technical support representative job description for resume

Technical Support Representative Job Description, Duties, and Responsibilities

This post provides detailed information on the technical support representative job description, including the key duties, tasks, and responsibilities they commonly perform.

It also highlights the major requirements you may be expected to fulfill to be hired for the technical support representative role by most recruiters/employers.

What Does a Technical Support Representative Do?

Technical support representatives help customers resolve technical problems associated with a product or service.

The technical support representative job description entails providing response and solutions to issues experienced by users of technological products or services.

Tech support representatives work in a call center or at the information technology department of an organization.

They serve as the first point of contact for customers with complaints or questions concerning company technological products/services.

They usually communicate with clients via phone calls, emails, web chat or face-to-face interaction to provide step-by-step solutions effective in resolving hardware or software problems.

In performing their duties, technical support reps operate automated call distribution phone software to deliver remote technical services to customers.

They interview and listen to clients to identify their needs and provide solutions effective in addressing their problems.

They also troubleshoot software and hardware components to identify and resolve issues related network malfunction or poor internet connectivity.

Technical support representatives liaise with the various departments of an organization to resolve customer issues.

They identify upselling opportunities to facilitate sales of company products/services.

Their role also involves conducting research to obtain information useful in addressing customers’ issues.

As part of their responsibilities, technical support representatives maintain record of call transactions using computer systems and special tracking software.

They escalate difficult issues to superiors for expert resolution. They also ensure compliance with standards established procedures for addressing client concerns.

Usually, the work description of technical support representatives also involves training individuals on how to use technical products and services.

They also participate in the development of client training programs to proffer recommendations on instructional language.

Recommending devices and technical guidelines, which accommodate customers’ inadequacies is also part of the technical support representative description.

To work as a company’s representative to provide technical support on its products to customers, you need a high school diploma and some vocational training in computer/network administration.

You also need to have certain qualities, including problem-solving, customer service, and communication skills to succeed on the job.

Technical Support Representative Job Description Example/Template

Technical support representatives perform important functions that ensure customers are satisfied using their company’s products.

Here is an example of a typical technical support representative job description; it shows the major duties, tasks, and responsibilities that make up the role:

• Actively listen to customers to understand their issues or concerns
• Interview clients to gather information useful in providing recommendations and solutions to a technical problem
• Install, configure, and troubleshoot computer systems, servers, and network issues
• Provide daily technical support services for information technology establishments
• Receive customer calls to provide step-by-step guidelines for the resolution of a technical issue
• Document and track customer issues using a ticketing system to ensure quick resolution
• Maintain the security and integrity of company database by setting access controls
• Explain highly technical details to customers using simple understandable terms
• Participate in development of information technology and infrastructure projects
• Ensure compliance with service agreements to evade legal issues
• Guide and direct the activities of less experienced tech support personnel
• Maintain an up-to-date knowledge of company products and services
• Stay abreast with technological developments and trends
• Educate customers on the features of company products/services to minimize technical challenges
• Follow-up on customers to ensure their issues are completely resolved
• Produce periodic reports of technical support operations to company management.

Download  job description template .

Requirements – Skill, Abilities, and Knowledge – for Technical Support Representative Job

If you seek to work as a technical support representative, you will need to meet certain requirements before you can be considered for hiring.

Given below are major qualifications most employers will expect you to have to be allowed to access the job:

• Education and Training: To become a technical support representative, you need to have a high school diploma and have gone through some vocational training program as a computer/network administrator. Some employers prefer individuals with an Associate’s degree in networking or telecommunications, or in a similar discipline. Prior experience in sales or technical support is an added advantage
• Customer Service Skill: Technical support representatives politely address customer issues in line with customer service standards
• Communication Skill: They are able to converse with clients using appropriate language and expression
• Problem-solving Skill: Tech support reps are skilled in providing answers or solutions to clients’ technical issues.

The sample technical support representative job description given in this post can serve as a template for creating a suitable one for your company if you are hiring for the role and need to make one.

Using the information in this post, you will be able to create a good work description that can attract the best technical support representatives to your firm.

This article also provides in-depth information about the duties and responsibilities of the technical support representative position for those interested in the job to learn about what it entails before getting into it.

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6 Technical Support Resume Examples - Here's What Works In 2024

Since the entire world is thriving in an it environment, there is a greater demand than ever for technical support. giving technical support includes managing, maintaining, and handling it systems as needed. our technical support resume guide can be useful if you are a tech-savvy job seeker in the field. filled with tips and downloadable templates, make yourself an impressive resume.

Many businesses are relocating online so they can effectively save time and resources. But to do that, they must always make sure that their IT systems are fault-free. That’s where the demand for technical support comes in!

Technical support offers to monitor computer systems without fail and immediately perform bug fixes when they arise. They are also responsible for troubleshooting problems, diagnosing solutions as well as configuring hardware and software. Apart from that, technical support often helps out individuals virtually in solving their specific problems too!

This profession requires an educational background and a vast knowledge of computer and IT systems. Being technical and analytical are must-have qualities that tech support must possess because it makes them effective in their jobs. 

If you’re looking to make your resume impressive to recruiters, our technical support resume guide can help you determine how to do so! A good resume requires concise and relevant [information that employers are actively seeking from applicants. Let’s take a look into what makes for successful technical support resumes!

Technical Support Resume Templates

Jump to a template:

• Software Support Technician
• Software Product Support Analyst
• Technical Support Specialist
• Technical Support Engineer
• Application Support Engineer

Jump to a resource:

• Keywords for Technical Support Resumes

Technical Support Resume Tips

• Action Verbs to Use
• Related Engineering Resumes

Get advice on each section of your resume:

Template 1 of 6: Software Support Technician Resume Example

Have you ever used the tech support chat to solve a random problem on any software like Microsoft? The person helping you out with a solution is a software support technician. A software support technician is in charge of fixing software application problems, identifying system errors, and documenting solutions. They improve the customer experience within SaaS companies! To efficiently produce support tickets and resolve customers' difficulties, a software support technician needs to be very organized, have great communication, and have computer tool and application navigational abilities. Academically, you will need to have a bachelor's degree in computer science or IT support as well as some prior experience working as a support technician. This is how you make an interesting software support technician resume:

We're just getting the template ready for you, just a second left.

Tips to help you write your Software Support Technician resume in 2024

   display your academic success in computer and information technology..

Employers need candidates with experience in computer science and knowledge of the subject. To grab their attention, be sure to highlight your degrees, certifications, and any merit-based honors in the field.

   Highlight important problem-solving achievements in your career.

Before users became aware of the software server's outage, did you diagnose any issues? Have customers praised your customer service abilities in reviews? In a prior position, did you create simple FAQs? Your resume should include these. It helps potential employers identify you as a practical and technical solution to their tech problems.

Skills you can include on your Software Support Technician resume

Template 2 of 6: software product support analyst resume example.

One step above the corporate ladder is the software product support analyst. As a software product support analyst, you’re often required to communicate directly with consumers facing issues. You are expected to assist and advise solutions to software problems such as malfunctions and bugs. Most job postings require a bachelor's degree in IT or computer science. Having a few years of experience in the field is always considered a bonus as it shows you are an analytical and experienced employee, who can provide valuable service. Let’s view an example of a good software product support analyst's resume:

Tips to help you write your Software Product Support Analyst resume in 2024

   show your knowledge of remote desktop support systems like teamviewer..

As a software product support analyst, you must work well in a team. Therefore, employers are more likely to want you on board if you mention that you are familiar with and flexible with working in teams by mentioning your expertise in remote-working platforms like TeamViewer or Zoho Assist.

   Mention your familiarity with networking systems and protocol.

A technical support professional is helpful to businesses if they know several operating systems. Include your operating system qualifications, but don't be afraid to mention that you also hold other technical credentials like CCNA, CNCT, CCENT, or CCNP.

Skills you can include on your Software Product Support Analyst resume

Template 3 of 6: technical support specialist resume example.

Let's chat about crafting resumes for a Technical Support Specialist role. This position is all about trouble-shooting, problem-solving, and, most importantly, communication. With remote work becoming the norm due to recent trends, these roles have expanded beyond local offices into global teams. When writing your resume, it's important to convey not just your technical efficiencies, but also your ability to explain complex issues in a clear and understandable manner. Remember, a tech support specialist is the bridge between sophisticated tech systems and their less tech-savvy users. Your future employer needs to know that you have a good grasp of both the technology you'll be supporting and the communication skills necessary to interact effectively with clients. No matter how complex the issue, the users will expect a simple and practical solution. Your resume should reflect your ability to excel in such scenarios and should highlight your understanding of the latest industry trends.

Tips to help you write your Technical Support Specialist resume in 2024

   highlight your problem-solving skills.

Highlight instances in your past roles where you went above and beyond to resolve a complex technical issue. Rather than focusing solely on the technical aspect, emphasize how you communicated the solution to non-technical team members or clients. Tech support isn't just about fixing things; it's about helping people understand what went wrong and how it was fixed.

   Demonstrate your expertise with remote support tools

With more teams working remotely, ability to use online technical support tools has become a must. Mention specific remote support tools you are familiar with, like Zendesk or TeamViewer. This shows you're prepared for the new reality of remote technical support.

Skills you can include on your Technical Support Specialist resume

Template 4 of 6: technical support specialist resume example.

Technical support specialists overlook problems that are beyond technical support representatives. They have greater knowledge of computer software and hardware. These specialists are focused on attending to technical requests to ensure productivity. Your job will require you to show excellent problem-solving and troubleshooting skills. Having great communication and the ability to explain things in layman’s terms will be useful because tech support specialists are relayers of information in a chain of teams. Here’s what a successful technical support specialist resume looks like:

   Quantify your achievements in numerical figures.

Quantifying your success is the finest strategy to draw in a new company. You can say how many support tickets you successfully resolved or how many bug-fixing reports you sent. You can also state how many individuals you were able to carry in a team if you have experience leading teams. Your resume will stand out with these numbers!

   Include relevant customer support experience from previous jobs.

One crucial skill that recruiters look for is the ability to communicate information to customers. If you list employment experience connected to customer support on your resume, it will speak for you. Working in retail or a call center are two examples of this!

Template 5 of 6: Technical Support Engineer Resume Example

Researching and resolving customer issues regarding computer systems and software comes in the job description of a technical support engineer. They have additional tasks such as designing software, developing maintenance plans, and configuring systems to ultimate optimizations as well! Due to the intensely technical nature of this job, you need to have a bachelor's degree in Engineering along with work experience as a tech support engineer. Your knowledge of API and web services counts as a plus point because it makes you helpful to the corporate. Here’s a template of a technical support engineer resume:

Tips to help you write your Technical Support Engineer resume in 2024

   mention personal projects that showcase your range of skills..

Recruiters want to know if you can handle an array of systems and software (pun intended). Your resume should be rich in showcasing personal projects that use multiple programming languages and technology like NoSQL, Support Tickers, Project management, and Servers.

   Include career highlights that show an attentive and team-working attitude.

Being tech-savvy is not the only thing that you need to work effectively as a technical support engineer. The work experience portion of your resume should include instances where you can mention your teamwork attitude. Use words such as “led”, “resolved”, “overcame” and “created” to highlight these instances.

Skills you can include on your Technical Support Engineer resume

Template 6 of 6: application support engineer resume example.

When businesses want to streamline their operations, they seek an application support engineer. These engineers are responsible to overlook the installation and maintenance of software applications important to the business, assisting wherever necessary. Being an application support engineer means being an expert on software stacks and timely debugging and maintaining software. They need to be communicative and responsible with time, along with having a bachelor’s degree in computer science or information technology. If this job sounds like the one you’re seeking, we have a great resume template for you to take inspiration from!

Tips to help you write your Application Support Engineer resume in 2024

   demonstrate technical programming skills through projects..

Your projects that are built upon various programming languages and frameworks can make a difference to your resume. Some of the most important languages that employers often look for are Java, C++, Javascript, .Net languages as well as HTML. Some framework examples can include Emmet, jQuery, Bootstrap as well as Sass.

   Show your abilities in using common software tools.

Experience with data management, online platform development, and proprietary business software can help your resume stand out. It demonstrates your capacity for successfully managing the technical components of your profession and establishes your skills before you even get the job! Some of these software includes Apache Hadoop and Ajax.

Skills you can include on your Application Support Engineer resume

As a hiring manager who has recruited technical support professionals at companies like Google, Microsoft, and Apple, I know what it takes to create a standout resume in this field. The following tips will help you showcase your skills and experience in a way that catches the attention of potential employers and sets you apart from other candidates.

   Highlight your technical expertise

Employers want to see that you have the technical skills needed to excel in a technical support role. Be sure to highlight your expertise in the following areas:

• Operating systems like Windows, Mac OS, and Linux
• Hardware components such as servers, routers, and switches
• Networking protocols and troubleshooting techniques
• Remote desktop and screen sharing tools

Avoid simply listing these skills without context. Instead, provide specific examples of how you've used them to solve problems and support end-users. For example:

Resolved complex network connectivity issues by analyzing packet captures using Wireshark and implementing firewall rule changes to restore service for over 500 users.

   Quantify your impact with metrics

Numbers speak louder than words when it comes to demonstrating your value as a technical support professional. Use metrics to quantify the impact of your work, such as:

• Number of tickets resolved per day/week/month
• Average resolution time for support requests
• Customer satisfaction scores or ratings
• Percentage reduction in escalations or repeat issues

Avoid vague statements that lack context, like:

• Handled a high volume of support tickets
• Provided excellent customer service

Instead, be specific and use numbers to back up your claims:

• Consistently resolved an average of 50+ support tickets per week while maintaining a 98% customer satisfaction rating
• Reduced average ticket resolution time by 30% through process improvements and automation

   Showcase your problem-solving skills

Technical support is all about troubleshooting and problem-solving. Employers want to see examples of how you've used your analytical skills to diagnose and resolve complex issues. When describing your experience, focus on:

• The specific problem or challenge you faced
• The steps you took to investigate and identify the root cause
• The solution you implemented to resolve the issue
• The impact of your resolution (e.g. number of users affected, system downtime avoided)

For example:

Investigated and resolved a critical application performance issue affecting over 10,000 users worldwide. Collaborated with development teams to identify a memory leak in the code and implemented a patch, restoring normal operation within 2 hours and preventing an estimated $50,000 in lost productivity.

   Highlight your communication skills

As a technical support professional, you'll often need to explain complex technical concepts to non-technical users. Employers want to see that you have strong communication skills and can adapt your language to your audience. In your resume, include examples of how you've:

• Clearly explained technical solutions to end-users
• Created user guides, knowledge base articles, or other documentation
• Collaborated with cross-functional teams to resolve issues
• Presented technical information to stakeholders or leadership

Created a series of user guides and video tutorials on common IT issues, reducing helpdesk ticket volume by 25% and empowering users to resolve basic problems on their own.

   Include relevant certifications and training

In the technical support field, certifications demonstrate your knowledge and commitment to staying current with industry best practices. Be sure to include any relevant certifications you hold, such as:

• CompTIA A+, Network+, or Security+
• Microsoft Certified Solutions Expert (MCSE)
• Cisco Certified Network Associate (CCNA)
• ITIL Foundation

In addition to certifications, highlight any relevant training or professional development you've completed. This could include vendor-specific courses, online learning platforms like Coursera or Pluralsight, or in-person workshops and conferences.

Remember, the key is to focus on certifications and training that are directly relevant to the technical support role you're seeking. Avoid listing certifications that are outdated or not applicable to the position.

   Tailor your resume to the job description

One of the biggest mistakes job seekers make is using the same generic resume for every application. To stand out, you need to tailor your resume to the specific job description and company. Here's how:

• Read the job description carefully and identify the key skills, experience, and qualifications required
• Highlight the parts of your background that match these requirements, using similar language and keywords
• Include specific examples and metrics that demonstrate your fit for the role
• Research the company and industry, and incorporate any relevant insights or terminology

For example, if the job description emphasizes experience with cloud computing platforms like AWS or Azure, be sure to highlight any relevant projects or certifications you have in this area. If the company is known for its commitment to customer service, include examples of how you've gone above and beyond to support end-users.

By tailoring your resume to the specific job and company, you'll show employers that you've done your research and are a strong fit for the role.

Writing Your Technical Support Resume: Section By Section

  header, 1. put your name front and center.

Your name should be the largest text on your resume, typically 14-16pt font. It's best to use the name you use in professional contexts, which is likely the same one on your LinkedIn profile.

Make sure your name is on its own line and stands out from the rest of your contact details:

• John Q. Smith
• 123-456-7890 | [email protected] | linkedin.com/in/johnqsmith

Avoid these common mistakes:

• JOHN QUINCY SMITH (all caps looks unprofessional)
• John Smith, Technical Support Specialist (no job titles)
• John Smith, 123 Main St, New York, NY 10001, 123-456-7890, [email protected] (full address is unnecessary)

2. Include essential contact details

In addition to your name, your header should contain:

• Phone number
• Professional email address
• LinkedIn profile URL
• City and state (optional)

Technical support roles often require troubleshooting via phone, so listing your number is important. Use a professional email with a simple format like [email protected] . Avoid outdated domains like AOL or Hotmail that might age you.

Bad example:

• [email protected]

Good example:

If you have a strong LinkedIn profile, include the URL. Recruiters often cross-reference it with your resume. Just use the unique part after linkedin.com/, not the full link.

Tip: Ensure your LinkedIn is as compelling as your resume. Use our free LinkedIn Review tool to optimize your profile and showcase your technical support expertise.

3. Keep it clean and simple

Stick to a clean, easy-to-read design for your header. Use a common font like Arial or Calibri. Bold your name and consider using light dividing lines to separate it from your other details.

John Smith ———————— [email protected] | 212-555-1234 | New York, NY | linkedin.com/in/jsmith

Avoid graphics, photos, logos or other embellishments in your header. Applicant tracking systems can have trouble parsing those elements. Busy hiring managers also prefer simple, straightforward headers.

Remember, the goal is to make it easy for recruiters to know who you are and how to contact you. An uncluttered header with key details does the job best.

  Summary

A resume summary for technical support roles is optional. It can be beneficial if you're making a career change and your past experience doesn't directly align with technical support, or if you're an experienced professional with many years in the field. A summary allows you to provide additional context and highlight key skills that may not be immediately apparent from your work history alone.

However, avoid using an objective statement, as they are outdated and focus on your own goals rather than how you can contribute to the company. Instead, use your summary to showcase your most relevant qualifications and the value you bring to a technical support position.

To learn how to write an effective resume summary for your Technical Support resume, or figure out if you need one, please read Technical Support Resume Summary Examples , or Technical Support Resume Objective Examples .

1. Tailor your summary to the specific role

When crafting your technical support resume summary, it's crucial to align it with the specific job requirements. Many candidates make the mistake of using a generic, one-size-fits-all summary:

Experienced IT professional seeking a challenging technical support position to utilize my skills and grow my career.

Instead, highlight your most relevant technical support qualifications and the value you offer:

Technical Support Specialist with 5+ years of experience troubleshooting and resolving complex hardware, software, and network issues. Skilled at communicating with non-technical users and providing exceptional customer service. Seeking to leverage my expertise to improve customer satisfaction and retention for [Company Name].

2. Quantify your achievements

When possible, use numbers and metrics to quantify your accomplishments in your summary. This helps provide concrete evidence of your abilities and makes your summary more impactful. Compare the following examples:

• Experienced in resolving technical issues and providing customer support

Instead, quantify your experience like this:

• Resolved an average of 50+ technical support tickets per week while maintaining a 95% customer satisfaction rating

By incorporating numbers, you give hiring managers a tangible sense of your capabilities and the level of impact you can bring to their technical support team.

3. Showcase your technical and soft skills

A standout technical support resume summary should highlight both your technical expertise and your soft skills. Technical skills demonstrate your ability to troubleshoot and resolve issues, while soft skills show you can effectively communicate with and support customers.

Include specific technical skills, tools, and methodologies you're proficient in:

• Proficient in Windows, macOS, iOS, and Android troubleshooting
• Experienced with remote desktop tools, ticketing systems, and knowledge bases

Complement these with relevant soft skills:

• Excellent active listening and problem-solving abilities
• Strong written and verbal communication skills

By showcasing both skill sets in your summary, you demonstrate that you have the well-rounded expertise needed to excel in a technical support role.

  Experience

Your work experience section is the heart of your resume and should effectively demonstrate your ability to excel in a technical support role. Highlight your most relevant and impressive accomplishments, and show the impact you've made in previous positions.

1. Focus on customer service and problem-solving skills

Emphasize your customer service expertise and problem-solving abilities, as these are crucial for success in technical support roles. Showcase specific examples of how you've assisted customers and resolved complex issues.

• Resolved an average of 50+ customer inquiries daily, maintaining a 95% customer satisfaction rating
• Troubleshot and resolved complex software issues, reducing average ticket resolution time by 25%

Avoid generic statements that don't highlight your specific contributions:

• Responsible for answering customer questions
• Helped customers with technical problems

2. Highlight technical expertise and tools

Demonstrate your proficiency with relevant technical tools, systems, and methodologies used in your previous roles. This showcases your ability to adapt to new technologies and work efficiently.

• Expertly navigated Zendesk CRM to manage and prioritize customer tickets
• Utilized advanced troubleshooting techniques to diagnose and resolve network connectivity issues

Compare this to a resume that lacks specific tools and technologies:

• Used a ticketing system to manage customer inquiries
• Helped customers with network problems

3. Quantify your achievements with metrics

Whenever possible, use metrics to quantify your achievements and demonstrate the impact of your work. This helps hiring managers understand the scale and scope of your contributions.

• Implemented a new troubleshooting guide, reducing average call handle time by 90 seconds
• Maintained a first-call resolution rate of 85%, surpassing team targets by 15%

Improved efficiency by creating a troubleshooting guide and consistently met first-call resolution targets

While this example mentions positive achievements, it lacks the specific metrics that make the accomplishments more tangible and impressive.

4. Showcase promotions and career growth

If you've been promoted or taken on additional responsibilities in your previous technical support roles, make sure to highlight this in your work experience section. This demonstrates your ability to grow and succeed within an organization.

• Promoted to Senior Technical Support Representative after consistently exceeding performance targets
• Trained and mentored a team of 5 junior support representatives, contributing to a 20% increase in overall team efficiency

Avoid downplaying your career progression with vague statements:

• Worked as a Technical Support Representative and then got promoted
• Helped train new team members

  Education

The education section of your technical support resume should be concise and highlight your most relevant qualifications. It's important to tailor this section to the specific job you're applying for, emphasizing the skills and knowledge that are most valuable in the technical support field.

1. List your highest degree first

Start with your most recent or highest level of education, such as a bachelor's or associate's degree in a relevant field like computer science, information technology, or engineering. If you have multiple degrees, list them in reverse chronological order.

Bachelor of Science in Computer Science University of California, Los Angeles Graduated: May 2020

2. Include relevant coursework and projects

If you're a recent graduate or have limited work experience, highlighting relevant coursework and projects can demonstrate your skills and knowledge to potential employers. Focus on courses and projects that showcase your technical abilities, problem-solving skills, and customer service experience.

• Relevant Coursework: Network Administration, Database Management, Software Troubleshooting
• Senior Project: Developed a user-friendly troubleshooting guide for common software issues, reducing support ticket response time by 20%

3. Showcase technical certifications

In the technical support field, certifications can be just as valuable as traditional degrees. If you have earned any relevant certifications, such as CompTIA A+, Network+, or ITIL, include them in your education section or create a separate 'Certifications' section.

CompTIA A+ Certification Earned: September 2021

For senior-level technical support professionals, it's important to keep the education section concise and focus on your most impressive qualifications. Avoid listing outdated or irrelevant certifications, as they may distract from your more recent achievements.

4. Tailor your education section to the job

When applying for technical support positions, it's essential to customize your education section to highlight the skills and knowledge that are most relevant to the specific job. Review the job description carefully and emphasize the qualifications that match the employer's requirements.

For example, if the job description mentions a preference for candidates with experience in a specific operating system or software, make sure to highlight any related coursework or certifications you have.

• Bachelor of Arts in English Literature
• Relevant Coursework: Creative Writing, British Literature, Poetry Analysis
• Bachelor of Science in Information Technology
• Relevant Coursework: Operating Systems, Network Security, Technical Writing

Action Verbs For Technical Support Resumes

Actions speak louder than words. But for a technical support resume, action words speak the loudest to recruiters. Your profile should show words like … and … to display your ability to work best as technical support personnel. It is the profession where your past performance plays a great role so make sure to add these action verbs to your resume wherever possible:

• Troubleshoot
• Implemented

For more related action verbs, visit IT Action Verbs .

For a full list of effective resume action verbs, visit Resume Action Verbs .

Action Verbs for Technical Support Resumes

Skills for technical support resumes.

What goes into creating solid technical support? It certainly helps to have a solid grasp of programming languages and networks. But it's not just scientific and technology-based; it also involves sharing ideas and working in teams to find solutions to a wide range of issues. Effective time and project management is another skill that technical support must possess.

Having certifications in technical engineering, university degrees along with relevant hard skills should be included in your resume. They help recruiters identify a successful applicant who is experienced in the field and has solutions to all problems. Here is a list of all skills that you should include in your resume as long as you possess them:

• Technical Support
• Troubleshooting
• Active Directory
• Windows Server
• Operating Systems
• Software Installation
• System Administration
• Computer Hardware
• Network Administration
• Microsoft Access
• Engineering
• Telecommunications
• Virtual Private Network (VPN)
• IT Service Management
• Project Management
• Domain Name System (DNS)
• Dynamic Host Configuration Protocol (DHCP)
• Internet Protocol Suite (TCP/IP)
• Customer Service

How To Write Your Skills Section On a Technical Support Resumes

You can include the above skills in a dedicated Skills section on your resume, or weave them in your experience. Here's how you might create your dedicated skills section:

Skills Word Cloud For Technical Support Resumes

This word cloud highlights the important keywords that appear on Technical Support job descriptions and resumes. The bigger the word, the more frequently it appears on job postings, and the more 'important' it is.

How to use these skills?

Other engineering resumes, cloud engineer.

Desktop Support

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Technical Support Representative Resume Samples

The guide to resume tailoring.

Guide the recruiter to the conclusion that you are the best candidate for the technical support representative job. It’s actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This way, you can position yourself in the best way to get hired.

Craft your perfect resume by picking job responsibilities written by professional recruiters

Pick from the thousands of curated job responsibilities used by the leading companies, tailor your resume & cover letter with wording that best fits for each job you apply.

