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.

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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Technical Support Representative Job Description

Introduction:.

A technical support representative is accountable for implementing in-person and virtual technical support to clients. They would provide technical support and responses to consumers’ concerns, as well as solve software and hardware issues. They’re also in charge of setting up hardware, keeping track of client contacts, and working with others to enhance the firm’s requirements of the system. They labor in a call center or an organization’s operational department. They typically connect with clients using phone calls, emails, web conferencing, or face-to-face interactions and provide step-by-step answers to hardware and software issues. Their main responsibilities include taking possession of client complaints and seeing them through to resolving, as well as investigating, identifying, debugging, and resolving technical to software bugs, as well as pursuing normal procedures for proper escalation of unresolved problems to the relevant internal teams. To handle client concerns, help desk employees communicate with numerous departments inside a business. They look for upselling chances to help the company sell more things. Their job also entails conducting a study to get the knowledge that can help them solve consumer problems.

Technical Support Representative Job Titles:

• Technical Support Representative
• Technical Support Engineer

Technical Support Representative Job Summary:

We’re seeking for a Technical Support Engineer to help our customers at the industry level. You’ll debug and fix software and hardware issues, as well as assist clients in installing applications and programs. Technical Support Engineers are responsible for addressing connectivity issues, setting operating systems, and providing quick support via remote desktop access. To provide clients with timely replies to simple IT concerns, you will use mail and chat tools.

Technical Support Representative Job Responsibilities and Duties:

• Clients should be actively listened to grasp their issues or concerns.
• Clients are interviewed to acquire information that can be used to make suggestions and remedies for a technical fault.
• Computer networks, databases, and network difficulties are installed, configured, and troubleshot.
• Provide everyday technical assistance to information technology businesses.
• Take client calls as well as provide step-by-step instructions for resolving technical issues.
• To ensure a speedy resolution, use a booking system to record and manage client complaints.
• Set user access to ensure the safety and integrity of the enterprise database.
• Customers should be informed about highly technical facts in straightforward language.
• To avoid legal difficulties, ensure that service agreements are followed.
• Direct and guide the activities of less experienced technical support staff.
• Maintain a current understanding of the company’s products and services.

Technical Support Representative Skills and Qualification:

• Bachelor’s degree in networking or communication
• More than 2 years of experience in similar filed
• Excellent communication skills, both verbally and in writing.
• Interpersonal and customer relations abilities are exceptional.
• The phone’s manner is pleasant and courteous.
• Ability to communicate technical concerns to both technical and non-technical workers as well as customers.
• Excellent problem-solving and analytical abilities.
• Microsoft Office Suite or associated software expertise.
• Ability to efficiently learn or be adept with a variety of computer hardware and software.
• Long lengths of time are spent sitting in an office and using a computer.
• At times, you should be strong enough to lift to 15 pounds.

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Technical Support Representative resume examples for 2024

A technical support representative resume should highlight strong work ethic, customer calls, and excellent organizational skills. According to John Talburt Ph.D. , Professor of Information Science at the University of Arkansas at Little Rock, "They also value experience in more people-oriented and team skills like courses in change management, project management, data governance, and data quality management." These skills are crucial, as technical support representatives must resolve technical issues and connect with customers quickly and effectively.

Technical Support Representative resume example

How to format your technical support representative resume:.

• Use the job title 'Technical Support Representative' in your resume to match the application. Hiring managers recommend keeping it on one page, focusing on achievements and troubleshooting support
• Highlight experiences like 'Coordinated troubleshooting between country code top-level domain registries and registrars, resolving approximately 60 inbound customer calls daily' to emphasize your technical support skills
• Include specific technical achievements such as 'Utilized Microsoft Management Console to maintain user accounts and PCs' or 'Configured network devices for SIP-based VoIP telephony services' to showcase your technical expertise

Choose from 10+ customizable technical support representative resume templates

Choose from a variety of easy-to-use technical support representative resume templates and get expert advice from Zippia’s AI resume writer along the way. Using pre-approved templates, you can rest assured that the structure and format of your technical support representative resume is top notch. Choose a template with the colors, fonts & text sizes that are appropriate for your industry.

Technical Support Representative resume format and sections

1. add contact information to your technical support representative resume.

Technical Support Representative Resume Contact Information Example # 1

Montgomery, AL 36043| 333-111-2222 | [email protected]

2. Add relevant education to your technical support representative resume

Your resume's education section should include:

• The name of your school
• The date you graduated ( Month, Year or Year are both appropriate)
• The name of your degree

If you graduated more than 15 years ago, you should consider dropping your graduation date to avoid age discrimination.

Optional subsections for your education section include:

• Academic awards (Dean's List, Latin honors, etc. )
• GPA (if you're a recent graduate and your GPA was 3.5+)
• Extra certifications
• Academic projects (thesis, dissertation, etc. )

Other tips to consider when writing your education section include:

• If you're a recent graduate, you might opt to place your education section above your experience section
• The more work experience you get, the shorter your education section should be
• List your education in reverse chronological order, with your most recent and high-ranking degrees first
• If you haven't graduated yet, you can include "Expected graduation date" to the entry for that school

Check More About Technical Support Representative Education

Technical Support Representative Resume Relevant Education Example # 1

Bachelor's Degree In Computer Science 2013 - 2016

University of California - Davis Davis, CA

Technical Support Representative Resume Relevant Education Example # 2

Some College Courses In Computer Networking 2006 - 2008

Remington College Colorado Springs, CO

3. Next, create a technical support representative skills section on your resume

Your resume's skills section should include the most important keywords from the job description, as long as you actually have those skills. If you haven't started your job search yet, you can look over resumes to get an idea of what skills are the most important.

Here are some tips to keep in mind when writing your resume's skills section:

• Include 6-12 skills, in bullet point form
• List mostly hard skills ; soft skills are hard to test
• Emphasize the skills that are most important for the job

Hard skills are generally more important to hiring managers because they relate to on-the-job knowledge and specific experience with a certain technology or process.

Soft skills are also valuable, as they're highly transferable and make you a great person to work alongside, but they're impossible to prove on a resume.

Example of skills to include on an technical support representative resume

Customer service is the process of offering assistance to all the current and potential customers -- answering questions, fixing problems, and providing excellent service. The main goal of customer service is to build a strong relationship with the customers so that they keep coming back for more business.

