and tracking through help desk ticketing system
- Excellent teamwork, leadership and communication skills
- Excellent organizational skills with great attention to detail
- Must be able to adapt to a fast paced environment
12
Technical Support Agent With English Resume Examples & Samples
- Geographic Scope & Travel Requirements
- Working hours: Monday to Friday working hours are on the interval 10:00 – 19:00 GMT (for instance some days starting at 10:00 and other days starting at 10:30)
- Basic Knowledge of computers, electric & electronic concepts and devices
13
Technical Support Agent Resume Examples & Samples
- To support MACs and sales admin with technical issues or when information is needed
- To support and assist MACs with system designs, floor plans and products
- To create step by step documents for MACs, sales admin and customers related to products used
- To maintain SharePoint technical section
- Provide services based customer contracts: CCTV services, access cards and systems, user code and panel programming services, customer health alert device services verification, SureView video verification and remote installation commissioning
- Manage the VIP support inbox to allocate requests to the right field of action
- Perform data change requests, protocols change requests and data sanity check
- Perform panel uploads/downloads while updating and reviewing panel programming and update users codes
- Coordination : service call creation, investigation with on-site technician, review floor plan, video footage, alarm history and inspection report analysis
- Review reporting to MAC
- Contact for legal department as required
- Bilingual (French and English), essential (written and spoken)
- Knowledge of security systems
- Knowledge of CCTV systems
- Knowledge of ACCES systems
- Strong sense of responsibility
- Diplomacy
- Ability to take initiative
14
Line Technical Support Agent Resume Examples & Samples
- Proven track record in delivery of excellent customer service
- Good experience of problem solving and working to SLA's/Targets
- GCSE grade C or above (or equivalent) in English & Maths
- Strong focus on, and attention to, detail and accuracy
- Excellent communication skills, both verbal and written
- Good command of MS Office Suite, primarily Excel, Word and Outlook
- Basic understanding of Network Principles
- Knowledge of Xerox billing methodology and systems
- Excellent technical knowledge of Laser Printing and MFD device functionality
- Knowledge of network protocols and operating systems
- Any relevant industry qualifications - ie A+, MCDST, Cisco CCN
- Personal Characteristics
- Good Team Player
- Flexible
- Can do' attitude
- Ability to work under pressure
- Ability to adapt to change in the workplace
- Problem solving skills
- Customer relationship building
- Prioritisation & Negotiation skills
- Customer Focus
- Personal resilience
- Detail Focus
- Client Service Centre is open between Monday – Friday 7am-7pm / Saturday between 7am – 5pm, there will be a shift increase allowance for working on a Saturday
15
Join NTT Data Services Romania as a Technical Support Agent With Dutch Resume Examples & Samples
- Identify issues, investigate root causes and recommend solutions to reported problems
- Provide technical guidance in activities associated with identifying, prioritising and resolving problems by telephone and e-mail
- Screen, refer, and diagnose internal inquiries and work requests relating to PC maintenance
- May prepare help desk incident reports and assist in hardware and software evaluation
- Participate in a supportive role by acting as a liaison between customer and departments within the organization, to ensure that all on-line system problems are resolved in an accurate and timely manner
- Fluency in English and Dutch
16
Technical Support Agent With German Resume Examples & Samples
- Engaging necessary support staff to resolve escalations in as short a timeframe as possible
- Active listening and empathy
- Ability to analyze and solve technical problems related to client products by investigating potential solutions using troubleshooting skills
- Self-awareness is important, but be also a team player
17
Technical Support Agent Resume Examples & Samples
- Ability to quickly comprehend message from an American Caller
- Ability to handle calls with highly upset callers
- Ability to adjust pace based on the customer’s profile when providing instructions
- Knowledge of Smart TVs, Electronic Products related to Televisions
- Shows knowledge or fondness of cable shows
18
Polycom Technical Support Agent Tier Resume Examples & Samples
- Answers and responds to inbound calls, emails, or chats using documented procedures, available tools and supplied script(s) to assess customer’s technical support needs and handle/route accordingly to the satisfaction of the customer
- Documents and logs all contacts and actions into database per specified guidelines
