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Tier 1 Technical Support Representative Resume Example

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TIER 1 TECHNICAL SUPPORT REPRESENTATIVE
Professional Summary

Skilled Technologist with experience configuring computers, servers and peripheral devices to work within established company and security parameters. Adept at managing permissions, filters and file sharing. Devoted troubleshooter with deep understanding of system architecture and diagnostics.

Practiced troubleshooter with excellent diagnostics and repair abilities, strong attention to detail and methodical approach. Expert IOS, IPadOS and WatchOS Software user. Boosts system performance by thoroughly evaluating and correcting different hardware and software issues.

Skills
  • Staff education and training
  • Technical issues analysis
  • Software diagnosis
  • Customer service expert
  • Adaptability
  • Detail-oriented
  • Basic math
  • Data management
  • Good listening skills
  • Apple software proficiency
  • Relationship-Building
  • Multitasking abilities
  • Supervision
  • Data recovery
  • Mac systems
  • Desktop support
Work History
Tier 1 Technical Support Representative, 10/2020 to Current
Company Name – City, State
  • Analyzed Hardware and Software issues to identify troubleshooting methods needed for quick remediation.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
  • Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Increased sales by educating prospects on benefits of products and services in comparison to competitors.
  • Devised solutions to operations issues related to Hardware and Software, working closely via phone, email, live chat and web teleconference.
  • Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
Customer Service Representative, 10/2018 to 11/2020
Company Name – City, State
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Recommended HELOC or Refinancing to customers, thoroughly explaining details.
  • Provided primary customer support to internal and external customers in fast-paced environment.
  • Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
  • Cultivated customer loyalty, promoted repeat customers and improved sales.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered constant flow of customer calls with up to 20 calls in queue per minute.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Educated customers on promotions to enhance sales.
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
  • Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
Sales Associate, 06/2018 to 10/2018
Company Name – City, State
  • Engaged with customers to effectively build rapport and lasting relationships.
  • Worked alongside retail representatives to boost sales by enhancing product presentations and advertising collateral.
  • Delivered high level of assistance by locating products and checking store system for merchandise at other sites.
  • Answered customer questions regarding sizing and accessories and explained how to properly care for merchandise.
  • Implemented up-selling strategies such as recommending accessories and complementary purchases to boost revenue.
  • Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
  • Maintained organized, presentable merchandise to drive continuous sales.
  • Tracked stock using company inventory management software.
  • Educated customers on promotions to enhance sales.
  • Implemented up-selling strategies, encompassing recommendation of accessories and complementary purchases.
  • Collaborated with clients to maintain relationships and provide customers with thorough support and guidance.
  • Applied security and loss prevention training toward recognizing risks and reducing store theft.
  • Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise.
  • Processed product returns and assisted customers with other selections.
  • Trained and developed new sales team associates in products, selling techniques and company procedures.
  • Analyzed and properly processed product returns, assisting customers with finding alternative merchandise to meet needs.
  • Liaised with customers and recommended specific products and specials, aligning with individual needs, requirements and specifications.
  • Prepared merchandise for sales floor by pricing or tagging.
Retail Sales Associate Cashier, 09/2017 to 02/2018
Company Name – City, State
  • Offered each customer top-notch, personal service and polite support to boost sales and customer satisfaction.
  • Displayed merchandise by arranging in appealing and orderly way to boost sales.
  • Increased customer satisfaction by Properly greeting and Occasionally making the customer smile or laugh.
  • Answered product questions with up-to-date knowledge of sales and store promotions.
  • Provided accurate information about promotions, customer programs and products, helping drive high customer retention.
  • Supported loss prevention goals by maintaining accurate drawers and monitoring shopper behavior.
  • Approached each problem with fresh mind and analytical strategies to quickly resolve concerns.
  • Helped customers manage large purchases by collecting items from shelves and storage locations.
  • Assisted customers with prompt and polite support in-person and via telephone.
  • Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers.
  • Organized store merchandise racks and displays to promote and maintain visually appealing environments.
  • Checked pricing, scanned items, applied discounts and printed receipts to ring up customers.
  • Answered questions about store policies and concerns to support positive customer experiences.
  • Inspected merchandise for quality and arranged proper display location on floor.
  • Greeted customers, helped locate merchandise and suggested suitable options.
  • Trained new associates on cash register operations including opening, conducting customer transactions and balancing drawer.
  • Increased sales by offering advice on purchases and promoting additional products.
  • Assisted customers by answering questions and fulfilling requests.
  • Maintained clean personal appearance, modeled store's outfits when working clothing department settings and wore uniforms per company policy.
  • Pursued resolutions to achieve complete customer satisfaction, including tracking down hard-to-find merchandise at diverse locations.
  • Balanced and organized cash register by handling cash, counting change and storing coupons.
  • Maintained clean sales floor and straightened and faced merchandise.
  • Greeted customers and helped with product questions, selections, and purchases including in-store and e-service transactions.
  • Refunded payments for returned items, processed exchanges and offered store credit to achieve customer satisfaction.
  • Stocked merchandise, clearly labeling items, arranging according to size or color and preparing attractive displays.
  • Supported efficient and timely replenishment of sales floor merchandise.
  • Used consultative sales approach to understand customer needs and recommend relevant offerings.
  • Fielded questions and solved problems by informing customers of current promotions and store policies.
  • Used POS system to process sales, returns, online orders and gift card activations.
  • Approached browsing customers to initiate conversations to determine buying preferences.
  • Monitored sales floor and merchandise displays for presentable condition, taking corrective action such as restocking or reorganizing products.
  • Issued receipts and processed refunds, credits, or exchanges.
  • Assisted customers with locating and choosing merchandise in any store department.
  • Performed stocking and informed management of low inventory quickly.
Education
High Diploma : Future Business Leaders of America , 05/2016
Alfred Ely Beach High School - City
Medical Billing And Coding Virginia Technical College - City
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Resume Overview

School Attended

  • Alfred Ely Beach High School
  • Virginia Technical College

Job Titles Held:

  • Tier 1 Technical Support Representative
  • Customer Service Representative
  • Sales Associate
  • Retail Sales Associate Cashier

Degrees

  • High Diploma : Future Business Leaders of America , 05/2016
    Medical Billing And Coding

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