Top Skills for a Technical Support Representative

• Customer Calls , 13.7%
• Smartphones , 9.0%
• Technical Support Calls , 6.6%
• Work Ethic , 5.7%
• Other Skills , 65.0%

4. List your technical support representative experience

The most important part of any resume for a technical support representative is the experience section. Recruiters and hiring managers expect to see your experience listed in reverse chronological order, meaning that you should begin with your most recent experience and then work backwards.

Don't just list your job duties below each job entry. Instead, make sure most of your bullet points discuss impressive achievements from your past positions. Whenever you can, use numbers to contextualize your accomplishments for the hiring manager reading your resume.

It's okay if you can't include exact percentages or dollar figures. There's a big difference even between saying "Managed a team of technical support representatives" and "Managed a team of 6 technical support representatives over a 9-month project. "

Most importantly, make sure that the experience you include is relevant to the job you're applying for. Use the job description to ensure that each bullet point on your resume is appropriate and helpful.

• Created and published TechNotes and Technical Documentation for IBM Cognos Software.
• Ensured license compliance, diagnosed and fixed issues which could not be handled by the telephonic help desk.
• Documented upgrade procedures and manual processes, ensuring upgrade consistency across the enterprise.
• Assisted clients with technical support of software/hardware issues regarding Apple products including iPod, iTunes, iPhone, and MAC OS
• Established positive working relationships with customers by following up with work orders, ensuring satisfaction and task completion.
• Answered phone calls from customers who needed assistance on their wireless inquiries and offered tech support from a desktop computer.
• Helped customers navigate through internet browsers and through operating systems to delete unnecessary temporary files and cookies in the operating systems.
• Traveled to Middle Eastern and Asian countries for the Y2K software/hardware upgrades and operational Tier III Technical Support.
• Provided remote office support via VPN and dialup.
• Resolved browser issues using Netscape and Internet Explorer.
• Provided field services for different types of printers at Boeing offices and hangars.
• Coached field engineers in proper service procedures, territory management and customer interactions.
• Advised user with configuration of DSL and cable modems to work with a Cisco VPN and Checkpoint Secure Remote clients.
• Provided break fix for PC Hardware.
• Provided customer training on assigned products in accordance with current field procedures.
• Created Distribution Lists, Group Email Boxes, Office Communicator configuration and setup.
• Supported setting up email on the iPhone and various syncing issues with iTunes.
• Analyzed and corrected connections, Microsoft errors on computers involving software, hardware and printer faults.
• Planned computer hardware and software direction in relation to architectural 3d visualization.
• Assisted end-users with technical support for devices(computers, laptop, cell-phones, land- lines, fax machines etc.

5. Highlight technical support representative certifications on your resume

Specific technical support representative certifications can be a powerful tool to show employers you've developed the appropriate skills.

If you have any of these certifications, make sure to put them on your technical support representative resume:

• Network 5 Certification
• Certified Information Technology Professional (CITP)
• Certified Pharmacy Technician (CPhT)
• Certified Network Computer Technician (CNCT)
• IT Information Library Foundations Certification (ITIL)
• Certified Phlebotomy Technician (CPT)
• Master Certified Electronics Technician (CETma)
• Certified Instrumentation Specialist (CIS)
• Cisco Certified Network Associate (CCNA)
• Dell Certified Systems Expert (DCSE)

6. Finally, add an technical support representative resume summary or objective statement

A resume summary statement consists of 1-3 sentences at the top of your technical support representative resume that quickly summarizes who you are and what you have to offer. The summary statement should include your job title, years of experience (if it's 3+), and an impressive accomplishment, if you have space for it.

Remember to emphasize skills and experiences that feature in the job description.

Common technical support representative resume skills

• Customer Calls
• Smartphones
• Technical Support Calls
• Internet Connectivity
• Customer Service
• Customer Satisfaction
• Excellent Organizational
• Email Clients
• Strong Computer
• Technical Support Issues
• Inbound Calls
• Customer Support
• Customer Inquiries
• Customer Issues
• Technical Troubleshooting
• Remote Connection
• Customer Care
• Problem Resolution
• Software Issues
• Cell Phones
• Customer Problems
• Technical Assistance
• Email Issues
• Troubleshooting Assistance
• Computer System
• Technical Problems
• Customer Interaction
• Trouble Tickets
• Service Issues
• Outbound Calls
• Phone Support
• Connectivity Issues
• Service Calls
• Customer Complaints

Technical Support Representative Jobs

Links to help optimize your technical support representative resume.

• How To Write A Resume
• List Of Skills For Your Resume
• How To Write A Resume Summary Statement
• Action Words For Your Resume
• How To List References On Your Resume

Technical Support Representative resume FAQs

What does a technical support representative do, search for technical support representative jobs.

Updated April 25, 2024

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

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• Technical Support Representative

5 Amazing technical support representative Resume Examples (Updated 2023) + Skills & Job Descriptions

Build your resume in 15 minutes, technical support representative: resume samples & writing guide, umberto parker, professional summary, employment history.

• Diagnose and resolve technical problems
• Assist customers with installation of software and hardware
• Document customer service requests and solutions
• Provide technical support over the phone, email, and chat
• Develop customer service procedures
• Follow up with customers to ensure their technical issues are resolved
• Test and evaluate new technology

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Xaviero Franklin

• Troubleshoot hardware and software issues
• Provide customer training and guidance
• Escalate customer service issues to the appropriate departments
• Monitor system performance

Pauline Davis

• Answer customer queries and identify potential issues
• Maintain customer service database
• Create technical documentation and manuals

Floyd Young

Not in love with this template? Browse our full library of resume templates

Table of Content

• Introduction
• Resume Samples & Writing Guide
• Resume Example 1
• Resume Example 2
• Resume Example 3
• Resume Example 4
• Resume Example 5
• Jobs Description
• Jobs Skills
• Technical Skills
• Soft Skills
• How to Improve Your Resume
• How to Optimize Your Resume
• Cover Letter Example

technical support representative Job Descriptions; Explained

If you're applying for an technical support representative position, it's important to tailor your resume to the specific job requirements in order to differentiate yourself from other candidates. Including accurate and relevant information that directly aligns with the job description can greatly increase your chances of securing an interview with potential employers. When crafting your resume, be sure to use action verbs and a clear, concise format to highlight your relevant skills and experience. Remember, the job description is your first opportunity to make an impression on recruiters, so pay close attention to the details and make sure you're presenting yourself in the best possible light.