- Achieves specified performance goals
- Reimbursement of travel costs (up to £250)
- Relocation class on first day
19
Customer Technical Support Agent Resume Examples & Samples
- Provide live and non-live support to Cengage Learning for digital solutions
- Utilize administrative tools to assist in the analysis of technical issues reported by customers
- Self-motivated, detail-oriented, and organized
- Working knowledge of Microsoft operating systems and Office suites is required; working knowledge of Apple operating systems is highly preferred
- Working knowledge of major browsers is a must
- Ability to use analytical thinking to effectively troubleshoot complex computer-related problems
- Proficiency in keyboarding
- Acquire and continually maintain the technical and product knowledge necessary to perform the job effectively
20
Technical Support Agent Resume Examples & Samples
- Identify, troubleshoot and where possible resolve issues that have been escalated from Customer Support and provide customer support via phone and email
- Identify and report Product Defects
- Recognize and handle customer errors gracefully
- Contribute knowledge gained back to Customer Support through documentation of issue resolutions and troubleshooting procedures
- Help to analyze and identify issue severity levels and follow appropriate escalation procedures
- Educate customers in best practices for using HomeAway applications
- Meet agreed upon and expected service levels for case completion and quality standards
- Be the customer’s primary point of contact through resolution, and delight the customer throughout that process
- Be an advocate for the voice of the customer
- Develop and maintain expert knowledge on HomeAway products
- Communication with internal partners
- Minimum of 1–2 years’ experience as a customer support representative, ideally in a technical capacity for a consumer web site
- Experience with Windows and Apple OS
- Experience with Android, Apple and Windows based mobile devices
- Experience with browser technologies including a thorough understanding of cookies, security controls, extensions and add-ons of popular browsers like Chrome, FireFox and Safari
- Experience with MS Office suite including Outlook, Word, Excel, and Powerpoint
- Experience troubleshooting connection issues using knowledge of network technologies and hardware including modems/routers, ISPs, Wi-Fi, mobile broadband networks as well as protocols like DNS, DHCP, HTTP, TCPIP
- Experience troubleshooting email issues and understanding of IMAP, popular webmail and email providers, settings, filters and relayed/aliased addresses
- Basic understanding of web coding (i.e., HTML, CSS, XML, API, javascript) and hosting
- Weekend hours required. Overtime, evening and holiday shifts may also be required
21
Nest-technical Support Agent Resume Examples & Samples
- Diagnoses and provides a path to resolving technical issues
- Report and escalate new customer issues
- Follow approved Nest workflows in responding to customer inquires
- Work with Tier 2 to resolve or properly close tickets
- Manage an individual ticket queue
- Achieve call center metrics including average Customer Satisfaction, Procedural Compliance, and schedule adherence and conformance
- Excellent Customer Service Skills
- Ability to use critical thinking and logic skills to isolate and resolve technical issues in a timely manner
- Ability to navigate in a Windows or OS environment – prefer an understanding of both operating systems
- Understanding of Wireless Networks (setting up wireless networks, trouble shooting, for
22
Technical Support Agent Resume Examples & Samples
- Identifies and provides input on unique or recurring customer problems
- Reviews and distribute pertinent cross-functional information
- Resolves complex issues forwarded by technicians or peers (e.g. executive technical escalations)
23
Technical Support Agent Resume Examples & Samples
- To provide product and application solutions to our customers whilst driving improvement in customer experience
- Provide technical expertise via the telephone, by email or at the Trade Counter to assist in the resolution of technical enquiries
- To identify and promote suitable alternative products for customers and staff to maximize revenue opportunities and improve customer experience
- To promote and enhance the brand and reputation of RS Components to be known as innovative, modern and aligned to new market initiatives, technologies and channels of communication
- To build and develop customer relationships in order to capitalize on commercial opportunities
- Proactively identify omissions and errors in product support literature, catalogue copy, data sheets, and instruction sheets and ensure the appropriate information is forwarded/ actioned to the improvement of overall customer experience and the reduction of failure demand
- To process service and calibration requests
24
