Technical Support Associate Resume Samples

Description :

1. Appointed key point person for all customer service issues company-wide.
2. Communicated with and assisted employees regarding their mailing requests.
3. Ran post-implementation review survey results in the requisite survey software.
4. Assisted in making reservations, conference registrations, and other travel related necessities.
5. Created and maintained Microsoft SQL query for reporting weekly measurements.
6. Worked with development on the testing of new client-based applications and impact of new software on existing.
7. Ensured third-party support contractors meet the defined service levels.
8. Performed workstation setup installing software and peripherals and performs maintenance/cleaning and repairs.
9. Assisted in managing the image releases with external equipment suppliers.
10. Provide troubleshooting through identifying problems, researching possible solutions, and guidance through corrective steps.

Experience

5-7 Years

Level

Executive

Education

MS

Description :

1. Serving as the main source of contact for making new customers highly successful as quickly as possible by keeping them satisfied and productive with the company's products and services.
2. Responsible for understanding and explaining cell phone warranties and policies, replacing products, setting up service appointments, and explaining repair procedures.
3. Additional duties include (but are not limited to): Safeguarding customers PII (personally identifiable information) disclosure.
4. Providing relevant information to the customers about all Verizon products.
5. Resolving customer services and billing complaints by performing activities such as providing a store location for an exchange of merchandise, applying a credit to the account, and adjusting bills.
6. Consistently met personal upgrade requirements of 5 -7 upgrades per week.
7. Maintaining the team target of plan and service upgrades, phone and accessories upgrades.
8. Maintaining flexibility with changes to policy/procedures, responsibilities and schedules.

Experience

7-10 Years

Level

Senior

Education

High School

Description :

1. Troubleshooting via chat, email and phone customer problems with computer hardware and software issues as well as client specific equipment and applications.
2. Answering incoming inquiries, responding to customer questions and solves problems according to standardized procedures while maintaining a courteous manner.
3. Asking effective questions and gathers information to determine the source of problems and customer needs.
4. Logging on/off customer care system and accesses account files.
5. Entering alpha and numeric data via a computer keyboard into an automated system accurately. Accurately capturing all customer and issue related information in the proper database.
6. Leading the customers through the documented process of fixing their software, hardware, or network problems.
7. Using product information, multiple client tools, client-specific reference materials, scripting, advanced technical knowledge, and customer service skills and problem-solving skills to diagnose and solve customer problems.
8. Monitoring and coaching the Technical Support Representatives and Agents regarding client specific procedure and requirements.

Experience

2-5 Years

Level

Junior

Education

Business Administration

Description :

1. Assisted external users of the client's technical products or services, identified, investigated, researched and provided resolution to user questions and problems.
2. Troubleshoot basic and routine customer issues that are technical in nature, including hardware, software, networking, or other designated client products.
3. Followed appropriate escalation path to resolve technical issues, including making follow up outbound calls to customers or other parties as needed.
4. Solved problems that are generally unstructured and require extensive use of conceptual thinking skills.
5. Ensured service delivered to our customers meets contractual Key Performance Indicator (KPIs).
6. Greeted customers in a courteous, friendly, and professional manner using agreed-upon procedures.
7. Listened attentively to customer needs and concerns, demonstrated empathy while maximizing the opportunity to build rapport with the customer.
8. Prepared complete and accurate work including appropriately notating accounts as required.
9. Participated in activities designed to improve customer satisfaction and business performance.

Experience

2-5 Years

Level

Junior

Education

Associates

Description :

1. Walked users through step by step instructions to install new applications on mobile and desktop devices.
2. Experience with administration of ad accounts, and understanding of how permissions affect a users access.
3. Followed up with clients when required to ensure that issues were resolved.
4. Analyzes information and evaluating results to choose the best solution and solve problems.
5. Displayed courtesy and strong interpersonal skills with all customer interactions.
6. Provided technical support for customers regarding Network Attached Storage (NAS) servers, networking equipment, optical disc drives and portable hard drives.
7. Worked with Account Executives and Sales Engineers on high priority issues to guarantee closure of 1mm+ license deals.
8. Utilized third-party tools to assist in troubleshooting such as Fiddler, Wireshark, and Firebug.

