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Technical Support Representative Resume Example

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TECHNICAL SUPPORT REPRESENTATIVE
Professional Summary

Knowledgeable and dedicated customer service professional. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, oral and written communication, active listening and analytical problem-solving skills. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and providing customized solutions to build loyalty.

Skills
  • Troubleshooting Technical Issues
  • Exceptional Telephone Etiquette
  • Windows 10
  • Customer service expert
  • Organizational ability
  • Customer Complaint Resolution
  • Software diagnosis
  • Calm disposition
  • Microsoft Office
  • Inbound phone calls
  • Customer Accounts Management
  • Documentation
  • Professional communication
  • Integrity
  • Teamwork
  • MS Office
  • Tenacious
  • Hardware and Software Installation
  • Professional Telephone Voice
  • Quality assurance
  • Problem-solving skills
  • High Call Volume Experience
  • Supervision
Work History
11/2017 to 04/2020Technical Support RepresentativeApple | Jonesville, SC
  • Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Provided documentation on start-up, shut down and first-level troubleshooting of technical processes to support desk staff.
  • Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
  • Identified and solved technical issues using variety of diagnostic tools and tactics.
  • Trained and supported end-users with software, hardware and network standards and use processes.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Created documentation for cases and claims for damaged, lost or displaced packages.
  • Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
  • Conducted in-depth product and issue resolution research to address customer concerns.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Broke down and evaluated user problems, using no scripts, personal expertise and probing questions.
  • Documented all transactions and support interactions in system for future reference and addition to knowledge base.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Managed customers' expectations of support and technology functionality in order to provide positive user experience.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
04/2008 to 10/2016Customer Care Specialist2degrees | Christchurch, Canterbury
  • Arrange for necessary maintenance or repair work.
  • Coordinate or perform activities associated with shipping, receiving, distribution, or transportation.
  • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
  • Check to ensure that appropriate changes were made to resolve customers' problems.
  • Determine charges for services requested, collect deposits or payments, or arrange for billing.
  • Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
  • Solicit sales of new or additional services or products.
  • Establish standards for personnel performance and customer service.
  • Effective liaison between customers and internal departments.
  • Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction.
  • Assisted customers by listening closely, finding solutions to problems and making recommendations based on extensive product knowledge.
  • Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
  • Conferred with customers about concerns with products or services to resolve problems and drive sales.
  • Provided accurate information about promotions, customer programs and products, helping drive high customer retention.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
10/2003 to 05/2008Customer Service Representative Team LeadBrylane Home | El Paso, Texas
  • Confer with customers by telephone to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
  • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
  • Check to ensure that appropriate changes were made to resolve customers' problems.
  • Solicit sales of new or additional services or products.
  • Write and record orders for merchandise or enter orders into computers.
  • Answer questions about product features and benefits.
  • Monitor customer preferences to determine focus of sales efforts.
  • Receive payment by credit cards, vouchers, or automatic debits.
  • Issue refunds or credits to customers.
  • Assist customers by providing information and resolving their complaints.
  • Obtain customer information such as name, address, and payment method, and enter orders into computers.
  • Answer telephone calls from potential customers who have been solicited through advertisements.
  • Generate sales leads that develop into new customers.
  • Build sustainable relationships and trust with customer accounts through open and interactive communication.
  • Meet personal/customer service team sales targets and call handling quotas.
  • Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
  • Follow communication procedures, guidelines and policies.
  • Processed, scheduled and executed customer orders for new and established customers.
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
  • Engaged clients in person and over phone to answer questions and address complaints.
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Collaborated with production and shipping teams to determine likely timetables and organize efficient deliveries.
  • Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
  • Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
09/1998 to 02/2003Assistant SupervisorToro | El Paso, Texas
  • Moved pallets to and from trucks and around warehouse with forklifts to stay on top of demanding schedules.
  • Wrapped pallets in shrink wrap prior to loading.
  • Kept warehouse areas free of debris and safe for all employees with proper storage and maintenance of machinery, tools and supplies.
  • Calibrated, tested, and adjusted machine settings or controls
  • Set up and ran machinery to produce exceptional products
  • Followed technical documentation, including tooling instructions and product specifications to determine and implement operational sequences.
  • Assessed equipment after each production run, performing preventive maintenance to keep machines running smoothly.
  • Maintained machines within work area, complying with company and OSHA safety rules and regulations.
  • Removed rough spots to enhance parts alignment and improve finishes.
  • Planned and paced work efficiently in order to meet daily, weekly, project or production goals.
  • Sampled and tested final products to check conformance with production tolerances.
  • Checked position and alignment of each component to prevent errors and minimize materials waste.
  • Conducted quality assurance inspections on finished components and identified issues.
  • Put hazardous materials in properly marked containers to avoid injuries or contamination.
  • Mentored new hires, resulting in stronger staff development and increased productivity.
  • Taught new team members correct procedures for all areas of operations.
  • Demonstrated correct procedures and compliance with standards at all times.
  • Maintained effective, consistent communication with managers, peers and other resource groups.
  • Devised new methods of imparting information in order to increase engagement and retention.
Education
Certified Nurses Assistant | Nursing AssistanceEmerald Nursing School, El Paso, TX
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Resume Overview

Companies Worked For:

  • Apple
  • 2degrees
  • Brylane Home
  • Toro

School Attended

  • Emerald Nursing School

Job Titles Held:

  • Technical Support Representative
  • Customer Care Specialist
  • Customer Service Representative Team Lead
  • Assistant Supervisor

Degrees

  • Certified Nurses Assistant | Nursing Assistance

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