Hardware Technical Support Resume Example Company Name

HARDWARE TECHNICAL SUPPORT

Summary

Highly enthusiastic customer service professional with 5+ years of client interface experience, Very professional while also maintaining a high level of patience and efficiency to minimize customer dissatisfaction and increase customer loyalty.

Highlights

High customer service standards
Service solutions expert
Dedicated to process improvement
Seasoned in conflict resolution
Energetic work attitude

Negotiation competency
Active listening skills
Courteous demeanor
Customer service expert
Strong organizational skills

Work History

Hardware Technical Support Representative09/2013 to 01/2016Company NameCity, State

Education

GED2011Atlanta Technical CollegeCity, State

Technical Support2013CGSCity, State

Accomplishments

Managed call flow with up to 10 calls in queue per minute.

Exceeded corporate target for customer satisfaction for 6 months in a row. Exceeded monthly goals by successfully handling more than 165 calls per week.Reduced escalations to management by 5%.

Experience

Hardware Technical Support Representative09/2013 to 01/2016Company NameCity, State

Diagnose malfunctions of laptops,tablets, and desktop computers
Order hardware replacement parts for machines and provide some software driver support
Data entry
Provide remote technical support
Provide quality assurance when answering all calls
Provided base level IT support to company personnel.
Resolved customer complaints and concerns with strong verbal and negotiation skills.
Displayed courtesy and strong interpersonal skills with all customer interactions.
Built and maintained successful relationships with service providers, dealers and consumers.
Maintained composure and patience in face of difficult customer situations. Processed inbound and outbound technical support calls.
Trained new employees and explained protocols clearly and efficiently.
Researched issues on various computer systems and databases to resolve complaints and answer inquiries.
Referred difficult issues to upper management while maintaining positive rapport with customer.
Informed customers about issue resolution progress. Supported customers having data connectivity issues.
Provided thorough support and problem resolution for customers.
Assisted customers with technical issues via email, live chat and telephone.
Provided professional customer service consultations on computer maintenance as well as basic troubleshooting techniques.
Developed and maintained positive customer relationships.
Worked with customer service supervisor to resolve customer concerns.
Researched, resolved and followed up on customer issues.
Handled a large volume of phone calls, chat and emails.
Diligently followed up with customers about existing orders.
Maintained a calm, professional demeanor when faced with high demand, high volume workloads.
Soft-sold additional services. Devised workarounds for problems.
Researched, documented and escalated cases to higher levels of support according to internal procedures.
Reviewed support cases for technical and troubleshooting accuracy.
Identified opportunities to upsell product and services.
Assisted in process refinement to improve customer service and support.
Developed documentation for common processes for both support staff and end-users.
Created end-user self-service tools and documentation. Contributed to a reduction in operational costs of 25%.

Retention Representative02/2013 to 04/2013Company NameCity, State

Collected customer feedback and made process changes to exceed customer satisfaction goals.
Provided accurate and appropriate information in response to customer inquiries.
Demonstrated mastery of customer service call script within specified time frames.
Addressed customer service inquiries in a timely and accurate fashion.
Developed effective relationships with all call center departments through clear communication.
Built customer loyalty by placing follow-up calls for customers who reported product issues.
Demonstrated compliance of Service Center policies, procedures and quality assurance measures.
Properly directed inbound calls in phone queues to improve call flow.

Telesales Representative05/2012 to 09/2013Company NameCity, State

Collected customer feedback and made process changes to exceed customer satisfaction goals.
Provided accurate and appropriate information in response to customer inquiries.
Demonstrated mastery of customer service call script within specified time frames.
Cold-called prospective customers to build relationship.
Fielded an average of 50+ customer service calls per day.
Completed documentation for product and service sales.
Recommended and helped customers select merchandise based on their needs.
Updated database with customer and sales information.
Evaluated competitors and performed market research.
Extended customer subscriptions, offering discounts and promotions to ensure high customer retention rates.
Informed customers about sales and promotions in a friendly and engaging manner.
Processed up to 5+ customer orders per day.
Tracked down sources of special products and services to meet customers' special needs.
Achieved 40+ monthly sales, meeting and exceeding sales quota.
Trained new employees on company customer service policies and service level standards.

Skills

Basic: call center, strong interpersonal skills, computer maintenance, hardware, conflict resolution, resolve customer concerns, customer satisfaction, Customer service, Data entry, databases, database, documentation, email, fashion, IT support, laptops, listening, market research, Negotiation, personnel, policies, problem solving, problem resolution, processes, process improvement, progress, protocols, quality assurance, rapport, sales, script, supervisor, technical support, technical support, Telecommunications, telephone, phone, Troubleshooting

Resume Overview

School Attended

Atlanta Technical College
CGS

Job Titles Held:

Hardware Technical Support Representative
Retention Representative
Telesales Representative

Degrees

GED 2011
Technical Support 2013

Hardware Technical Support Resume Example

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