Create a Resume in Minutes with Professional Resume Templates

• Create and update operations manuals containing all the details of work to be performed for each client
• Troubleshoot student workstation problems and technical issues for full spectrum of users providing effective and efficient assistance
• Develops and leads improvements and/or solutions to work processes and tools
• Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks
• Work closely with the development team on troubleshooting any issues, providing detailed input to diagnose and resolve client issues
• Engage in software development discussions to create/improve our systems
• Perform analysis to help merchants improve their approval ratios and help them make more money by way of our software
• Prepare weekly reports for management regarding visits to customer sites, work performed
• Analyze customer workflows and advise them on improvements that can be made to increase efficiency
• Develop basic knowledge of change management process and tools
• Provide direct post-sales systems technical support to end users and HP Authorized Service Providers
• Provide hardware support and services on Enterprise Environment (servers and storage)
• Perform on-site installations, break fix repairs, customer training, and configuration of HP Scitex printing equipment
• Use proactive monitoring procedures/tools to identify problem prevention opportunities
• Provides contact through telephone support and simulates or recreates problems to provide resolution to client for operating difficulties
• Participate in and support company-wide initiatives such as continuous process improvement in order to improve service, reduce costs, and improve quality
• Provides contract through telephone support and simulates or recreate problems to provide resolution to client for operating difficulties
• Works with development staff to determine problem solutions
• Communicates effectively and professionally with co-workers, management and other departments
• Works with development personnel to determine problem solutions
• Communicates client suggestions for enhancements to Account Manager or Service Manager
• Google product knowledge & experience
• Experience independently responding to and resolving support calls quickly
• Ability to quickly grasp, understand and use new technologies
• Ability to maintain composure while working under pressure during major network and systems emergencies
• Create and update product-/process documents and knowledge-base
• Able to multi-task to effectively switch between project management and daily systems support requests
• Ability to manage own work independently and interact with effectively with remote location management
• Creative problem solving skills and good customer follow up skills
• Strong interpersonal skills and the ability to work in a team environment
• Some knowledge about software development methodologies

15 Technical Support Representative resume templates

Read our complete resume writing guides

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• Assist home buyers and sellers in developing and executing plans for their real estate needs
• Act as the liaison between ForSaleByOwner.com clients and our MLS selling tools
• Work with clients to educate them on best practices to sell their home
• Maintain frequent contact with clients to ensure customer satisfaction
• Support the website users technically
• Work with leadership team to resolve client issues
• Use consultative sales methods to sell ForSaleByOwner.com services and solutions as they evolve
• Manage the client database
• Follow coaching guidelines and defined sales process to meet established goals
• Complete assigned work autonomously, with guidance from your leaders, as appropriate
• Take ownership and accountability for sales numbers and customers
• Call center experience strongly preferred (1-2 years)
• Real Estate experience is a plus (1-2 years)
• 4 year college degree or sales work experience
• Must be positive, people oriented and energetic
• Ability to articulate and professionally communicate in person and over the phone
• Strong initiative/self-motivated overachiever with a strong desire to exceed goals
• PC literacy is necessary including MS Office and Outlook, and in addition ability to learn our in house CRM
• Good analytical and problem solving skills to evaluate business and market problems and apply technology and domain knowledge to identify appropriate solutions
• Very organized and detail oriented
• Please apply with resume and salary requirements

Technical Support Representative Resume Examples & Samples

• Solve customer's problems/issues and being a Subject Matter Expert on tools configuration, integration and usage (over 20 different development tools)
• Work for our Customers around the globe
• Escalate unsolved problems to 2nd/3rd /4th level
• Identify opportunities for service improvements and implement them with the help of the management
• Participate in Incident Management calls and their follow-up meetings
• Develop customer specific reports
• Develop customer specific reports Requirements
• At least 1 year of experience in IT
• Some experience and/or interest in software development environment (as a support, administrator, configuration specialist or similar)
• Familiarity with software development tools
• Understanding of common issues/alerts and their troubleshooting in a distributed and global environment
• Good English language skills is a must,
• Highly service oriented
• Very good analytical skills
• Scripting skills
• Effectively manage the support process by communicating with customers to gather information quickly, present ideas in a user-friendly language to non-technical users, and document in detail steps taken to resolve the issue
• Respond to customer requests for technical resolution, using technical product knowledge, and analytical skills while adhering to sound technical principles, standards and practices
• Knowledge sharing and communicate updates amongst the team to ensure all team members have the latest information on all ongoing issues
• Escalate issues as required, acting as the liaison between the customer and escalation points such as Network Operations, R&D, Engineering, and other internal departments
• Excellent verbal and written communication skills in English and fluency in Japanese is a must
• Ability to work independently and prioritize multiple tasks quickly and efficiently is a must
• Ability to manage time in a high activity, high transaction, ever changing environment is a must
• Prior experience in a high-volume, fast paced technical support environment preferred
• Technical expertise in various Microsoft Windows operating systems and Microsoft Office applications in preferred
• Experience in troubleshooting desktop PCs, laptops, Mac, and mobile device platform is preferred
• Accomplishes staff results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining employees; initiating, coordinating, and enforcing systems, policies, and procedures
• Maintains staff by recruiting, selecting, orienting, and training employees; maintaining a safe and secure work environment; developing personal growth opportunities
• Maintains organization's effectiveness and efficiency by defining, delivering, and supporting strategic plans for implementing new technologies
• Directs technological research by studying organization goals, strategies, practices, and user projects
• Completes projects by coordinating resources and timetables with user departments
• Preserves assets by implementing disaster recovery and back-up procedures and information security and control structures
• Recommends strategies, policies, and procedures by evaluating organization outcomes; identifying problems; evaluating trends; anticipating requirements
• Manage off-site production
• Provide assistance and training to customers for all new technology being introduced
• 5+ years in a Senior or Team Lead Role, Technical Understanding, Analyzing Information, Sharing information, Problem Solving, Strategic Planning,
• Knowledge of PC/MAC hardware

Global Technical Support Representative Resume Examples & Samples

• 1-5 years' experience in a help-desk environment supporting end-users over the phone
• Proven excellence in customer service
• Aptitude to multitask with a high volume of projects
• Proactive self-starter
• Team player with an ability to operate at all levels in a matrixed organization

Global Technical Support Representative Sao Paulo Resume Examples & Samples

• Must submit English version of CV/Resume**
• Fluent Portuguese, English and Spanish language skills (written, read and verbal) required
• 1-2 years experience preferred working in a help-desk environment and a general knowledge of IT related subjects is highly desirable
• Outstanding communication and interpersonal skills with the ability to maintain a

Technical Support Representative Mandarin And Resume Examples & Samples

• Day to day support of all our customers from global financial hubs including Sydney, Tokyo, London, & New York. Support is primarily over the phone, via Instant Bloomberg (IB) chats, and e-mails
• Establish and maintain relationships with customers to communicate technical issues & requirements to remedy and/or prevent service outages
• Excellent verbal and written communication skills in English and fluency in Cantonese and/or Mandarin is a must
• Basic TCP/IP knowledge and network troubleshooting experience is preferred
• One to two years of experience in software content, internet and system administrator activities
• Technical, trade or business certificate preferred
• Course work in telephony and/or applications programming is highly desirable
• Working knowledge and understanding of central server, personal/micro computers, peripheral devices, telephony and transmission
• Basic understanding of the data processing environment and the impact to business functions when systems and/or applications are unavailable

Technical Support Representative, Call Center Resume Examples & Samples

• Promotes quality customer experience, honest and committed customer care in a call center environment
• Engages in real-time troubleshooting with customers to resolve technical issues in a call center environment
• Educates residential Cox customers about the installation and use of products in a call center environment
• Captures opportunities to offer additional or upgraded services to customers as available, while providing a quality customer experience in a call center environment
• Lives the Cox Values, by demonstrating an approach towards people and work that is consistent with the overall values of the company
• Work in call center environment answering inbound customer calls concerning inquiries about one or more Cox products
• Discover the root cause of customer problems and identify the action required to resolve, whenever possible, using company databases, customer information, and collaboration with other departments
• Engage in real-time troubleshooting while the customer is on the phone and schedule a service appointment in the system if the problem cannot be resolved
• Provide total customer service by answering basic questions about programming over the phone and partnering customers with Sales for complex questions
• Build customer loyalty by placing follow-up calls to customers after receiving acknowledgment of action taken by other Cox departments
• Provide customer support by asking questions and listening to customers in order to understand their needs, requests, or problems

Digital Imaging Technical Support Representative Resume Examples & Samples

• Responsible for providing dealer and direct technical support
• Responsible for delivering product specific technical training
• Provides field technical support
• Assists on the quality of technical related information created. Assists in the creation and delivery of technical documents, technical seminars, bulletins and knowledgebase articles to the service engineers
• Assists in creating newly developed processes, procedures and flows of technical support activities, special projects, and training materials. Some examples include SOP; Standard Operating Procedures, Work Instructions, Technical Bulletins
• Communicates all complaint handled processes thru the proper internal channels of Virtual Imaging
• Communicates with Engineering, Production and R&D, any critical technical and non technical field related issue
• Bachelor's degree or equivalent required
• 5+ years of proven prior experience
• Fluoroscopy knowledge a must
• Experience in the Medical Imaging field is highly desired
• Education in a technical field is highly desired
• Some business education or experience is highly desired
• Understanding and knowledge of technical related processes and procedures is desired
• Must have a valid Driver's License and proof of insurance to accommodate local travel
• Must be able to obtain credit for related travel expenses (lodging, car rental, meals, incidentals, etc.)
• Knowledge of safety and regulated procedures and standards

Field Technical Support Representative Resume Examples & Samples

• Understands customer goals; identifies consequences of various solutions
• Maintains a high level of customer satisfaction by clarifying what the customer needs and ensuring that they are met
• Handles customer-relations problems promptly and appropriately, escalates issues according to established procedures
• Monitor alerts using HP Tools and take appropriate actions to resolve issue or facilitate repair calls
• Administrative work completed daily
• Keep up-to-date on all HP printer products
• Experience working directly with customers
• Position requires up-to-date technical knowledge in hardware technology
• Applicant should possess technical aptitude and is able and willing to learn and to retain further technical knowledge and
• Demonstrated success to work independently, with success in prioritization, planning and teamwork
• Requires a strong aptitude to work independently, parallel processing and very strong effective communication skills
• Taking appropriate risk, exercising solid business judgment, and printer industry knowledge is preferred
• Interacts with Customer to ensure Customer satisfaction following established procedures
• Performs installations, reinstallations, maintenance, and repairs on Customer equipment
• Delivers standard services
• Uses data from known resources to ensure customer product needs are met
• Solves product level problems onsite with individual customers
• Overall Customer Satisfaction measured at product repair level
• Meets commitments within specified timeframe
• Follows established product escalation procedures
• Provides technical information to Customer and escalation team for individual product repairs
• Repair related growth opportunities explored

Entry Level Field Technical Support Representative Hardware Break Fix Resume Examples & Samples

• Deliver a range of technical support services to our clients
• Maintain high level Customer satisfaction by clarifying Customer needs and ensuring that they are met
• Handle Customer relation problems promptly and appropriately, escalate issues according to established procedures
• Respond to service, product, technical, and customer relations questions
• Minimum Vocational/Diploma (technical field) equivalent with 1-2 years of working experience in related fields,
• Basic understanding of technical IT support knowledge, as well as basic project management skills and communication and analytical problem-solving skills
• Ability to build and maintain ongoing relationships with customers, peers and support partners
• Ability to perform well in high-pressure situations
• Ability to work independently and be self-disciplined
• Ability to learn and comply with organization and policies

Print Field Technical Support Representative Resume Examples & Samples

• Valid driver's license required along with acceptable driving record
• Repair experience on HP 8060/8050 Printers; Edgelines
• Working special hours/assignments may be required
• Demonstrated success to work independently with success in prioritization, planning and teamwork
• Taking appropriate risk, exercising solid business judgment and printer industry knowledge is preferred
• Prevent unplanned outages or data loss by proactively escalating issues
• Provide software service, post-sales or service delivery support for local accounts on standard systems
• Mentor /Coach new hires on work process and procedures
• Minimum Vocational/Diploma/Associate Degree (technical field) with 6+ years of working experience in related fields
• Bachelor’s Degree with at least 4 years of relevant work experience
• Experience with support of full range of HP products in Customer base
• Proactive account management experience
• Ability and willingness to participate in 24x7 on-call rotation
• Demonstrate state-of-the-art technical, functional or business knowledge
• Demonstrate strong knowledge of O/S, UNIX, and networking
• Maximize systems availability as a technical specialist highly trained in heterogeneous data center environments
• Demonstrate excellent communication, and presentation skills, with both verbal and written presentation
• Superior Customer relationship building skills that help move from transactional relationship to long-term relationship
• Ability to perform while under extremely high pressure situations
• Demonstrate skills in management, planning, problem solving, innovation, analysis, communication and negotiation
• Secure ITIL knowledge /certification with the ability to communicate business and IT alignment value
• Valid Driver’s License and Clean Driving Record
• Current Security Clearance or the ability to obtain and maintain security clearance required
• Technical certifications a plus

Indigo Field Technical Support Representative Resume Examples & Samples

• Maintain High Level Customer Satisfaction
• Handle Customer Relations
• Provide Pre & Post Sales Service Delivery Support
• Solve Technical Problems, Hardware, SW, Process
• Communicate and inform management

Entry Level Field Technical Support Representative Resume Examples & Samples

• Minimum Vocational/Diploma (technical field) equivalent with at least one year of working experience in related fields,
• Minimum Vocational/Diploma (technical field) equivalent with at least one year of working experience in related fields, or Associates or Bachelor’s Degree (technical field) holder with no or less than 1 year relevant working experience
• Valid Drivers License and Clean Driving Record
• Ability to obtain security clearance a plus

Volume Services Business Technical Support Representative Resume Examples & Samples

• Moderately complex troubleshooting skills
• Basic analytical and communications skills
• Proficient in professional oral, written and telephone communication skills
• Ability to maintain ongoing relationships with customers, peers and support partners
• Ability to effectively interact and communicate with people at operation levels
• Perform reporting and administrative functions. Manage time effectively
• Provide software service, post- sales or service delivery support for local accounts on standard systems
• Comprehensive business, technical, or functional knowledge, as well as some project management skills experience, good verbal and written communications and analytical problem-solving skills
• Minimum Diploma/ Associate Degree (technical field) equivalent with 1-2 years of working experience in related fields, or Degree holder with less than 1 year relevant working experience
• Relevant product/company knowledge
• Basic and complex troubleshooting skills
• Fundamental presentation skills
• Ability to gather relevant information systematically and to solve problems, anticipate needs, develop and propose solutions and gain agreement
• Ability to effectively interact and communicate with people at all levels
• Assist the customer with ongoing product training on device features and best practices during routine preventative maintenance or break/fix engagements
• Broad knowledge of corporate policies, products, markets and processes, as well as an understanding of business management principles and practices. Thorough knowledge of administrative or technical
• Recognized as an expert in one or more industry or advanced specialty areas
• Demonstrated strong knowledge of O/S, UNIX, and networking
• General knowledge of PC & Mac hardware/software, networking, mobile communication and Microsoft Office applications
• Excellent written and verbal communication skills in English and Portuguese
• Ability to work effectively in a fast-paced, innovative environment demonstrating high energy, a sense of urgency, and decisiveness
• Outstanding interpersonal skills with the ability to maintain a professional demeanor when handling complex user issues
• � Bachelor's degree or equivalent experience
• � 1-5 years' experience in a help-desk environment supporting end-users over the phone
• � General knowledge of PC & Mac hardware/software, networking, mobile communication and Microsoft Office applications
• � Outstanding interpersonal skills with the ability to maintain a professional demeanor when handling complex user issues
• Receiving or/and making calls to be able to respond to client concerns/ request that are basic technical in nature
• You have to provide technical advice and guidance to Help Desk CSRs for reported incidents for which the CSR cannot find a knowledge document
• Help Desk focal point for reported High Severity incidents, sending out email alerts, and resolves, updated client website and VRU
• Should have proven knowledge of Computer systems and functions. Eg. Laptop, Desktop & Printers
• Should possess proven knowledge of mobile devices like Blackberry, I Phone, other smart phones etc
• Should have proven knowledge of operating systems like Windows XP, d) Windows 7 and Windows
• Proven communication Skills to be able to effectively communicate with customers over Phone / email
• Knowledge on Mail clients like Lotus and MS Outlook
• 0 to 1 year of relevant work experience
• Basic knowledge in IT Trouble Shooting
• Troubleshoots user problems requiring a working understanding of the desktop environment and a basic understanding of inter-related technologies
• Perform password resets for computer and voicemail applications
• Monitors open Incidents on a daily basis to ensure that requests are being handled in a timely manner
• Escalates incidents / service requests as appropriate
• Ability to troubleshoot remote technologies (i.e. VPN, Citrix Client, Remote Desktop and wireless solutions)
• Works to assess the customer’s comfort level with technology, and may have to manage the customer’s anxiety and to determine the actual nature, or underlying cause, of a user problem
• Can problem-solve most standard desktop problems
• Repairs PCs/peripherals following established procedures
• Selects specifications for new desktop equipment based on user needs and configures as appropriate
• Configures and installs new desktop hardware
• Supports mobile devices and AV equipment, installing, troubleshooting and supporting as needed
• Documents problems and resolutions
• Follows up with the customer to ensure that problems have been addressed successfully
• Possesses working knowledge of standard desktop hardware and software and able to address most issues by following established procedures
• Builds expertise in standard desktop hardware and software and the ability to resolve customer issues
• Has a basic understanding of network connectivity and infrastructure
• Assist with Video Conferencing setup and troubleshooting in Conference rooms
• Support mobile devices (Iphones, Ipads, Adroid tablets)
• Installs desktop software, including upgrades
• Typical candidates will possess 2+ years of experience in a technical support role, potentially including “hands on” internship experience
• Minimum of 2 years work related experience
• Strong customer service skills, positive attitude, excellent problem- solving, communication, and organizational skills
• Strong knowledge of Help Desk ticketing software (i.e. ServiceNow)
• Exceptional knowledge of all Microsoft Operating Systems and Mac Operating Systems
• Exceptional Knowledge of all Microsoft Office Suites, including Outlook/Exchange and Office for Mac
• Strong knowledge providing hardware breakfix for PC and MAC systems, laptops, Mobile devices, and printer hardware
• Ability to independently troubleshoot new technologies as they emerge
• Has a general understanding of the company’s products, services and basic business processes, and the ability to prioritize the criticality of a user area or application requiring support
• Understands the technology organization and where to escalate customer or operational problems
• Can effectively choose from among many different procedures or approaches in order to implement a solution
• Courteous and tactful at all times with customers and MTS colleagues. Diffuses problem situations effectively. Is always seen by customers as professional and helpful
• Effectively probes customers to determine the actual nature, or underlying cause, of a customer problem
• Operates effectively as part of a larger team and in managing own work
• Strong desire to help others (customer service), friendly, motivated, positive attitude, excellent problem solving, verbal and written communication skills
• Exceptional Knowledge of all Microsoft Office Suites, including Outlook and Entourage (Office 2003, Office 2007, Office 2010, Office 2013 and Office for Mac 2011)
• Exceptional knowledge of Microsoft Operating Systems (WIN7)
• Exceptional knowledge of Macintosh Operation Systems (Leopard and Snow Leopard)
• Strong knowledge of PC systems and MAC systems (desktop and laptop), as well as wireless devices and printer hardware
• Ability to troubleshoot remote technologies (RDP, VPN, Citrix, etc.)
• Ability to troubleshoot wireless handheld devices (Blackberry, Droid, iPhone, iPad, etc)
• Previous experience with tracking tickets in an incident management system
• Excellent ability to follow procedures and processes to ensure we remain IT Compliant
• Previous experience with Active Directory is desired
• Knowledge of VOIP technology a plus
• Knowledge of Cisco telephone system a plus
• Ability to keep pace in a fast moving environment
• Proven track record of being detail oriented, with outstanding follow-through
• Ability to communicate technical subject matter to non-technical staff
• Knowledge of Video Conferencing systems (CMA, RMX and MGC)
• Field support emails and calls from users about our product offerings
• Educate our users on how to use Venmo to send and receive payments
• Work to continuously learn about the industry in hopes of quickly becoming an expert
• Problem solve like it’s your job, because…well, it is
• Provide technical support to our customers globally by means of telephone, chat and email
• Maintain an outstanding customer service focus whilst dealing with clients
• Ensure all team members have the latest information on all ongoing issues by sharing knowledge and updates
• Field Service Operations
• Human Resources
• Internal Audit
• Deliver support services to end-users via remote connection or over the Internet
• 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 symptoms
• Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients and more
• Minimum 2 years Technical Support Experience
• Ability to do shift work as required
• A strong technical background ideally including experience with .net & android technology
• Knowledge of databases & development tools
• Knowledge of Spanish is an advantage
• Manage and provide expertise on our infrastructure, operational environments and engineered products
• Assess impact of new changes and releases on the operational environment
• Solve customer's problems/issues and being a Subject Matter Expert on tools configuration, integration and usage
• Lead incident management calls and participate in problem resolution
• Run various side projects inside organization related to process and technical area changes
• Collaborate closely with developers to assure new services are properly handed-over into operations
• Good linux skills and wide systems administration experience (e.g. linux, tomcat, apache, nagios, postgresql, oracle, etc …)
• Some web development experience (e.g. Java, PHP, Python, Perl, HTML, CSS. HTTP)
• Good networking knowledge
• Very good troubleshooting skills in a complex environment. Understanding of common issues/alerts and their troubleshooting in a distributed and global environment
• Experience in performance tweaking
• Good knowledge about software development methodologies
• Willingness to take responsibility and initiative
• Good English language skills is a must
• Learn to configure and support the process for wireless and VPN connectivity, network addressing, infrastructure design, session management, RADIUS authentication, as well as, general troubleshooting for multiple computer platforms
• Follow templates and scripts to provide remote technical support to end users
• Provide end user support including login assistance, wireless device support (iPhones, iPad’s, Android Devices, Windows Phone, BlackBerry, etc.), computer troubleshooting, issue resolution and general wireless session problem solving
• Track, monitor, and follow up on inquiries or requests to ensure client satisfaction
• Work closely with the development and test teams to ensure issues are corrected and usability problems are understood
• Escalate call(s) to Tier 2 support group for problem resolution in matters of greater complexity
• Report to technical support vertical manager and senior manager
• Sports fan or knowledge of sports websites helpful
• Minimum of 1-2 years proven customer support experience
• Computer helpdesk experience is an asset
• HTML knowledge helpful
• Demonstrable computer knowledge required: Browsers (IE, FF, Chrome, etc; Windows Media Player, Flash, etc; Devices)
• Have used specialized knowledge to provide customers with pleasant and patient personalized assistance
• Regular monitor the circle incident & close them within a SLA and to minimize the redundant issues
• Regular analysis the data related with compliance, Asset, incidents etc. for achieving the SLAs and provide the action plan for enhance the quality and minimize the gap
• Conduct need based Operations Review with Bharti IT Managers for enduser service management with Customer Satisfaction being the prime focus
• Interacting with the various Central IBM teams for issue resolution
• Ensuring the various Central Team Reports
• Monitoring Incident tickets for better Resolution and Response time with Central Teams
• Incident Reporting
• Regular meeting with Vendor Team to discuss the tasks at hand and the pending tasks
• Outlining the responsibilities and assigning the tasks to respective team members
• Handling all escalations of customer support calls. (Client level calls of all senior personals). Coordinating with various support teams for fast issue resolution for the end user with personal intervention
• Sharing with business the weekly Critical User Call Track sheet
• Handling a team of 8 engineers providing support to Bharti Airtel Ltd. and work proactively to address performance bottlenecks and the skills
• Arranging technical training program for support executives for existing and new applications
• Co-ordination with IBM & Bharti Project IT Heads
• Ensuring all IBM/Bharti processes are adhered to and followed in daily tasks,
• Minimum of 1-2 years proven support experience
• HTML and CMS knowledge helpful
• Willing to work 5 pm to 2 am, including weekends and holidays
• Time management skills and high attention to detail
• 1-2 years experience preferred working in a help-desk environment or a general knowledge of IT related subjects is required
• Basic network knowledge and/or experience troubleshooting connection issues is highly desirable
• Outstanding communication and interpersonal skills with the ability to maintain a professional demeanor when handling complex user issues
• Multi-tasking skills and ability to work well under pressure

