technical support representative resume example with 3+ years of experience

Jessica Claire
, , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - - : - -

Friendly Technical Support Representative keen to help customers maximize product impact and usability. Amiably replies to all customer queries and consistently resolves client issues. Committed to improving user satisfaction numbers and supporting return patronage across all supported products.

Organized and motivated employee eager to apply time management and organizational skills in various environments. Seeking entry-level opportunities to expand skills while facilitating company growth.

Dedicated employee known for punctuality, pursuing employment options where good customer service and positive attitude will make a difference.

  • Hardware upgrade
  • Windows XP/Vista
  • Call Center Operations
  • Technical Troubleshooting
  • Customer support needs assessment
  • Apple Certified Portable Technician (ACPT)
  • Application installations
  • MS Office proficiency
05/2019 to Current
Technical Support Representative Ebsco Industries Aqawam Historical, MA,
  • Supported customers with online billing, access and account issues.
  • Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
  • Utilized automated systems to manage and track customer inquiries through to completion.
  • Informed senior leadership of product development issues discovered via technical support calls with customers.
  • Input customer service orders and tracked orders through to completion.
  • Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
  • Worked with customer service supervisors to resolve customer concerns on daily basis.
05/2019 to Current
Cross Sales Southwest Key Programs Tucson, AZ,
  • Placed orders and answered customer questions in-person, through email and over phone to maximize customer service.
  • Fostered relationships with customers to expand customer base and retain business.
  • Identified customer needs to deliver relevant product solutions and promotions and meet target budgets.
  • Demonstrated product features to align with customer needs.
  • Developed customized sales techniques to successfully sell and upsell services to new and existing clients.
  • Developed key customer relationships to increase sales.
  • Retained product, service and company policy knowledge to serve as resource for both coworkers and customers.
  • Assisted teammates with sales-processing tasks to meet daily sales goals.
  • Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
  • Answered incoming telephone calls to provide store, products and services information.
  • Sold various products by explaining unique features and educating customers on proper application.
  • Acted as initial contact in addressing customer concerns.
  • Processed orders through company system and coordinated product deliveries.
  • Worked with fellow sales team members to achieve group targets.
  • Surpassed daily sales goals by cross-selling and promoting additional products.
03/2018 to 04/2019
Shift Leader Quality Inn City, STATE,
  • Counted cash on hand at shift change and closing to determine shortages or overages and prepare bank deposit statements.
  • Delegated tasks to employees and monitored activities and task completion.
  • Supervised, motivated and led employees to maintain productivity and customer service levels.
  • Upheld company standards and compliance requirements for operations and cleanliness.
  • Complied with company safety procedures, policies and regulations to promote safe working environment.
  • Positioned skilled staff in key areas throughout shift to optimize department productivity.
  • Coordinated daily shift changes to facilitate tasks and handle special needs or requests.
  • Coordinated shift-based inventory receiving, auditing and restocking.
  • Conducted one-on-one coaching sessions with team members resulting in reduced lost time and workplace accidents.
  • Generated reports to assess performance and adjusted workflows to realign with targets.
  • Documented production levels, materials used and special incidents to keep management informed of daily activities.
  • Organized daily workflow and scheduled staff vacations for adequate coverage.
  • Created training manual for employees to use as reference guide.
  • Reviewed applications and resumes and recommended top candidates for interviews.
  • Resolved customer complaints and reported issues to senior management.
  • Completed opening and closing duties to facilitate business operations.
  • Coached and trained employees and created daily work schedules and assignments to boost efficiency and enhance operations.
  • Managed and mentored staff members.
  • Counted inventory, resolved discrepancies and completed paperwork to keep system accurate and current.
Education and Training
Expected in 08/2010 to to
Maysville Community And Technical College - Maysville, KY
Expected in to to
: Criminal Justice
Tiffin University - Tiffin, OH
Expected in to to
80 Hours of Job Life Skills : Certificates Earned
Olive Hill Adult Education - Olive Hill, KY

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Resume Overview

School Attended

  • Maysville Community And Technical College
  • Tiffin University
  • Olive Hill Adult Education

Job Titles Held:

  • Technical Support Representative
  • Cross Sales
  • Shift Leader


  • GED
  • Some College (No Degree)
  • 80 Hours of Job Life Skills

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