technical support representative

• Interpret customer records and repair tickets
• Escalate customer trouble issues when appropriate
• Determine further action or final completion on customer cases received
• Test, analyze and clear customer reported trouble
• Converse with customers to determine details of equipment problems.
• Reassemble machines after making repairs or replacing parts.
• Reinstall software programs or adjust settings on existing software to fix machine malfunctions.
• Advise customers concerning equipment operation, maintenance, or programming.
• Takes incoming customer service calls from existing customers regarding
•  technical issues.
• Assists customers with questions about their internet connection.
• Answers questions on how to perform basic troubleshooting, such as system powercycling.
• Assists with yahoo website troubleshooting.
• Resolved and assisted the AT&T US employees in resolving their technical issues.
• I was the prime contact in resolving technical issues related to LAN, Wi-Fi, and VPN applications.
• Was part of a team which works with Hardware, Printers, Active Directory and Microsoft Outlook related issues.
• Provide assistance to customers by diagnosing and solving technical issues.
• Managed call flow and responded to technical support needs of customers.
• Resolved customer issues in a clear, courteous and straightforward manner.
• Identified and solved technical issues with a variety of diagnostic tools.
• Answered incoming calls from residential and small business customers.

technical support representative Job Skills

For an technical support representative position, your job skills are a key factor in demonstrating your value to the company and showing recruiters that you're the ight fit for the role. It's important to be specific when highlighting your skills and ensure that they are directly aligned with the job requirements, as this can greatly improve your chances of being hired. By showcasing your relevant skills and experience, you can make a compelling case for why you're the best candidate for the job.

How to include technical skills in your resume:

Technical skills are a set of specialized abilities and knowledge required to perform a particular job effectively. Some examples of technical skills are data analysis, project management, software proficiency, and programming languages, to name a few. Add the technical skills that will get hired in your career field with our simple-to-use resume builder. Select your desired resume template, once you reach the skills section of the builder, manually write in the skill or simply click on "Add more skills". This will automatically generate the best skills for your career field, choose your skill level, and hit "Save & Next."

• Network Administration
• Operating Systems
• Technical Troubleshooting
• Hardware Maintenance
• Software Installation
• Security Protocols
• Network Security
• Programming
• Computer Hardware
• System Administration
• Computer Networking
• Data Analysis
• Technical Support
• Cloud Computing
• System Diagnostics
• Network Infrastructure
• Server Management
• Cybersecurity.

How to include soft skills in your resume:

Soft skills are non-technical skills that relate to how you work and that can be used in any job. Including soft skills such as time management, creative thinking, teamwork, and conflict resolution demonstrate your problem-solving abilities and show that you navigate challenges and changes in the workplace efficiently. Add competitive soft skills to make your resume stand-out to recruiters! Simply select your preferred resume template in the skills section, enter the skills manually or use the "Add more skills" option. Our resume builder will generate the most relevant soft skills for your career path. Choose your proficiency level for each skill, and then click "Save & Next" to proceed to the next section.

• Communication
• Interpersonal
• Time Management
• Problem Solving
• Decision Making
• Critical Thinking
• Adaptability
• Organization
• Public Speaking
• Negotiation
• Conflict Resolution
• Attention to Detail
• Self-Motivation
• Stress Management
• Collaboration
• Strategic Thinking
• Emotional Intelligence
• Flexibility
• Reliability
• Professionalism
• Computer Literacy
• Project Management
• Customer Service
• Presentation
• Written Communication
• Social Media
• Troubleshooting
• Quality Assurance
• Supervisory
• Risk Management
• Database Management
• Documentation
• Financial Management
• Visualization
• Business Acumen
• Process Improvement
• Relationship Management.

How to Improve Your technical support representative Resume

Navigating resume pitfalls can mean the difference between landing an interview or not. Missing job descriptions or unexplained work history gaps can cause recruiters to hesitate. Let's not even talk about the impact of bad grammar, and forgetting your contact info could leave your potential employer hanging. Aim to be comprehensive, concise, and accurate.

Roger Nelson

Unexplained year gaps and missing job experiences are a no-no, gaps in your resume can prevent recruiters from hiring you if you don't explain them..

• It's okay to have gaps in your work experience but always offer a valid explanation instead of just hiding it.
• Use the gap to talk about positive attributes or additional skills you've learned.
• Be honest and straightforward about the gap and explain it using a professional summary.

How to Optimize Your technical support representative Resume

Keep an eye out for these resume traps. Neglecting to detail your job roles or explain gaps in your career can lead to unnecessary doubts. Grammar blunders can reflect negatively on you, and without contact information, how can employers reach you? Be meticulous and complete.

Yolanda Davis

• Docuement custoemr service requests and sollutions
• Reserch and recomend new technologys
• Troubleshoot hardwere and softwere isssues
• Assist customers with installation of software and hardwares
• Troubleshoot hardwares and softwares issues
• Monitors system performances
• Creates technical documentation and manuals
• Documenting customer service requests and solutions
• Researching and recommend new technologys

Avoid Spelling Mistakes and Include your Contact Information

Missing contact information prevents recruiters from understanding you're the best fit for the position..

• Make sure you're not missing contact information on your resume. That should include your full name, telephone number and email address.
• Make sure to use a professional email address as part of your contact information.
• Highlight your contact information and double check that everything is accurate to help recruiters get in touch with you.

technical support representative Cover Letter Example

A cover letter can be a valuable addition to your job application when applying for an technical support representative position. Cover letters provide a concise summary of your qualifications, skills, and experience, also it also gives you an opportunity to explain why you're the best fit for the job. Crafting a cover letter that showcases your relevant experience and enthusiasm for the Accounts Payable role can significantly improve your chances of securing an interview.

Accenture Recruitment Team

I am excited to apply for the Chief Technical Support Representative position at Accenture. As a highly skilled Technical Support Representative with 14 years of experience in Information Technology (IT), I am confident that I can contribute significantly to your organization.

My life experiences have taught me the importance of hard work, dedication, and collaboration. Whether it was on the work, or just personally, I have always been committed to pursuing my goals with passion and tenacity. I am confident that throughout all of these years I have gained the skills and expertise necessary to succeed in this role and be a great asset for Accenture. I am eager to join a team that shares my values and work towards a common goal.