Client Technical Support Representative Resume Examples & Samples

• Previous client service experience is preferred
• Financial industry experience is beneficial
• Must be able to make decisions and solve moderate to complex problems with precedents, and know when to refer more complex or far reaching decisions to supervisor
• Must be team-oriented
• An overall understanding of the work environment and process with working knowledge of the organization and intermediate level of technical skills necessary for completing assignments
• Proficiency with computers and related office equipment. Comfortable in installing and un-installing software package on workstations
• Answer incoming phone calls in a help desk environment
• Develop and maintain knowledge of Fiserv products and services. Assist clients with solutions to product related questions/problems
• Has ultimate responsibility to insure that questions/problems are resolved in a timely manner and to the satisfaction of the client
• Conduct product presentations and train clients in the use of products as required
• Submit monthly written reports on client activity
• Coordinate conversions and on-site support of new clients as required
• Assist with product quality assurance testing as required
• Update client and internal files
• 2+ years of customer service experience and/or financial industry job experience
• PC and Windows knowledge and working experience required
• Proficiency in MS Office (Word, Excel, Outlook) required
• Excellent analytical problem resolutions skills
• Must maintain a high level of organization, including the ability to prioritize and handle multiple assignments simultaneously
• Experience using a call tracking system preferred
• Prior accounting experience a plus
• 5% travel may be required
• You will provide frontline product support for Fiserv’s clients via telephone, email, and web based contract channels
• Ability to troubleshoot and diagnose client issues
• Deliver professional and timely client communications regarding project updates and ongoing support items
• Thoroughly track, organize and document all support related activities
• Develop and maintain a full understanding of Fiserv products and services and stay abreast of relevant industry trends and best practices
• Financial Industry experience is beneficial
• Basic Accounting Knowledge
• Travel to client sites is required
• Must be able to travel about 6x/year or about 10%
• Communicate daily with clients and other product support staff
• Assist with the installation of Fiserv software
• Conduct analysis, diagnosis and resolution of requests, questions and problems associated with Fiserv software
• Build and maintain high-level client satisfaction; measured by case and annual surveys. Goals for call responsiveness are set for the Division and apply to this function
• Assist clients and other product support staff by providing consultative support to show how our products and services integrate with one another so all features of a product are utilized
• Monitor and manage cases while available for incoming calls
• Train new clients on the features and operation of Fiserv applications enabling them to successfully use the product and achieve their business objectives
• Provide ongoing training as needed for existing clients
• Test changes to existing software and assure existing features continue to work as required and changes work as expected
• 3+ years’ experience in the financial industry
• Proven troubleshooting abilities
• Strong PC skills; MS operating systems, MS Office applications, printers, and browsers
• Strong communication skills; verbal and written
• Must be able to travel 5%
• Direct banking experience (i.e.: Teller, Operations, Servicing, etc.)
• Provide frontline client support for Fiserv’s Director product suite via telephone, email, and web based contact channels
• Deliver professional and timely client communications regarding project updates, ongoing support items, and product implementation services
• Thoroughly track, organize and document all product implementation and support related activities Develop and maintain a full understanding of Fiserv products and services and stay abreast of relevant industry trends and best practices
• Financial Industry experience is advantageous
• Basic understanding of workstation operating systems and computer functions recommended
• Ideal candidates possess the ability to analyze and solve complex problems, have excellent communication skills, and are team-oriented with a willingness to travel
• Provide technical phone support to outsourced financial institutions throughout the US. Support with troubleshooting various applications within the Precision Service Center
• Periodically go onsite to clients and assist in the installation of software and services to these clients
• Document problems and corrective procedures
• Proficiency with computers and related office equipment
• Minimum years’ experience required 3-5 years financial, Credit Union preferred
• Type of work experience required Credit Union Processing, data processing for financial industry
• Supervisory/Management experience required -None
• Provide technical support to customers on operational or maintenance aspects of system equipment
• Provide expedited repairs to support Factory Service Center's efforts to meet department goals on turnaround time for all repairs
• Under general supervision perform on-site preventative maintenance, routine repair, and calibration after installation
• Repair lenses and related equipment for Canon dealers and customers in a timely and professional manner
• Provide technical support and training to dealers via telephone
• Provide information concerning parts, technical information and schematic drawings, and responds to technical inquiries
• Receive and inspect incoming items for repair and furnishes verbal and/or written cost estimates for repairs
• Maintain service area and service repair records
• Requires High School Diploma or G.E.D. and minimum of 6 months of work experience
• The ideal candidate will have basic electronics knowledge. Experience working in an electronics repair environment helpful. Optical repair experience is preferred
• Knowledge of broadcast camera systems preferred
• Ability to provide exceptional customer service is a must. Excellent verbal and written communication skills are required
• Basic computer skills with the Windows 7 operating system and all Microsoft Office applications are required
• Must be able to lift 50 lbs
• Position may include some domestic and international travel. Requires driving for company business as an essential function of the job and must remain in compliance with company safety guidelines and policies
• Knowledge of networks, TCP/IP, WAN and proxy servers
• Database/Goldmine/HEAT knowledge an advantage
• Technical Help desk / support experience
• Some knowledge/exposure to Linux
• Basic understanding of Web servers; apache, IIS
• Knowledge of school network systems (preferably (RM, Winsuite etc)
• Ability to deal with complex calls and teachers who maybe short on time
• Logical thinker Good analytical and problem solving skills Up-to-date technical knowledge Good interpersonal and customer care skills Attention to detail
• Answer incoming calls and inquiries from customers, sales and account management to resolve customer questions and concerns
• Provide accurate information and quality customer service
• Research customer inquiries utilizing company resources and document customer conversations, information, questions, corrective action/answers, and product orders in the tracking application
• Resolve problems by researching and working with other departments. Follow through on issues by placing outgoing calls to retrieve additional information or returning calls to offer information regarding resolution
• Meet individual customer service call volume and quality expectations
• Provide support for Account Executives as assigned
• Share best practices with other customer service claim teams
• Respond to non-routine inquiries through phone or e-mail contact with customers and prospects about the company’s products or services
• Promote and maintain positive customer relations utilizing service excellence techniques
• Participate in meeting team goals for service, quality and cost
• Use a computer –based ticketing system to create, track and/or resolve service request related to non-routine client inquiries through phone or email contact. Research/Resolve client inquiries using existing company resources. Promote and maintain positive client relations
• Provides technical applications support to clients, answering questions on function and usage of product. Handle client emails/calls and issues involving moderately complex technical issues
• Monitor Production and Certification environments for application alerts
• Provide general application support and troubleshooting for issues such as: application and configuration, file transfer, customer payment and reconciliation
• Create and maintain Service Operations knowledgebase of solutions. Collaborate extensively with peers to resolve client issues while actively contributing to a growing knowledge network that improves the effectiveness of the team and the information available to our clients
• Assist knowledge transition from Development and Implementation teams on application-specific areas covering functional, technical, work process and environment
• 3-5 years of experience assisting in Support, Operations, Customer Service or related fields
• Aptitude for process improvement; recognition of gaps in process and opportunities to improve efficiency
• Detailed oriented with the ability to multitask efficiently
• Self-starter with sense of urgency
• Experience in payments industry a plus
• Database Administration is beneficial; DB2 preferred
• IBM AS/400 Control Language (CL) knowledge preferred
• Experience with IBM AS/400 and/or Unisys is beneficial
• Experience with Microsoft Operating Systems Deployment is beneficial
• Basic accounting knowledge is beneficial
• Help our Customer Engineering organization implement customer lifecycle management
• Work with our research and development organization to improve our product by providing feedback on customer needs and requirements
• Help our sales organization achieve successful customer engagements
• Platform/Operating System knowledge of Windows (XP, 7 and Server), MAC, iOS, Android, and Blackberry
• Testing, and troubleshooting skills across the previously mentioned technical domains
• Experience with/exposure to BigFix a plus Operations/Support
• Previous experience supporting internal or external customers
• The passion and ability to educate and train our customers on their new MDM solutions
• Ability to troubleshoot and work with internal development and engineers on behalf of the customers towards issue resolution
• Demonstrated hands-on experience with smartphones, tablets, and laptops in a business environment
• Bachelors degree in Information Technology or equivalent field
• Deliver professional and timely client communications regarding project updates, ongoing support items, and training services
• Develop and maintain a full understand of Fiserv products and services and stay abreast of relevant industry trends and best practices
• Financial Industry experience is highly preferred
• Previous customer service experience is preferred
• Previous experience using online banking, mobile banking, electronic bill payment is highly preferred
• Ideal candidates will possess a basic understanding of workstation operating systems (MS Office) and computer functions to include knowledge of web browsers, clearing search history, cache files and cookies etc
• Ability to analyze and solve complex problems, have excellent communication skills, and are team-orientated with a willingness to travel
• Minimal travel
• Respond efficiently and professionally to customer service issue requests
• Assist customers, care agents and installation technicians in a professional manner via inbound and outbound calls as well as email communications
• Assist front line associates by answering questions and providing direction on additional steps as needed
• Assist technicians with Surf and Talk installations by ensuring provisioning is complete and providing guidance when assistance is needed
• Coordinate with 3rd party providers to process port requests and updates to customer information
• Resolve customer service inquiries with one-call resolution or one-call follow-up
• Gather information, evaluate options and offer the best solutions
• Use internal databases to track client status and monitor property issues
• Audit systems to ensure accuracy of information utilizing various resources and programs
• Provide advanced troubleshooting to customers outside of a scripted environment
• Demonstrate soft phone-skills by treating all customers in a polite and courteous manner, especially in stressful situations
• Demonstrate the ability to multitask, handling calls and utilizing appropriate software programs
• Assist in management of a shared departmental inbox by processing requests received in a timely manner
• Work with appropriate departments and leaders to resolve issues or answer questions
• Keep customer accounts properly updated to ensure accurate billing address and contact information
• Keep up to date on any policy or procedure change from DIRECTV or partners
• Provide technical information to a non-technical audience
• Some college education from an accredited college or university with major course work in computer science or closely related field preferred; or 2-years work experience providing technical support to customers via a telephone. High School Diploma or GED required
• Understands various telecom and/or PC software applications such as Windows, MS Internet Explorer, Internet technology, HTML,UNIX and Mac
• Have a High School Diploma/GED
• Commute to Eden Prairie, MN
• Must be able to work a flexible work schedule and overtime based on business needs
• All applicants must be able to pass a drug test and background check
• Speaks clearly, concisely and with confidence
• Adept at conveying complex information in a manner that it is easily understood by the listener
• Demonstrates polished etiquette skills
• Delivers tactful and appropriate responses
• Adapts verbal communication style to that of the caller to facilitate rapport building
• Conveys a positive impression to the caller through words, voice inflection and the appropriate use of grammar
• Is skilled in using technical terminology
• Demonstrated understanding of the appropriate usage of grammar, spelling and punctuation
• Ability to communicate complex information in a written format, so that it is understood by the reader
• Ability to convey professionalism and positive ‘tone,’ in written format, so that the client gains a positive impression of the organization
• Ability to build rapport
• Conveys a sense of urgency
• Possesses good listening skills
• Displays and builds trust
• Expresses empathy, when needed
• Conforms to proper standards of professional dress
• Display respectful and considerate behavior towards team members at all times
• Contributes to team discussion in a positive and enthusiastic manner
• Builds cooperation
• Handles sensitive situations in a calm, objective and tactful manner
• Displays empathy / understanding
• Ability to learn and comprehend complex systems and processes and deliver correct service accordingly
• Keeps fully informed on business and industry changes and communicates this information effectively, to clients
• Able to understand and use Fiserv applications to support client calls, including but not limited to Facets, CWSi, Cardmaster, RAS, TJ, EPOC Parameters, Base 24 Parameters (Outside View), Arcot, Affinity, ATM Marketer, Card Metrics, Falcon, SIMBBA, RFDS, CVi, SPC
• Able to convert raw system data into user friendly format as needed
• Knows when to refer a problem/escalation to a supervisor
• Engage appropriate resources to effectively resolve issues
• Makes appropriate and effective use of phone, facsimile, email
• Ability to type quickly and accurately
• Ability to use a facsimile machine
• Ability to complete intermediate tasks in Microsoft Outlook, Word and WinZip
• Ability to complete intermediate tasks in Microsoft Excel
• Can be relied upon to meet schedules and deadlines
• Verbal commitments are consistent with actions
• Two years experience in a customer support role (preferably in the financial industry)
• Working knowledge of Microsoft Word and Excel
• Excellent writing and communication skills (both technical and non-technical)
• Knowledge of adhoc reporting or standard query language (SQL) is an advantage
• Under minimal supervision, defines and/or resolves client problems with designated product lines
• Discusses problems or inquiries with other department personnel and offers technical assistance and insures proper handling and follow-up
• Communicates reseller suggestions for enhancements and insures proper handling and follow-up
• Documents problems and corrective actions/procedures in tracking software
• Attends on-going training to achieve level of technical skill needed to solve more complex problems
• One to three years of experience in the financial services/banking field interacting with clients
• Knowledge of bankcard/credit card processing concepts
• Working knowledge of the financial services industry
• Must be able to follow established guidelines to accomplish tasks and solve more complex problems
• Solid computer skills with MS Office Suite and related office equipment
• Solid organizational and time management skills with strong attention to detail
• Demonstrated strong customer service skills and communication skills (both written and verbal)
• Strong decision making skills for handling reseller situations with their interest in mind at all times
• Ability to create and provide presentations to resellers once a year
• Less than 5%
• 180 day accomplishments
• Understand functional specifications for problem troubleshooting and resolution
• Working knowledge of organizational system structure and how to work in the test environment
• Working knowledge or how to obtain information specific to modules within the software
• Working knowledge of problem management system and overall case management
• Working knowledge of application reports
• Strong understanding of general operations of credit card processing
• Achieve problem resolution SLAs, Quality Observances Objectives and Case Survey Objectives
• Experience with VisionPLUS and Fiserv products/systems strongly preferred
• Under minimal supervision, defines and/or resolves reseller problems with designated product lines
• Acts as the Level 2 contact through telephone support and simulates or recreates problems to provide resolution to reseller for operating difficulties
• Working knowledge of VisionPLUS and Fiserv products/systems strongly preferred
• Experience with VisionPLUS software
• Technical support experience, preferably in web development/publishing area
• Strong verbal and written communication skills,
• Strong working knowledge of HTML, Javascript, CSS is essential
• Knowledgeable and comfortable with setting up website backend infrastructure, e.g. configuring DNS record for the website
• Other language knowledge (e.g. PHP or Python) is an advantage
• Based in Florenceville, NB - Provide technical support mainly via calls and following a standard call flow and problem handing processes (scripted or not scripted),
• Verify entitlement, perform problem determination, resolve and close the problem, or route the incident record to the appropriate level of support
• Using technical resources and tools, support the client by answering questions and responding to client requirements
• Utilize product, technology, industry and/or services skills to identify problems which may be related to product installation, update, configuration, operations or performance
• Guide the client, advising on potential resolutions and their implementation, and play a key role in overall client satisfaction
• Preferably Executives specializing in IT/Computer - Network/System/Database Admin or equivalent
• Very good organization skills
• Ability to work as individual as well as oriented to work in a team
• Will be expected to provide customer-friendly and proficient technical support to high speed data customers using phone, email, chat, instant messaging, and other means of communication
• Document and escalate issues, and work with other departments, ISPs, or business partners in order to resolve them as quickly and efficiently as possible
• Successfully meet or exceed Time Warner Cable’s call handle requirements as measured by periodic call monitoring and individual call statistics
• Provide support to installers and field technicians when appropriate and as needed
• Monitor the hybrid fiber coax network using various network diagnostic tools for system outages
• Associate’s Degree (A.A.) or equivalent from two-year College or technical school; or one year related experience and/or training; or equivalent combination of education and experience
• Knowledge of the suite of Internet protocols, including TCP/IP, DNS, DHCP as well as networks and LANs
• Excellent listening skills, as well as written and verbal communication skills using phone, email, and other forms of communication
• Provide technical support of all TWC HSO related products and services including Digital Phone
• Receive high volume of incoming phone calls and respond to inquiries in a manner which meets high quality, productivity and other performance standards
• Respond to customer complaints in a professional manner; attempt to resolve complaints successfully in accordance with established guidelines
• Inform management of all unresolved complaints
• Respond to customer inquiries via e- mail and telephone, or in-person as necessary
• Save customers from disconnecting services whenever possible
• Triage non-help desk issues (NHI's) and open ticket escalations (OTE's)
• Work with all National Help Desks, National and Regional Operations Centers, and local technical staff to investigate assess and resolve issues
• Understand and inform customers of all Time Warner Cable consumer products and services
• Support of Microsoft Exchange 2013 on Windows server systems
• Support of Lotus Domino and Notes v8.x and/or v9
• Understands and applies basic knowledge of information technology and associated tools of their technical specialty to support attainment of team and department objectives
• Requires the ability to absorb professional knowledge quickly and develop skills
• Draws upon concepts of tools, technologies and methodologies to collaborate with other technical specialists when carrying out assigned duties
• Effectively negotiates with technical peers, and occasionally with customers, to implement technical solutions
• Recognises and articulates job related problems to management
• Analyses technical problems and creates solutions involving the use of existing techniques or tools. Performs assigned tasks within schedule in accordance with established standards and guidance
• Must be customer-orientated while maintaining focus on the overall delivery of service
• On call work will be required
• MS Exchange 2013
• Lotus Domino and Notes v8.x and/or v9
• MS Windows Server 2008 or later
• Lotus Notes Traveller
• MS Sharepoint
• Live Communication Server
• Active Directory knowledge and experience
• Windows Server skills
• Powershell Scripting skills
• Symantec Enterprise Vault
• Quality Customer care and focus
• Problem solving and trouble shooting
• Organisation and time management
• Reliable, driver, task owner and self starter
• Under limited supervision, defines and/or resolves moderate to complex client problems with designated product line(s)
• First or second point of interaction through client contact channels
• Under limited supervision, simulates or recreates client problems to analyze and resolve user operating difficulties
• Log incoming issues into current call tracking system
• Participate in month end or extended support
• Under limited supervision, discusses problems or inquiries with other department personnel and offers technical assistance and insures proper handling and follow-up
• Under limited supervision, communicates customer suggestions for enhancements and insures proper handling and follow-up
• Under limited supervision, documents problems and corrective procedures
• 3-5 years Customer Service and/or Call Center experience
• Ability to troubleshoot. Must be able to make decisions and resolve problems using experience and professional judgment
• Has an overall understanding of the work environment and process, with a working knowledge of the organization and intermediate technical skills required to complete assignments
• Strong analytical problem solving ability and communications skills
• Ability to make group presentations and conduct training either in a one-on-one or small group setting
• A good working knowledge of personal computers, including hardware and software
• Ability to manage multiple items at one time
• First or second point of interaction through client contact channels. Under limited supervision, simulates or recreates client problems to analyze and resolve user operating difficulties
• Log incoming issues into current call tracking system. Participate in month end or extended support
• Credit Union or banking highly desired
• A good working knowledge of personal computers, including hardware and software. Strong writing skills
• Under limited supervision, resolves complex client technical and/or operational problems for Key, Business Alliance, Accel, Network, Prepaid clients and Account Processors from inception to completion
• Simulates or recreates client problems to resolve user operating difficulties
• Provides detailed explanations to clients regarding Card Services software use, navigation, reporting and other technical operations
• Discusses problems and inquiries with other department’s personnel and offers technical assistance and insures proper handling and follow-up
• May engage with a variety of departments to resolve customer issues
• Attends on-going training to achieve level of technical skill needed to solve problems that are more complex as well as new product training
• Documents appropriate calls, corrective procedures/e-mails in ticketing system
• Maintains clear detailed information on cases including updates and examples
• Provides final resolution of issue or escalation back to Client or other department upon completion
• Maintains applicable functional understanding of Card Services products, services and tools
• Provides after hours and weekend on-call support for all client service teams client issues or any other emergency dealing with client escalations
• Must participate in SEV events during on call rotation and in some cases be present for system maintenance
• Follow Fiserv communication guidelines regarding confidentiality and system information including Audit/Security directives with customer data
• Track daily email and direct call volume
• Minimum of 2 years of client service experience
• Must have the ability to work on-call including nights and weekends on a rotated basis
• Previous experience with back office banking operations highly desirable
• Requires High School Diploma or G.E.D. and 2 years of specialized training
• 6 months of related work experience. Lens repair experience preferred
• Ability to provide exceptional customer service. Excellent verbal and written communication skills required
• Basic computer skills (Word and Excel)
• Availability to work overtime which may include some weekends
• Candidate must be able to lift 50 with assistance
• Work with our R&D organization to improve our product by providing feedback on customer needs and requirements
• At least 1 year experience in in Technical support and/or Mobile Device support
• Bachelor's Degree in Information Technology
• At least 2 years experience in in Technical support and/or Mobile Device support
• At least 1 year experience in with the following: ActiveSync, Lotus Traveler, PowerShell Scripting, 802.1x, personal firewall clients, anti-virus clients, TCP/IP networking, IPSec VPN, SSL VPN, and Radius
• At least 1 year experience in with Exchange, Lotus Traveler, Active Directory, Certificate Authorities, Networking, Proxy, and/or Blackberry Enterprise Server
• Under general supervision, resolves detailed technical and/or operational problems with designated software and other company products
• Strong written and verbal communication skills. First point of contact through the inbound telephone system to the IP Technology Help Desk
• Provides detailed explanations to internal clients regarding software use, navigation, reporting and other technical operations
• Discusses problems and inquiries with other department personnel and offers technical assistance
• Documents problems. Ensures proper handling of tickets and escalation, as required
• Communicates suggestions for enhancements
• Attends on-going training to achieve level of technical skill needed to solve problems that are more complex
• Other delegated duties, tasks, projects and work schedules, as assigned
• Minimum of 3 years’ experience in a Help Desk position or Call Center
• Knowledge/ability to use Microsoft Office products such as Outlook, Excel and Word is required
• Banking background or working knowledge of the Financial Services industry
• Must be dependable with an attention to detail
• Must be client focused. Must be team-oriented
• Must handle situations with a sense of urgency and ownership
• Familiarity with ticketing systems such as Remedy, Facet’s, or ServiceNow
• Experience with an ACD Operation and related performance metrics such as Agent Availability, Speed of Answer, Call Abandonment percentages
• Proficient with PC’s
• Ability to work a flexible shift with varying hours
• Familiarity with ticketing systems such as Remedy, Facet’s, Vantive, or ServiceNow
• This position will specialize in the Teller suite and Business Process Manager products in relation to hardware such as scanners and printers and software installed on the workstations and network. Candidate will work directly with clients and internal and external resources to resolve client issues
• Assist with network and application analysis of Teller and Item Processing/SCO products
• Provide first point of contact technical support for team via telephone, email, and 24x7 on-call cell rotation
• Acting as the primary point of contact and liaison for issue troubleshooting and resolution, facilitate coordination efforts between internal and external groups and clients to resolve issues
• Under limited direction, analyze and determine root cause analysis of issues
• Deliver professional and timely client communications regarding status of ongoing support items
• Thoroughly track, organize and document all support related activities in an online support system
• Serve as information resource to other Fiserv segments; participate from strategic, operational, technical and functional perspectives
• Ability to recommend and implement process improvements
• Communicates client suggestions for enhancements and insures proper handling and follow-up
• Minimum one to three years work-related experience
• Banking background and familiarity/experience with banking operations is advantageous but not required
• Working knowledge of Windows OS
• Strong PC/Windows experience along with a technical aptitude is required
• Demonstrated ability to handle issues that arise with minimal oversight or guidelines
• Must be able to work under pressure
• Proven to be results-oriented with superb organizational, multi-tasking, and time management skills
• Ability to set priorities and maintain multiple projects at a time
• Excellent written, verbal and interpersonal communication skills and able to interact with individuals in all levels of an organization
• Detailed-oriented with strong analytical, trouble-shooting, prioritization, and follow-up skills
• Proven to be motivated and a self-starter with demonstrated ability to work efficiently and productively
• Must be able to make decisions and resolve problems using experience and professional judgment
• Must be accurate, reliable, and be team and customer oriented
• Must have a strong sense of accountability and ownership
• Network certifications are a plus (CISSP, Network +, etc.) but not required
• Handle client calls and issues
• Research and problem-solve to determine resolutions to reported problems
• Train clients on the features and operation of Premier software applications enabling them to successfully use the product and achieve their business objectives
• Review documentation and write Client Bulletins to announce fixes
• Evaluate a specific application system study to determine all the client workflows, documents
• Build and maintain high-level client satisfaction that is measured via the annual survey
• At least one year experience in customer service and/or helpdesk environment
• Proven troubleshooting abilities and strong PC skills; MS Office applications
• Knowledge of Microsoft operating systems
• Working knowledge of browsers
• 1-2 years IT experience in the banking industry preferred
• Knowledge of Fiserv Premier Software
• Define and/or resolve moderate to complex client problems with Fiserv XP2 product
• Act as first or second point of interaction through client contact channels (telephone, email and web)
• Simulate or recreate client problems to analyze and resolve user operating difficulties
• Log incoming issues into case management system
• Document research, client interactions, resolution paths taken, etc. in system
• Discuss problems or inquiries with other department personnel, offer technical assistance and insure proper handling and follow-up
• Communicate customer suggestions for enhancements and ensure proper handling and follow-up
• Communicate frequently with clients to provide case status and resolution
• Contribute new written content to knowledge base
• Participate in application and client service skills training
• Provide training to associates as needed
• Minimum of 2 years in credit union industry
• Customer service experience required
• Supervisory/Management experience not required
• Familiarity with credit union and or banking industry
• Knowledge of back office functions (IRA’s, Certificates, ACH, Accounting, Auditing, Share Draft and Statement processing, 3rd Party Interfaces, etc.)
• Knowledge of basic teller functions (financial transactions, open / close accounts, drawer balancing, buying and selling cash/negotiable items, etc.)
• Excellent written, verbal and interpersonal communication skills
• At least 1-year experience in in Technical support and/or Mobile Device support
• Platform/Operating System knowledge of ;Windows (XP, 7 and Server), MAC, iOS, Android, and Blackberry
• French: Preferred
• Bachelor’s degree in Information Technology or equivalent field
• At least 2 years’ experience in in Technical support and/or Mobile Device support
• At least 1-year experience in with the following: ActiveSync, Lotus Traveler, PowerShell Scripting, 802.1x, personal firewall clients, anti-virus clients, TCP/IP networking, IPSec VPN, SSL VPN, and Radius
• At least 1-year experience in with Exchange, Lotus Traveler, Active Directory, Certificate Authorities, Networking, Proxy, and/or Blackberry Enterprise Server
• Communicates clearly and professionally with 3M personnel by telephone and/or written correspondence
• Accurately documents customer interactions using applicable CRM systems
• Resolves non-routine and difficult customer complaints and ensures response to product and service inquiries - Has knowledge and understanding of the current processing systems and can provide service to internal and external customers
• Generates sales leads and promote other 3M business solutions to support sales growth
• Improves customer satisfaction by identifying patterns of problems and barriers to solutions
• Possesses exceptional customer service competencies
• Enjoys helping and interacting with other people in a friendly, courteous manner and gives continuous attention to customer satisfaction
• Ability to work in a high-volume, rapidly changing environment
• Computer literate, including Microsoft Office products
• Strong organizational skills with the ability to stay focused on tasks
• Clear and conceptual thinking ability; excellent judgment and discretion
• Minimum High School/Vocational School or equivalent certification
• A+ certification is required
• Printer repair experience
• Moderately basic troubleshooting skills
• Proficient in professional oral, and telephone communication skills
• Ability to gather relevant information systematically, and identify needs and solve problems following the instruction Ability to maintain ongoing relationships with customers, peers and support partners
• Ability to effectively interact and communicate with people at operational level
• Perform reporting and administrative functions
• Ability to manage time effectively
• Provide parts ordering assistance to EC technicians, as required. 25%
• Effectively communicate with internal and external customers at different levels of management, and manufacturers. 20%
• Provide timely and effective technical solutions and guidance to internal and external customer issues in a fast-paced environment. 20%
• Process submitted Technician issues received via phone, email, and other electronic means. 10%
• Properly record and document issues according to company standards. 10%
• Attain specified metric targets; maintain equipment-related technical proficiency. 10%
• Research solutions as required; effectively learn and use computer-based tools. 5%
• Works a standard shift but may occasionally be asked to work a different shift. Weekends and on-call duty may be required
• A minimum of 1 year previous experience in parts sales/support, customer service, and/or inventory control
• Basic Windows based computer skills
• Minimum 3 years successful experience as a commercial kitchen equipment, refrigeration or HVAC technician or equivalent experience in the mechanical repair industry
• Microsoft Office proficiency
• SAP CRM knowledge preferred but not required
• Ability and willingness to work in a fast-paced, office-based environment with a willingness to adapt to changing customers’ needs and expectations
• Complete initial product training and demonstrate sufficient product knowledge and understanding to assist call-in customers
• Respond to customer’s queries regarding routine technical issues in a timely, friendly, professional manner. Determine the nature and likely causes of the issue and recommend corrective action
• Follows up as required with customers to ensure problems were resolved and/or recommend further action to ensure non-recurrence and customer satisfaction
• Escalate inquiries or issues that cannot be resolved to senior team members and/or department manager
• Report all suspected product issues immediately to a senior support staff or manager
• Follows and ensures workplace operating and environmental, health and safety procedures and guidelines compliance
• Technical Diploma, Bachelors degree in Engineering, or equivalent
• 1 to 2 (minimum) experience in a technical support related role
• Experience in dealing with hardware and software issues
• Strong communication, interpersonal, problem solving and presentation skills
• Thorough knowledge of the core product line
• Self motivated, takes initiative to resolve issues
• Ability to problem solve through analysis of a situation, where there are a variety of variables
• Make sure clients understand, and program to API specifications
• Provide technical support for any issues arising either before or after the go-live
• Investigate any reported errors in data quality, and escalating data corrections to relevant team
• Deliver outstanding customer service by responding to and efficiently resolving client issues and requests
• Assist in software testing of new releases, proactively escalating any issues
• Help customers with installation, including setting up new systems/hardware and promptly installing updates
• Document all updates and changes
• Give pre and post-sales support and assistance in sales meetings
• Field support calls and emails from developers and business users about account integration and functionality
• Update customer account information including address, banking details, etc
• Participate in a support retrospective where all functions of the group are reviewed and improvement action items are established
• Receive requests for technical assistance and problem resolution and collected detailed information to categorize requests in order to determine method of resolution
• Problem Solve like it’s your job, because….well, it is
• Provide effective technical support in response to inbound calls and emails in accordance with departmental SLAs and to the agreed quality standards – in order to drive optimum service to Customers
• Responsible for the initial research and investigation prior to escalating unresolved issues to the Regional Service Team through the use of the RST portal and to monitor progress through to resolution, keeping Line Manager or Team Leaders informed
• Manage communications to Customers and Candidates throughout the investigation and resolution of technical issues
• Responsible for updating Salesforce in a timely manner ensuring accurate and detailed notes are entered for each contact with reference numbers issues for each contact
• Support SHL Technology teams in the testing of online products
• Perform Outbound courtesy calls to Customers as required
• Maintain system knowledge through ongoing training & Development
• Carry out other duties as instructed by your line manager or Team Leader
• Knowledge of Windows operating system plus skills in word, excel & internet related issues
• Excellent written and communication skills
• Ability to work under pressure and deliver results
• Ability to work to agreed targets
• Support SHL Technology teams in the testing of online product
• Language requirement - French, Dutch or German
• Under direct supervision, defines and/or resolves customer problems with designated product lines
• Generally acts as the first point of contact through telephone support and simulates or recreates customer problems to resolve user operating difficulties
• Communicates customer suggestions for enhancements and insures proper handling and follow-up
• No Supervisory/Management experience required
• Must be able to follow established guidelines to accomplish tasks and solve routine problems, referring non-routine matters to supervisor
• Acquires and maintains technical knowledge, skills and references, in all areas of the assigned products, to expertly install, operate, troubleshoot and repair the equipment
• Provides guidance and answers to customers calling in requesting assistance in installation, operation, troubleshooting and repairing the assigned products
• Acts as a resource for other departments to request technical information and assistance regarding the assigned products
• Records all pertinent information received on product problems and complaints
• Assists with the set-up of equipment at the major dental shows, if requested
• Performs other duties and assignments as requested to support the technical support function
• Require Associates Degree or 4+ years equivalent experience in repairing mechanical systems