Polycom Technical Support Agent Tier Russian Resume Examples & Samples
- Documents problem definition
- Files appropriate data (soft and hard copies)
- Provides direction to customers promoting online self-service and web based solutions
- Uses a lab to simulate customer environment and issues as necessary to replicate & resolve
- Serves as escalation point for eService requests
- Escalates to Technical Support unresolved customer issues by packaging, with concise description, actions, and traces required for escalation of “bugs” and/or “request for assistance”
- Fluent in written and spoken English and French, German or Russian
- Familiarity with common Internet browsers
- Knowledge of CRM software
- Salary advance (if required)
- Ongoing relocation support
25
Voip Technical Support Agent Resume Examples & Samples
- Ideally an associate's degree in IT related discipline or equivalent experience
- Background providing phone support or customer service is a plus
- Currently holding relevant network certifications (Network+, CCNA, etc) is a plus
- Candidates with strong technical aptitude and are pursuing IT education will also be considered
26
Polycom Technical Support Agent Tier French Resume Examples & Samples
- Creates service requests within supplied Customer Relationship Management (CRM) system
- Creates temporary “work-around” for immediate customer issues when appropriate
- Handles RMA issuance and guidance to promote self-service RMA tracking
- Remains knowledgeable of performance requirements, product line and service offerings
- Additional responsibilities as required
- Knowledge of networking configurations and protocols such as TCP/IP, DNS, trace route, firewalls, and routing
- Familiarity with telephony concepts such as ISDN, PRI, analogue, VoIP and digital circuits
- Experience in fault diagnosis and troubleshooting techniques
- Intermediate knowledge of PC and software applications including Microsoft Excel, Word and Outlook
- 2 years outstanding customer service experience in a service driven environment
- Ability to type 30 WPM
- Up to 5 nights’ accommodation provided on arrival in city centre hotel
27
Technical Support Agent Czech Resume Examples & Samples
- Screen, refer, and diagnose internal inquiries and work requests relating to PC maintenance
- May prepare help desk incident reports and assist in hardware and software evaluation
- Participate in a supportive role by acting as a liaison between customer and departments within the organization, to ensure that all on-line system problems are resolved in an accurate and timely manner
- University education, preferably technical degree or Microsoft certifications
- Up to two years’ experience that shows good knowledge of Microsoft Operating Systems local and remote administration and Microsoft Office family applications
- Experience of providing remote IT support
- Flexibility to work shifts
- Fluency in Czech and English
28
Technical Support Agent Resume Examples & Samples
- Delight customers by providing timely, expert advice
- Resolve technical support inquiries with speed and precision
- Use written and verbal communication to help educate our customers on the Medallia platform
- Share knowledge through the creation of support articles
- Identify technical gaps and escalate cases to other parts of the organization
- Minimum of 1+ year(s) of experience in a customer-focused, support environment
- Ability to learn on the fly and make decisions quickly
- Ability to work a flexible schedule including nights and weekends; work hours will be based on business needs
- Ability to partner with cross-functional teams
- Experience with JavaScript, HTML, and XML a plus
- Experience with Medallia and Salesforce.com Service Cloud knowledge a plus
29
Technical Support Agent Resume Examples & Samples
- Take incoming end user requests (via telephone, email or chat), log call details onto ticketing system and provide response and resolution within targets
- Capture all of the required data elements in ticketing system as required by the client’s standards
- Follow processes and procedures governed by the Quality department
- Complete all compliance training and keep all assignment-related information strictly confidential
- Participate in regular feedback and coaching sessions to continually improve performance
- Adhere to regular work shifts and training sessions as scheduled
- Perform other duties as assigned within the scope of activity
- Professional proficiency level in English (verbal and written) and native level of Finnish
- Advanced computer skills with the ability to multitask while talking on the phone
- Basic Technical knowledge on how computers, internet and GPS’s work
- Ability to communicate effectively with use of proper business terms and in a variety of customer facing situations
- Excellent interpersonal skills and customer focus
- Effective time management skills and ability to prioritize workload