I appreciate the opportunity to apply for the Chief Technical Support Representative position. I am committed to making a positive impact on the world, so I am thrilled about the opportunity to join your team and work towards achieving our shared goals for the betterment of everyone.

Showcase your most significant accomplishments and qualifications with this cover letter. Personalize this cover letter in just few minutes with our user-friendly tool!

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• Technical Support Specialist Resume Example

Resume Examples

• Common Tasks & Responsibilities
• Top Hard & Soft Skills
• Action Verbs & Keywords
• Resume FAQs
• Similar Resumes

Common Responsibilities Listed on Technical Support Specialist Resumes:

• Diagnosing and resolving technical issues related to computer hardware, software, network systems, and peripherals both remotely and in person.
• Installing, configuring, and updating software applications, operating systems, and hardware devices.
• Providing end-user support and training for new technologies and systems.
• Creating and maintaining comprehensive documentation of IT procedures, system configurations, and troubleshooting guides.
• Monitoring and maintaining computer systems and networks to ensure they function efficiently and securely.
• Responding to IT service tickets and prioritizing issues based on severity and impact on business operations.
• Collaborating with other IT staff to manage large-scale IT projects and rollouts.
• Setting up user accounts, permissions, and passwords to ensure network security and access control.
• Conducting regular system backups and recovery procedures to prevent data loss.
• Assisting with the procurement of IT equipment and software, including performing cost-benefit analysis and vendor negotiations.
• Participating in the development and implementation of IT policies and best practice guides for the organization.
• Staying current with technological developments and trends to advise on potential improvements to IT infrastructure.

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Technical Support Specialist Resume Example:

• IT support strategy development
• Ticketing system implementation and management
• Security protocols and training
• Technical workshop development and instruction
• Operating system migration management
• IT procurement and cost optimization
• Data backup and recovery solutions
• Technical issue analysis and resolution
• IT documentation and best practices creation
• Remote support tools and protocols
• Project management
• Customer service and user satisfaction improvement
• Technical training and staff development
• System performance monitoring and optimization
• Business continuity planning

Top Skills & Keywords for Technical Support Specialist Resumes:

Hard skills.

• Troubleshooting and Problem Solving
• Hardware and Software Installation
• Network Configuration and Troubleshooting
• Operating Systems (Windows, macOS, Linux)
• Remote Desktop Support
• Customer Service and Communication
• Knowledge Base Management
• Ticketing Systems (e.g. JIRA, Zendesk)
• Scripting and Automation
• Virtualization Technologies (e.g. VMware, Hyper-V)
• Security and Data Protection
• Mobile Device Support

Soft Skills

• Communication and Interpersonal Skills
• Problem Solving and Troubleshooting
• Customer Service and Relationship Management
• Attention to Detail and Accuracy
• Patience and Empathy
• Adaptability and Flexibility
• Time Management and Prioritization
• Technical Knowledge and Expertise
• Collaboration and Teamwork
• Analytical Thinking and Data Analysis
• Conflict Resolution and Negotiation
• Continuous Learning and Self-Development

Resume Action Verbs for Technical Support Specialists:

• Troubleshot
• Implemented
• Collaborated
• Investigated
• Coordinated

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Resume FAQs for Technical Support Specialists:

How long should i make my technical support specialist resume, what is the best way to format a technical support specialist resume, which keywords are important to highlight in a technical support specialist resume, how should i write my resume if i have no experience as a technical support specialist, compare your technical support specialist resume to a job description:.

• Identify opportunities to further tailor your resume to the Technical Support Specialist job
• Improve your keyword usage to align your experience and skills with the position
• Uncover and address potential gaps in your resume that may be important to the hiring manager

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Related Resumes for Technical Support Specialists:

It support specialist, it support analyst, it support manager, desktop support specialist, desktop support engineer, support engineer, technical support engineer, it service manager.

Technical Support Representative Resume Examples

Writing a great technical support representative resume is important because it is one of the first things a potential employer will see when they are considering you for a position. It is your opportunity to make a good first impression and sell yourself as the best candidate for the job.

Create your resume Select from 7 professional resume templates

If you're looking for inspiration when it comes to drafting your own technical support representative resume, look no further than the samples below. These resumes will help you highlight your experience and qualifications in the most effective way possible, giving you the best chance of landing the technical support representative job you're after.

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Essential Components of a Technical Support Representative Resume

A well-crafted resume is crucial for a Technical Support Representative, as it showcases your proficiency in resolving technical issues related to computers, software, and IT services. It serves as your professional introduction to potential employers, highlighting your skills and experience in a clear and concise manner.

Your resume should be structured into distinct sections, including personal information, career objectives, skills, employment history, education, and any specialized training. Each section plays a role in demonstrating your suitability for the role.

We will now delve into each section of the resume, discussing its significance and the type of information it should contain. Additionally, we'll provide tips to enhance each section when applying for a Technical Support Representative position.

1. Contact Information

The " Contact Information " section is the first point of contact between you and potential employers. It should be prominently placed at the top of your resume, just below your name, and include up-to-date details for seamless communication.

Include the following details:

• Full Name: Start with your full legal name, avoiding nicknames unless they are professionally recognized.
• Phone Number: Provide a reliable phone number with a professional voicemail greeting.
• Email Address: Use a professional email address that incorporates your first and last name.
• Location: Mention your current city and state; a full home address is not necessary.
• LinkedIn Profile: Include the URL to your LinkedIn profile to offer employers additional insight into your professional background.
• Other Relevant Links: If applicable, provide links to other professional profiles or portfolios that showcase your technical support work.

This section should be accurate and professional, as it forms the employer's first impression of you.

2. Objective Statement

The " Objective Statement " is a brief and impactful section that outlines your career goals and relevant skills. It should align with the job description and demonstrate your understanding of the company's needs.

Here's an example of an effective Objective Statement:

"Seeking to leverage my extensive experience in technical diagnostics and customer service to enhance the support operations at XYZ Company. With a solid track record in IT infrastructure management, I am committed to ensuring smooth operations and high customer satisfaction."

An Objective Statement is your opportunity to showcase your qualifications and aspirations as a Technical Support Representative at the outset of your resume.

Related: Top Technical Support Representative Resume Objective Examples

3. Skills and Competencies

The " Skills and Competencies " section is where you highlight the abilities that qualify you for the role. It should include a mix of hard and soft skills relevant to technical support.