• Require experience with mechanical, electrical, pneumatic, and hydraulic system troubleshooting
• Prefer experience with distribution and/or business to business operating environment
• Prefer experience with computer, telephone, and other productivity and customer focused technology
• Answer inbound calls from authorized and non-authorized service centers and contractors in a prompt, knowledgeable, and courteous manner documenting all information into call tracking system
• Provide updates to knowledge database used by service centers and other technical support representatives with new troubleshooting information discovered in the resolution of customer calls
• Investigate technical issues from the field by coordinating with the parts department, factory personnel, and engineering
• Minimum of an Associate’s degree in HVAC and Electrical, or equivalent knowledge and experience in the HVAC field and/or similar call center
• Knowledgeable and competent with hands on customer service experience, particularly with commercial duct free systems with DC inverter technology. Knowledge and experience of PTAC’s also helpful
• Ability to read and interpret schematics
• Ability to type at least 35WPM
• Ability to communicate distinctly and effectively in English using proper grammar to effectively answer all customer inquiries promptly and accurately
• General understanding of Microsoft Office products with the ability to adapt to other computer systems quickly, and utilize them efficiently while on the phone with a caller
• Apply knowledge of RingCentral services, VoIP technology and networking hardware and software
• Provide technical support to RingCentral’s customers
• Troubleshoot and repair RingCentral’s solutions
• Understand network architecture required to support RingCentral’s VoIP services
• Recommend network hardware, software and design elements
• Answer technical questions, solve technical problems and suggest appropriate workarounds
• Provide quick and accurate handling of support interactions – phone, chat, screen sharing and email
• Handle and resolve customer inquiries, questions, complaints, and billing concerns with the highest degree of courtesy and professionalism utilizing all resources available given to Tier 1 representatives
• Offer alternative solutions when appropriate if the issue is beyond the representative’s training and scope of responsibility with the objective of resolving the customer’s concerns
• Adhere to schedules, guidelines, and requirements in accordance with the Company’s set policies and procedures
• 2 years of collegiate education is required
• At least 1 year of working experience in Technical Support is required for this position
• Excellent English communication skills
• Basic knowledge on VoIP, networking, routers and modems
• Experience configuring, updating and supporting VoIP solutions in a multi-location environment is a plus
• Ability to work efficiently in a highly demanding, team-oriented and fast paced environment
• Networking, IT or telecommunications certification is a plus
• Applicants must be amenable to working nightshifts
• Actively listen to each customer with patience and courtesy
• Build customer relationships – earn their loyalty and trust by being polite and helpful
• Use your communication skills to resolve customer’s concerns related to service activation, changes and trouble reports for all Voice service features, data service PC configuration, home router configuration and email/internet applications
• Use your troubleshooting and problem-solving skills to come up with solutions for Home Network Equipment and Home Jack and Wiring Support
• Issue maintenance-initiated change orders
• Analyze and isolate trouble conditions all while keeping the customer up-to-date on the status
• Dispatch trouble reports and service orders to outside installation and repair forces
• Maintain service order and trouble report status in various databases
• Negotiate dates, times and access arrangements to resolve customer service order fallout and trouble reports
• Operate a computer and wear a headset while sitting at a workstation for an extended period of time
• Experience working with customers on the phone to isolate and resolve problems at a customer location
• Knowledge of communication networking components such as routers, LAN topology, Ethernet and network interface cards
• Knowledge of Microsoft Windows and PC hardware and software
• Availability to work evenings, weekends, holidays and overtime as needed
• Computer Hardware / Software
• LAN/WAN Configuration
• Experience solving customer’s problems in a call center
• Demonstrated ability to perform more than one function while speaking with a customer
• A two-year degree, relevant experience and/or below certifications
• Provide support for the Installation and Maintenance Technicians during service fulfillment functions
• Perform overall maintenance control functions, trouble correlation and trouble isolation for all network and undetermined troubles
• Dispatch trouble reports and service orders to outside installation and repair forces and receiving close out information from those groups
• Operate a PC/data terminal to maintain status of service orders and trouble reports in various FTTP operations databases
• Negotiate dates, times and access arrangements associated with resolving customer service order fallout and trouble report
• Track fallout orders to completion
• Escalate order fallout and/or trouble resolution to appropriate work group
• Perform order fallout analysis and correlation
• Analyze and resolve order flow fallout between network provisioning and order control systems
• Perform end to end acceptance testing
• Responsible for talking and negotiating with customers as well as interacting with other work groups
• Experience with Networking Software and Voice Switching Technology required
• A strong understanding of PC components and functionality, and ability to work on the equipment while sending/receiving data
• Knowledge of communication LAN/WAN networking components and have the ability to work with customers, on the phone, to isolate/resolve problems with the equipment at a customer location or in the fiber network
• Able to communicate effectively with customers
• The ability to perform more than one function at a time while speaking with an internal or external customer
• Two (2) years of central office switching experience is desirable
• Experience working in a customer call center
• Proficient using a computer, and wears a headset while sitting at a workstation for an extended period of time
• 45% Product support, fielding support calls from customers and re sellers
• 25% Testing and documentation
• 30% Installation, Training, Demos, Trade Shows Rotate after hours support pager with colleagues. There are approximately 4-8 weeks of travel per year
• Provide day-to-day technical support to bank employees for network infrastructure, internal desktops and thin clients, servers, and software
• Account management including adding and deleting users, creating new user accounts, and modifying accounts
• Maintain passwords, data integrity, and file system security for desktop and Citrix environments
• Communicate highly technical information in layman terms to non-technical users
• Recommend hardware and software solutions, including new acquisitions and upgrades
• 3+ years of experience providing end-user LAN/WAN support required
• Experience supporting desktop operating systems: Windows XP/Vista/7 required
• Experience supporting MS Office 2003/2007/2010/2013 required
• Experience with anti-virus and backups required
• Ability to work well with people from various disciplines with varying degrees of technical experience
• Team skills, including the ability to establish and maintain effective working relationships both internally as well as externally
• Always striving to learn more
• Stays up to date with the latest technology
• Willing to share knowledge with the rest of the team; takes pride in sharing ideas and knowledge
• Provides day-to-day technical support to employees for network infrastructure and internal desktop systems software and hardware
• Installs, configures and troubleshoots desktop systems, workstations, servers and network issues in a heterogeneous environment
• Recommends hardware and software solutions, including new acquisitions and upgrades
• Ability to verbalize or express complex technical concepts effectively in writing and overall excellent communication and customer interface skills
• Self motivated to learn new technology and new ways to deliver support
• Shows enthusiasm when providing technical support
• Stays up-to-date with the latest technology
• Manage and enhance customer relationships for strategic enterprise accounts
• Identifying and influencing the customer’s needs to match customers business requirements with our products and feature capabilities
• Provide direct customer support for VIP and non-VIP customers
• Manage responsibilities for meeting all internal/external Service Level Agreements and owning the customer experience until resolution
• Ability to investigate and troubleshoot our customer's configuration with the following languages: HTML, CSS, JavaScript
• Anticipate, identify and troubleshoot potential issues with customer’s infrastructure or product-related issues
• Troubleshoot network environments, supporting various operating systems, firewalls, routers and proxies
• Coordinate with interdepartmental teams to ensure effective resolution of customer escalations, feature requests, and product-related issues
• Manage internal communication in critical situations during and outside normal business hours
• Present customers with continuous updates and solution within our SLAs until resolution
• Document Support tickets for all customer interactions and inquiries until resolution
• Initiate customer interaction regarding new enhancements, product upgrades, and releases
• Field live Support calls and address customer and interdepartmental emails regarding escalations until resolution
• Discuss with customers (internal and external) technical aspects of product installation, operation and maintenance relative to sales and/or repair considerations
• Handle telephone interface using judgments to deal with those, which cannot be handled at first contact and escalate and follow-up appropriately
• Handle written customer communications in the form of email and web-chat in support of pre-sale and post-sale customer inquiries
• Obtain accurate customer details and amend contact-handling system when applicable
• Generation of sales leads from these contacts
• May, in the future, handle customer video chat interactions in support of pre-sale and post-sale customer inquiries
• Gives interface matrix listed compatibility information to customers on company released products
• May handle customer product repair invoicing and assist in preparation of customer service statistics
• Check status of repair orders per customer request
• Follow up on customer satisfaction survey
• Providing excellent customer management inclusive of excellent communications, responsive follow through, and advocacy for customer issues with internal departments
• Native language Italian/fluent Spanish, fluent English. Additional languages are beneficial
• HBO thinking level
• A minimum of 1-2 years of related experience
• Good knowledge on Windows & MAC environment and applications
• Worked in a technical support position would be a benefit
• Experience with Customer relationship management (CRM) systems
• Additional technical certification is advantage
• Bachelor's degree in Arts and Sciences, Computer Science, or
• 1-5 years experience providing software technical support
• Deep understanding of client software, operating systems, and computer hardware components - especially the role of video graphics cards
• Strong understanding of web application technologies and how they work
• Knowledge of 3D modeling or 3D graphics processing a plus
• Provide fast and efficient customer service to business partners, dealers, and internal Spectra Precision teams on GNSS, Optical, Handhelds and Software products
• Provide new product input, field-testing and subsequent production release involvement when required
• Development of specific technical communications when assigned
• Degree in Surveying with 0 to 2 years work experience or
• 2 to 4 years of work experience as Surveyor
• Ability to work effectively and professionally with suppliers and customers under all circumstances
• Must be fluent in English with the ability to articulate thoughts verbally and in written form in professional and organized manner. Spanish speaking is a plus
• Excellent and demonstrated communication skills, written and verbal, in-person and on phone required
• Experience with Spectra Precision products preferred
• Some travel required
• Working knowledge of AutoCAD® and/or Revit® experience required
• College degree or comparable work experience required
• Experience with Trimble field solution products such as Trimble® Robotic Total Station, Trimble® Field Points, Trimble® Field Link, etc. is a plus
• Construction industry experience specific to Piping or HVAC installation/estimation preferred
• Critical thinking and problem solving skills a must
• Analytical and intuitive (capable of following logic and then making the intuitive leap to a solution or root cause)
• Ability to think in terms of abstract ideas
• Strong communication skills; written and oral
• Strong ability with general computer systems troubleshooting
• Customer oriented with strong desire to take care of the customers’ needs while following company procedures
• High interpersonal/social skills
• Capable, preferably thrives in high pressure/time critical environments
• Capable of working autonomously or with little guidance
• Ability to complete assigned tasks under stressful situations
• Rapidly respond to incoming customer inquiries, focusing on quality and customer satisfaction
• Clear and thorough documentation of customer interactions
• Support inquiries include questions relating to
• Bachelor’s Degree or equivalent experience in a customer solution environment, transportation and/or technology related fields
• 1-2 yrs. of Customer Support, Customer Training, and/or Help Desk experience
• Demonstrated written and verbal communication abilities
• Demonstrated proficiency with Microsoft Office (Word, Excel, Outlook)
• Demonstrated customer focus and problem solving abilities
• Ability to work assigned shift hours
• 1-2 yrs. experience troubleshooting hardware and/or software, either remotely or onsite
• Experience working in a Customer Support Center
• Experience working with Mobile Communications
• Experience working with Transportation
• Accounting or accounts receivable experience is a huge plus
• Knowledge of differential GNSS technology, products and solutions
• Ability to exercise judgment within defined procedures and practices to determine appropriate action
• Readily seeks opportunities to increase technical knowledge and abilities
• Values team work and collaboration
• Ability to solve moderately complex problems; explore various alternatives and select appropriate solutions with some guidance to meet project requirements
• Must demonstrate and project a high level of energy and enthusiasm
• Must be comfortable with learning new computer applications
• Fluent in English and Afrikaans languages
• Proficiency in any other language (German, French, Portuguese or Spanish) preferred
• Diploma in Electrical Engineering(Electronics) required, University Degree in Electrical Engineering(Electronics) or Geomatics preferred
• Minimum 2 years’ experience in Tele-sales/Tele-support
• Experience with Microsoft Office required
• Organize and maintain Demo/ Training assets in Technical Support Office (TSO) on continuous basis
• Troubleshoot, remedy and update all demo MX systems requiring repairs, tuning or TIB’s/ Mod Kits
• Take ownership of the “small tools” demo budget; order/ re-supply damaged tools or consumables
• Track and report on location of assets through ATS database
• Create packing, transfer and/or shipping requests in ATS software management tool for shipping and receiving of equipment
• Handle daily shipping/ receiving of demo assets; pack and unpack equipment in and out of cases
• Coordinate directly with Sales Directors and their customers to define demo concept of operation, equipment scope and systems configuration
• Compile kit list, document MX system configurations to be demonstrated by others
• Occasionally design/ fabricate missing ancillary equipment peripherals to support MX product installations on customer vehicle platforms or integrated mission systems
• Configure, backup and test MX camera features, options and stability proviso per customer and export requirements
• Assist tasked demo technician in validating the proposed integrated system solution prior to customer equipment delivery
• Support equipment/ personnel scheduling and logistics for demos
• Perform daily safety inspections on all lift/handling equipment
• Receive, signoff, and dispense all miscellaneous packages delivered to Kerns for S&M and CSG
• Respond to/ direct Customer / Sales Directors inquiries related to MX products
• Experience with operating and troubleshooting Wescam MX family of products
• Experience in the assembly and/or repair of Wescam MX family of Products
• Ability to read and interpret electrical schematics and mechanical assembly drawings
• Familiarity with Wescam maintenance software
• Experience in the use of test and measurement tools, including multi-meters, oscilloscopes, calipers etc
• Familiarity with the use of software/firmware programing tools such as MPLAB and Xilinx
• Strong administrative skills with understanding of logistics operations
• Knowledgeable in the use of MS-Office software programs
• Works proficiently alone or in group setting
• Ability to do small group presentations
• Community College Diploma in mechanical/electrical technology or equivalent
• 3 years’ experience in the Maintenance and Repair of Wescam MX family of products
• · Ensure compliance with corporate initiatives and standardization projects
• · Ensure compliance and adherence with hardware and software inventory within Corporate Asset Management System
• · Provide Desktop, Laptop, Tablet, and Mobile device support
• · Provide Windows 7 and Windows 8.1 OS support
• · Thorough understanding of Active Directory
• · Experience in maintenance and support of various Video Conference Systems
• · Provide end user assistance for Microsoft Office 2010/2013 (pending migration to Office 2016)
• · Ensure Windows Patching and Security Updates are applied
• · Documentation of systems/software/procedures/facilities
• · Prioritize and schedule ticket queue. Escalate problems (when required) to the appropriately experienced technician or management
• · Where required, administer and resolve issues with associated end-user workstation networking software products
• · Receive and respond to incoming calls, tickets, and/or e-mails regarding users issues
• · Test fixes to ensure problem has been adequately resolved
• · Perform on-site analysis, diagnosis, and resolution of complex desktop problems for end-users, and recommend and implement corrective solutions, including off-site repair for remote users as needed
• · Accurately document instances of desktop equipment or component failure, repair, installation, and removal
• · If necessary, liaise with third-party support on desktop, laptop, and mobile devices with equipment vendors
• · Must be a problem solver, able to multi task and think on the go
• Bachelors degree in Engineering, Physics, or Chemistry or related field
• Excellent communication (written/verbal) skills
• No specific prior experience required
• Deliver service and support to customers via phone, email, and/or chat
• Provide an exceptional customer experience through issue resolution
• When issues or resolutions cannot be reached through thinking outside of the box, redirect or escalate by collaborating with team members, developers, and/or sales team
• Collaborate with team members
• Redirect or escalate issues appropriately when issues are outside of support boundaries or when resolution cannot be confirmed (utilizing all available resources; IT, teammates, supervisor, etc.)
• Utilize SalesForce to maintain thorough and accurate documentation of cases
• Maintain and continue to develop in-depth knowledge of LOGICnow products and services
• High School Diploma required, technical degree preferred
• Effective listening, and ability to communicate both verbally and written, professionally
• Knowledge of technical support principles and practices
• Proficient in Windows operating systems, file structure, registry, and event logs
• Basic understanding of networking terms and concepts
• Previous experience in sales, sales support, technical, or customer service role required
• Previous experience in a financial institution is preferred, with a focus on knowledge of cards (i.e. client support, production, chargebacks, adjustments, etc.), ATMs, or network balancing
• Prior call center of customer service experience required
• High school diploma required, bachelor's degree strongly preferred
• Excellent customer service and active listening skills
• Excellent communication (verbal and written) skills
• Demonstrated experience working well in a close team environment
• Strong attention to detail with the ability to multi task and support the needs of multiple clients simultaneously, following up with clients as needed
• Ability to make decisions and solves problem that are general in nature and for which there are precedents. More far reaching decisions will be referred to the supervisor/manager
• Possess demonstrated ability to determine when to refer issues versus handle them personally
• Solid PC (MS Office) skills and the ability to type 35 wpm or greater
• Be committed to "being there" for our customers and share our dedication in striving to deliver world class customer service, Technical support, and first call resolution!
• Passionately provide technical support and build rapport with a variety of customers and their changing technical requirements
• Handle inquiries about repair, replacement, technical problem resolution and connectivity
• Analysis of issues with telecommunication equipment and/or devices and associated desktop software
• Trouble shoot the required resolution; including, account provisioning, device functionality, device configuration, application support, software downloads, network connectivity by escalating internal, and vendor issues
• Complete accurate transactions with a sense of urgency and an eye for detail
• Take appropriate action to efficiently resolve issues
• Take accountability to solve issues from beginning to end
• Receive and incorporate feedback to improve personal and business performance
• Proactively profile customer needs and match our products and services to those needs
• Secondary language to English an asset
• Post-secondary education in a computer-related environment or comparable work experience
• Post-secondary diploma/degree an asset
• Available to work a flexible schedule including evening, weekends, and holidays shifts
• Excellent active listening and communication skills
• Customer Champion: Passionate about providing world class customer service
• Passionate about the telecommunication industry and technology
• Ability to multi-task (navigating between multiple screens, while effectively carrying a conversation)
• Must be computer literate (strong keyboard & internet navigation skills, basic math skills, etc.)
• Dedicated to go above and beyond to deliver exceptional service to our customers while building strong relationships and answering technical service inquiries
• Proven past experience in a customer service or technical support role preferably in a call center
• Proven ability to resolve customer issues in a professional and timely matter
• Thrive in a fast-paced, highly competitive environment
• Thrive to meet or exceed Call Centre monthly performance objectives including call handle time, problem resolution and schedule adherence
• Bilingual (English and French) is considered an asset
• Assist customers with account setup, configuration, troubleshooting and billing inquires
• Ability to investigate and troubleshoot customer's configuration with the following languages: HTML, CSS, JavaScript
• Communicate effectively with customers, team members, and other internal departments to ensure effective resolution of customer escalations, feature request and product related issues
• A solid understanding of IT infrastructure, including Windows OS, PC hardware and software, network protocols and design, Internet connectivity, and general network routing
• Prior experience delivering customer support or client relationship management
• Previous experience working in a technical role
• An aptitude in multitasking
• Exceptional communication skills with the ability to remain calm under pressure
• Knowledge in mobile devices and Mac OS is a plus
• Under general supervision answers questions and resolves client issues relating to the eServices and other related products
• Accountable for metrics on which their performance will be based
• Self-motivated individual that is eager to learn and provide support
• Strong organizational, interpersonal skills, client skills, communication skills (both written and verbal) are required as well as being a team player
• Occasional weekend work is required as well as after hours if production issues occur
• Background in banking operations and/or ACH processing preferred
• Previous experience in a call center and/or fast paced environment
• Relevant printer product/company knowledge
• Ability to gather relevant information systematically and to solve problems, identify needs, develop and propose solutions
• Assist the customer with basic product familiarization training on device features during routine preventative maintenance or break/fix engagements
• Must have a clean driving record. Company car provided
• 2 + years’ experience working with application support or within the financial services industry
• Requires an overall understanding of the work environment and process, with working knowledge of the organization and intermediate level of technical skills necessary for completing assignments
• Proficiency with computers and related office equipment is a must. Must be proficient in Microsoft Office: Outlook, Excel, Word, and PowerPoint
• Proven ability to work independently and to multi-task in a fast-paced environment
• Sufficient knowledge of Fiserv products and systems and/or the financial services industry to provide advice or analysis that may influence associates and clients use and disposition of resources
• Must be able to make routine decisions and solve general problems, and know when to refer more complex or far-reaching decisions to higher level Support staff
• Knowledge of specialized or technical terminology related to assigned product lines preferred
• Knowledge in Ad-hoc report writing a plus
• Makes attempts to resolve issues and deescalate issues of irate or dissatisfied clients
• Phone related customer service
• May require client specific bilingual language requirement, as necessary
• Mental Acuity
• Confident/Assertive
• Minimum of one year previous customer service experience resolving customer inquiries of a non-technical nature in a face to face, phone or chat environment
• Must be authorized to work in the US
• Strong proficiency in computers with an emphasis on Internet connectivity and networking
• Knowledge of how to use a phone in an ACD environment
• Function as a team player in peer relationships
• Availability to commit to flexible work schedule
• Must have a valid driver's license and a clean driving record
• Must be able to pass a criminal background check and drug test
• Wireless communications
• OTAP (Over-the- Air-Programming)
• Account management (billing)
• Online orders
• Industry events
• Willing to fiercely advocate on behalf of and represent the Voice Of The Customer
• Research and prepare detailed escalations to second level support which includes Wireless
• Communications, Customer Managers, Integration Services, 3rd Party Partners and Leadership
• Review, manage and follow up on open issues as needed
• Project work that includes long and short term initiatives
• The ideal candidate should possess excellent written and verbal business communication abilities with demonstrated analytical and problem solving skills
• In this fast paced environment work volume quickly fluctuates and a high degree of organization with focus to detail is critical for achieving success in the position
• 1-2 yrs. of Customer Support and/or Help Desk experience
• 1-2 yrs experience troubleshooting hardware and/or software, either remotely or onsite
• Be committed to "being there" for our customers and share our dedication in striving to deliver world class technical support and first call resolution
• Take appropriate action to efficiently and innovatively resolve issues
• Interact with customers via telephone providing first level technical support and represent the Rogers Smart Home Monitoring brand with pride
• Adhere to regular, consistent and punctual attendance best practices. Must be able to work nights and weekends
• Passionately provide technical support and build a rapport with a variety of customers and their changing technical requirements
• Analyze issues associated with telecommunication equipment and/or mobile devices and associated desktop software
• Troubleshoot, escalate and resolve technical scenarios related to account provisioning, device functionality, device configuration, application support, software downloads, network connectivity and vendor issues
• Receive and incorporate constructive feedback to improve personal and business performance
• Available to work a flexible schedule including evening, weekends, and holiday shifts
• Open availability to attend our Full-Time training program during the mornings, evenings, and weekends
• Possess strong written and verbal communication skills
• Passionate about the telecommunication industry, home automation, and technology
• Dedicated to going above and beyond to deliver exceptional service to our customers while building strong relationships and answering technical service inquiries
• Ability to excel in a fast-paced, highly competitive environment
• Proficiency in resolving customer issues in a professional and timely matter
• Capable of meeting and exceeding Call Centre monthly performance objectives including call handle time, problem resolution and schedule adherence
• In depth knowledge of Windows operating systems
• Knowledge of workings of digital services on tablets (iPads/Learnpads)
• Great team player with ability to deal with changing call volumes and priorities
• Knowledge of school network systems/managed networks (preferably (RM, Winsuite etc)
• Good analytical and problem solving skills Up-to-date technical knowledge Good interpersonal and customer care skills
• Talks to customers over the phone, email, online chat or social media to resolve their questions or concerns
• Maintains and updates customer information as necessary
• Up-sells to customers as necessary
• Should possess general working knowledge of Fire Systems, and some field experience working on EST products
• Should possess good verbal and written communication skills
• Must be able to work flexible schedules
• Proficient in Microsoft Office programs Excel, Word and Power Point
• Should be able to work with limited supervision and produce desired outcomes
• Should possess strong interpersonal skills
• Must be willing to take a drug test and submit to a background investigation as part of the selection process
• Must have unrestricted authorization to work in the United States
• Must be willing to work out of an office in Bradenton, Florida
• Demonstrate an ability to use a Multi-meter
• Some experience working in a Technical Support role is a plus
• Possess general knowledge of National Fire Protection Agency codes
• National Institute for Certification in Engineering Technologies (NICET), Level 1 certification is a plus
• Candidate must possess intermediate knowledge in Fire and/or Sound & Communications systems, and a minimum of 3 years experience in technical/customer support
• Candidate must be able to communicate effectively both verbal and written to customers and team members
• Candidate must be able to work flexible schedules and able to travel to customer sites
• Candidate must be able to work with limited supervision and generate results with limited instructions
• Candidate must be able to participate in after hours “On-Call” support program
• You must submit your application for employment through UTCF&S Careers Site to be considered
• You must be 18 years or older
• You must be willing to take a drug test as part of the selection process. You must be willing to submit to a background investigation as part of the selection process
• You must have unrestricted authorization to work in the United States
• You must be willing to work out of an office in Bradenton, Florida
• Demonstrate the ability to use an Oscilloscope and Multi-meter
• Proactive thinker/self-starter
• Knowledge of National Fire Protection Agency codes
• National Institute for Certification in Engineering Technologies (NICET)
• Network+ Certified
• Responds to users problems by listening, clarifying, and responding within the scope of responsibility
• Record daily calls and all appropriate information in service ERP system. Provide technical support for Order Entry, Customer Service, and other Thermo Fisher Scientific personnel regarding product complaints, inquiries, availability, and catalog numbers
• Troubleshoot, investigate, repair, and document customer complaints of physical inventory within the department for quick turnaround
• Evaluate and Implement Process Improvements
• Participate in team coverage of on-call during non-business hours
• 3-5 years of Technical Phone Support or Customer Service experience preferred
• Knowledge of Anatomical pathology, or general laboratory services is strongly desired
• Demonstrated computer skills required to include Windows environment. ERP (JDEdwards) computer experience strongly preferred
• Ability to work in a team environment, and must be customer focused with appropriate sensitivity and sense of urgency for customer issues
• Ability to work independently, troubleshoot, and triage customer concerns
• Demonstrated computer skills required to include Windows environment. (MS Office) ERP computer experience strongly preferred
• Critical thinking and logical troubleshooting skills
• Ability to facilitate and lead work groups
• Strong Organizational and interpersonal skills
• Responsible for the delivery of all the operational services to the customer according to Service Level Agreements
• Monitors the customer environment and drives support delivery transformation based on the evolution of delivery capabilities
• Ensures consistent service delivery performance with defined quality standards, based on contractual obligations
• Recognized as customer’s focal point for service/support related issues
• Diagnose and resolve problems related to hardware, software and workflow on customer sites
• Perform on-site customer training for the operation and proper maintenance of HP Scitex digital printing equipment
• Proactively and reactively look for solutions to prevent problems from occurring at customer sites
• Perform machine-specific calibrations on customer sites including voltage uniformity tests, color registration and print head calibration
• Advice customers on proper settings, file formats, etc. in graphics software for compatibility with HP Scitex printing equipment
• Perform maintenance and troubleshooting on HP Scitex equipment
• Submit Customer Service Tickets following each on-site engagement
• Complete expense reports and submit timecard reporting weekly
• Bachelor's Degree in Electrical, Electronic, Robotic or Mechanical Engineering
• Experience includes two or more years of field service support (e.g., corrective and preventive maintenance, installation, training to end user, etc.)
• At least two years’ experience in digital printing equipment or in the digital printing industry
• Experience with pre-press application, RIP support, color management and training is highly desirable
• Strong Customer interaction skills
• Ability to work independently on assigned tasks
• Customer service oriented, punctual and reliable
• Ability to manage complex customer problems
• Ability to travel with minimal notice
• Travel is extensive and can range from 25-75%
• Ensure on meeting daily Key Performance Indicators
• Receiving end user calls
• Provide first level resolutions
• Provide excellent verbal and written customer service for commission based agents being mindful of the financial services producer environment
• Ticket creation/Categorization / Prioritization
• Ticket escalation to respective Support Group
• Incident resolution and recovery
• Ticket Closure
• Excellent written and verbal communication skills in English
• Excellent troubleshooting skills, search skills, ability to approach problems logically
• Technology support and/or programming experience highly preferred
• Basic understanding of financial services sales and agent/callers’ perspective as they working in an commission based producer environment
• Customer service aptitude
• Customer service orientation and ability to work in a team
• Exceptional interpersonal and communication skills and ability to build rapport
• Strong keyboard and typing skills
• Salesforce Knowledge/Certification preferred
• Bilingual Requirements: Spanish and/or Portuguese
• Bachelors or Associates Degree
• SFDC Certification
• Advanced user skills in Microsoft Excel (formatting, pivot, complex formulas, conditional formatting, data validation, etc.) Typing 60 WPM
• Skills required: 0-2 years Telecom experience; knowledge in Samsung, Ericsson, Lucent wireline or wireless
• Must be able to work in a 24x7 environment including weekend/holidays
• From 5 to10 years of experience in concrete construction
• Technician or engineer background, in design&detailing or construction site
• Fluency in English and in French
• Good communication and knowledge sharing skills
• Minimum 1 year of customer service experience; preferably call center environment
• Financial Services experience a plus, but not required
• Intermediate proficiency with PC/Windows related software (MS Office) required
• High ability to multi task and manage multiple products on multiple systems
• Excellent organizational skills and attention to detail required
• Strong critical thinking / problem resolution and follow up skills
• Ability to spend majority of the day engaged in telephone discussion with customers
• Excellent interpersonal skills including ability to maintain professional presence at all times
• Ability to interface with all levels associates and managers for both internal and external customers
• Must be able to work in a fast-paced environment, with daily processing efficiency requirements
• An understanding online banking and/or basic helpdesk knowledge very helpful
• Ability to work effectively with minor supervision
• Must be able to thrive under pressure
• Experience delivering customer service to both a B2B and B2C customers ideal
• Experience in a banking or financial services environment a plus, but not required
• Bilingual (Spanish/English) speaking skills a plus
• Provides day-to-day technical support to customers for Point of Sale systems, software and hardware
• Installs, configures and troubleshoots Point of Sale Systems in a call center environment
• Maintains passwords, data integrity and file system security for the Point of Sale
• Good in Comprehension
• Committed to Quality
• Critical thinking
• Effectively handle phone calls, emails, and chat sessions from customers who are experiencing problems with our products
• Asking clarifying questions, gathering information; researching, locating answers and providing information to client
• Help customers by providing answers to questions about our software applications
• Share information with other team members on how problems or issues were solved
• Post relevant information in the knowledge database
• Maintain constructive relationships with customers
• Bring to the attention of the manager any recurrent issues/inquiries
• At least 2 years of work experience in basic software troubleshooting
• Basic accounting and/or automotive dealership experience is desirable
• Experience in Enterprise software support and in automotive dealership operations, parts, service, business office accounting/payroll is preferred
• Good problem solving skills
• Basic computer skills - especially with PC's in the Windows environment
• Good communication skills/Phone skills
• Strong people interactive skills
• Ability to work against deadlines
• Ability to handle pressure well
• Works well with little supervision
• Provide expedited repairs to support Factory Service Center’s efforts to meet departmental goals on turnaround time for all repairs
• Min. 6 months of related work experience. Lens repair experience preferred
• Candidate must be able to lift min. 50 lbs. with assistance
• Answer inbound calls from customers, internal or external, regarding trouble repair for Windstream product and services
• Utilize and navigate in multiple systems to verify customer services to perform trouble isolation and repair of service
• Provide excellent customer service and professionalism to a wide range of customers
• Ability to accept and implement coaching and feedback in order to achieve individual or team performance objectives
• Recommend products that enhance or resolve a customer’s issue
• Phone Skills
• Quality Focus
• Problem Solving Skills
• Handle incoming requests from the customers to ensure prompt resolutions of the queries resulting in complete satisfaction & acceptance
• Efficiently gather complete information to access and fulfill customer needs
• Proactively educate the customer on preventive measures to avoid raising similar queries in future
• Offer a win – win proposition while adhering to Client company policy
• Communicate effectively and professionally with internal and external customers to resolve questions and issues
• Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience
• At least high school graduate with or without work experience
• Accountable for closing simple to moderately complex customer inquiries (through voice, emails or chat), able to customize canned responses
• Adapts existing methods and procedures to create possible alternative solutions to complex software and hardware issues
• Understands the strategic direction set by senior management as it relates to team goals
• Uses considerable judgment to determine solution and seeks guidance on complex problems with SME or TC
• High School graduate
• Fresh graduates are welcome to apply
• Willing to be assigned on graveyard & shifting schedule
• Experience with the BPO industry is a plus
• Provide exemplary client support and technical issue resolution via phone
• Provide exemplary client support and technical issue resolution via email as needed
• Maintain strong knowledge on supported products
• Meet performance objectives in call quality, customer satisfaction surveys, and call handling
• Provide timely follow up on outstanding client issues