- Possess autonomous, proactive and positive approach towards problem solving and change
- Self motivated and target oriented
- Previous experience in Contact Center environment is a plus
30
Technical Support Agent 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
- See description above successfully resolve moderate to 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 (for example warranty, enterprise and some mission-critical)
- Proactively assist customers to avoid or reduce problem occurrence. ' Participates in projects for process or quality improvements
- May act as a mentor to lower level employee working on similar hardware and software
- High school education or equivalent. Typically requires 3- 5 years general experience, or equivalent combination of Experience and college level education
- Superior skills both written and verbal communication
- Experience in customer facing role, remote support, telephone, e- support, e-chat or similar
- Computer proficiency with applicable software applications (for example Microsoft Office, CAD, Adobe Suite, programming
- Has recognized technical skill in the range of products supported within relevant product lines; focus more acutely on a specific product line - for example, Proliant related storage
- Collaborates with CC and SCE peers on resolving issues
- Knowledge and experience using Knowledge Management systems
31
Technical Support Agent Resume Examples & Samples
- Troubleshoots, diagnoses problems, implements corrective action procedures within prescribed guidelines and/or escalates to other technical resources as appropriate
- Provide backup support for other IT personnel in the daily operation of the IT department to include diagnosing, troubleshooting, and taking corrective action on all core services. (Email, WAN, LAN, security, intrusion detection, internet connectivity, domain administration, etc)
- Handles escalated support issues within the helpdesk
- Builds, configures, upgrades, performs backup and recovery, installs and troubleshoots desktop computer systems
- Creates and reviews work orders to move, change, install, repair, or remove data communications equipment such as modems, cables, and wires
- Tracks and measures support performance against agreed service levels
- Create and modify documents and instructions on work performed
- Creates and maintains operational documentation for help desk procedures, virus protection, software licensing, inventory control, and software patches/updates
- Create, follow-up, and close helpdesk tickets
- Orders supplies and equipment and associated record keeping
- Provide efficient and prompt customer service support to computer users
- Responds to end users problems and requests. Instruct end users as necessary in the proper operations of the computer, software and network resources
- Keeps proper inventory of all office IT equipment and software licenses
- Proactively checks with end users to insure high level of satisfaction
- Provides support and instruction for Video conferencing equipment
- Training of office personnel on proper use of applications, including but not limited to, Microsoft Office suite, Accounting applications, Human Resource applications, file access, printing, Terminal Server, Lotus and Word Perfect
- Assures proper computer use and instruction in areas of security and anti-virus
- Excellent communication and documentation skills
- Provide after hours support when necessary
32
Technical Support Agent Resume Examples & Samples
- Resolve kiosk issues that are generated via a ticketing system and provide front line support to field technicians or ecoATM customer via phone IVR system
- Perform in depth technical troubleshooting to correct kiosk-related issues by using system tools to diagnose hardware, software and other machine-related issues
- Provide feedback and follow-up on kiosk issues; escalate unresolved issues to appropriate group
- Document, track, and monitor problems to ensure timely resolution
- Perform other job related duties as delegated by leadership team
- Support and leverage other associates within the department to share best practices and knowledge
- High school diploma or GED required; additional technical certification preferred
- 1+ years of customer service experience required; prior help desk or technical support experience preferred
- Experience with ticket tracking software and technical documentation preferred
- Must be available to work nights, weekends and holidays as department provides 16 hours a day, 7 days a week support
- Excellent customer service, interpersonal and communication skills with high attention to detail
- Strong trouble-shooting, problem-solving and multi-tasking abilities
- Ability to work independently within established process and direction guidelines
- Efficient time management practices and ability to prioritize work
- Competency with Microsoft Windows on an intermediate level (software installation and configuration, etc.)