• Technical Skills: Proficiency in technologies, software, hardware, systems, help desk software, and remote desktop tools.
• Problem-Solving Skills: Ability to quickly identify and resolve complex technical issues.
• Communication Skills: Excellent verbal and written communication for explaining technical concepts to non-technical users.
• Customer Service Skills: Patience and empathy in assisting stressed customers.
• Multitasking Ability: Handling multiple tasks simultaneously, such as responding to calls and emails.
• Attention to Detail: Precision in identifying technical issues to provide accurate solutions.
• Time Management Skills: Managing time effectively under pressure to meet deadlines.
• Adaptability/Flexibility: Willingness to learn and adapt to new technologies.
• Teamwork Skills: Collaborating with teams for collective problem-solving.

Customize this section to match the specific skills required by the job description.

Related: Technical Support Representative Skills: Definition and Examples

4. Work Experience

The " Work Experience " section is a critical part of your resume, providing insight into your past roles and achievements in technical support. List your positions in reverse chronological order, detailing your responsibilities and accomplishments.

Highlight experiences that showcase your technical problem-solving abilities, such as resolving software or hardware issues, conducting diagnostic tests, or providing remote assistance. Use quantifiable achievements and action verbs to strengthen your descriptions.

Summarize your work history to demonstrate your potential value to the employer's team.

5. Education and Certifications

The " Education and Certifications " section outlines your academic background and any relevant certifications that enhance your qualifications for the role.

• Academic Achievements: Degrees in computer science or related fields are often preferred.
• Certifications: Industry-recognized certifications such as CompTIA A+, Microsoft Certified: Azure Fundamentals, Cisco Certified Technician (CCT), and HDI-CSR.
• Continuous Learning: Recent courses or workshops that keep you updated with the latest technologies.
• Special Training: Specific training relevant to the job, such as database management or network administration.

This section should complement your practical experience and skills, showcasing your readiness for the role.

Related: Technical Support Representative Certifications

6. Technical Proficiencies

The " Technical Proficiencies " section highlights your expertise in specific technical areas relevant to the role of a Technical Support Representative.

List your knowledge and experience with operating systems, networking concepts, programming languages, database management, hardware troubleshooting, CRM systems, and ticketing software. Provide examples of how you've applied these skills in practical situations.

Including certifications related to these technical skills can further validate your expertise.

7. References

References serve as a testament to your technical abilities and professional conduct. Include contacts who can vouch for your skills and work ethic, such as former supervisors, colleagues, or clients.

Ensure you have their consent before listing them and consider stating " References available upon request " to save space on your resume.

Well-chosen references can significantly enhance your credibility and reassure potential employers of your capabilities as a Technical Support Representative.

Related Resume Examples

• Technical Support Agent
• Technical Support Analyst
• Technical Support Engineer
• Technical Support Manager
• Technical Support Specialist
• Technical Support Associate

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Technical Representative Job Description

Technical representative duties & responsibilities.

To write an effective technical representative job description, begin by listing detailed duties, responsibilities and expectations. We have included technical representative job description templates that you can modify and use.

Sample responsibilities for this position include:

Technical Representative Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Technical Representative

List any licenses or certifications required by the position: CCNP, MCSA, FAA, CTIA, TLS, SSL, MTA, HAZWOPER, OSHA, EASA

Education for Technical Representative

Typically a job would require a certain level of education.

Employers hiring for the technical representative job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Collage Degree in Engineering, Technical, Chemistry, Industrial, Biology, Business, Life Sciences, Associates, Education, Technology

Skills for Technical Representative

Desired skills for technical representative include:

Desired experience for technical representative includes:

Technical Representative Examples

• Microsoft Word (.docx) .DOCX
• PDF Document (.pdf) .PDF
• Image File (.png) .PNG
• Resolves client and/or merchant technical support issues relating to point of service (POS) products, including, but not limited to, dial-up card swipe terminals, and provides standardized responses by utilizing established documentation and processes
• Troubleshoot issues identified in the field or internally relating to products and/or processes
• Develop relationships with top retailers to review their tech needs and the general business environment (trends, promotions, competitor info)
• Create and review publications for global release for product improvements, service instructions and procedures
• Control quality through the completion of assembly documentation (motor alignment, weld testing, electrical insulation testing, motor performance benchmarks, ) and machine commissioning
• Provides technical direction and assistance to customers on the use of the product lines
• Serves as operational advisor to customers by applying general quality tools and analytical concepts to assist with improving product quality, efficiency and line design
• Resolve daily mobile application issues with customers, which can include user log-in problems, deactivations, new user set-up application download problems
• Ensure swap outs are relevant and necessary and levels are reduced by ensuring all possible technical aspects are covered within 1st call
• When technical calls results in a swap out ensure terminal replacement is achieved in the most cost effective manner (either courier or use of Field Service Representatives - FSR)
• Able to handle and retain regular updates and changes to policies, procedures
• Must be willing to travel extensively (at least one full week each month) relocate based upon business needs
• Strong knowledge of PC systems and MAC systems (desktop and laptop), wireless devices and printer hardware
• Basic knowledge of wireless hardware, networks and respective components
• Some exposure to general marketing, technical writing or business marketing
• Team Player - able to integrate into existing environment
• Represents SWS Customer Care on multiple cross-functional product support teams for assigned products
• Analyzes warranty and parts usage reports, customer and dealer/distributor contact reports, failed parts and manufacturing information to identify product reliability and safety concerns for assigned products
• Assists with updating and development of SWS Customer Care policies and procedures to sustain Toro’s superior level of aftermarket support, in response to new product acquisitions or technology, legal requirements, channel support considerations, marketing programs, or revisions to existing service model
• Trains staff members on technical details of new products and product improvements
• Work with the customer to drive general paint line Mechanical Engineer duties – including system preventative maintenance schedules, safety improvements, continuous process improvements, system cost savings analysis and implementation, emergency response
• Responds to questions and concerns from the customer regarding product line(s) and general operations
• Take an active role in attaining and maintaining new and existing key accounts
• Utilize salesforce.com to communicate regarding progress on new projects and customers
• Achievessales and profit goals by developing existing customers, opening new business accounts, and customer retention
• Qualifies leads and follows-up on new opportunities
• Ability to interpret locomotive schematics / blue prints, wiring diagrams schematics that pertain to the actual components on the locomotive
• Creative ability and good business and decision making skills
• Can pass a criminal background (no felonies)
• Familiarity with Linux-based systems
• Enough knowledge about FTP and email to troubleshoot common issues
• 40 wpm or faster typing speed
• Answer in-bound calls from Dealer Technicians and answer questions over the phone
• Gather and prepare documentation regarding product failure
• Troubleshoot with the Dealer Technician to resolve issues with the product in the field
• Individual will also service other customers in surrounding states and support the sales and service team when necessary
• Manage, track and distribute significant projects to increase sales opportunities for our customer base throughout a multi-month or multi-year sales cycle
• Build relationships with current Preferred Contractor base
• Own the success of our customers
• Respond to written and phone requests for service, warranty or parts assistance from our distributors, dealers or end-users
• Assist distributors and dealers in the administration of our warranty and customer related policies and procedures
• Participate in development of technical data sheets and other training related materials
• Flexibility to work any shift as we are open 24/7
• High School diploma or equivalent minimally
• Experience selling and servicing internet web applications or services to small businesses and consumers
• Knowledge of internet, social media and/or small business is highly preferred
• Strong desire to learn Internet and website technologies and communicate with business customers
• Ability to diagnose and solve problems with varying complexity, using multiple tools and systems
• Assist the Warranty Administrator as necessary with warranty claims
• Travel as required to resolve field issues, develop distributor and dealer service capabilities, including, but not limited to, conducting service training seminars
• Attendance at trade shows may be required to provide assistance (customer interface, demonstrate product, ) as required
• Primarily responsible for handling telephone calls in which customer assistance is required to diagnose and repair operational problems and make decisions on warranty related issues of Lincoln product
• Aid in the troubleshooting of machine problems over the phone and on location
• Provide customer with information pertaining to our entire product offering
• Work closely with Machine R&D, Quality Assurance, Supply Management and Manufacturing personnel to identify, correct and prevent warranty problems
• Solve customer issues in a quick, complete and satisfactory manner
• Contribute to and review the troubleshooting and training materials and instruction given to Lincoln field service personnel and customers
• May conduct repair training classes for service facilities, distributors and customers
• Strong ability to build rapport and a proven sales technique
• Training is approximately 5 weeks - includes classroom and on the job
• College degree in Computer Science, Management Information System (MIS) or a related discipline
• Expert level knowledge of Windows 7 and Office 2007 Google-related applications (Google Mail, Google Docs, Google Drive)
• Ability to attend un-interrupted full-time training for 8 - 10 weeks
• Must possess a working knowledge of PCs, related hardware and peripherals
• Troubleshoot, diagnose, and resolve calls that are focused on product functionality, connectivity, and product failure for CCC software products
• Other functions as assigned by the Customer Service Department management
• Work schedule may include variable work hours
• Qualified applicants will be required to pass an electrical theory test
• Support the SWS Customer Care group with general case management, technical calls and service issues as required
• Ensure that questions and concerns are completely resolved in a timely and courteous manner at the earliest possible level of intervention
• Requires prompt responses and dedicated follow through to external and internal customers with a focus on urgency and customer satisfaction
• Respond to incoming dealer and customer letters, faxes, emails and internet contacts and compose appropriate written or verbal responses
• Interacts with vendors, dealers and end-user customers on as-needed basis
• Responsible for thoroughly documenting and communicating all product issues within the Customer Care case management system (Salesforce) per standard operating procedures in a timely and efficient manner
• Latex Binders Flooring-Related Business Development
• Completion and passing of Tier II TSR exam
• Education - B.Sc
• Experience - Minimum 7 years’ experience and fully conversant with upstream / midstream chemicals
• Knowledge – Technical knowledge of chemical applications in oil & gas production
• Sales & Leadership Skills - Candidates that have led technical, laboratory and sales teams, with Major Operators (Production Chemical business) in the US land is desired

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Technical Customer Service Representative Resume Samples

A Technical Customer Service Representative provides help and delivers solutions to the technical issues of the customers by identifying the problems, making research and providing subsequent guidance to resolve the issue. A Well-crafted Technical Customer Service Representative resume demonstrates key job duties for these Reps such as guiding the users, providing excellent support system solutions, supporting in program development and training customers on how to use the products safely, troubleshoot customers’ problems with proper product and service recommendations and evaluate the system problem by recommending enhancements.

Skills relevant to this job post and added in the resume include customer service experience, practical help desk, good knowledge of operating systems and its relevant hardware and serenity in difficult situations. Those interested in this field of work should display a Bachelor’s degree in IT, Computer Science or its related field.

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• Technical Customer Service Representative

Technical/Customer Service Representative Resume

Headline : Technical/Customer Service Representative with 6 plus years of experience, seeking a challenging yet fulfilling position that will utilize my management and customer service experience to its full potential.

Skills : Customer Service, Call Center, CSR, Bilingual, Customer Care, Microsoft Office Suite, Typing 50 Wpm/Data Entry, Call Center Experience, Customer Service, Collections

Description :

• Answering phone calls throughout the day relating to product, customer or technical issues.
• Building relationships with distributors by providing top notch customer service.
• Running monthly reports for department expenses (service order, RMAs, customer relations accounts, etc.).
• Staying up to date with individual state plumbing codes pertaining to bath products (baths, sinks, etc. ).
• Inspecting special order products and make sure they meet MTI baths standards.
• Troubleshooting electrical systems pertaining to pumps, blowers, heaters, solenoids and so on.
• Assisting the distributors and sales reps with MTI baths policies and procedures in regards to orders and RMA requests.
• Processing warranty claims and dispatch technicians on service orders covered by MTI baths warranty terms.
• Praising in MTI baths monthly newsletter, numerous times, for outstanding customer service (copies of newsletters and individual emails available upon request).
• Nominated as replacement for MTI baths customer service manager, upon retirement.

Technical Customer Service Representative I Resume

Summary : Technical Customer Service Representative with 14 plus years of experience in the Engineering domain is seeking to secure employment commensurate with my abilities, experience and academic training.

