product support technician resume example with 20+ years of experience

(555) 432-1000,
, , 100 Montgomery St. 10th Floor

Product Tech Support with talent for Customer Service and Training. Strong knowledge of Operating systems and Door Hardware. Communicative and team-oriented with proficiency in JDE. Proven history of fostering changes and motivation to meet team, individual and management objectives.

  • Customer Service Support
  • Multitasking and Prioritization
  • Training Materials Development
  • Microsoft Windows and Office
  • Collaborative Team Player
  • Resolving Problems and Incidents
  • Technical Troubleshooting
  • Issue and Resolution Tracking
  • Attention to Detail
  • Customer Service
  • Verbal and Written Communication
  • Teamwork and Collaboration
  • Organizational Skills
  • Conflict Resolution
  • Customer Communication and Empathy
  • Problem Solving
  • Highly Professional
  • Time Management
Education and Training
Miramar High School Miramar, FL, Expected in 05/1989 High School Diploma : - GPA :
Alstom - Product Support Technician
Phoenix, AZ, 10/2019 - Current
  • Identified products and services that would be best fit for customer projects.
  • Gathered feedback from internal and external customers throughout planning and test phases.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
  • Assisted in technical support process refinement to improve customer service and support.
  • Assisted online users via live chat, web conference and phone to resolve issues related to Products and Projects.
  • Developed training materials, conducted training classes to educate CSR team.
  • Collected, analyzed and reported on product improvements and issues.
Mcquay International - Returns Clerk
Louisville, KY, 06/2014 - 10/2019
  • Leveraged computer and equipment to put away and process returned orders.
  • Cleaned and disposed of boxes and packing material to maintain general housekeeping.
  • Examined merchandise to determine problems and evaluate for possible solutions or repair.
  • Reported discrepancies or product damages to maintain accuracy and efficiency goals.
  • Inspected returned items to identify damage or defects, documenting information in database.
  • Attached identifying tags to track returned items and put back into stock.
  • Partnered with UPS and FedEx to schedule returned products for pick up and ship replacements.
  • Exercised safety precautions to prevent injury or damage to products and equipment.
  • Defused escalated situations to retain customer satisfaction and loyalty.
  • Entered customer orders in CCF system to document sales.
  • Managed CCF product returns professionally and quickly to maintain customer satisfaction.
  • Greeted customers promptly and responded to questions.
  • Maintained work area clean and organized.
  • Built and maintained productive relationships with employees.
  • Trained and mentored new RGA to maximize performance with skilled, efficient and knowledgeable team member to seamlessly take over RGA department.
  • Answered phone calls to assist customers with questions and orders.
  • Facilitated change from Axapta to JDE, effectively assisting with employee training without decreasing overall performance.
  • Consistently received 100% rate of customer satisfaction.
Greif Brothers - Customer Service Representative
Bradley, IL, 10/2011 - 06/2014
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Educated customers on products and company offerings.
  • Fielded customer complaints and queries, fast-tracking for problem resolution.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Consulted with customers to resolve service and billing issues.
  • Trained new hires on products and services, best practices and protocols to reduce process gaps.
  • Rolled out operational improvements and solutions to deliver top-notch customer service.
  • Exceeded company productivity standards on consistent basis.
Fh Furr - Inventory Specialist
Fredericksburg, VA, 03/2001 - 10/2011
  • Performed scheduled inventory counts and supply audits.
  • Coordinated inventory, stocking and ordering.
  • Oversaw efficient receiving and inventory management to keep stock within optimal levels.
  • Monitored stocking areas to adjust volumes and storage requirements driven by production activity.
  • Participated in physical inventory counts to keep information accurate and current.
  • Complied with policies and proper procedures to meet occupational safety and health standards.
  • Inspected incoming materials for damage.
  • Streamlined operations, supervising inventory cycle counting processes and providing accounting and reporting oversight.
  • Verified inventory and production goals, identifying discrepancies and communicating delays as necessary.
  • Entered information into system to update status reports.
  • Facilitated security tag placement and updates to minimize product loss.

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Resume Overview

School Attended

  • Miramar High School

Job Titles Held:

  • Product Support Technician
  • Returns Clerk
  • Customer Service Representative
  • Inventory Specialist


  • High School Diploma

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