- Basic knowledge of system file drivers
- Basic skills with Microsoft Office
- Basic knowledge of iOS and Android systems preferred
- Ability to adapt in a fast-paced, collaborative, and changing environment
33
Technical Support Agent Resume Examples & Samples
- Providing first-level support
- Using troubleshooting techniques and tools to identify technical defects/issues
- Assigning incidents in line with documented guidelines and procedures
- Actively supporting the customer in all aspects through to problem resolution, keeping the customer informed and updated throughout life of incident
- Clearly and concisely logging and tracking details of solutions provided to resolve customer issue while maintaining and updating customer database
34
Technical Support Agent Resume Examples & Samples
- Technical support and/or customer service background or experience
- Understanding of a call center environment
- Experience with diagnosing technical issues and providing a path to resolution
- Assist consumers, partners, and professionals with pre-sales, order management, and technical issues through email and phone support
- Handles both simple and complex troubleshooting issues via the telephone and email, addressing both hardware and software related issues
- Multitasking through multiple systems while troubleshooting with customers
- Effectively communicates technical information with customers
- Ensure excellent customer satisfaction
- Responsible to follow the direction of management and provide feedback
- Additional responsibility as business needs dictate
- Associate's or Vocational degree in technical field preferred, and/or 1-2 years related experience in one or more of the following fields, preferred
- Previous experience working in a call center is desired
- Strong written, verbal with an ability to communicate technical issues in an easy to understand format
- Ability to communicate technical issues in an easy to understand format (verbal and written)
- Superior time management, organizational and prioritization skills
- Windows and Apple, etc.)
- Must act independently and be self-motivated
- Aptitude to learn new hardware & software technical specifications
35
Technical Support Agent Resume Examples & Samples
- Talks to customers by phone to effectively troubleshoot a particular issue and appropriately apply information to resolution
- Accurately record and document all actions taken when working within a customer account
- Monitor rejected online orders using the internal computer applications
- Monitor incoming emails and other order related messages using the internal email and computer applications
- Professionally respond to incoming messages and emails from florists and internal customers alike
- Consistently achieve performance goals as defined by management. Each rep should review their own statistics on a daily basis in order to monitor their progress towards continual improvement
- Reads and retains information from memorandums, newsletters and training materials to effectively service customers
- Participates in ongoing on-the-job training. This may include attending team meetings, huddles, one-on-one sessions with members of management, peer coaching, refresher training, as well as structured classroom training
- This position is also a Sales / Customer Support role and will assist Market for You and Technology Sales
- This position will be expected to answer inbound calls as well as making outbound calls for Technology Sales and FTD Member Support
- 2 or 4-year college degree preferred; minimum 2 years' experience in a position with a high level of customer interaction
- Previous experience with FTD Mercury or Advantage systems
- Working knowledge of Windows 7, 8, 10 and Server 2012, 2014
- Basic hardware troubleshooting and networking skills
- Understanding of basic accounting practices and small business operations
- Exposure to QuickBooks Accounting Software
- Previous Onsite POS implementation experience preferred, but not mandatory
- Communications skills appropriate for B2B client support both in the written and verbal formats
- Outstanding time management skills
- Process and detail-oriented with a strong sense of responsibility, follow-through, initiative, and assertiveness
- Team oriented, with the strong desire and ability to mentor, coach and motivate peers
- Flexible to work an 8-hour standard shift within support center's published hours (Mon-Fri: 7am to 8pm, Saturday: 7:30 am to 6pm, Sunday 10am to 4pm)
- Basic knowledge of Linux, Unix or Solaris
- Working understanding of the basics of Accounting or Business Operations
- Previous experience within a phone support environment
- Experience with AS400, HEAT and other standard support systems
36
Call Center Technical Support Agent Resume Examples & Samples
- Excellent English > 95%, verbal and written
- High School education as a minimum
- Previous Tech Support experience is desirable
- Knowledge with various computer peripherals and applications
- Must be very customer oriented and focused on meeting the customer's needs
- Experience in telephone and/or hands-on application, desktop, network and/or database support of both internal and external customers is desirable
- Desirable knowledge in installation and configuration of PCs, hardware, software, etc. Knowledge in the following products: Microsoft Office, Microsoft Outlook, Windows 98/ME/XP, Windows Network, Microsoft Exchange, Internet Explorer, Lotus Notes, Networking