Skills : Customer Service Expert, Exceptional Problem Solver, Ability To Describe A Task In Great Detail Over The Phone., Remote Troubleshooting, Strong Organizational, Adept Knowledge Of Microsoft Windows

• Responsible for overseeing the transition of newly acquired license from beginning to end.
• Reviewing all sales orders and business-related activities to ensure contract compliance.
• Responding quickly, courteously, discreetly and accurately by phone, fax or mail.
• Responsible for developing and maintaining a relationship with major airlines such as United, American Airlines, Delta, Air France etc.
• Liaising support during pre-delivery and post-delivery including activities within order processing, customer relations, and sales support.
• Meeting the customer due dates on all orders or notifying the customer as early as possible if a delay is imminent.
• Developing a good working relationship with internal and external customers.
• Responsible for generating information to support forecast and buy ahead request that support MRO Turn-Around-Time (tat).

Senior Technical Customer Service Representative Resume

Summary : Senior Technical Customer Service Representative with 9 plus years of experience is seeking an opportunity to be employed with your company. I feel that with my previous work experience in the industry and work environment of customer service in a call center enables me to add a value in working for your business, plus my educational background allows me to offer a broad perspective of useful knowledge and the willingness to change and learn.

Skills : Windows Xp/7/10, Linux, Software / OS Installation, Configuration Maintenance, And Patching, Data Backup, Microsoft Office, Network Troubleshooting, Active Directory Experience, VMWare Experience, Cloud Computing Experience, Windows Server Experience

• Assisting the agents with questions on next steps needed to help the customers.
• Offering guidance to agents on where to locate within resource tools to guide them through calls with confidence.
• Coaching agents to improve their metrics and performance to help towards their success and to ensure company standards are exceeded, when the team lead is away, manage the team as if the lead was there themselves. 
• Processing the needed emails to company groups to make sure issues related to employees, orders, and broadcasting business is correctly reported and monitored.
• Working to maintain team morale and make sure they are kept directed towards excellence.
• Answering calls from customers, dealing with issues from issues with signal/service to billing issues.
• Troubleshooting issues with signal issues, equipment issues, connection issues, and any other issues where customers are not receiving optimal service from DirecTV.
• Processing the orders for customers can be installation orders, work orders for service issues, or equipment replacement orders when customers need a receiver or remote replaced.
• Maintaining company standards as for metrics, such as handle time, claims, callbacks.

Technical Customer Service Representative Resume

Summary : Technical Customer Service Representative with 13 years of experience is seeking to obtain a position as a team-player in a people-oriented, well-established organization where I can maximize my knowledge and experience in a challenging environment to achieve the corporate goals.

Skills : Proficient In SAP And CRM Business Application, Oracle CRM OD, Google Products, Agile Competent In Microsoft Office Suite (Word, Excel, PowerPoint) Good Interpersonal, Problem Solving And Analytical Detail-oriented.

• Answering large volume of inbound calls and dispatch service request calls as needed to the service representative.
• Providing professionally written responses to internal/external customers via phone, email, and fax.
• Effectively and efficiently addressing the customers special needs and requirements, including the resolution of complaints and issues.
• Providing support to field sales representatives and customers such as SDS interpretation, specific product information(properties, usage, test factors etc. ), cross reference of products, product specification sheets, and labels.
• Identifying the trend with product/equipment issues and cross-functional departments to determine the root cause and fix.
• Actively participating in ongoing training to develop expertise- (subject matter expert).
• Maintaining the acceptable metrics as set out by the customer service division.
• Communicating with quality control, regulatory, RD etc. on regular basis.

Objective : Technical Customer Service Representative with 2 years of experience is seeking to add value in a people-oriented company by applying my skills and experience in office coordination, administration, and customer service where there is a need to assure a broad cooperative effort through the use of sound planning, strong administration, customer assistance, and skills of persuasion to achieve goals.

Skills : Microsoft Office Suite, Typing 50 Wpm/Data Entry, Call Center Experience, Customer Service, Collections

• Answered inbound calls and provided assistance with customer questions that surrounded technical support for GPS services.
• Partnered with car dealerships to help resolve technical issues with customers implementing Bluetooth and GPS devices.
• Verified customer issues, and acted as a liaison between customers and appropriate departments to obtained viable resolutions.
• Drove revenue and customer loyalty by researching discounts and specials available to long-term customers.
• Communicated regularly with executives and customer advocates, following up on action items that were requested by leadership.
• Screened and handled email and telephone communications, escalating issues per guideline criteria.
• Maintained and supported the web-based learning resources in a large enterprise environment.
• Performed highly complex troubleshooting of telephone and internet customer care issues (provisioning, switch related, and network related issues).

Summary : Technical Customer Service Representative with 14 plus years of experience is seeking to develop a long-term career with a professional organization through the use of my communications training, dedication, and professionalism.

Skills : Microsoft Office, CSS, CIS, Advantex, SAP, Excellent Organizational And Interpersonal, Microsoft Vista, Word, Excel, Outlook, Access Type 30 WPM 10-key Operation, Maintenance And Minor Repair To Copiers, Faxes, And Printers

• Responsible for answering customers technical calls efficiently, accurately and in a professional manner using excellent customer service skills.
• Responsible for contacting customers re customer service issues specifically with a view to retaining customers or checking for potential fraud.
• Assuming responsibility for learning, in detail, about company products and using this knowledge to solve customers technical problems and seeing these through to completion.
• Identifying and records all customer calls and providing troubleshooting aids to assist colleagues in solving problems for the future.
• Providing the comprehensive quality feedback and suggestions on training needs, other improvements and quality shortcomings to their team supervisor.
• Reporting accurately on calls inbound and outbound, recording calls and call details on company systems.
• Providing billing payment inquiries plus navigation of both equipment and website features functions.

Objective : Resourceful and meticulous Technical/Customer Service Representative with 3 plus years of experience who consistently meets and exceeds productivity goals. Proven ability to troubleshoot issues quickly while maintaining a high level of professionalism, patience, and efficiency.

Skills : 35 WPM, Customer Service, Receptionist, Technical Support

• Recognized for having one of the top 10 top ops (overall performance score) in March 2016.
• Answering incoming calls for potential and current subscribers of Gannett publications.
• Identifying the customers' needs, clarifying information, researching every issue and providing solutions and/or alternatives.
• Assisting the customers with updating account information such as the payment method or due date.
• Adhering to the daily schedule and meeting the quality and efficiency requirements.
• Training new employees on how to keep the proper call flow to minimize dissatisfaction and increase customer loyalty.
• Took inbound calls to resolve issues with delivery of more than 100 different newspapers across the US.
• Assisted the customers' inquiry with starting a new subscription by providing detail and value of the newspaper. 