• Effectively communicate and interact with staff assigned to assist in resolving client issues
• Facilitate general web-based sessions to aid new customers in implementing CS software
• Assist with Customer Service queues and Service Reception as needed
• Strong call handling soft skills
• Strong software and hardware troubleshooting skills
• Ability to self-manage and work as a contributing member of a team
• Ability to stay motivated in a fast paced, high pressure environment
• Strong research and problem solving skills
• Ability to quickly learn and master technical or complex information
• You have at least a high school diploma or GED
• You have at least three months of previous customer service experience
• You have excellent verbal and written communication skills
• You are comfortable working on a computer while simultaneously talking on the phone
• You are a self-starter, are motivated, and have a passion for helping customers
• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)
• Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer
• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
• Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
• Maintain basic knowledge of client products and/or services
• Prepare complete and accurate work including appropriately notating accounts as required
• May offer additional products and/or services
• Track, document and retrieve information in call tracking database
• May respond to customer inquiries by referring them to published materials, secondary sources or more senior staff
• High school diploma with three to six months of relevant experience preferred
• Courteous with strong customer service orientation
• Strong computer navigation skills and PC Knowledge
• Ability to effectively communicate, both written and verbally
• Dependable with strong attention to detail
• Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly
• Tolerance for repetitive work in a fast-paced, high production work environment
• Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner
• Ability to rotate shifts, as needed
• Based on location and/or program, additional experience/skills may be required
• Job requirements may vary by country and will not contravene any local laws
• Possess the technical aptitude to diagnosis/troubleshoot and resolve critical business IT issues
• Able to document clear and concise problem tickets accurately depicting the scope of the issue and outcome
• Strong interpersonal skills in responding to different levels within the organization
• Ability to communicate directly with non-technical audiences on system use
• Adapt quickly to new technologies and changing business requirements
• Thrives in a high stress environment and exhibits poise in all situations
• Ability to multi-task through multiple proprietary tools with exceptional efficiency
• Collaborates well in team environment
• Advocates for the customer
• Documents problems, completes problem tickets and requests information in the support tools
• Maintains knowledge with accurate up-to-date information relating to current policies, procedures, and troubleshooting techniques
• Must effectively manage call workload
• Provide superior customer support by analyzing, diagnosing and resolving problems and request within service level agreements
• Required to meet certification requirements and performance standards including
• Calls handled per shift
• Schedule Adherence/Utilization
• Average QA Score
• 1st Call Resolution
• Troubleshooting Accuracy
• Top Block Customer Satisfaction
• Interact with Customer to ensure Customer satisfaction following established procedures
• Perform installations, reinstallations, maintenance, and repairs on Customer equipment
• Deliver standard services
• Ability to gather relevant information systematically, and identify needs and solve problems following the instruction
• Networking technologies such as TCP/IP, Routing, ARP, DHCP
• Intermediate Windows knowledge and support, including Active Directory
• Advanced knowledge of common open source apps such as SendMail, postfix, openLDAP, iptables etc
• Foreign language fluency a definite plus!
• Common Initial technical certificates apply: o CompTIA / Cisco / SANS certificates AA or higher collegiate course work
• Ability to type 40+ words per minute
• Excellent and professional verbal and written communication skills
• Proficiency in Linux
• Proficiency in PHP
• Experience in fault isolation and root cause analysis to diagnose and solve complex technical issues
• Routing and switching technologies
• Familiarity with backup routines relating to industry best practices
• Database management including MySQL, Postgres, and NoSQL
• Thorough understanding of TCP/IP
• Protocols including DNS, NTP, DHCP, VRRP, VLAN, PKI, BGP, DHCP, HTTP, and NAT
• Firewall configuration principles and port forwarding
• Access control procedures including Active Directory, RADIUS, RSA SecurID, and LDAP
• Web-based threat and malware protection
• Understanding of the OSI model, IEEE standards, and networking
• Mid-level knowledge of computer hardware, software and peripherals
• VPN technologies including IPsec, GRE, and SSL
• Intrusion prevention and detection techniques
• IP and ARP spoofing protection techniques
• Understanding of WAN optimization, traffic shaping, Quality of Service (QOS), and uplink balancing
• Familiarity with encryption algorithms including AES128, AES256, DES, 3 DES, and Blowfish
• Exceptional telephone etiquette
• Persistence and attention to detail
• Exceptional problem solving and troubleshooting skills
• Effective communication skills including comprehension, written and verbal skills
• Ability to work independently with minimal management supervision, as well as part of a team
• Exceptional customer service skills and dedicated work ethic
• Possesses professional and courteous demeanor
• Dedication to customer support and satisfaction
• Works well individually, as well as in a team environment
• Ability to multi-task and prioritize assigned tasks in a fast paced environment
• Ability to quickly adapt to changing circumstances, direction and strategy
• Excellent attention to detail required
• Strong critical thinking / problem resolution skills
• An understanding of basic helpdesk knowledge very helpful
• Experience delivering customer service to both B2B and B2C customers ideal
• Firewall Team
• Install team
• High proficiency with PC/Windows related software (MS Office) required
• Responds to incoming candidate or test center technical support requests
• High School Diploma or GED required, some college preferred
• Minimum of 1 years' experience in telephonic technical support required
• Minimum of 1 years' experience in end user (B2B/B2C) software systems support required
• Certifications MCSE and A+ highly preferred
• Mon-Fri 6 am - 3 pm MST or
• Mon-Fri 7 am - 4 pm MST or
• Mon-Fri-8 am-5 pm MST
• Ability to solve problems and utilize critical thinking skills
• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
• Respond to queries either in person or over the phone
• Write training manuals
• Train computer users
• Maintain daily performance of computer systems
• Respond to email messages for customers seeking help
• Ask questions to determine nature of problem
• Walk customer through problem-solving process
• Install, modify, and repair computer hardware and software
• Clean up computers
• Run diagnostic programs to resolve problems
• Fluency in English is a must
• Bilingual candidates highly desired
• In depth knowledge of PCs, operating systems, networking and applications to be able to quickly and effectively help users with their problems
• Proven systematic and logical problem solving ability
• Experience within a call center environment
• One or two year computer diploma from a technical institute or a non-technical University degree with some formal training in particular products or technical areas
• One or two years of helpdesk support or equivalent
• Good interpersonal skills such as effective listening, empathy, patience, and the ability to carefully walk a user through problem resolution steps remotely
• Aptitude to troubleshoot problems under pressure, and the ability to defuse excited and sometimes irate users or customers
• Ability to work well with other departments in a team environment
• Well-developed organizational and extensive follow-up skills are a must
• Ability to handle and keep up with constant changes to products, policies, and maintain procedures
• Use of Remote Desktop Software
• Ticketing and knowledgebase system use
• Strong Microsoft operating systems experience
• Strong understanding of printers and networking
• Mon-Tue-Wed - Fri -Sun 1:30p to 10p off Thu and Sat
• Technical support and training for Brady's customers, distributors, and international and domestic sales personnel
• Strive to maintain call response objectives set forth by the Technical Support Supervisor
• Regular and consistent feedback from end-users and distributors will be passed on though the appropriate marketing managers
• Suggestions for product improvements will be expected
• All department personnel will constantly upgrade skills to keep pace with products within their responsibility
• Company and division safety policies are understood and followed, as well as general housekeeping procedures
• Teams and task forces, of which the individual is a member, contribute to department or divisional goals
• Job specific training is provided at intervals agreed upon by the Technical Support Supervisor
• The division's proprietary and confidential information is recognized and protected. Maintain service levels established by the Technical Support Supervisor. Help maintain technical integrity and timeliness of the Product Information Database (Knowledgebase)
• Demonstrate effort and initiative towards achieving and maintaining the "World Class" status for Brady America
• Technical College coursework related to Computer Science
• Must have experience in a Customer Service or Support function
• Associate degree desirable
• Knowledge of Operating System and Networking is desirable
• Bi-Lingual in Spanish or French is a plus
• Excellent people skills and the ability & interest to develop great relationships with our customers
• Experience in telephone and email customer service
• Ideally proven experience or knowledge of how to support customers with their technical queries
• A positive attitude towards learning new tasks and undertaking any systems training, adapting to change and multi tasking
• Experience of using databases
• Excellent Communication Skills and Telephone manner
• Proven Customer Service experience
• 'Can do' attitude, initiative and genuine commitment to customer service
• Ability to assist customers with technical queries
• Call Centre experience
• Competitive compensation package including regular performance bonuses
• Medical and dental coverage plus life insurance options
• Immerse in personal development programs and continued skill enhancement through proprietary training
• Engage with your colleagues and build friendships through exciting promotions, events and activities
• As a Technical Support Representative you will be required to handle inbound phone & email inquiries from customers based in China. You will be expected to help the customers troubleshoot computer peripheral products, as well as provide superior customer service for general inquires
• To resolve customer complaints via phone, email, mail, or other media
• Use telephones to reach out to customers and verify account information
• Greet customers warmly and ascertain problem or reason for calling
• Assist with placement of orders, refunds, exchanges; cancel or upgrade accounts
• Take payment information and other pertinent information such as address and phone numbers; provide company information & services
• Answer questions and suggest solutions in relation to products and services
• Inform customer of deals and promotions
• Ensure active and appropriate engagement on the continuous improvement opportunities
• Open to Filipinos who can speak Korean language or Korean citizens who are 13-A Visa holder
• Fluency in Korean both spoken and written
• Good understanding of computers including Windows based programs, USB’s and Internet Explorer
• Strong interest in technology, gaming and entertainment systems
• Must enjoy working with different types of people and cultures
• Passion for and commitment to delivering the best support experience
• Excellent soft and interpersonal skills
• Strong e-mail, word processing, and web usage skills
• Has completed at least 2 years of college in any course (without back subjects)
• Excellent verbal and written English communication skills
• Previous customer service experience is a plus!
• Knowledge of principles and processes for providing good customer service. This includes customer needs assessment and meeting quality standards for service
• Active Listening & Problem Solving Skills - giving full attention to what the customer is saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times
• Excellent English Communication & Interaction Skills — conversant in English and can convey information effectively
• Service Orientation — Proactively looks for ways to help people; Ability to be polite, have confidence, and use diplomacy in difficult situations
• Able to set priories and multi‐task
• Detail-oriented and customer-focused
• Analyzing call logs so you can spot common trends and underlying problems
• An ability to assess each customer IT knowledge levels
• Good analytical and problem solving skills - giving full attention to what the customer is saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times
• Good interpersonal and customer care skills
• Complete at least 6 months to 2 years of college without back subjects
• Previous customer service / technical support experience is a plus!
• Answers customer/client requests or inquiries concerning services and products and reports problem areas
• Utilizes various systems and tools to initiate to assist and service customers
• Continually maintain working knowledge of all company products, services and promotions
• Make recommendations according to customer's needs
• Utilize operational systems to process purchases of all products and services
• Administer system functions on all opening, closing, and balancing procedures to according to finance guidelines
• Troubleshoots and resolves customer impacting issues such as but not limited to voice & data issues that span multiple networks and interdependent network elements, considering network conditions, connectivity, devices, applications, and provisioning. (Note: The skill and knowledge required will change with technology and application innovations.)
• Provides support for products and services offered by the Company
• Assists customers with products and services such as but not limited to laptop connect services including air cards, USB devices, initial set-up, configuration of Client provided software & applications
• Handles less routine & repetitive matters and more complex troubleshooting scenarios
• Identifies, tracks & trends issues to assist in root cause elimination
• Proactively engages T3 support (network and IT) to address & resolve issues
• Engages third party vendors and suppliers as needed to address service faults & provide customer resolution
• Remains proficient in all billing, rate plan and feature matters
• May support emerging technologies until matured or until tools & technology enable mainstream support at CSR1
• Resolves issues resulting from direct inbound customer calls, transferred callers including calls from other CSRs, trouble tickets or escalations
• Good Troubleshooting Skills
• Good knowledge of computers
• Typing Speed of minimum 25 wpm
• Knowledge of Android Devices and Cell phones is a plus
• Technical knowledge is a plus
• Work with customers to identify service-related needs and offers the most appropriate solutions providing world-class customer service
• Diagnoses and resolves basic network and modem functionality issues
• Provides solutions for customer repair problems or formulates trouble reports
• Schedules a technician dispatch for on-site service calls when necessary
• Demonstrated interpersonal communication skills for communicating with customers
• Training is approximately 5 weeks - includes classroom and on the job. Classes are Monday – Friday and this training is mandatory and requires 100% attendance
• Excellent interpersonal, communication and listening skills
• Ability to multi-task in a Microsoft Windows environment and utilize multiple programs for troubleshooting
• Work with customers to identify service-related needs, and to offer the most appropriate solutions; providing world-class customer service
• Walk customers through common hardware and software configurations to maximize service functionality
• Interface with customers over the phone providing status updates and ensuring service has been restored
• Schedule a technician dispatch for on-site service calls when necessary
• Escalate appropriate technical issues to Tier 2 Technical support when needed
• Ability to work flexible hours including evenings, weekends, holidays and overtime, is required
• To make themselves available to receive calls for a minimum of 80% of their on-line time
• Troubleshoot simple to complex technical issues with customers with a positive and knowledgeable approach
• Adjust your approach to all levels of customer experience
• Wow customers by listening attentively to their needs, gain agreement on the resolution and bring the issue to conclusion
• Analyze information to determine the path of resolution
• Teach and educate customers on support options, and the steps being taken to resolve their issue
• Demonstrate a high level of customer service when helping a customer and if necessary, to escalate “hot” issues to a more experienced agent
• Logging of calls from customers onto a database and following escalation procedures to resolve problems or issues
• Communicate positively with team members, customers, and other partners
• To provide feedback on a daily basis to the Team Manager regarding new emerging issues that have been discovered
• Be a confident and enthusiastic communicator
• Have strong organizational and administrative skills
• Be a self-starter who is motivated and innovative
• Have a high stress tolerance
• An appreciation of the IT environment
• A high level of computer literacy
• A knowledge of hardware principles
• Experience of working in a pressurized, target driven environment
• A strong “hands-on” background in a similar environment
• Volt is a equal opportunity employer
• Strong problem solving skills; gathers and analyzes information skillfully
• Excellent written and verbal communication skills, especially the ability to listen and comprehend effectively
• Capable of managing difficult or emotional customer situations and building rapport
• Ability to understand and escalate issues efficiently and appropriately
• Prioritize effectively within tight schedules and a fast pace environment
• Enthusiasm and positive attitude in context to the role
• Resolve questions or problems in areas of system configuration/setup, browser/application compatibility, online product functionality and bugs/errors
• Resolve technical inquiries by clarifying desired information
• Researching, locating, providing information, and forwarding requests to appropriate escalation path
• Troubleshooting in order to assist customers with the most accurate and timely response to their technical support issue(s)
• Keep equipment operational by following established procedures and reporting malfunctions
• Update job knowledge by participating in educational opportunities
• Enhance organization reputation by accepting ownership for accomplishing new and different requests and exploring opportunities to add value to job accomplishments
• Customer focus and service skills
• Objectivity, dependability, multi-tasking, computer and online application skills
• Education and experience
• Preferred candidate must have at least one year of experience in technical support and/or customer service environment
• Answer phones and/or emails professionally
• Respond to customer inquiries
• Research required information using available resources
• Handle and resolve customer questions, issues and complaints according to required service levels
• Process RMAs, orders and do internal follow-up as necessary to ensure we deliver on our promises and any service level agreements
• Identify and escalate priority issues
• Route calls to appropriate resources and staff
• Follow-up customer calls where necessary
• Complete call reports
• Support creating activity reports on call center cases
• Troubleshoot all elements of a digital cinema deployment (projector, media player, automation, server, switches)
• Ability to write knowledge base articles
• Experience configuring managed switches
• Flexible to work the Graveyard Shift
• Experience troubleshooting proprietary systems with limited documentation
• Fluency in English, written and oral
• Fluency in Spanish, written and oral, REQUIRED
• Exceptionally customer oriented, reliable judgment, problem solving skills
• Excellent project management skills; ability to get things done
• Ability to multi-task with exceptional attention to detail
• Ability and motivation to take initiative as an advocate of our customers to others
• Ability to clearly communicate actions necessary and to influence broad spectrum of stakeholders on behalf of the customer
• Excellent interpersonal skills; able to work with many different teams and cultures
• Self-starter with pride of ownership
• Capable of handling medium to high levels of stress and retain resilience
• Knowledge of digital cinema market, products and value proposition
• Ability to produce quality deliverables
• Expert computer skills (MS Office) and demonstrated comfort with computer and other hardware (i.e., servers, switches, etc)
• Basic knowledge of IP and experience with local area networks (e.g., set up and configuration)
• Ability and means to travel on a flexible schedule as needed; proof of liability and property damage insurance on vehicle used. Approximately 10% travel
• Ablility to lift up to 50 pounds as needed
• Associates degree in IT or Electronics or equivalent training
• 2-3 years of experience in customer service, technical services support, digital cinema environment
• Familiarity or demonstrated comfort using call center and ERP tools (e.g., Salesforce.com)
• Electronics experience a plus
• Provides advanced post-sales technical support via the email & chat for Smart-UPs products and accessories
• Assists in technical escalations from CSRs and TSRs
• Works as a Subject Matter Expert supporting less experienced team members
• Ensures every interaction creates the optimal customer experience
• Assists potential customer with product selection and configuration
• Bachelor’s Degree Preferred, Not Required
• 6 years customer support experience, preferred
• Healthcare background
• Experience in computer scripting or programming that may include formal language or scripting experience (ie PHP, Perl, Bash, Shell Scripts, etc.)
• Experience or exposure to SQL Select statements used to query databases
• Experience with medical practice management systems, preferably EPIC, NextGen, IDX Flowcast, or IDX Groupcast. Technical experience and Support/Call Center experience with one or more of these practice management systems preferred
• Outstanding customer service attitude required
• Ability to establish positive relationships with external and internal customers at all business levels
• Superior interpersonal communication skills, flexibility and responsiveness
• Strong attention to detail and accuracy are required
• Works well in a team oriented structure to achieve goals
• Function as the first point of contact for users and provide Tier 1 support and service via telephone, email, and web chat for Incidents, Service Requests, and inquires related to various technologies including PCs, mobile devices, peripherals, telephony, software applications, and network infrastructure
• Efficiently and accurately log, prioritize, and categorize all Incidents and Service Requests from all channels into the ITSM system, including those submitted by end users via the self-service portal and/or email and, if necessary, perform callbacks to get clarifications or to work on resolution
• Provide first-line investigation and diagnosis of all incidents by performing basic hardware and application troubleshooting and, utilizing the IT Service Desk Knowledge articles and other resources to find a solution
• Assign unresolved Incidents and Service Requests to the appropriate Tier 2 Support Group if unable to achieve first-call resolution in a timely manner
• Escalate Major Incidents immediately to the Incident and/or Problem Manager
• Document Incident and Service Request descriptions and resolutions clearly and flag any resolutions for review that may be candidates for Knowledge articles
• Associate Incidents and Service Requests with other ITSM records (i.e. Changes, Problems, Knowledge articles, Known Errors, etc.) when appropriate
• Keep users informed about their Incident and Service Request status at agreed intervals, verify resolution with users, and close Incidents and Service Requests in the ITSM system
• Follow all IT Service Desk processes and procedures by which Incidents, Service Requests, and inquiries are received, categorized, prioritized, escalated, and resolved
• Provide excellent customer service to the IT Service Desk customers
• Organize and perform inventory of depot equipment
• Test and repair equipment
• Entry Level 0+ years of IT Service Desk experience
• Basic knowledge of PC and mobile hardware, telephony, software applications and peripherals
• Working knowledge of PC networking is preferred but not required
• Good interpersonal skills and strong customer service orientation
• Ability to analyze and problem solve
• Perform PC, laptops and printer repair on the road
• Provide post-sales or service delivery support and solve applications problems for remote or local accounts, on standard and specialized systems, provide direct post-sales systems technical support to end users and HP Authorized Service Providers
• Solve technical problems on an assigned hardware and software platforms
• Accountable for company policies and procedures to complete a wide variety of internal and Customer facing tasks
• System level technical knowledge effecting customer business level availability Independent judgment exercised affecting HP escalation processes
• Minimum Vocational/Diploma/Associate Degree (technical field) equivalent with 2-4 years of working experience in related fields or Degree holder with 2-4 years relevant working experience
• Knowledge of corporate organization, job, and policies
• Advanced knowledge of operating systems and software
• Basic skills in project management
• Strong communication skills, problem analysis, and presentation skills
• Ability to develop Customer relationships
• Basic networking, O/S, and troubleshooting knowledge
• Detailed understanding of general/technical aspects of the onsite system hardware repair job
• First line of support to allocated customer base for all Banno products and services
• Field feature requests, ideas, bug reports, and customer feedback post implementation
• Deliver/manage client expectations for work submitted through the support queue
• Build and maintain effective working relationships serving as liaison between both internal and external teams
• Possess the ability to multitask and stay organized while managing a diverse caseload. Demonstrating the ability to proactively learn and adapt, as priorities shift internally will be critical to your success
• Provides, at minimum, level one troubleshooting. Accurately assesses the customer's product issue or problem. Asks the user well thought out or detailed questions and carefully listens to the user's response to fully comprehend the need, product issue, and best avenue for resolving the problem
• Identifies and resolves application and service issues and any other questions that may arise. Answers general application questions
• Provides appropriate personnel a precise understanding of user's issues when the problem needs to be escalated to a higher level
• Monitors incoming cases and emails and resolves in accordance with Service Level Standards (SLS). Uses available support tools to assist the customer and/or recreate the issue
• Must be available to travel to our San Diego office for training during first 4-5 weeks of employment if in Allen TX office
• Must be able to work additional shifts as necessary
• Unix/Linux experience is a plus
• Associate or Bachelor's degree
• Experience with a case tracking system (Microsoft CRM, Salesforce.com, JIRA, Remedy, etc…)
• 4+ years of Financial Services support background
• Support Symitar software running on the IBM AIX platform
• Assist customers in maintaining 24/7 uptime of the mission critical Symitar software
• Assist customer IT staff in the management of Symitar software and IBM AIX
• 6 months of back office BSA experience
• 6 months of SQL experience
• May manage hardware capacity and performance and assess hardware needs
• Assist customers with ongoing technical support of all client licensed software
• Log, track and manage all incoming calls professionally, maintain current notes, provide timely (measured by internal service level agreements) and accurate resolution of client issues, ensuring client satisfaction
• Participate in ongoing training sessions and conduct informational training with clients and staff
• Work with development team in testing new installs for add-on sales, creating Microsoft batch files, VBScript files and testing software
• Assist with creation and maintenance of Technical documentation (hardware / software requirements / recommendations, user technical information, internal procedural, etc.) as needed
• Deliver on commitments to our clients and each other by following the Fiserv Values:◦Earn client trust every day
• Minimum of 2 years Customer Service and/or Call Center experience
• Knowledge of TCP/IP, Active Directory, Microsoft Security, and Proxy servers
• Strong understanding of current Microsoft Windows server and desktop operating systems
• Experience installing and maintaining digital certificates
• Ability to work productively in a fast-paced, deadline-driven environment while exercising professionalism in communication with clients and management
• Post-sales technical support for Schneider Electric’s core product line and product selection services
• Understanding of system availability concepts and Schneider Electric’s solutions for providing uptime
• Consultants are required to interpret policies and make business decisions under pressure, based on customer and company needs to meet aggressive deadlines with minimal supervision
• Assist customers including Electrical Distributors, End Users, Original Equipment Manufacturers, Consultants, and Contractors with product selection and configuration
• Provide technical product application support for Circuit Protection, Distribution Equipment, and Industrial Controls
• Deliver technical support to sales engineers to assist in developing new business opportunities
• Advocate for customer to seek a suitable solution or work around that meets the needs of the customer Collaborate with internal functions such as Marketing, Engineering, and Quality
• Develop and review knowledge documentation including white papers, troubleshooting guides and knowledge articles
• Serve in the MorphoTrust USA Customer Care Center providing technical/non-technical support of MorphoTrust customers across North America, supporting various deployed Drivers License Systems, Document Authentication Systems, and other MorphoTrust custom systems. Support activities include troubleshooting and remote diagnostics of all Video Capture Stations (VCS) and Retrieval Workstations (RWS). These systems include a variety of individual components such as computers, cameras, printers, UPS’s, signature tablets, variety of scanning technologies, and fingerprint capture units along with standard Operating Systems (OS) and MorphoTrust USA custom software applications
• Evaluate help-desk requests and direct them to the appropriate field technician or Corporate IT support resources based on individual request requirements and resource capabilities
• Maintain liaison between the Field Service Technician teams across North America and the customer’s field personnel, including being an advocate for providing satisfaction to our system operators by maintaining a proactive approach with the users
• Participate in establishing and assume ownership of individual and company performance goals
• Document the customer problems as required in the Support Desk (HoH) Service Management System and provide appropriate details/information, and update trouble ticket throughout the life cycle of the ticket
• Support the MorphoTrust USA Field Technicians to log all service requests, track response to, and document closure of service requests to insure contract compliance for response time and Service Level Agreements (SLA) for all programs
• Assist in providing data and reporting to the Field Service Manager and others, as required
• Support the tracking of all MorphoTrust USA and Customer-owned assets (Hardware and Software Licenses) where MorphoTrust USA is contracted to provide maintenance and support
• Assist in continuous improvement initiatives intended to improve performance to the customer and cost savings to MorphoTrust USA
• Assist the Care Center Supervisors to maintain all customer files and other site-specific information in the Support Desk (HoH) Service Management System to ensure all data is accurate. Site-specific data could include customer’s physical address, phone numbers, fax numbers, e-mail address (if provided), and Site Manager name. In addition, some jurisdictions may include information such as IP addressing for the systems, Jurisdiction Area / Zone Supervisors, or other data that may be useful when providing support for the site
• Actively participate in maintaining the Technical Document Library & Media-WIKI Knowledgebase site to ensure that the most current and accurate support information is available to the Call Center Technicians, as well as being accessible to the Tier-3 organization and the Tier-2 staff. This includes “lessons learned” during normal support, to ensure that all support data entered into system is searchable and accurate
• Ability to understand and diagnose various computer, networking hardware, and software applications supporting Video Capture Station (VCS), Retrieval Workstation (RWS), and other system components
• Understanding of and ability to use a variety of operating systems including MS DOS, Windows 2000, XP-Pro, Windows 7, and a various Server operating systems
• Understanding of and ability to use the following software programs: MS-Word, MS-Access, MS-Excel, Norton & MacAfee Anti-virus, MS-Outlook, MS-Internet Explorer
• Must be reliable and show initiative, have the flexibility to work independently and as part of our team
• Ability to multi-task and set priorities in a fast-paced, dynamic environment
• Must be able to rapidly research problems and deliver sound solutions by leveraging existing knowledge bases and search engines
• Must be able to explain technical terms and solutions to technical and non-technical customers
• Willing and able to take the initiative and be proactive to follow through with issues, including effectively using escalation procedures as necessary
• Able to understand, design and implement continuous improvement initiatives
• Experience with TCP-IP and other network communications
• Willingness to participate in on-going technical training (self-paced & classroom) in areas needing improvement, including learning new products and tools, sharing knowledge with others, and providing feedback on products and/or processes
• Must possess excellent written and oral communication skills, and must be able to effectively communicate with various personalities as part of the daily work environment
• Ability to interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
• Ability to write effective reports and correspondence
• Be a self-starter and investigate and find solutions for problems that involve areas of responsibility
• Clean driving record and able to pass thorough background checks
• Ability to analyze issues, establish priorities, anticipate consequences, make decisions, and take action with fine attention to detail
• Able to maintain proper business presence, and interact with internal/external clients in a professional, courteous manner
• Strong computer hardware and software technical skills
• 2-5 years of experience as a Technical Support Representative
• High school diploma at minimum is required
• Experience troubleshooting problems with electro/mechanical equipment or software applications
• Fluency in French is required. Preferably French Canadian
• Troubleshoot circuit issues to the demarcation and open a related ticket with the carrier. Maintain communication with the customer including using Remedy updates. Assure that all updates are completed within the Mitel Cloud Services SLA
• Obtain accurate information from the customer to complete the changes they have requested
• Contact customers directly to resolve reported issues, validate that you clearly understand the request and that it is documented within the case
• Identify specifically where the customer resides (what MBG, what Portal, what circuit id, what carrier)
• Program and troubleshoot SIP and MiNet devices (ATA’s, softphones and conference phones)
• Be able to provide initial support to Mitel Cloud customers for all Mitel provided products (MiCloud Business, UCaaS, IaaS, Enterprise, Nupoint)
• Provide debriefing information for billing and historical service reports
• Provide administration and user portal training
• Perform basic triage using transport trouble shooting guidelines prior to opening a ticket with the carrier or escalating to Tier 2 if applicable
• Required to be in the on-call rotation
• Responsible for timely completion of training and certification courses as assigned
• Perform move/add/change requests in the Mitel Cloud environment
• Provide assistance to our customers (via inbound call queue and email support)
• Uses creativity to innovate and solve complex problems
• A good understanding of LAN’s and how the customers’ configuration can impact the Mitel Cloud environment
• A good understanding of the WAN and how the Internet will impact our customers
• Capable of touch typing at 40 words a minute or more
• A strong and proven desire to learn and work in fast pace agile environment
• New grad to 2 years experience technical customer support
• General understanding of VoIP technologies
• HS diploma required and relevant experience required; 4-year college degree in Information Systems or related field preferred
• Minimum one (1) year experience in high volume technical support call center
• Strong PC knowledge, including installing and troubleshooting software and installing and configuring hardware to the board level required
• Must have hands-on knowledge of Windows Operating systems (98, NT, 2000, ME, XP), MS-Office, installation and troubleshooting of RAS and TCP/IP as well as a strong networking background
• Self-starter who can work independently and reliably and find alternate ways to accomplish objectives
• Must be able to apply judgment in resolving problems and in making routine recommendations
• Ability to demonstrate a courteous, tactful and professional approach with employees and external customers and vendors
• Ability to accurately complete tasks and projects, within allowable timeframes
• Assist customer with basic troubleshooting and questions related to customer’s product and/or account issues
• Documents customer calls in the database system including resolutions, issues, and general notes
• Maintains up-to-date level of product and procedural knowledge by being attentive to and acting upon information advised in email updates, team meetings, trainings and other briefings
• Maintain, at a minimum, target levels of productivity and performance
• Helps maintain a good team and working environment by assisting fellow employees and participating constructively in meetings
• One year technical support experience or the equivalent through a combination of education and related work experience
• Excellent oral, written and interpersonal communication skills
• Ability to work in a fast-paced phone center environment
• Ability to effectively analyze and troubleshoot computer hardware and software issues and provide sound resolutions
• Capable of working autonomously and also function as part of a team
• Ability to distinguish the varying levels of clients' technical competency & communicate on an understandable and professional level
• Ability to type at a minimum 35 words per minute
• Provides technical support to clients via email, phone, or other methods
• Serves as the primary service contact for existing customers and clients who have questions and troubleshooting issues about Verisign product or process related to the business
• Responsible for maintaining a professional and satisfied relationship with clients and customers by providing product and service troubleshooting while educating about the features and benefits of their purchase
• Utilize the Customer Service Knowledge Base and proprietary troubleshooting techniques to resolve a customer’s technical issue in a timely and cost-effective manner
• Provides support relating to technical issues involving Verisign’s core business applications
• Monitors the remote monitoring and management system alerts and notifications, and responds accordingly through service tickets
• Communicates with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
• Recommends content of common issues/resolutions within the Customer Service Knowledge Base
• Analyzes and resolves product/ service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
• Accurately identify customer needs, gathers information and documents complex Customer issues through the Sales force CRM tool
• Provide accurate, courteous and timely response and to customer comments/questions
• Adhere to the technical support organization standard operating procedures and escalation guidelines
• Possesses a general understanding of the Verisign’s products and services
• Interact with customers via telephone providing first level technical support and represent the Rogers Wireless brand with pride
• Open availability to attend our Full-Time training program during the mornings, evenings, and or weekends
• Ability to work part – time hours between the hours of operation; 7 am – 2 am, this role is not dedicated to only evenings and weekends
• Answering customer phone calls and emails from clients requesting technical assistance
• Monitoring and responding to tickets, monitoring alerts, and general inquiries from internal and external customers
• Troubleshooting complex technical issues in a fast-paced data center environment
• Working within a team of Service Desk Technicians to effectively and efficiently resolve customer issues
• Communicating with shift replacement personnel on any and all outstanding and escalated issues
• Detailed documentation of the technical troubleshooting and issue resolution within the Salesforce ticketing system