- Integrity, attention to detail, timeline sensitive, goal oriented, motivator, ability to analyze and solve problems, sound decision making skills, Team Player, Self-disciplined, Adaptability
37
Technical Support Agent Resume Examples & Samples
- Providing phone assistance for new and existing customers with regards to Pitney Bowes' suite of service and equipment
- Educating clients regarding equipment and services
- Providing direction for assistance
- Qualifying and processing new sales Opportunities
- Processing Service Requests for equipment repair
- Exhibit proficiency in e-mail and Internet
- Strong track record in the area of customer service
- Must be able to work an 8 hour shift between the hours of 7am -7pm M-F
- Excellent oral/written communication and problem solving skills
- Courtesy, patience and analytical abilities are required to handle customer concerns
- Detail orientated and motivated
- Able to give clear and concise instructions
- Minimum of A+ Certification OR Computer Science equivalent education/degree preferred
38
Customer Technical Support Agent Resume Examples & Samples
- Provides live and non-live support to Cengage Learning for digital solutions
- Utilizes administrative tools to assist in the analysis of technical issues reported by customers
- Troubleshoots and resolves customer-reported issues related to the system requirements of Cengage Learning’s digital solutions including but not limited to operating systems, browsers, plug-ins, internet connectivity, etc
- Identifies customer concerns or requests for improvement and escalate appropriately
- Fully and accurately documents customer interactions using a ticketing system
- When written communication to a customer is required, provides clear and accurate directions
- Performs effective verbal communications with customers and stakeholders
- Working knowledge of Microsoft operating systems and Office suites
- Working knowledge of major browsers
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Technical Support Agent Resume Examples & Samples
- Passionate about technology and keeping your knowledge up to date
- A good understanding of computing Operating Systems such as Apple MacOS, Windows 7, 8 and 10, networking, peripheral devices such as printers, MP3, routers, etc
- Have good understanding of mobile Operating Systems: Android, Apple iOS, Blackberry, Windows Mobile and their respective desktop management applications
- Be able to troubleshoot software and hardware issues and provide solutions to your client
- Outstanding questioning and listening skills with the ability to build rapport to ensure your clients query is fixed first time effectively and efficiently
- The ability to convert technical jargon into a language people can understand
- The desire to be a brand ambassador, standing for and championing all Geek Squad values and qualities
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Service Desk Technical Support Agent Resume Examples & Samples
- You will be responsible for providing 1st and 2nd line level of support to BT customers between the hours of 0900-1730 / 0930-1800 Monday – Friday for line and broadband services
- You will also provide customer care to historic BT residential customers between the hours of 0900-1730 / 0930-1800 Monday – Friday in terms of requesting the cancellations of account and settling any outstanding payments
- Deal with customer queries which come in through e-mail and telephone in relation to both line rental and broadband
- Carry out first/ second line troubleshooting with the end-customer and on the core network
- Answer customer calls within an agreed SLA
- Deal with all phone queries in a professional and timely manner
- Manage tickets logged on the Right Now and RT ticketing systems to completion
- Update tickets based on agreed guidelines
- Liaise closely with customers and suppliers to get the satisfactory resolution of tickets logged
- Manage customer communications on major incidents
- Interact with internal departments where required to resolve customer queries
- Build an excellent working relationship with customers and our key suppliers
- Work on a service improvement project to increase SLA performance and improve the customer experience
- Attend customer and internal stakeholder meetings as and when required
- Cover Level 2 Escalations as and when required
- Liaise with residential customers and the credit control team in relation to cancelling accounts and ensuring that any historic payments on invoices are settled
- Excellent knowledge of broadband products
- Previous experience of carrying out troubleshooting on broadband products LLU, NGA, CGA
- Understanding of core network topologises
- Excellent verbal and written customer communication skills
- Ability to establish internal and external relationships with peers
- Ability to build up positive working relationships with internal and external suppliers and customers
- Excellent knowledge of telecommunications products and services
- Working knowledge of Microsoft Office – Excel, Word, and Powerpoint
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Inbound Technical Support Agent Resume Examples & Samples
- Tracks call-related information for auditing and reporting purposes
- Provides feedback reports on call issues related to downtime and/or training issues
- High School Diploma or GED required; college degree preferred
- Conversational, patient and confident, with a positive attitude
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Technical Support Agent Thai Market Resume Examples & Samples
- Native level in written and oral Thai and English
