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technical support advisor resume example with 9+ years of experience

JC
Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000, resumesample@example.com
Summary
Technical Support Representative skilled at resolving complex customer service issues in a timely manner. Technical support professional with extensive IT background. Enjoys troubleshooting to find solutions to technical issues. Highly effective Customer Service Representative with a varied background in tech seeking a challenging Data Entry position in an industry-leading firm.
Highlights
  • Troubleshooting proficiency
  • Mac iOS an OSX expert
  • Patient and diligent
  • Exceptional telephone etiquette
  • Accomplished with mobile devices
  • MS Office proficiency
Accomplishments
Reduced technical escalations to management from 22% to only 12% per day.
Top representative in department with customer satisfaction surpassing 95%.
Received additional compensation for maintaining a consistent high level of customer satisfaction
Experience
06/2015 to Current Technical Support Advisor Apex Systems | Boca Raton, FL,
  • Created and updated customer records within the AppleCare database for all calls received.
  • Troubleshot hardware issues and worked with service providers to facilitate repairs.
  • Displayed courtesy and strong interpersonal skills with all customer interactions.
  • 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. Provided thorough support and problem resolution for customers.
01/2014 to 2016 Athlete-Cashier Team Lithia Motors | Rockwall, TX,
  • Assisted with daily operations in areas including customer service, shipping, and sales.
  • Oriented guests on the sales floor with the proper departments to locate merchandise.
  • Trained new employees and explained protocols clearly and efficiently.
  • Soft-sold additional products.
01/2012 to 2014 Service Cashier Universal Orlando Resort | City, STATE,
  • Developed and maintained positive customer relationships.
  • Maintained rapport with and catered to a diverse assortment of guests.
  • Advised customers on the dining and amusement options offered by Universal Orlando.
Education
Expected in December 2014 Bachelor of Arts | English Composition University of Central Florida, Orlando, FL GPA:
English Composition
Expected in July 2012 Associate of Arts | Journalism New Media Valencia College, Orlando, FL GPA:
Journalism New Media
Skills
customer satisfaction, customer service, database, office, policies, rapport, sales, shipping, telephone

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Resume Overview

School Attended

  • University of Central Florida
  • Valencia College

Job Titles Held:

  • Technical Support Advisor
  • Athlete-Cashier Team
  • Service Cashier

Degrees

  • Bachelor of Arts
  • Associate of Arts

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