• Effectively troubleshoot issues and resolve problems related to server operating systems (Red Hat Linux, MS Server 200x), core application stacks (IIS, Apache, MSSQL, MySQL, etc.), network infrastructure (switches, firewalls), and various managed services (managed storage, managed data protection)
• As a trusted advisor create and maintain effective customer relationships – with customer satisfaction as the ultimate goal
• Resolves operational issues with customers with strict adherence to the company’s Service Level Objectives
• Maintains the technical/physical integrity of customer solutions
• Work with management to establish or revise procedures and processes as necessary
• Maintains an effective working relationship across internal departments by recognizing their functional objectives and keeping all lines of communication open
• Maintains a working knowledge of all products, processes and systems
• Candidates must have reliable transportation
• This position requires shift work
• Extensive knowledge of the web hosting industry and data center, web hosting services
• Strong troubleshooting and Quality Assurance skills
• Certifications such as Cisco, Linux and Microsoft
• General knowledge of Enterprise level hosting products
• Excellent problem solving skills and knowledge of Solaris, Linux, and/or Windows Operating Systems
• Strong networking knowledge
• Knowledge of TCP/IP (v4, v6), WAN/LAN topologies and protocols
• Must have the ability to grasp new technical information quickly
• Ability to handle multiple tasks and work well in an intense environment
• Must be able to work closely/effectively with others in a team oriented environment
• Demonstrated customer service and team interaction skills are required
• Must be self-motivated and results driven
• Bachelor’s Degree in related discipline a plus
• Preference given for those with technical certification(s)
• Current CCNA a plus
• Ensure theaters are reporting correctly
• Ensure that data reported to comScore is correct in the database
• Ensure that data reported gets posted to the correct film and then to the correct version of that film
• Ensure that data provided to our customers goes out in a timely and complete fashion
• Associate's degree (AA) and/or equivalent from two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience
• Must be comfortable at a *nix shell or a DOS prompt
• Must have a basic understanding of SQL and databases
• Must have a basic understanding of networks, networking and Internet protocols (e.g., HTTP, FTP SMTP, etc.)
• Must have a good understanding of spreadsheets and spreadsheet software
• Must be able to do basic Windows and Windows networking troubleshooting
• Must be able to work under pressure and effectively cope with tight deadlines
• Must be able to work without supervision
• Must have exceptional problem solving skills
• Answers incoming requests through a multichannel system which include but are not limited to product troubleshooting, product knowledge support, and service support functions
• Provides answers and recommendations to customers by identifying problems; researching answers; guiding client through corrective steps
• Accountable for all record-keeping as appropriate and in accordance with Stryker specifications
• Understands, interprets and explains detailed information of printed material and processes
• Prioritizes and identifies activities and tasks, adjusting priorities when appropriate
• Demonstrates an understanding of how decisions impact customers and markets
• Provides consistent leadership through performance and relationships and by going above and beyond for our customers and department
• Subject Matter Expert (SME) in product knowledge and technical support, along with ability to manage special projects
• Mentors team mates and participates in departmental training
• Other job responsibilities as assigned
• Analyze customer problems and formulate plans of resolution
• Support installation, configuration and troubleshooting of workgroup and domain networks
• Support installation, configuration and troubleshooting of broadband ISP connections
• Support installation, configuration and troubleshooting of Liberty Tax Service proprietary applications
• Proactively look for way to improve processes, operations, and the customer experience
• Document incidents thoroughly and accurately
• Customer Service experience plus
• Strong hands on experience and knowledge of Windows Vista,7 and 8 operating system
• Strong hands on experience and knowledge of work groups and small office networks
• Ability to quickly adapt to new projects
• Identify, troubleshoot and where possible resolve issues that have been escalated from Customer Support and provide 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
• Must have minimum of 5-7 years’ experience with data back-up technologies on diverse platforms including Windows, MAC and Linux
• 3 years of experience in technical software support, providing ticketed or phone support
• Bachelor’s Degree in Computer Science, Computer Engineering, Software Engineering, Electrical Engineering or equivalent experience is strongly preferred
• Demonstrated expertise supporting Enterprise level Backup/Recovery applications
• Experience troubleshooting backup storage hardware and a good understanding of relational databases is required
• Experience in Disaster Recovery or Business Continuity Planning is a big plus
• Aptitude for solving problems and acting on own initiative
• Experience with backup & recovery preferred
• Experience with planning or executing system and site recoveries are a bonus
• In-depth technical knowledge of Windows Operating Systems
• Working to above average knowledge of Linux, VMware, HyperV, Storage
• General or above average knowledge of database technology including MS Exchange and MS SQL Server
• Ability to write simple to complex SQL queries
• Microsoft Certifications are preferred
• To perform this job successfully, an individual should have knowledge of a broad range of software and technologies
• Intermediate to advanced understanding of concepts of Security, Encryption, Compression, the Cloud, Big Data, File Systems
• Degree in natural resources, chemistry, environmental, physical sciences or electronics engineering
• At least 2 to 3 years of technical experience such as in a field or lab water testing role, or working with analytical instrumentation is required
• Prior customer service experience is required
• Resolves Client concerns raised during installation, operation, maintenance or product application or compatibility matters
• Microsoft Windows server, UNIX, and Microsoft SQL knowledge highly preferred
• Documents Client information and recurring technical issues to support product quality programs and product development
• Knowledge of FIS products and Services helpful
• To perform this job successfully, an individual should have knowledge of a broad range of software and hardware infrastructure technologies
• 2-5 years of experience in technical software support, providing ticketed phone and email support
• Excellent customer service skills (verbal and written)
• In-depth technical knowledge of Windows desktop and server operating systems
• General or above average knowledge of Windows Server administration including Active Directory, Group Policies, Volume Shadow Service (VSS), and system registries
• Working to above average knowledge of Apple OS and Linux
• Experience with planning or executing system and site recoveries
• Programing experience is a bonus
• Present professional, efficient and friendly customer service to all customers
• Provide technical support to customers and colleagues via phone, email and other electronic media
• Troubleshoot, upgrade and repair equipment as required
• Interact with Operations, Sales, and Service teams to ensure collaborative efforts leading to timely response to customer needs
• Manage daily work schedule to ensure sufficient call center coverage
• Assist in the development of technical material and training documents
• Train customers and colleagues on instrument operation and maintenance
• Undertake some field service functions at customer sites
• Escalate and document technical requests and quality issues through the use of CRM tools
• Up to 10% travel as required for training or in support of service assignments
• Perform other duties as necessary to ensure the efficient operation of the Technical Support Department
• 2 year College/Technical Degree and/or equivalent technical support or field experience
• Minimum of 2 years or equivalent technical experience with skills in analytical/process instrumentation, chemistry, pneumatics, mechanics and electronics
• This position may involve access to technology and/or software whose export is controlled by regulations of the U.S. government. Any final job offer will be extended only to otherwise qualified candidates who also meet the level of export control requirements applicable to the position
• Ability to interpret test procedures, wiring diagrams, schematics, and technical specifications is required
• Full driver’s license
• Ability to solve problems and deal with a variety of variables in situations where only limited standardization exists and timely resolution is essential
• Experience with Microsoft Office and database usage a must
• Proficient use of a CRM tools such as SalesForce
• The ability to read engineering drawings and circuit schematics
• Excellent oral and written communications skills (listening and understanding; problem solving; presentation skills; etc.)
• Ability to prioritize work and simultaneously manage multiple responsibilities and assignments a must
• Networking technologies such as TCP/IP, routing, IP subnetting, static routes, proxies, ARP, and DHCP
• Network infrastructure applications such as DNS, NTP, DHCP, VRRP, VLAN, PKI, and IPSec
• Firewall configuration principles like NAT rules and port forwarding
• Layer 7 Application control techniques -- examples of controlled applications include: peer-to-peer (P2P); Instant Messaging; Voice over IP (VoIP); Streaming media; and Standard Layer 7 protocols like BGP, DHCP, HTTP, etc
• Role based access control procedures with tools like Active Directory, RADIUS, RSA SecurID, and LDAP
• Intrusion prevention techniques for common attacks like: SQL injections, arbitrary code executions, cross site scripting and buffer overflows, Denial of Service (DoS) and Distributed Denial of Service (DDoS), and directory traversal and probing and scanning attempts
• WAN optimization, traffic shaping, Quality of Service (QOS), and uplink balancing
• Encryption algorithms to include: AES128, AES256, DES, 3 DES, and Blowfish
• Site-to-site and client-to-site VPN technologies like IPSsec, GRE, and SSL-VPN
• Fault isolation and root cause analysis to diagnose and solve complex technical issues
• Proficient with a Linux development environment
• PHP and C++
• Database management (MySQL, Postgres, and NoSQL)
• Juniper (Netscreen)
• Palo Alto Networks
• Bachelor's Degree in Networking and Telecommunication, Computer Science or IT
• Join an experienced team of field support managers (15+ years of experience). Partner with operational team members to identify solutions to unit down and mission disabling field events. Work in a fast paced and rich environment to provide support to the fleet managers from the largest fleets in the nation
• Meet with cross functional teams (production, engineering, purchasing, quality, etc) to identify solutions to field issues and design field solutions (part, kit, etc) to resolve the root cause of the failure
• Develop field solutions to common issues, support technical publications personnel in authoring documents that provide self-help instructions to field issues
• Work with mentor (experienced design engineer) to learn SolidWorks systems within Utilimaster. Complete special design project to graduate from rotational engineer program
• Become an ambassador of the customers to recommend product enhancements and performance improving field kits that our clients need to support their daily operations
• Embrace and support Utilimaster Corporate policies and procedures
• Be able to solve manufacturing and assembly problems utilizing problem solving techniques and methodologies
• Create Engineering tree (task list) to comply with Customer / vehicle specifications
• Create solids model to correspond with engineering tree
• Pull ECN numbers and start the ECN process, corresponding with Engineering tree
• Determine effectiveness of the engineering solutions, understanding un-intended consequences to manufacturing processes, tooling and option capability
• Coordinate effective date of engineering solution
• Initiate changes to drawings, solids models and bills of material
• Effectively utilize Aurora to research product/spec history and structure, where used on component parts, and product compatibility
• Break fix and Setup HP printers
• Deliver and install toner to multiple locations
• Work solo 99% of the time
• Meet SLA's
• Minimum Vocational/Diploma/ Associate Degree (technical field) equivalent with 1-2 years of working experience in related fields, or Degree holder with no or less than 1 year relevant working experience
• Deliver and instalation of toner
• Break Fix and Installation of HP printers
• Working 99% of the time solo
• 100% driving within Baton Rouge, Gonzales, Lafayette and or Monroe, LA
• Associate’s Degree (A. A.) from two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience
• Related experience of five to seven years in electronics repair and technical service support preferably in medical electronic device industry
• General Training for FDA QSR/ISO Current Certification/ CMDCAS
• General Training for QPM
• QPM: ADM/0100, ADM/0200, CON/0100, PUR/0100, FDA/1300
• Position occasionally requires flexible work schedule, which includes Per Incident After Hours Engagements, possible weekend hours as necessary, and some local travel (within 50 miles)*
• Provide move/add/change (MAC) support for telecom and network infrastructure
• Maintain and troubleshoot digital/analog/VoIP phones and lines
• Install cross-connects, patch cables, fiber, jacks etc
• Test and troubleshoot telephone and data circuits as required
• Local Area Network (LAN) support and interface with LAN teams
• Understand and follow standard call tracking processes and procedures
• Provide status updates and Site Activities reports to Project Lead/Managers
• Work independently with little or no direct supervision
• Participate on project team involving premise wiring, Voice, and LAN projects
• Assist users with the following: PC Setup, re-image, data transfer, application and software installation, hardware repair for various PC and printer systems
• Monitoring an electronic ticketing queue
• Understand and follow process documentation/training
• Reimaging laptops and performing diagnostics
• Replacing PC/Laptop components and parts
• Client Asset Management within a stockroom. Restocking & performing inventory checks / reconciliation of assets
• Certifications
• A+, Net+, Microsoft, Cisco,
• Build and Deliver computers on a timely basis
• Provides technical guidance and direction to users and troubleshoots problems
• Performs miscellaneous technical and administrative tasks in support of the LAN or PC environment
• Documents solutions to problems
• Reviews documentation for validity and detects simple errors
• Knowledge of the technical operations and concepts involved with work station components, operating systems and software
• Knowledge of the concepts involved with supporting multi-segment LANs and specialized applications software
• Knowledge of installed local PC/workstation software facilities and utilities
• Knowledge of how to identify and resolve moderately complex and non-standard problems by applying documented procedures
• Skill with support documentation tools in work environment
• Ability to meet stringent timelines relating to delivery of computer equipment
• Ability to explain technical concepts to technical or non-technical personnel
• Ability to communicate effectively verbally and in writing
• Ability to establish and maintain effective working relationships with employees
• Basic knowledge of operating systems
• Working knowledge of Active Directory
• Respond and address Player problems through tickets and other channels
• Support and engage players through high quality, understandable tech conversations
• Practice consistent and clear decision making to provide the optimal player experience
• Investigate player logs to identify patterns and offer troubleshooting solutions
• Maintain the required ticket output and ticket quality on a consistent basis
• Establish and maintain professional relationships with FIS software users nationwide by providing timely, high quality telephone and email support, and services that meet FIS support and training standards. This includes performing initial research on EAS technical issues
• Assist other support specialists with issue research and resolution
• Exhibit flexibility to work extended hours to help resolve urgent client issues and/or to ensure deadlines are met is a requirement of this position
• Produce timely, accurate, and thorough documentation and update call and defect tracking/measurement tools, i.e., using the Client Relationship Management (CRM) tool, DevTrack, and future tools implemented
• Demonstrate accountability for all duties of this job and other duties as assigned
• 3+ years of related technical application support experience and server-based support experience
• Experience with Microsoft business applications
• Active Directory experience
• Citrix administration experience
• Solid working knowledge of Microsoft SQL Server
• Knowledge of a scripting tool such as DOS and/or VB Script
• Knowledge of C#, IIS, and VB.NET
• Troubleshooting skills related to accounting systems or other similar systems is a plus
• Willingness and flexibility to work extended hours to help resolve urgent client issues and to meet deadlines
• Troubleshoot corporate owned wireless devices over the phone
• Respond to end users utilizing chat, email, or through a ticket
• Assist end users place requests for new devices
• Assist end users enroll into a MDM or configure email on their corporate devices
• 1 year of experience working with a major wireless carrier (AT&T, Sprint, T-Mobile, or Verizon)
• *************** No Agencies Please *****************
• Run reports to analyze equipment functionality
• Enter, update, and close tickets for service into Remedy, FSMS, and customer databases. (Document the status of the equipment.)
• Based on knowledge of networks and IP-based devices, determine root cause of equipment failure (network, software, hardware, electrical issue, etc.) and run remote diagnostic scripts via Telnet into IP-based device on the customer network
• To adhere to short response-time requirements, contact individual technicians on call, advise technician as to the location, problem and potential resolution
• Provide phone support to technicians during repair call process
• Explain physical layout and functionality of hardware to guide the technician through the repair of such equipment
• Escalate extensive technical problems to the project team as needed. Perform other duties as assigned
• Two (2) years of experience in a technical support help desk or technical call center environment
• Experience with technical troubleshooting remotely and data entry in a fast-paced environment
• Solid knowledge of computer networks and hardware connectivity
• Excellent analytical skills. Knowledge of MS office products. Bi-lingual Spanish/English
• Good communication skills, both oral and written. Advanced typing skills
• * Bilingual English/French Preferred
• Respond effectively and timely to customer service requests received via telephone, email, Bomgar chats and voicemail
• Provide after-hours support during the business week (4pm-6am), weekends and holidays via a rotating weekly schedule
• Track and reproduce customer service requests using Salesforce, CSS (Planar RMA Tool), and PDM
• Escalate unsolved service requests to the appropriate level: advanced Technical Support, Customer Support Engineers (CSEs), logistics or management
• Provide effective resolution on all service requests and close the loop with customers
• Track escalation resolutions
• Identify and escalate customer issues and failure trends to appropriate individuals
• Provide input to ensure customer service documented processes are updated as new products are introduced and gone end of life
• Assist CSEs with recreating customer product issues
• Maintain acceptable standards of office conduct
• Ability to come to work demonstrating timely and regular attendance
• Ability to handle stress effectively
• Must be able and willing to travel occasionally (< 5%) to assist with technical challenges, provide installation support when needed and participate in training activities
• May provide back-up technical support for other groups in the company
• Excellent interpersonal, telephone, customer service, time management, and decision-making skills essential
• Excellent written and oral communication skills and demonstrated ability to communicate appropriate information to customers and team members in a professional manner
• Knowledge & Understanding of Windows operating system
• PC knowledge; assembling and troubleshooting
• IOS desirable
• Ability to read, write, speak, and understand English
• Excellent typing skills - must be able to conduct a conversation while typing
• Mental ability to conduct on-going interpersonal interactions, analyze and solve problems essential
• Ability to actively participate in team development and team-oriented processes
• Physical ability to use computer hardware/software required
• 1-2 years Computer Experience (hardware) –assembling & troubleshooting
• HS diploma or GED required
• Some higher educational/technical vocational training or equivalent work experience desired
• 6-12 months customer service experience preferred
• EIT Desktop Monitor support
• HEH Home Theater support
• VW-DS Video Wall support
• Escalate technical issues to Customer Service Engineers
• Take direction from Technical Support Manager
• Provide lead direction to Level 1 & 2 Tech Support Specialists
• Effectively train, mentor, and lead Technical Support Reps 1 & 2
• Must be able and willing to travel occasionally (30-40%) to assist with technical challenges, provide installation support when needed and participate in training activities
• 3-5 years Computer hardware experience –assembling & troubleshooting, operating systems and peripherals
• 2-5 years relevant customer service experience
• Extensive experience with A/V systems
• 2 years minimum Planar products or other relevant visual display product knowledge
• Some higher educational/technical vocational training or equivalent work experience strongly desired
• Troubleshoot subscriber calls for Residential High Speed Internet Customers. Troubleshoot subscriber calls for all Digital Phone Residential Customers
• Troubleshoot subscriber calls for all Video Residential Customers
• Review the service calls as they are scheduled by the Call Center Associates to determine if there may be common problems in the same HUB
• Work with TOC to determine if the problem may be area wide as opposed to individual
• Follow-up with TOC if an area problem is suspected
• Review the On-line outage information to determine if the service call may have been scheduled unnecessarily
• Review those work orders scheduled by the Call Center Associates to determine if an additional walk thru may resolve the problem over the phones
• Attempts will be made to contact customers scheduled for a service appointment that day and service calls scheduled in the future
• Follow up with the Technical Support Manager and Training Manager on updating the walk thru steps available through GuideIT and KEY so that a successful walk thru can be achieved on the first call to the Call Center
• Support the Call Center with technical issues as needed. Support field personnel as needed. Work closely with Regional Data Center staff to resolve issues quickly
• Understand and inform customers of all Charter consumer products and services
• Provide technical support to Customers, Sales, Field Service and Others for custom and standard system hardware – configurations, applications and installations
• Provide support to successfully roll-out software solutions developed by MMS Engineering
• Assist in de-bugging/editing software solutions
• Documentation of solutions as required
• Occasional travel to customer sites will be required (project dependent)
• Providing support throughout various phases of the sales process including customer requirements analysis, feature-by-feature demonstrations, benchmarks, competitive positioning, and implementation/execution, generally allocated by project and engineering services
• Ensure customer satisfaction by learning and understanding customer’s concerns/ problems; troubleshoots, makes recommendations and provides solutions to meet customer needs
• Integrates Agilent products and services (at the system/solutions level) into customer’s environment
• Prepares detailed product specifications for the development and implementation of customer products, applications and/or solutions
• Ensures the product functions per specifications
• Ensures our system solution platform is functioning properly at the customer site (this may be product or technology focused)
• May deliver customer training classes and consulting related to our application, as well as assist in pre-sales, as part of their tasks
• Reduces broad concepts, business strategies into structured projects
• Leads the design/ delivery of integrated multiple technologies solutions; is the key contributor of technical expertise and business/ industry knowledge
• Solves complex, high impact system/application engineering services problems
• Bachelors or Masters Degree or University Degree or equivalent combination of education and relevant experience
• 8+ years relevant experience in Immunohistochemistry, special stain and molecular pathology
• MLT (Medical Lab Technologist) certification is required
• Bilingual French and English
• Be accountable and have ownership of the customer call
• Provide an exceptional technical support experience
• Diagnose and troubleshoot all technical issues
• Provide comprehensive support and education on complimentary Internet products
• Provides the customer with overview of installation activity and repair activity
• Must keep the customer well informed through service event
• Handles customer-relations problems promptly and appropriately, escalates issues according to established procedures, adheres to defined policies
• Actively participates in growth opportunities for products and services
• Must be available to work non standard work schedule and be available for overtime and standby. Applicant will work primarily on desktop, laptop, laser printers, servers, and workstations
• High school diploma or equivalent, hands on technical experience, or college degree in Computer Science
• Minimum 2 years experience with hardware repairs of desktops, laptops, and imaging devices
• Must have excellent communication skills and the ability to interact with customers
• Technical education/University degree in Geodesy, Surveying and/or Engineering
• High-level knowledge of geodesy and GNSS systems and land survey
• Working knowledge of computer networks and network communication
• Knowledge of additional languages would be an advantage
• Monitoring expertise
• Working experience as a surveyor and in IT related fields is desirable; experience using Trimble products desirable
• Ability to travel internationally, often at short notice
• Follow appropriate telephone protocol to maximize call distribution throughout the customer service queue
• Responsible for an equal share of customer support as determined by customer response service needs and requirements
• Dispatch Representative: Obtain and log customer’s complaint and serial number of affected instrument, and verify customer’s address
• The Technical Support Rep must determine the appropriate action for troubleshooting by either attempting a phone fix, transfer the call to other level of technical support, or dispatch a Field Service Rep to the customer’s site. Prior to dispatching a field call, the Technical Support Rep determines the appropriate call type, i.e. billable, contract, or warranty and communicates this information to the customer
• When appropriate, the Technical Support Rep will obtain a hard copy of a purchase order from the customer to cover requested repairs
• Parts Representative: Respond to caller’s request for parts and supplies
• Confirm current customer site and billing address. Gather all relevant information: instrument serial number, instrument model, configuration, etc., to determine the correct part number. Determine the availability to promise date and shipping method
• Communicate with Accounts Receivable on all credit hold situations. Enter sales order as soon as possible and documents all relevant information in Notes area. When appropriate, obtain hard copy of purchase order to cover requested parts and supplies. Follow-through is required to determine item has been shipped or is on backorder. Must use all resources to expedite backorders on a daily basis
• Assist customers in researching and correcting any invoice or credit problems. Authorizes sales returns, when appropriate. Make every attempt to enter a return sales order prior to the receipt of item
• Review backorder report daily. Research discrepant items returned to the company promptly for prompt resolution
• Participate in training of new hires, and coaches other customer service reps for the purpose of elevating the overall performance level of the department
• Participate in policy setting and changing strategies, specifically in areas to improve customer service fulfillment
• Assume special projects and assignments, as assigned by Customer Service Supervisor or Manager
• Minimum of five years’ experience in Deposit or Loan Operations or in technical support
• Associate’s or Bachelor’s degree preferred
• Strong knowledge of the financial industry as it relates to banks and credit unions
• Demonstrated experience providing excellent communication and customer interaction skills in accordance with SLS policies and guidelines
• 1 year experience performing deskside support in a customer facing role
• At least 1 year experience supporting win7
• Trade floor experience and Depot Support Model experience
• Excellent oral and written communication skills essential
• Valued Technical Experience
• Experience with SQL
• Payment Processing (especially on HP Nonstop Connex switch)
• Batch file processing
• Provides assistance in resolving technology support issues
• Performs installations, repairs, upgrades, backups and other maintenance tasks
• Provides effective customer service in a 24X7X365 production environment (rotating on-call and holiday support are required
• Uses effective listening skills to develop understanding of client questions or issues
• Recommends solutions including new acquisitions and upgrades
• May handle phone and email assistance as well
• Other related duties assigned as needed
• Skill in troubleshooting and using diagnostic tools for client accessibility problems to applications and network (e.g., resetting password, bouncing PU, resetting remote devices
• Knowledge of basic problem resolution and escalation practices
• Ability to provide appropriate level of support and guidance with FIS applications and procedures
• Effective use of listening skills to develop an understanding of client inquiries and problems
• Self-motivated to learn new technology and new ways to deliver support
• Stays up-to-date with latest technology
• Problem Solving and critical thinking skills
• Support customers via phone, email, and chat
• Learn and maintain proficiency in company operating systems and product lines
• Detect, report, and escalate problems, bugs, and errors to team leads as needed
• Follow and develop test plans for new websites or applications
• Understand organization's goals and objectives and their relationship to the technical support team
• Knowledge of some computer Operating Systems, internet connections is a plus
• Ensure excellent customer satisfaction and excellent customer service skills
• Assist users with general inquiries, product support, service information, order processing and technical issues in a diverse technology environment (via phone/email/chat)
• Respond appropriately to customer escalations
• Triage Support Queue for routing to Tier 2, Partner, or Department
• Work with other agents to resolve or properly close help tickets
• Manage an individual ticket queue
• Follow the directions of management and provide feedback
• Be capable of developing a good understanding of customer’s needs and how to diagnose and fix their issues
• Demonstrate interpersonal skills and is able to provide empathy for customer’s situation
• Maintain openness to work flexible hours as required (may include evenings, weekends and/or holidays)
• Having ability and willingness to tend to any other tasks as assigned
• Minimum two years of live customer service support experience in a contact center environment via multiple channels (phone/chat/email)
• Minimum 6 months of previous tech support and/or troubleshooting experience
• Demonstrated ability to satisfy customer needs
• Robust multitasking skills (e.g. able to log calls and interact with customer simultaneously)
• Excellent written and spoken English language communication skills with ability to communicate technical issues in non-technical terms
• Strong analytical, problem solving and general troubleshooting skills
• Capable of passing a nationwide criminal background check
• Wireless telecommunication industry, mobile device knowledge & experience
• Android product knowledge & experience
• 2yr/4yr college graduate or 4yr-degree-in-progress
• 5 years of experience working in a technical support role
• Experience working on applications that run on Windows Server 2008 or 2012R2
• Knowledge and understanding of File Transfer Protocol and networking
• Provides level two and some level three troubleshooting. Accurately assesses the customer's product issue or problem. Asks the user well thought out or detailed questions and carefully listens to the users response to fully comprehend the need, product issue, or best avenue for resolving the problem
• Researches customer problems/issues to increase personal knowledge and familiarity with the supported product and to provide the highest level of support possible. Keeps current on most recent changes or upgrades
• Comfortable working in a high-volume, fast-paced environment, with some team members located in other physical locations
• Participates in an after-hours on-call rotation and able to work holidays, weekends, or extended hours as business needs dictate
• Provide software service, postsales or service delivery support for local accounts on standard systems
• Respond to service, product, technical, and Customer relations questions
• Team/call leader acting as a technical resource/mentor to others in the onsite Volume Service Business
• Escalation direction for Volume Service Business
• Minimum Vocational/Diploma/Associate Degree (technical field) equivalent with 1-2 years of working experience in related fields, or Degree holder with no or less than 1 year relevant working experience
• Knowledge and Skills Required
• Identify, report and track Product Defects
• Be the customer’s primary point of contact through resolution, and delight the customer throughout the process
• Basic understanding of web coding, HTML, CSS, XML, API, SQL, JavaScript and hosting
• Act as a liaison between the Client Services Management team and Service Operations
• Actively contribute to the continuous improvement and enhancement of internal processes and infrastructure by designing and delivering new reports, suggesting and implementing improvements to existing tools and processes, and relaying and implementing customer suggestions for process change
• May travel to customer sites to participate in process improvement analysis or present recommendations and solutions
• Report proactively on account changes, problems or issues to ensure that Mitchell meets customer support agreements
• Resolve customer inquiries of complaints quickly, effectively and with the highest quality
• Coordinate with clients and internal teams during delivery of an outsourced solution
• High school diploma + 2-4 years of industry experience or college degree
• Intermediate skills in Microsoft Office (Word, Excel and PowerPoint)
• Strong grammar and business writing skills for documentation and customer communication
• Advise vendors of new clients and provide technical specs, manuals, perform testing, etc
• Perform testing (including some data entry of test bills into the software)
• QA/test new software
• Update production reports using SQL
• Manage our Initiatives site containing all projects to be done by the service center. Prioritize and groom items using KanBan and Lean Agile methodologies
• Intermediate skills in Microsoft Office (Word and Excel)
• Strong grammar and business writing skills for documentation
• Familiarity with DecisionPoint, SmartAdvisor and ImageNow a plus
• Experience with SQL a plus
• 5 years of experience working in a bank, credit union, with JHA products or deposit operations
• Associate or Bachelor’s degree
• Experience in Deposit Operations and New Account Origination
• Experience working in a customer facing positon
• Knowledge of standard banking regulatory disclosure requirements and customer notification requirements helpful
• Act as customer facing agent for all issues related to Novar developed products
• Provide active and effective communications with both internal and external customers, on-site and field technicians regarding product operations and issues
• Participate in and/or lead process improvement activities
• Perform efficient and in-depth third level remote troubleshooting across connectivity, hardware, network, software and database, disposition these issues, having the self awareness to properly escalate to effectively resolve the issues
• Liason with Application Engineering to escalate technical issues, implement a sustainable solution and track to resolution
• Read, comprehend and maintain understanding of technical documents such as point-to-point wiring diagrams, written sequences of operation, existing control applications programs
• Responsible for customer server upgrades and replacements
• Participation in customer meetings, both on/off site, providing technical expertise, service and supporting information
• Record and document all activities via internal ticketing system and customer work order systems
• Provide 24/7 on-call emergency support
• May be required to work holidays or irregular shifts
• Bachelor’s Degree in Engineering or Associates Degree in Mechanical or Electronic Technology with 3 years industry experience, Technical Diploma with 5 years industry experience or High School Diploma or GED with 7 years industry experience
• Technical Service Support experience
• 7-10 years experience with troubleshooting techniques on technical equipment without supervision or assistance
• Demonstrated technical competence in energy management systems and/or LAN based technologies and SQL
• General understanding of Industry standard protocols such as BACnet, LON and/or Modbus
• Excellent customer service skills with experience in both remote and on-site customer service and support
• Ability to effectively communicate technical information to potentially non-technical customers both written and verbal
• Strong Interpersonal skills combined with logical problem solving capabilities
• Strong knowledge of Microsoft Office suite of software
• Must be flexible and adaptable to work in a fast paced environment with multiple demands and priorities
• Experience working with some or all of the following systems: Novar, CPC (Emerson), Tridium or Honeywell control systems
• Excellent time management and organizational skills required
• Provides complex technical support to clients via email, phone, or other methods
• Serves as an escalation point for team members
• Recommends and develops content of common issues/resolutions within the Customer Service Knowledge Base
• Accurately identify customer needs, gathers information and documents complex customer issues through the Sales force CRM tool
• Assist with loyalty callbacks to maintain high levels of customer satisfaction
• Possesses deep understanding of the Verisign’s products and services
• Bachelors/Equivalent Experience and 6+ years' experience and ability to speak additional language(s) are a plus. Industry standard certification e.g. MCSE, CCNA, CAPM, PMP is highly desirable
• Demonstrated use of troubleshooting and systems inspection software to assist customers and properly diagnose the root cause of their technical issue, while providing a time bound and accurate resolution
• Background in customer relations and information technology with knowledge in the use of computer applications and prescribed troubleshooting and problem solving mechanisms for technology
• Possess strong customer service and interpersonal skills such as telephony skills, active listening and customer care
• Ability to multi-task and adapt to changes quickly
• Self-motivated with the ability to work in a fast moving environment
• Must be able to work well with others in a team environment
• Proficient knowledge of Microsoft Windows OS, Linux
• Proficient in Microsoft Office Word, Excel, Access, PowerPoint and Outlook
• Strong knowledge of web browsers, DNS, networking protocol, HTML, DNSSEC, IPV6, TCP and SMTP
• Customer focused and follows-through
• Ability to quickly adapt to new technology and terminology
• Ability to work individually as well as in a team environment
• Proactive, self-directed, attention to detail and organized
• Experience using Salesforce CRM and ability to speak additional language(s) are a plus
• Answer incoming requests for assistance by telephone, e-mail or chat
• Troubleshoot and resolve product performance issues through remote communication methods
• Dispatch, coordinate and support Field Service Personnel where applicable
• Coordinate and oversee dispatch of parts to meet service objectives
• Update and maintain service call records and customer information as outlined in Service Operating Procedures, e.g. SAP call records
• Be proactive when communicating to customers
• Support and assist in selling service contracts
• Minimum of two (2) years’ experience in a technical customer support role, with direct customer contact, preferably within a global organization
• Previous medical device servicing experience or prior experience as a biomedical engineer; ultrasound background preferred
• Previous experience working with SAP databases preferred
• Excellent interpersonal and oral and written communication skills
• High degree of professionalism in dealing with difficult situations and demanding customers
• Detail oriented, with good time management skills
• Logical thinker with strong troubleshooting and problem solving skills
• Self- motivated with ability to work independently as well as in a team environment
• Strong technical abilities with prior troubleshooting experience in computer networks and software
• Ability to learn new systems and technologies quickly
