technical support representative resume example with 3+ years of experience
JessicaClaire
, , 100 Montgomery St. 10th Floor(555) 432-1000, resumesample@example.com
Professional Summary
Flexible Technical Support Engineer with [Number] years of experience helping clients maintain smooth operations. Expertise in [Type] systems and [Type] environments. Commended for rapidly and effectively resolving downtime and efficiently integrating new hardware and components. Detail-oriented with extensive experience, troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge.
Skills
Troubleshooting Service Orientation Critical Thinking Equipment Maintenance Systems Analysis Complex Problem Solving
Installation & Repairing Management Customer Service
Help Desk Support
Technical Troubleshooting
Troubleshooting Network Issues
Organizational Skills
Issue and Resolution Tracking
Computer Diagnostics
Hardware and Software Repair
System Performance Assessment
Software Evaluation
System Maintenance
Work History
04/2020 to 10/2020Technical Support RepresentativeSignify Holdings | Irvine, CA,
Provide technical support for C by GE smart home products via phone calls, incoming chats and email requests
Managed 20-50 contacts daily, providing exceptional customer support
Coordinated warranty work between RMA and customer, ensuring work was completed in timely manner and customer was updated through the process
Demonstrated product functionality to new and existing customers for apps including C by GE, Alexa and Google Home
Attend weekly Microsoft Teams meetings to continually update and expand upon my product knowledge
Consistently exceeded 95% customer satisfaction scores through CSAT
Assisted customers in identifying issues and explained solutions to restore service and functionality.
Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
Collaborated with supervisors to escalate and address customer inquiries or technical issues.
Translated complex technical issues into digestible language for non-technical users.
Conducted in-depth product and issue resolution research to address customer concerns.
Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones
03/2019 to 01/2020Technical Support RepresentativeSignify Holdings | Kansas City, MO,
Provided Tier 2 advanced technical support for HBO NOW app via phone calls and email
Responsible for satisfactory resolution of escalation calls
Mentored and supported Tier 1 agents via "in the moment coaching"
Subject matter expert, tasked with new program training initiatives
Managed Tier 1 and Tier 2 Key Performance Indicators such as: average handle time, quality score, adherence, and attendance.
Assisted customers in identifying issues and explained solutions to restore service and functionality.
Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
Collaborated with supervisors to escalate and address customer inquiries or technical issues.
Translated complex technical issues into digestible language for non-technical users.
Used ticketing systems to manage and process support actions and requests.
Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones
03/2018 to 10/2018Field TechnicianEquitrans Midstream Corporation | Waynesburg, PA,
Customer Technical Support, Home Installation and System Troubleshooting
Test repaired, newly installed, or updated equipment to ensure that it functioned properly and conformed to specifications, using test equipment and observation
Repaired or replaced faulty equipment such as defective and damaged cables, system components, and associated equipment
Adjusted or modified equipment to enhance performance
Tested connections to ensure that power supplies are adequate and that communications links function
Designated cables and educated customers which were available for use.
Utilized safety practices with no complaints or accidents.
Kept detailed records of field measurements and data.
Performed troubleshooting and diagnostics of malfunctioning equipment, machinery, tools and components.
01/2015 to 01/2017Sales ApprenticePete's Rv Center | North Charleston, SC,
Listened to customers and discovered true needs to make educated recommendations and appropriate sales suggestions
Assisted and directed team of 2-6 technicians on wheel mounting, balancing and rotating
Offered discounts accordingly and up sold wheels and/or accessories
Ensured safety and compliance by identifying correct size and speed ratings based on Manufacture Standards, reducing company liability
Consistently recognized for superior customer service, winning Customer Care award 4 times
Drove team revenue totals by bringing in top sales numbers.
Managed customer expectations and helped navigate sales processes.
Supported sales team with administrative assistance such as coordinating paperwork and responding to basic inquiries.
Shadowed sales professionals to gain deeper insight into best practices and strategies for maximizing sales revenue.
Demonstrated products to customers, answered questions and redirected objectives to positive features.
Education
Expected in 04/2022 to to Certification | Network EngineerCybertex Institute of Technology, Austin, TXGPA:
Expected in 06/2013 to to High School Diploma | Georgetown High School, Georgetown, TXGPA:
Certifications
Certified CompTIA A+ : April 2022- March 2025
Certified CompTIA Network+: Pending Testing June 2022
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