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Accounting Software Customer Support/ Help Desk Resume Example

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ACCOUNTING SOFTWARE CUSTOMER SUPPORT/ HELP DESK
Summary

Respectful and friendly professional with dynamic problem solving and customer service talents. Committed to achieving team objectives and driving company development. Proactive communicator with a solid foundation of trustworthy and dependable performance.

Dedicated [Job Title] with more than [Number] years in retail and customer service. Possessing second-to-none commitment to customer service.

Energetic [Job Title] capable of tackling new challenges in busy work settings. Team-oriented with compassion for cats, dogs and other domestic pets. Seeking new opportunity working with animals to create dynamic play sessions.

Skills
  • Analytical researching
  • Computer proficiency
  • Accounting and bookkeeping
  • Good communication skills both verbal and written
  • Data analysis and research
  • Complex problem solving
  • Critical thinking
  • IT solutions
  • Hiring and training
  • Office equipment operations
  • Data entry
  • Multi-line telephone skills
  • Task delegation
  • Debugging
  • Employee supervision
  • Cashiering
  • Retail Sales management experience
  • Excellent multi-tasker
  • Call center operations
  • Fluent in both English and Spanish
  • Documenting case notes
  • Able to work independently with minimum supervision
Experience
Accounting Software Customer Support/ Help DeskAdvent Resources Inc | San Pedro, CA | October 2012 - Current
  • Built and maintained successful relationships with service providers, vendors, dealers and consumers.
  • Created new accounts, reset passwords and configured access to servers and file management software for users.
  • Resolve 5 to 10 support tickets for system malfunctions weekly
  • Maintain composure and patience in face of difficult customer situations, applying deescalation techniques and positive customer support.
  • Collaborate with support team to assist client stakeholders with emergent technical issues and develop effective solutions.
  • Consistently responded to customer service emails within standard window for optimal response.
  • Provided thorough accounting and software technical support and problem resolution for over 5 customers daily.
  • Provide remote support for software to car dealership personnel
  • Troubleshoot daily software client issues, supporting the finance and accounting departments and various dealerships
  • Resolve customer complaints and concerns by applying strong communication, conflict resolution and work around options
  • Trained new employees on support processes, procedures and knowledge base.
  • Maintained calm, professional demeanor when faced with high demand, high volume workloads.
  • Review support cases for technical and troubleshooting accuracy and identify needed improvements.
  • Assist customers with technical issues via email, live chat and telephone.
  • Developed and maintained positive customer relationships resulting in increased account services and expansion.
  • Handle large volume of phone calls, chat and emails in support of the software system.
  • Researched, documented and escalated support cases to higher levels of support when unable to resolve issues using available resources.
  • Keep customers informed about issue resolution progress and provide updates estimated times of resolution on ongoing basis.
  • Research and attempt to replicate issues on various computer databases to determine resolutions to problems and answer inquiries.
  • Troubleshot daily IT desktop client issues, supporting multiple departments and various offices.
Business Administration /Cashier/ ReceptionistMercedes Benz of South Bay | Torrance, CA | February 2005 - October 2012
  • High-profile cashier position, offering checkout service to paying and non paying clientele.
  • Greet customers, answer customer questions, schedule service appointments, direct requests and unresolved issues to the designated resource.
  • Answer a high volume of calls on a sophisticated telephone system and transfer to appropriate staff members or assistance using the paging system.
  • Accountable to receive payment by cash, check, credit card, and submitting completed extended warranty payment claims.
  • Count money in cash drawer at the beginning and end of shifts, ensure amounts are correct and that there is adequate change.
  • Bag and prepare deposit for bank delivery/pick up.
  • Book and create cash deposit receipts.
  • Maintain confidentiality in all aspects of client, staff and agency information.
  • Create and modify documents such as invoices, reports, repair orders, and purchase orders for outside vendors.
  • File and retrieve organizational documents, records and reports.
  • DMV knowledge of New and Used Car vehicle registration.
Assistant Store ManagerAnchor Blue | Downey, CA | November 1994 - February 2005
  • Directed daily operations at a retail store, including merchandising, business development, customer service, and meeting store goals.
  • Conducted new hire interviews and orientations.
  • Managed a staff of 15 customer service representatives and cashiers.
  • Payroll and Human Resource Skills.
  • Delegate tasks to employees to keep business running smoothly.
  • Handle and resolve any customer inquiries, provide product knowledge, verify refunds and returns.
  • Completed inventory reports and received inventory shipments.
  • Daily deposit procedures accountable for all cash sent to the bank, count money in cash drawer at the beginning and end of shifts to ensure amounts are correct and that there is adequate change.
  • Delivered exemplary customer service and support by remaining poised in most stressful situations.
  • Oversaw daily functions, including inventory management, display merchandising and purchasing operations.
  • Created engaging merchandise presentations to motivate impulse purchases.
  • Assigned 3 employees to specific duties to best meet needs of store.
  • Organized new stock for floor placement.
  • Loss prevention skills. Monitored security footage and supervised customer's activities in store to detect signs of attempted theft and kept shrinkage low.
  • Counted and balanced registers.
  • Created weekly schedules for employees.
  • Opened and closed store by balancing cash drawers, preparing daily deposits and setting alarm system.
  • Evaluated employee performance.
  • Minimized shrinkage through proactive inventory management and security-driven approaches.
  • Warmly greeted patrons upon entrance to store and offered assistance with finding needed items.
  • Prepared store for quarterly inventory audits
Education and Training
High School DiplomaLynwood High School | | Lynwood, CA | June 1998
  • Regional Occupational Program Member 1994
1994
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Resume Overview

Companies Worked For:

  • Advent Resources Inc
  • Mercedes Benz of South Bay
  • Anchor Blue

School Attended

  • Lynwood High School

Job Titles Held:

  • Accounting Software Customer Support/ Help Desk
  • Business Administration /Cashier/ Receptionist
  • Assistant Store Manager

Degrees

  • High School Diploma

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