• Strong PC skills, proficient with MS Office and windows environments
• Fluent in English. Ability to speak other languages considered a definite asset
• Provide front-line assistance for clients; providing technical support in clear and understandable terms
• Problem solving by collecting data, establishing facts, and drawing valid conclusions in a timely basis to assist clients with their support needs
• Research client requests as related to product installation and/or issues
• Consistently exceed customer expectations for service quality
• Meet call metrics and standards as defined by the department, and enter all requests into call tracking system (SFDC)
• Remain current on product development efforts through self-study and other training programs provided
• Create knowledgebase content and/or training materials to better assist support team
• Complete projects as assigned
• Bachelor's degree preferred; High School diploma or equivalent required
• 3+ years customer service experience; call center or software environment preferred
• 3+ years technical support experience (education considered in lieu of experience)
• Professional demeanor and ability to interact positively with customers
• Excellent interpersonal and communication skills; ability to relate well and cooperate with others
• Excellent organizational and time management skills; self-starter
• Excellent diagnostic and analytical skills
• Comprehensive understanding of desktop computer technology and their operating systems
• Proven experience in supporting Internet Browsers (IE, Chrome, Firefox)
• Intermediate knowledge of MS Office and add-in services
• Understanding of networking and NOS a plus
• MCSE preferred
• Provide technical support and assistance with equipment troubleshooting to customers primarily over the phone and through electronic communication
• Applies judgment in resolving service, warranty or technical problems falling within established limits of authority and knowledge
• Assist dealers in evaluating individual case information to determine if an issue is warrantable or should be considered for good will or policy adjustment
• Record the details of cases in ERP system for later review and analysis
• Assist in the preparation of technical training material for internal and external customers
• Assist in the development of service and parts bulletins and notify customers of product changes and/or issues
• Assist technical publications with manual content and review for accuracy
• Provide sales support with technical review of application inquiries
• Serve as conduit for customer product issues with other departments using Corrective Action Reports and other processes
• Continually improve product knowledge on manufactured products and purchased components through formal training and personal initiative
• Assist in maintaining product and pricing information on online parts lookup system by communicating changes to manuals internally and through website
• Serve on a rotation within the department to be available for on-call service after-hours and during weekends
• Provide technical support to sales through in-house and customer site consultation
• Provide technical input and design ideas to engineering during new product initiation and existing product improvements
• Provide service parts support to ensure full circle support to customers
• Practice safe work habits, follow safety guidelines and support company safety initiatives
• Associates degree in Electronics or Electromechanical Technology and 3-5 years related experience or equivalent
• Strong mechanical aptitude and working knowledge of mechanical design, AC and DC circuitry, wiring schematics and connection diagrams
• Solid troubleshooting skills and the ability to make independent decisions and work with minimal supervision
• Working knowledge of Microsoft Word, Excel and ERP systems
• Respond to customer inquiries regarding digital products. Troubleshoot and resolve issues
• Enroll new subscribers or add digital products to existing account
• Verify Service, take payments, manage subscribers account
• Set up user password and credentials
• Reset passwords for subscribers
• Provide email response, chat and social listening services to subscribers
• Handle escalations from Tier 1 reps
• Resolve repeat or unresolved subscriber issues
• Handle renewal rate or pricing objections effectively
• Report/escalate operational issues impacting multiple subscribers including issues with content, general outages, crashes, etc
• 2 years or more experience using a computer
• 2 years or more experience in providing service directly to customers in call center environment (help desk or technical support)
• 2 year experience troubleshooting basic hardware, software and or connectivity issues
• Demonstrate all refinish products to distributors and bodyshops. Work with bodyshops to increase revenue and improve process
• Maximise Axalta core product usage, deal with end user complaints, product performance and colouristic issues
• Plan and execute product installs to existing and new customers (Pre audit processes. brand changes, equipment upgrades, IT) support and maximise product performance in all areas
• Follow Axalta ordering processes (equipment, material, colour programs, Webshop functions etc
• Sell other products and services to end users and distribution (Colour tools, Webshop, e -learning training courses. Manage customer training needs at WGC (Painter training development, ATA assessments
• Support Vehicle manufactures programmes (Audits/inspections, training documents) etc
• Keep SFDC updated, call reports, account details etc
• Manage updates, price files, performance of NGS software
• Demonstrable presence
• Problem solving and innovation
• Planning and organizing
• Achievement orientation
• Must be a competent and confident refinish technician, capable of carrying out repairs using up to date paint systems, tri coats, tinted clears, matt and textured finishes
• Must be able to work independently in managing his/her time effectively on account responsibility
• Must be IT literate and able to use Outlook, SFDC, Microsoft and internal platforms
• Full EU/UK Driving Licence
• Must have good and clear communication skills
• Technical support and training for Brady's customers, distributors, and international and domestic sales personnel on Brady software and hardware
• Strive to maintain call response objectives, service levels set forth by the Technical Support Supervisor
• Assists teams and task forces assigned contribute to department or divisional goals
• The division's proprietary and confidential information is recognized and protected
• Help maintain technical integrity and timeliness of the Product Information Database (Knowledgebase)
• Ability to multitask and prioritize effectively
• Typically No Relevant Experience Required
• Typically Minimum 2 Years Relevant Exp
• Skills / Knowledge - Acquires and applies job skills and learns company policies and procedures to complete assigned routine tasks
• Job Complexity - Works on assignments that are routine to semi-routine in nature, requiring limited decision outside of stated processes, but recognizes the need for occasional deviation from accepted practice. Has little or no role in the decision-making
• Supervision - Normally receives detailed instructions and follows established procedures on all work, requires instructions on all assignments. Works under close supervision
• Computer Skills - Basic computer skills
• Industry Knowledge - Ability to develop basic payments industry knowledge
• Research - Basic ability to research issues and resolve customer inquiries
• About the Business: Join an accomplished and cohesive team delivering world-class customer technical support to clients of Fiserv Credit Union Solutions XP2
• Client Support is the face of XP2. Our interaction with our clients is a vital piece to them retaining their business with Fiserv and XP2
• We believe in investing in yourself and provide a number of tools/resources to assist with increasing your knowledge
• We encourage our employees to provide feedback and offer Employee Recognition Programs
• Opportunity to grow and contribute to the continued growth and success of XP2
• We are a family here at XP2. Our collaboration is necessary for team’s success
• Define and/or resolve moderate to complex client problems with Fiserv XP2 product. Act as first point of interaction through client contact channels (telephone, email and web). Simulate or recreate client problems to analyze and resolve user operating difficulties
• Log incoming issues into case management system. Document research, client interactions, resolution paths taken, etc. in system
• Participate in month end support
• Minimum of 2 years in banking/credit union industry
• Experience in technical discipline of reverse osmosis water filtration
• Minimum of a 2-year degree or 4 years of Customer Service experience
• Critical attributes include: “Customer friendly” communication style, relationship building, multi-tasking skills, prioritization, problem solving, conflict management, time management, listening, follow-up, negotiation, presentation, and computer skills
• Strong prioritization and time management skills, and the ability to multi-task numerous projects in a high volume, fast paced environment
• Strong leadership and negotiation skills are critical to the success of this position
• Ability to make sound business decisions
• Develops a strong understanding of the customer needs in order to engage the expertise of Sr. Technical Support Reps who specialize in the respective equipment
• With experience, this position will diagnose and manage the basic repair of customer equipment in remote locations
• NOTE: This position receives product specific training as required by respective regulatory organizations
• Work with research, technical, support, client, and sales teams to develop new products and treatment programs for oil/water/gas process and fluid separations systems
• Investigate root cause of fluid separation and operational problems and provide technical expertise for mechanical and chemical treatment programs
• Direct involvement in field and plant trails, and new field program start-ups, as well as re-evaluation of existing programs for continuous improvement opportunities
• Preparation of project plans, timelines, project reports and formal presentations to Baker Hughes management, sales personnel and/or clients describing the benefits of product advancements and/or recommended programs is a requirement
• Troubleshoot technical issues that arise in the field, and determine the level of technical support that is required
• 2-5 plus year's industry experience
• Degree in Chemical Engineering or Chemistry, or 2 year Technical Diploma in Chemical/Petroleum Engineering and relevant combination of experience
• Background in Chemical Manufacturing or Upstream Chemicals is an asset
• Ability to work independently or in teams
• Focused and highly motivated
• Provide technical support for the company’s products, including assessment of On-Wing engine defects, provision of troubleshooting (cause identification) actions, prioritisation of defect resolution and engine work-scope definition
• Definition and scheduling of On-Wing rectification plans, in conjunction with internal Rolls-Royce Service Lines and, in the case of the availability positions, the Boeing GoldCare team, ensuring all aspects are managed appropriately
• Management and direction of any assigned Rolls-Royce Services resources in support of engine maintenance
• Develop and maintain strong relationships
• Experience of working in a customer facing environment and ideally be educated to degree level in a relevant discipline and / or possess significant experience of the company’s products and services
• High degree of self-motivation, flexibility, initiative and an ability to continuously develop effective working relationships to deliver on commitments
• Maintain electronic Parts Look-Up System (PLUS) for Truck/Trailer products and accessories
• Maintain and update existing parts manuals in response to Engineering changes
• Provide support to PPG Customer Response Center by answering customer technical questions
• Research technical questions regarding service parts problems
• Review drawings to ensure part number database is up to date and accurate. Set up new part numbers, implement supersedures, and create field kits as required
• Identify new sources and/or approved substitutes for obsolete parts
• Review drawings to ensure that changes made to replacement components do not affect form, fit, function or reliability of part
• Represent PPG at various meetings such as Corrective Action Team (CAT) meetings, project reviews, and Quality Review Board (QRB) meetings
• Conduct stock investigations in support of PPG warehouse inventory, to resolve customer issues/complaints/questions
• Provide technical support to PPG inspection dept. to disposition discrepant material at Receiving
• Ensure PPG parts are compliant with U.S. Customs Regulations for importing & exporting. (e.g. NAFTA certificates, proper U.S. tariff classification, proper ECCN classification)
• Diagnose and troubleshoot complex product and system issues via telephone, email, chat, and remote control/ assist software. Research system environments, versioning, configuration, permissions and inter-operability with other software including Nagios
• Assess issues and establish a course of action to guide the client/ colleague to timely resolution of inquiry
• Manage escalations of customer issues not able to be resolved by less experienced Technical Support team members
• Create case logs, record information, establish resolution time and follow up on issues. Identify and communicate trends to Product Management, Engineering and Quality functions
• Answer technical and how-to-use inquiries
• Prepare and audit unresolved status queue to monitor and report open support issues
• Serve as lead in the deployment of customer systems and assist with other technical assignments
• Contribute to the modification and improvement of technical support systems, work flows and policies as well as help to plan, develop and maintain support documentation
• Maintain a high level of industry knowledge through continuous training
• Periodically participate in customer site visits and industry trade show and events
• Assist in connecting customers to Technical, Entitlement & Experts
• Assist customers in creating TS cases and route to the correct team based on customer’s problem description
• Takes accurate and complete notes of the customers’ concern
• Provides proactive approach in identifying customer’s urgent concern and assist in ensuring an expert takes action towards resolution of the issue
• Escalate customer cases to the right Lead or Manager depending on the concern
• Handling high severity and priority user requests
• Provide feedback and suggestions for improvement on tools, processes and content errors to the management team
• Up-to-date technical knowledge is an advantage
• Completed 2 yrs in college OR at least 1 SEMESTER of college w/ 2 years Call Center Experience
• Excellent conversational English skills – Expressive, Assertive, Pro active and Confident
• Provide high level of customer service over the phone in an efficient, friendly, and knowledgeable manner
• Communicate problems as appropriate to management
• Provide assistance and troubleshooting for wireless
• Answer customer questions on digital phone features and services
• Troubleshoot internet connectivity with customer owned devices while staying within scope of support
• Willingness to learn and stay current with new internet connected devices including mobile phones, gaming systems, computers, and other in home technology
• Minimum of twelve months experience in computer/network customer service support environment
• Strong PC skills are required, with proficiency in Windows-based software applications and operating systems
• Must be technically savvy, and able to learn new technology and program applications quickly
• Must be focused on making our organization the best provider of customer care
• Must possess and demonstrate great interpersonal and communication skills (verbal and written)
• Ability to analyze and resolve difficult problems and arrive at logical solutions efficiently
• Two or more years of practical troubleshooting and technical analysis is preferred
• Knowledge of network hardware, software and applications, routers and hubs, proxy server environment
• Able to analyze, break down, and interpret complex data from reports
• Ability to multi-task and troubleshoot multiple technical operational problems concurrently
• Experience or knowledge of various operations systems, smart and internet enabled devices (mobile phones, tablets, gaming systems)
• Take ownership of customer issues reported and see problems through to resolution
• Research, diagnose, troubleshoot and identify solutions to resolve customer issues
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Provide prompt and accurate feedback to customers
• Ensure proper recording and closure of all issues
• Document knowledge in the form of knowledge base tech notes and articles
• Degree in Information Technology, Computer Science or equivalent
• Proven working experience in enterprise technical support, IT support or as a technical engineer
• Strong knowledge of OS like Windows, Andriod and iOS
• Excellent client-facing skills
• Fluent English language
• Copy of passport or any legal document
• Interview Questions
• CSA Tool (CSA Score of 3.0) during recruitment interview
• Grammar Test
• Pass Operations Interview
• Interview Question
• Technical Assessment
• Onsite interview with Operations
• Effectively interact with customers of all technical skill levels to define, research, and resolve customer issues quickly and accurately
• Communicate and resolve technical issues via phone, email, and chat until resolution
• Provide a superior level of service in all customer interactions, with a target of first call resolution
• Troubleshoot network environments to include working with various operating systems, firewalls, routers, custom product configurations, and API integrations
• Communicate effectively with customers, team members, and other internal departments
• Provide timely updates to customers, colleagues, and management on the status of outstanding cases
• Organize and communicate customer feedback and bug reporting to the appropriate internal audience
• Represent Lutron with a professional, upbeat attitude according to our Five Principles, particularly TAKE CARE OF THE CUSTOMER
• Develop technical expertise regarding Lutron products, systems, and services
• Support our customers by providing necessary information on our stand-alone and system level products via phone and email in a timely and professional manner
• Troubleshoot and diagnose user issues regarding Lutron products and systems
• Document problems and solutions in a central database, escalate customer questions when necessary
• Communicate effectively with other areas of the company to meet or exceed customer expectations
• Take on special projects as necessary to meet or exceed the goals of our technical support team
• Be passionate
• Be customer focused
• Provide software service, post- sales or service delivery support and solve applications problems for remote or local accounts, on standard and specialized systems
• Detailed understanding of general/technical aspects of the onsite system repair job
• 3 or more years work experience in IT support environment , or
• 4 or more years work experience in Telecom equipment installation and support environment
• Minimum 5 years’ PC Experience or Expert-Level knowledge on PC Repair
• Minimum 2 years’ networking experience, being able to install and troubleshooting network gear
• Must have an understanding cabling infrastructure and its topologies
• Must be able to lift 50lbs. or more on a consistent basis
• Must be able to troubleshoot and maneuver within the following operating systems (Windows XP and Windows 7)
• Must have an understanding of and ability to maneuver within Active Directory
• Must be experienced in using Microsoft Office Suite, Remedy Service Desk, and Microsoft System Center Configuration Manager
• Proficient knowledge of effective Customer service and telephone support
• Proficient knowledge of support processes, problem management tools, and procedures
• Proficient knowledge of PC hardware, Novell NDS Administration, WIN98, NT, XP, Novell ZEN, SMS, MS Projects, and MS Office Suite
• Proficient knowledge of call management
• Basic knowledge of specific application impact on business functions
• Proficient knowledge of network equipment including configuration, installation, and termination of cabling
• Proficient knowledge of technical troubleshooting on electronic equipment
• Basic telecommunications skills such as cable termination and equipment installation
• Strong working knowledge of electronic key systems and peripherals
• Strong knowledge of PBX and peripheral administration and maintenance
• Excellent partnering, communication, and negotiation skills so as to interact effectively with business Customers and technology development and support groups
• Ability to maintain composure under pressure, accurately assessing problem situations
• Ability to complete tasks by scheduled completion date
• Ability to reorder job priorities as needed
• Accurate problem diagnosis and ability to resolve moderately complex IT problems rapidly and effectively
• Ability to work effectively in a fast paced, team based, Customer service oriented environment
• Keyboard skills
• Consistently recognized as a top performer in their job title by both Employees and Leadership
• Provide first line of support for incoming technical calls
• Respond to monitoring alerts from field installed hardware and software
• Identify problems and escalate to appropriate next level of support as necessary, including discussions with external vendors
• Remotely re-set digital control equipment when appropriate
• Perform network diagnostic tasks to check connectivity
• Fairly deep understanding of company hardware and software systems
• Computer skills required: MS Office Suite (Outlook, Word, Excel, Access)
• Ability to follow complex instructions through to completion, with minimal supervision
• Relies on instructions and pre-established guidelines to perform the functions of the job
• Ability to keep company information confidential
• Must work in a professional and efficient manner
• Excellent phone skills and capable of wearing a phone headset
• Understanding of computer networking components
• Very detail-oriented
• Analytical thinker with technical aptitude
• Highly conscientious and task-oriented
• Ability to handle the tasks associated with a fast-paced environment
• Ability to multi-task between systems
• Non-standard work hours
• Spanish as a second language helpful
• Must have a minimum of 5 years’ experience in computer related technical support role providing troubleshooting support (Helpdesk, Desktop and or Network Support)
• Must have a minimum of 1 year experience in providing direct support to external customers over phone and email
• Must have experience with Microsoft SQL Server and / or SQL query hands-on past
• Must have experience with Microsoft operating system
• Must be able to work Monday – Friday (Shift - 3 PM to 12AM). The timeframe is based on a traditional 8 hour workday with a 1 hour lunch but the starting and ending times may vary due to customer support needs and applicant availability
• Must be able to travel up to 10% to various JHA clients to provide onsite software upgrades (domestic travel is possible)
• Associate’s degree
• Experience with networking principles is preferred
• Basic experience of Banking Operations, item processing, branch capture, banking experience in the area of item process
• Interacts with product support personnel, and the customer, when the customer’s problem cannot be resolved directly by first-level resources
• Provides technical assistance to customers. Provides support to customers/users if product issues are encountered
• Analyzes the problem as described by the customer and determines the best course of action. Interacts directly with the customer/user when the product or issue is highly technical or sophisticated in nature, such as with systems level software where the user has a technical background. Includes all appropriate departments to facilitate a successful resolution to any client issue
• Reports design, reliability and maintenance problems or bugs to software engineering
• Creates defect records on all reported issues with supporting files and examples for development to create code fixes
• Prepares test environment when necessary to simulate, document or recreate errors or problems reported by customer to determine appropriate action
• May prepare test environment and test new enhancements or other internal quality testing
• Maintains familiarity with company products by attending training classes, observing experienced support personnel, reading software documentation, and participating in on-line training programs
• May bid and complete Customer Work Requests (CWRs) in accordance with company standards. May be involved in customer installations, upgrades, and training
• Provides effective customer service in a 24X7X365 production environment (rotating on-call and holiday support may be required)
• Installs, configures and troubleshoots desktop systems, workstations, servers and network issues in a heterogeneous environment. Tests solutions to ensure the problem has been adequately resolved
• Provides exceptional customer service with desktop, laptop, tablet and mobile device support
• Provides support for Windows 7 and Windows 8.1 OS; Microsoft Office 2016; Active Directory; Skype for Business; etc
• Ensures Windows Patching and Security Updates are applied
• Performs on-site analysis, diagnosis, and resolution of complex desktop problems for end-users, and recommend and implement corrective solutions, including off-site repair for remote users as needed
• Documents, tracks and monitors client incidents in ticketing system to ensure a timely resolution. Prioritizes ticket queue and escalates problems to the appropriate technician or management, when necessary
• If necessary, liaises with third-party support on desktop, laptop, and mobile devices with equipment vendors
• Ensure compliance with corporate initiatives and standardization projects
• Skill in troubleshooting and using diagnostic tools for client accessibility problems to applications and network
• Problem Solving and critical thinking skills, ability to multi-task and react quickly
• Download radio and alarm panel programming information into new/existing accounts in response to telephone requests
• Process requests for multiple vendor applications customized by install configuration
• Complete data entry associated with downloading, including confirmation of test signals
• Provide real-time installation quotes to field technicians and limited technical support to customers. Enter order information into the system for technician upsells and process payments as applicable
• Troubleshoot system functionality related to radio registrations and panel programming in response to failed confirmation requests
• Process data changes received via mail, fax, phone or internal ticket on Informix and MasterMind
• Support false alarm research and damage claims, as well as provide support for other data cleanup projects
• Six (6) months of ADT experience in inbound telephone groups (i.e.,CSG, TAS)
• One to two (1-2) years of related industry experience
• Ability to successfully pass data and provisioning assessments during training
• Ability to type 30 wpm
• Excellent working computer knowledge
• Strong problem-solving and multi-tasking skills a must
• Must be able to work Monday - Friday from 9am - 6pm
• Minimum of 18 months of technical support (computer hardware/software installation/ trouble shooting) or other customer product support
• Knowledge/ability to use desktop sharing software
• Knowledge of Mac OS X is a plus
• Certifications in Cisco (CCNA)Microsoft Certified Desktop Support Technician (MCDST)
• Accurately assesses the customer's product issue or problem. Asks the user well-thought out or detailed questions, and carefully listens to the user's response to fully comprehend the need, product issue, and best avenue for resolving the problem
• Identifies and resolves software/technical issues and any other questions that may arise. Answers general software/technical questions
• Provides appropriate personnel a precise understanding of user's issues, when the problem needs to be escalated to a higher level
• Works assigned cases/emails and resolves in accordance with Service Level Standards (SLS). Uses available support tools to assist the customer and/or recreate the issue
• Hnd/Bachelor Degree Preferred, Agricultural field a plus
• Experience with agricultural data management systems and machine control systems, experience as a service or support technician in an Agricultural field a plus
• Possesses strong communication skills, both verbal and written. Must be fluent in English; German and French a strong plus
• Effective decision-making, planning, communication, and collaborative problem solving
• Strong troubleshooting and analytical skills
• Experience and strong competency with Trimble Agriculture products
• Experienced with Microsoft office applications, Must be comfortable with learning new computer applications
• Must be a team player and be able to leverage resources through sound organizational skills and teamwork
• Degree in Surveying or Geomatics
• 2 to 4 years relevant work experience would be highly regarded
• Must be fluent in English with the ability to articulate thoughts verbally and in written form in professional and organized manner. French, German or Spanish speaking is a plus
• Experience with Trimble products preferred
• Provide first level technical support for agents regarding policy processing, quoting, printing and download; internet/browser issues; application login access, maintenance and navigation with a goal toward first call resolution
• Provide first level technical support for policyholders regarding account registration, login access, navigation, and profile changes
• Correct all agent error transactions using our Customer Information Control System (CICS) mainframe application and internet based applications
• Identify and escalate issues to second level support and follow up with agents/customers as needed
• Keep abreast of Grange product updates, product underwriting guidelines, and software application changes as they relate to agents writing new policies and updating existing policies
• Interact with internal and external customers providing professional, reliable and prompt service
• Assist with other projects and perform other duties as assigned
• Provide front line queue support for customers; communicating technical support processes to customers in clear and understandable terms
• Problem solving by collecting data, establishing facts, and drawing valid conclusions in a timely basis
• Consistently exceeds customer expectations for service quality and is able to identify needs and solutions for improving customer experience
• Meet call metrics and standards as defined by the department, and enter all requests into SFDC database
• Create knowledgebase content documenting known errors, workaround, procedures and application specific information
• Keep abreast of new industry trends and how they would interact with Company products
• 3+ years in a technical environment
• 1+ years experience in a call center environment
• Professional demeanor; ability to interact positively with customers
• Superior interpersonal and oral/written communication skills with the ability to relate well and cooperate with others
• Solid working knowledge of the Windows Operating System, including but not limited to Windows XP and 7
• Solid working knowledge of Windows registry, file and folder security, local/domain user security, and operating system troubleshooting
• Working knowledge of SQL 2008 R2 preferred
• Must be knowledgeable in supporting Internet Explorer (Chrome, Fire Fox)
• Understanding of standard client/server, networking and internet fundamentals
• Understanding of MS Office and support of add-in services
• Requires strong organizational and time management skills
• Knowledge of Windows Server 2003/2008 or Terminal Services a plus
• MCSE or other technical certifications a plus
• Respond to customer inquiries via phone, email, and chat
• Resolve inquiries by answering questions on software or online products utilizing skills such as guiding customers through applications, assisting with installations, troubleshooting issues and performing testing as necessary to replicate issues
• Documents call contacts and details completely and accurately following established processes and procedures in a CRM application
• Actively manage open cases/tickets and ensure that all necessary follow-up is completed to provide resolution to meet department SLA’s
• Ability to adapt to the technical knowledge level of the caller
• Experience guiding customers through products, troubleshooting issues and passing feedback to developers
• Advanced problem-solving skills and ability to support all levels of customer technical aptitudes
• Experience with managing tickets/cases from initial contact through to resolution
• Understanding of operating systems, plug-ins, common software downloads (e.g. Adobe), etc
• Highly proficient with Microsoft Applications including Outlook, Excel, Word and Access
• Ability to work in a fast-paced, call center environment
• Ability to multi-task and prioritize work
• Provide first call resolution technical support to all customer calls regardless of product or complexity of the problem
• Deliver professional and top quality customer service to all customers
• Troubleshoot, diagnose, and resolve calls that are focused on product functionality, connectivity, and product failure for all software products
• Demonstrate technical knowledge in areas such as Operating Systems, Software Utilization, DOS, Windows, Novell, Routing, VPN, Wireless, Remote Access Software and Web based applications on a daily basis
• Analyze, identify, and recommend corrective actions to ensure problem resolution and customer satisfaction
• Clearly and effectively communicate issue
• Identify trends or patterns of recurring issues or problems, notifying the Product Specialist when recognized
• Demonstrate teamwork through sharing knowledge, brainstorming complex customer issues with colleagues and proactively sharing common issue resolutions throughout the department and across locations
• Mentor and provide assistance to new Tech Support Reps as needed
• Minimum requirement of BA / BS in Computer related fields, or equivalent technical certification
• Experience with all Microsoft products
• Excellent interpersonal skills essential (both verbal and written communication)
• Three years’ experience in technical support or customer service for a software application serving at least 1,500 end-users with an emphasis on networking, database and or desktop support is desired
• Experience with GPS solutions for Enterprise-level customers preferable
• Experience or knowledge of industry standard quality systems, and the ability to create technical and process documentation to quality standards
• Highly customer focused
• Self-motivated, with a proven ability to learn quickly, multi-task and work independently as well as part of a team
• Strong problem solving skills; a keen attention to detail with an analytic approach to work
• Willingness to be flexible with working hours
• An aptitude for working in a changing environment and managing multiple priorities
• A history of delivering to stringent Service Level Agreements (SLA’s)
• Full UK Driving Licence
• Minimum Associates degree or technical institute degree/certificate in Computer Science, Information Systems, Business Administration, or other related field required Bachelor’s degree a plus
• 0-2 years experience
• Experience with ITIL Foundations a plus
• HDI support analyst certification a plus
• Strong interpersonal skills with any type of user, client or partner
• Superior organization, prioritization, self-motivation, and problem resolution skills
• Personal computing skills: proficiency regarding Internet concepts and Microsoft Office, including Word, Excel, Access, PowerPoint, and Outlook
• Previous experience using call center specific tools and tracking software
• Ability to analyze incidents or service requests and recommend solutions
• Ability to interact effectively as a member of a team and work collaboratively with other departments. Leadership qualities a plus
• Ability to actively listen to customers (e.g. students, staff, etc.) and to understand and respond positively to their requests
• Ability to work without close supervision and to set job related priorities
• Ability to occasionally lift up to 25 pounds and lift up to 50 pounds with assistance
• Demonstrates the highest quality of customer service and effectively interacts with all internal and external business contacts
• Attends and contributes to supplier and company meetings and is available for travel to participate in technical training
• Uses resources effectively to provide customers the best component selection for the application and offers associated items with product support. Also provides Mouser website and online chat support
• Communicates requirements and interacts effectively with customers, suppliers, Customer Service, Products and other Mouser departments. Demonstrates the ability to learn and understand profit margins, markups and competitive pricing, and shares information with Product Managers to secure the best possible profit margins. Proficient use of computers, networks, software programs, and other resources
• Return and follow-up with quotes, suppliers, and Customer Service within Mouser’s required response time. Learns and demonstrates effective quoting skills with minimum mistakes and errors. Evaluates and works quotes by fax, Bill of Materials, e-mail, system, and other formats as required
• Understands and is able to correctly work with multiple currencies, profit margins, markups and competitive pricing strategies, and other requirements with regard to processing international orders
• Demonstrates effective time management and organizational skills; Attends and contributes to supplier and company meetings
• Supports the Local Customer Service team, and provides support for other teams when needed
• Supports and participates in company total quality process and represents the company in a professional manner. Works with minimum supervision and makes independent decisions. Maintains proper phone coverage during scheduled work hours and regular attendance at work is an essential part of the job
• Others duties as assigned
• 2 years related technical degree in electronic engineering or technology and minimum 1 year experience in electronic product design or design support or application support, or an equivalent combination of education and experience
• Exhibits understanding of technical specifications to assist in the selection of semiconductor, electromechanical and optoelectronic components
• Exhibits proficiency in the use of block diagrams, schematics, test equipment, and test procedures to analyze and troubleshoot printed circuit board assemblies and sub-assemblies
• Proficient PC experience in a Microsoft Windows environment: Internet, Microsoft Word, Excel, Outlook and other software
• Proficient typing, writing skills, and math skills including currency conversions
• Demonstrates understanding of profit margins, markups and competitive pricing strategies
• Professional verbal and written communication skills in English and local language (minimum). Additional languages may be required
• Excellent written and clear verbal communication on the telephone or in person and interacts effectively with individuals and groups inside and outside the organization
• Exhibits strong analytical, organizational and time management skills. Analyzes the impact of decisions before execution and must be detailed and thorough in work habits with the ability to multi-task
• Responsible for assisting users with their questions about any of our supported software and computing platforms, in a professional and courteous manner through Voice, Email and/or Chat
• Communicates highly technical information to both technical and non-technical personnel
• Knowledge of infrastructure applications such as IIS, Windows Server, SQL server etc
• Some of the key request types that individuals will be expected to handle include User Provisioning, Applications Support, CITRIX, McAfee, Mobile Support, Oracle e-Business, Database, Telecom Support, VPN provisioning, Printing etc
• Tier I helpdesk support – Individuals capable of taking calls, do root cause analysis, and provide solutions to the customer
• Remote user support
• Mobile support - iPhone and Blackberry
• Good Interactive and communication skills
• Self-motivated to learn new technologies and new ways to deliver support
• Stays up-to-date with the latest technologies
• Client Support is the face of DataSafe. Our interaction with our clients is a vital piece to them retaining their business with Fiserv and DataSafe
• Opportunity to grow and contribute to the continued growth and success of DataSafe
• We are a family here at DataSafe. Our collaboration is necessary for team’s success
• Define and/or resolve moderate to complex client problems with Fiserv DataSafe product. Act as first point of interaction through client contact channels (telephone, email and web). Simulate or recreate client problems to analyze and resolve user operating difficulties
• Deliver service and support to end-users using and operating automated call distribution phone software
• Interact with customers to provide and process information in response to technical problems that come in through a help line
• Gather customer’s information and determine the issue by evaluating and analyzing the symptoms
• Enter all relevant data for record keeping into web based software
• Compile and analyze data on a monthly basis
• Diagnose and resolve technical hardware and software issues involving bluetooth connectivity
• Follow standard processes and procedures
• Identify and escalate priority issues per Client specifications
• Redirect problems to appropriate resource
• Follow up and make scheduled call backs to customers where necessary
• May be required to work a different shift and/or longer hours depending on the needs of customer
• Other duties and/or responsibilities assigned by management
• Excellent personal interaction skills
• BS or Technical degree preferred
• Ability to work independently in an agile environment
• Aptitude for understanding modern technologies
• Basic knowledge of Bluetooth functionality
• Basic knowledge of the latest iOS, Windows & Android operating systems
• Ability to solve technical/critical issues in a timely manner
• Competent with Microsoft Office Suite (MS Word, Excel, Outlook)
• Answering inbound calls from clients
• Providing password resets and other general questions
• Research specific issues with Support tools/knowledge base
• Document/Type tickets within CRM system
• Follow-up or escalate issues as needed