Experience

2-5 Years

Level

Junior

Education

BS

Description :

1. Providing technical support and incident management service desk functions.
2. Assisting the university community with computing needs via phone, email, and other methods.
3. Incident management, remote management, and system management tools to monitor, assisting, and resolving the user-related issues, customer interactions take place online, with walk-ins, or by going onsite to a user’s office/location.
4. Demonstrating a broad range of desktop PC/Mac user support experience, good working knowledge of wired/wireless network connectivity troubleshooting skills, an understanding of best practices for secure computing.
5. Familiarity with configuring/troubleshooting popular mobile device platforms.
6. Analyzing routine and non-routine issues with wireless equipment, software applications, and network performance to identify the root cause and deliver the best solution.
7. Training the junior staff in implementations of various quality tools and procedures.

Experience

5-7 Years

Level

Executive

Education

BS

Description :

1. Delivering service and support to end-users using and operating automated call distribution phone software, via remote connection or over the internet.
2. Interacting with the customers to provide and process information in response to inquiries, concerns, and requests about products and services.
3. Gathering the customers' information and determining the issue by evaluating and analyzing the symptoms.
4. Accurately processing and recording the call transactions using a computer and designated tracking software.
5. Offering alternative solutions where appropriate with the objective of retaining customers and clients business.
6. Organizing ideas and communicating the oral messages appropriate to listeners and situations.
7. Following-up and making scheduled call-backs to customers where necessary.
8. Taking inbound calls from customers regarding website and account-related concerns.

Experience

2-5 Years

Level

Entry Level

Education

Business Administration

Description :

1. Provided L1/L2/L3 admin technical phone desktop support to local/remote/global users.
2. Duties included password resets in the Ad, troubleshooting remote connectivity issues (routers, modems, wireless), supporting MS Outlook and MS Office, O365, Citrix.
3. Configured outlook to iPhones. Resolved java issues, added/enabled users in Lync, reset passwords, created new accounts in Ad.
4. Added new programs, administered, configured, and imaged using SCCM, resolved Mcafee EPO.
5. Engaged Netops to configure VLAN configuration on new routers, switches, and access points. Prep a/v, projectors, and laptops, desktop for use in all conference, training university rooms.
6. Provided support to circuit, router, ap, switches (core aux), including upgrade replacement.
7. Utilized a remedy for hardware inventory and requisition. Used HP service manager as a ticketing system.

Experience

2-5 Years

Level

Junior

Education

BS

Description :

1. Handled customer queries and provided the customers with effective troubleshooting support services for Diopsys visual testing products.
2. Worked alongside clinical application specialist team and management in the conceptualization and application of customer support program improvements.
3. Planned staff meetings and recorded meeting minutes to bridge the gap between engineering and manufacturing to highlight issues and possible solutions.
4. Participated in design reviews, executed product validation, and maintenance procedures according to FDA regulations to ensure compliance.
5. Participated in root cause analysis of failures in electrical and mechanical parts.
6. Provided effective support and engineering input in all stages of product development by applying quality engineering applications.
7. Managed expectations and needs of the client and delivered within the expected timeframe.

Experience

2-5 Years

Level

Junior

Education

MS

Description :

1. Troubleshoot business, government and residential voice, video, and data to ensure there is a dial tone on phone.
2. Creating trouble ticket and dispatching out a field tech if issue determined to be physically related.
3. Documenting the customer cases and performing the follow-up calls regarding device performance.
4. Notifying and educating the device owners regarding the company’s incentive awards.
5. Configuring and troubleshoot customers’ PCs, Macs, and routers remotely via Teamviewer.
6. Validating the company devices via web and mobile app to ensure full device functionality.
7. Instructing the program participants on how to utilize the company’s energy efficiency device.
8. Addressing the incoming technical calls, web chats, emails, and social media requests from program participants.
9. Using case management to log and resolve basic and routine customer inquiries.
10. Following templates to resolve, schedule follow-up and/or escalate the customers call.

Experience

7-10 Years

Level

Senior

Education

High School