Objective : Resourceful and action-oriented and well-trained Technical Customer Service Representative with 2 years of experience, able to bridge the gap between business needs and technology, known for technical expertise and a commitment to superior customer service.

Skills : Unix, VOIP, Web Design, Windows Server, C++, PHP, HTML/CSS, Database Management, Javascript/Java,

• Communicated the technical guidance and instruction to staff and end users on the use of applications and systems.
• Received, prioritized, documented and actively resolved the end user requests, tickets, and tasks.
• Tracked open tickets and monitored the ticket progress and closed ticket items when problems are resolved.
• Interfaced with the HR generalist and international partners to resolve issues involved with active directory and PeopleSoft for access to learning and development resources.
• Resolved hardware/software conflicts or malfunctions, usually via Webex or similar live online session.
• Received and processed support requests via phone or email/ticket system.
• Process return phone calls to customers if technical problems were incurred during the customer's initial incoming phone call.

Headline : Technical Customer Service Representative with six years of experience in Sales and Customer Service Ability to work in a team environment, multitasker, goal oriented and results driven Proficient in Microsoft Office.

Skills : Microsoft Vista, Word, Excel, Outlook, Access Type 30 WPM 10-key Operation, Maintenance And Minor Repair To Copiers, Faxes And Printers

• Processing orders, forms, and requests from customers and internal departments.
• Developing and maintaining the positive relationships with new and existing clients.
• Serving as the primary contact for clients and providing high-level customer service.
• Training the new and existing employees on system processes and bau activities.
• Providing product and service guide to the client based on their purchasing requests.
• Providing answers to clients by identifying problems, researching answers and guiding clients through corrective steps.
• Greeting the inbound calls with the highest standards of courtesy and professionalism.
• Responding to customer inquiries and concerns about current or past bills by researching and identifying solutions.
• Generating new business and expanding relationships with current customers by selling products and services.

Objective : Technical Customer Service Representative with 3 years of experience skilled in working independently and as an enthusiastic team player. More than ten years of administrative experience in diverse business settings. Highly organized and professional, able to establish long-term, positive relationships with clients, co-workers and outside resources.

Skills : Estimated Institutional Casework Projects, Handled Change Orders, Done Data Entry, Completed Architectural And Mechanical AutoCAD Drawings, Managed Projects And People

• Served as the main technical support contact for over 200,000 customers in over 80 different countries.
• Implemented a help desk system to handle and track all customer issues and trends.
• Created a knowledge base to help customers self-service and allow sharing of cross-departmental information.
• Trained other staff to deal with technical issues and established response guidelines.
• Traveled internationally to provide on-site technical and product support at various events.
• Assisted in managing customer database and other backend customer service platforms.
• Handled customer calls and emails troubleshooting technical issues in a professional, efficient, and effective manner.
• Provided information needed to make a purchasing decision regarding their account. Accurately entered subscriber data into GICS, updating information as necessary.
• Maintained a thorough understanding of the products and services supported by the GCSC.
• Followed-up with subscribers to ensure resolution of concerns or requests.
• Maintained scheduled adherence and was able to react to change productively and handle other essential tasks as assigned.

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Customer Service Representative Job Description

4 min read · Updated on September 02, 2021

In order to ensure your professional resume will support your goals, use this customer service representative job description to inform what you should highlight on your resume.

By reviewing job description examples for customer service representatives, you'll be able to identify what technical and soft skills , credentials, and work experience matter most to an employer in your target field.

Customer service representative job description

The Customer Service Representative attracts potential customers by answering product and service questions; suggesting information about other products and services. Process orders, prepare correspondences and fulfill customer inquiries to ensure customer satisfaction.

Requires a high school diploma or equivalent and 0-3 years of experience in the field or in a related area. Has knowledge of commonly-used concepts, practices, and procedures within a particular field. Rely on instructions and pre-established guidelines to perform the functions of the job. Works under immediate supervision. Primary job functions do not typically require exercising independent judgment. Typically reports to a supervisor or manager. The target is to ensure excellent service standards and maintain high customer satisfaction.

Customer service representative duties:

Open and maintain customer accounts by recording account information

Resolve product or 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

Maintain financial accounts by processing customer adjustments

Recommend potential products or services to management by collecting customer information and analyzing customer needs

Prepare product or service reports by collecting and analyzing customer information

Contribute to team effort by accomplishing related results as needed

Manage large amounts of incoming calls

Generate sales leads

Identify and assess customers' needs to achieve satisfaction

Build sustainable relationships of trust through open and interactive communication

Provide accurate, valid, and complete information by using the right methods/tools

Meet personal/team sales targets and call handling quotas

Handle complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution

Keep records of customer interactions, process customer accounts, and file documents

Follow communication procedures, guidelines, and policies

Go the extra mile to engage customers

Resolve customer complaints via phone, email, mail, or social media

Use telephones to reach out to customers and verify account information

Greet customers warmly and ascertain problem or reason for calling

Cancel or upgrade accounts

Assist with placement of orders, refunds, or exchanges

Advise on company information

Take payment information and other pertinent information such as addresses and phone numbers

Place or cancel orders

Answer questions about warranties or terms of sale

Act as the company gatekeeper

Suggest solutions when a product malfunctions

Handle product recalls

Attempt to persuade customer to reconsider cancellation

Inform customer of deals and promotions

Sell products and services

Utilize computer technology to handle high call volumes

Work with customer service manager to ensure proper customer service is being delivered

Close out or open call records

Compile reports on overall customer satisfaction

Read from scripts

Handle changes in policies or renewals

Customer service representative requirements:

Proven customer support experience

Track record of over-achieving quota

Strong phone contact handling skills and active listening

Familiar with CRM systems and practices

Customer orientation and ability to adapt/respond to different types of characters

Excellent communication and presentation skills

Ability to multitask, prioritize and manage time effectively

High school diploma or equivalent; college degree preferred

Customer service representative skills & proficiencies:

Customer Service Skills

Product Knowledge

Quality Focus

Market Knowledge

Documentation Skills

Listening Skills

Phone Skills

Resolving Conflict

Negotiation

Positive Attitude

Attention to Detail

People Oriented

Problem Solving

Organizational Skills

Adaptability

Ability to Work Under Pressure

Computer Skills

Recommended Reading:

How to Tailor Your Resume to a Specific Job Description

Customize Your Resume to Stand Out From the Crowd

What's an ATS-Friendly Resume? And How to Write One

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