Related Job Titles

Technical Support Representative Resume Example (Free Guide)

Create an technical support representative resume that lands you the interview with our free examples and writing tips. use and customize our template and land an interview today..

This article provides a comprehensive guide to writing an effective resume for a Technical Support Representative. It outlines the key information that should be included, such as relevant skills, experience, and education. It also provides examples and tips to help you create a standout resume that will help you stand out from other applicants. Finally, it provides an example of a complete Technical Support Representative resume for reference.

We will cover:

• How to write a resume , no matter your industry or job title.
• What to put on a resume to stand out.
• The top skills employers from every industry want to see.
• How to build a resume fast with our professional Resume Builder .
• What a resume template is, and why you should use it.

What does a Technical Support Representative do?

A Technical Support Representative provides technical assistance to customers and helps troubleshoot computer-related issues. This may include providing technical advice, helping customers configure their hardware and software, and providing technical support for customers’ inquiries. Technical Support Representatives may also help customers set up new systems, troubleshoot problems, and provide advice on how to use their technology. They may also be responsible for keeping track of customer records, maintaining databases, and providing customer service.

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What are some responsibilities of a Technical Support Representative?

• Diagnose and resolve technical hardware and software issues reported by customers
• Provide technical assistance for questions and problems reported by customers
• Test and evaluate software and hardware to determine cause of issue
• Configure, install, and upgrade software and hardware
• Provide accurate information on products or services
• Record events and problems and their resolution in logs
• Follow up with customers to ensure their technical issues are resolved
• Suggest solutions when errors occur
• Refer complex problems to higher level support personnel

Sample Technical Support Representative Resume for Inspiration

Technical Support Representative

John Doe 123 Road St, City, State, Zip Phone: 123-456-7890 Email: [email protected]

John Doe is an experienced Technical Support Representative with over 8 years of experience in the IT field. He has a proven track record of providing exceptional technical support and customer service, as well as managing and troubleshooting technical issues. He is able to quickly and accurately diagnose problems and provide solutions to a diverse range of customers. John is passionate about technology and is always looking for ways to improve the customer experience.

Work Experience

• Company Name – Technical Support Representative (2018 – Present)
• Provide technical support and customer service to a diverse range of customers
• Troubleshoot technical issues and provide solutions in a timely manner
• Track customer inquiries and document solutions
• Company Name – Technical Support Analyst (2012 – 2018)
• Provided technical support to a wide range of customers
• Diagnosed and resolved technical issues in a timely manner
• Provided training and support to customers on the use of software
• University Name – Bachelor of Science in Computer Science (2008 – 2012)
• Customer Service
• Technical Support
• Troubleshooting
• Software Support

Certifications

• CompTIA A+ Certification
• CompTIA Network+ Certification
• English (Fluent)
• Spanish (Basic)

Resume tips for Technical Support Representative

Creating a perfect, career-launching resume is no easy task. Following general writing rules can help, but it is also smart to get advice tailored to your specific job search. When you’re new to the employment world, you need Technical Support Representative resume tips. We collected the best tips from seasoned Technical Support Representative - Check out their advice to not only make your writing process easier but also increase your chances of creating a resume that piques the interest of prospective employers.

• Include a professional summary that highlights your technical support experience.
• List your relevant technical skills in the skills section.
• Focus on customer service and problem-solving capabilities in your work experience section.
• Mention any certifications or training relevant to the job.
• Include additional resume sections, such as hobbies and interests, as appropriate.

Technical Support Representative Resume Summary Examples

A technical support representative resume summary or resume objective is important because it provides a snapshot of your qualifications, experience, and skills to potential employers. It helps them quickly assess if you have the qualifications they are looking for in a candidate. This makes your resume stand out from the competition and increases your chances of landing an interview. For Example:

• Highly motivated Technical Support Representative with 5+ years of experience providing technical assistance for customers and colleagues. Skilled in troubleshooting, problem solving and customer service.
• Experienced Technical Support Representative with 8+ years of experience in a customer service role. Proficient in troubleshooting and problem resolution. Excels in identifying and resolving customer issues.
• Technical Support Representative with 3+ years of experience in IT support. Skilled in resolving customer inquiries, troubleshooting and providing technical support. Proven ability to provide excellent customer service.
• Technical Support Representative with 5+ years of experience in providing technical support and customer service. Proficient in troubleshooting and resolving customer issues. Skilled in working in a fast-paced environment.
• Enthusiastic Technical Support Representative with a proven track record of providing technical assistance and customer service. Experienced in diagnosing and resolving customer issues. Skilled in problem-solving and communication.

Build a Strong Experience Section for Your Technical Support Representative Resume

A strong experience section on a technical support representative resume is important because it demonstrates to potential employers that the applicant has the required knowledge and skills to be successful in the position. It also shows the employer how the applicant has used their skills in prior positions, which gives employers an indication of what they can expect from the applicant should they be hired. Furthermore, having a comprehensive experience section can help to distinguish the applicant from other candidates and showcase their unique qualifications. For Example:

• Provided technical support to customers via phone, email, and chat.
• Resolved technical issues with customers and provided solutions.
• Interpreted customer inquiries and provided accurate solutions.
• Troubleshot application, hardware and software issues.
• Explained complex technical issues to customers in a clear and concise manner.
• Utilized problem-solving skills to identify customer issues and provide solutions.
• Maintained a customer service log to track customer inquiries and resolutions.
• Provided technical support to onsite personnel and remote users.
• Installed and configured new software and hardware products.
• Assisted customers in the setup and utilization of new software and hardware.

Technical Support Representative resume education example

A Technical Support Representative typically needs a minimum of a high school diploma or equivalent and a technical certification, such as CompTIA A+ or Network+. Additionally, many employers prefer Technical Support Representatives to have some experience in customer service, technical support, or IT help desk. Here is an example of an experience listing suitable for a Technical Support Representative resume:

• Bachelor of Science in Computer Science, Harvard University, Cambridge, MA, 2020
• Associate of Science in Information Technology, Boston College, Boston, MA, 2018
• Certified Technical Support Representative, Microsoft, 2019

Technical Support Representative Skills for a Resume

It is important to add skills for a Technical Support Representative Resume because it provides employers with a comprehensive and accurate picture of your qualifications for the position. By including skills on your resume, you are demonstrating your knowledge and expertise in the field of technical support. This can help employers quickly identify you as a qualified candidate for the role they are trying to fill. Additionally, it will allow them to make an informed decision as to whether or not you are the right fit for the job. Soft Skills:

• Communication
• Problem-solving
• Technical expertise
• Organizational
• Time management
• Interpersonal
• Customer service
• Adaptability
• Systems Analysis
• Hardware Repair
• Software Installation
• Data Backup
• Diagnostics
• Help Desk Support
• Documentation

Common Mistakes to Avoid When Writing a Technical Support Representative Resume

In this competitive job market, employers receive an average of 180 applications for each open position. To process these resumes, companies often rely on automated applicant tracking systems, which can sift through resumes and eliminate the least qualified applicants. If your resume is among the few that make it past these bots, it must still impress the recruiter or hiring manager. With so many applications coming in, recruiters typically give each resume only 5 seconds of their attention before deciding whether to discard it. Considering this, it's best to avoid including any distracting information on your application that could cause it to be thrown away. To help make sure your resume stands out, review the list below of what you should not include on your job application.

• Not including a cover letter. A cover letter is a great way to explain why you are the best candidate for the job and why you want the position.
• Using too much jargon. Hiring managers do not want to read a resume full of technical terms that they do not understand.
• Omitting important details. Make sure to include your contact information, educational background, job history, and any relevant skills and experiences.
• Using a generic template. Take the time to customize your resume to the job you are applying for. This will show the employer that you are serious about the position.
• Spelling and grammar errors. Always double-check your resume for typos, spelling mistakes, and grammar errors.
• Focusing too much on duties. Make sure to include accomplishments and successes to show the employer that you are a great candidate.
• Including personal information. Avoid including any personal information such as age, marital status, or religious beliefs.

Key takeaways for a Technical Support Representative resume

• Highlight any certifications or professional development courses that you have completed
• Emphasize your customer service and communication skills
• Include any technical skills you have that are relevant to the position
• Mention any experience you have troubleshooting computer hardware or software
• List any previous customer service or technical support experience you have
• Include any awards or accolades you have received for your work