Technical Support Representative Resume Examples and Templates

Technical Support Representative

• Operated in an inbound call center, addressing technical issues related to cellular services.
• Utilized company proprietary CSM software along with 3rd party cellular software.
• Surpassed leadership-set expectations in all key performance indicators, leading to a promotion within the team.
• Assigned the responsibility of developing new training documentation for both new and existing employees.

Technical Support Representative

• Aided customers by delivering fare and flight information within specified time constraints.
• Offered sales support to travel agencies, encompassing fare pricing, fare rule clarification, and ticket reissuing.
• Demonstrated proper phone etiquette, familiarity with Transportation Security Administration's travel and security regulations, geographical knowledge, and efficient work practices.
• Provided technical phone and chat support to home-based reservation agents.
• Conducted coaching for the technical support team in alignment with quality assurance guidelines.
• Demonstrated extensive analytical skills, proficiency with Windows-based applications, expertise in virtual private networks, and efficient troubleshooting assistance to agents.

Technical Support Representative

• Leverage extensive training to enhance high-speed services critical for meaningful connectivity.
• Deploy advanced diagnostic tools to effectively resolve technical inquiries and ensure seamless service operation.
• Utilize ticketing systems for streamlined management and processing of support actions and requests.

Technical Support Representative

• Provided customers with basic technical support for current and previous software releases.
• Assisted clients with general hardware, peripheral, network, and external software support.
• Escalated help desk tickets to Tier 2 support when issues exceeded the scope of Tier 1 technician support, unless personally capable of handling the situation.
• Progressed to the role of Tier 1 Technical Support Lead.

Customer Care Technical Support Representative

• Maintained a positive, empathetic, and professional demeanor when interacting with customers.
• Offered support through remote session tools.
• Assisted customers in resolving software-related backup issues.
• Supported customers in data restoration.
• Guided new customers through the account creation process.
• Assisted customers in addressing credit card disputes and managing refund requests.

Technical Support Representative

• Employed active listening skills to ensure every customer's issue reached a satisfactory resolution, aiming for complete customer satisfaction.
• Addressed incoming inquiries and customer questions, resolving problems according to standardized procedures while maintaining a courteous demeanor.
• Collected information and posed questions to identify the source of problems and customer needs.
• Documented all customer and issue-related information in the appropriate database.
• Efficiently managed customer calls and chats in a demanding, fast-paced call center environment.
• Escalated help desk tickets to the Customer Service 2nd Line / Dispute Resolutions Team when technical support exceeded the scope of 1st Line Customer Service.

Technical Support Representative

• Delivered fundamental IT support to non-technical consumers.
• Addressed customer concerns with clarity, courtesy, and simplicity.
• Efficiently managed call flow, catering to customers' technical support requirements.
• Independently identified and resolved technical issues using various diagnostic tools.
• Ensured a high level of customer satisfaction by effectively managing customer expectations and experiences.
• Conducted follow-ups with clients to verify optimal customer satisfaction.
• Acted as a liaison between staff and human resources.

Technical Support Representative

• Ensured clients received satisfactory service and addressed their questions and concerns.
• Performed troubleshooting for customer hardware and basic software issues.
• Acted as the primary point of contact for clients by providing chat support.
• Provided assistance to new agents during their initial weeks of handling calls.

Technical Support Representative II

• Assisted customers in resolving various technical issues through email, live chat, and telephone channels.
• Reviewed support cases for technical accuracy and identified opportunities for process improvement.
• Provided support for customers with online billing, access, and account problems.
• Communicated product development issues discovered during technical support calls to senior leadership.
• Managed customer system updates, keeping clients informed about installation progress.
• Documented customer complaints and inquiries for use in technical documentation and bug tracking.
• Utilized automated systems, including Freshdesk, Zendesk, Salesforce, and others, to track and manage customer inquiries.
• Entered customer service orders and tracked them through to completion.
• Delivered both local and remote Tier 1 IT support for hardware and software to company personnel.
• Recorded all customer interactions in a CRM and escalated complex or new issues to relevant departments.
• Provided installation and troubleshooting technical support for a network of dealers, distributors, and installers for a commercial product line.
• Offered installation and technical support for garage door opener products and accessories, including pricing, order, and return requests.
• Ensured the success of the dealer network by delivering prompt and professional technical support and replacement parts within corporate guidelines.

Technical Support Representative

• Successfully resolved technical issues related to applications like SAP, Command, and LoadMaster.
• Assisted customers through inbound calls and email inquiries.
• Managed service requests, handled incidents, and documented tickets.
• Collaborated with supervisors to escalate and address customer inquiries and technical problems.
• Utilized ticketing systems for efficient support action and request processing.
• Recorded transactions and support interactions in the system for future reference and knowledge base expansion.
• Submitted service tickets for equipment maintenance requests.
• Conducted thorough research to resolve product-related issues and address customer concerns.
• Efficiently managed high call volumes and addressed email-based technical support needs.
• Collaborated with colleagues across domestic and international support facilities.

Technical Support Representative

• Addressed technical concerns and common issues, offering both basic and advanced troubleshooting support, including software installation, pre-installed application issues, remote access device assistance, and common settings concerns.
• Effectively resolved and addressed pending and open staff-reported tickets.
• Assisted customers with online product purchases via the main website.
• Acted as a Quality Assurance Specialist.
• Identified areas for improvement by monitoring agents' daily calls to ensure customer satisfaction and compliance with client requirements.
• Assisted in communicating and implementing policy and account changes.
• Conducted training sessions on client updates and quality guidelines, particularly for new hires.
• Provided weekly reports to the client regarding monitored calls and agent performance.

Technical Support Representative

• Managed customer complaints, offering timely alternatives and solutions.
• Greeted and assisted over 200 customers daily, guiding them to relevant company departments or associates.
• Conducted troubleshooting to identify technical issues, documented pertinent information, and assisted field technicians in resolving problems.
• Maintained detailed records of customer interactions, focusing on issues and complaints to aid in future troubleshooting.
• Delivered accurate information using appropriate tools and methods tailored to customer needs.
• Facilitated compensation for customers experiencing temporary service impairments or urgent service requirements.
• Collaborated with colleagues to identify suitable solutions and enhance customer service.
• Followed up with customers to ensure resolution and satisfaction.