- 2+ years of experience in customer service or account management in a contact centre environment is essential
- Experience working in the online video or video space is ideal
- Industry and business knowledge of video creators, digital publishing and/or media companies preferred
- Demonstrated ability to think strategically about complex issues, leading to thoughtful recommendations and action plans
- Deep understanding of and a passion for social media and online video products
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Technical Support Agent Resume Examples & Samples
- Provide timely, reliable and professional service
- Interact with various functional departments to provide timely and accurate solutions to end customers
- Maintain existing cloud services – patch existing systems, deploy new components, implement system enhancements based on customer demand
- Knowledge of web servers (e.g., IIS, Apache), application servers (e.g., WebSphere, WebLogic, Tomcat), networking (TCP/IP, routers, firewalls, load balancers)
- Strong analytical, troubleshooting, organizational, and problem solving skills
- Excellent English language communication skills, speaking, listening, writing, and reading
- Must have unrestricted authorization to work in the US
- 1 Year experience working for an IT Help Desk or Call Center
- Knowledge of Entrust products, PKI, authentication, single sign-on, identity management, fraud detection or access control products
- Experience with virtualization software knowledge, such as, VMWare ESX server
- Proficiency in other languages will be a strong asset
- Knowledge of ITIL methodology and implementation
- Java and C++ programming languages an asset
- Fluency in other languages (Spanish), in addition to English
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Operational & Technical Support Agent Resume Examples & Samples
- Administration Systems
- Talend (Talend Studio)
- Process and Standards
- Programming Skills (VBA, SHELL, CRON, PYTHON, etc…)
- Familiar with FTP, EXCEL, FLAT FILES, JIRA, MYSQL, NOTES
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Technical Support Agent, Level, Spanish Resume Examples & Samples
- Minimum of 6 Months technical support experience - preferably phone/email experience
- Minimum of 6 months in customer service or support role - preferably phone/email experience
- Troubleshooting/diagnostic experience
- Strong computer skills and experience in all current Microsoft OS and MS Office
- Must be self-motivated with inherent ability to multi-task
- Identify / define processes that enhance the customer experience, reduce costs and deliver the right. solution the first time
- Must possess excellent written and oral communication skills
- Strong problem solving and negotiation skills with the ability to deal with difficult customers and situations
- Must possess excellent interpersonal skills with the ability to work in a collaborative team environment
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Line Technical Support Agent Resume Examples & Samples
- SC Clearance (highly desirable)
- Discount on dental insurance
- Child Care Vouchers
- Lifeworks – Confidential helpline offering support
- 1 – 5 years – 33 days including UK public holidays
- Holiday Purchase Scheme
- Life Assurance Cover / Income Protection Scheme / Person Accident cover
- Option to purchase Xerox shares
- My Perks – a discount website for all employee which entitles you discounts on shopping outlets, Cinema, travel, electronics, utilities, and fashion including Apple and Dell, Vodafone
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Technical Support Agent Resume Examples & Samples
- Previous experience with imaging / reconfiguring new PC’s
- Previous experience providing technical support and set up for mobile devices, iphone, ipad, android, etc
- Maintain asset inventory and tracking through helpdesk ticketing system
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Tier Specialized Technical Support Agent Resume Examples & Samples
- Primary customer support on Print Machine, Krengeltech, OMS products
- Primary customer support for specific Neopost apps
- Primary customer support on customer-installable software
- Primary customer support on RMA's for the IS/IM 280's and 330's mail machines
- Backup support for Tier 1 Customer Support/Dispatch queue and/or assigned Skill Group(s)
- Confirm accurate information from the customer at the time the service request is transmitted to the Field Service Technician
- Provide continual exceptional customer satisfaction in every interaction with our internal and external customers by exhibiting the Six Key Behaviors
- Ensure the delivery of processes and procedures are accurate when communicating with external and internal customers
- Troubleshoot with a customer on low to mid-volume equipment, resulting in a phone fix
- Knowledge of Neopost products
- Process dealer and district order requests in an efficient, accurate, and timely manner
- Utilize and remain proficient in other department applications used (i.e. Knowledgebase website, Atlas, MyNeopost, ServiceMax etc.)
- Other special projects as assigned by management
- Call Center background a must
- Ability to multitask is essential
- Able to adapt to a changing environment
- Excellent software skills
- Proficient and able to navigate efficiently in Microsoft Outlook, Word, and Excel
- Proficient in the installation of Neopost/Hasler customer-installed software
- Flexible with work hours
- Technical training or skills a plus
- Communicative
- Customer Centric
- Knowledgeable
