Voip Technical Support Specialist Resume Example

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Jessica Claire
  • Montgomery Street, San Francisco, CA 94105
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:
Professional Summary
  • First-rate Technical Support Specialist with 16 years of experience offering outstanding support to users of various voice products and feature functionality.
  • Exceptional skills and knowledge in VOIP phone systems.
  • Established reputation as sharp technology expert when working with customers to identify and deploy solutions.
  • Specializing in troubleshooting VOIP and Hosted products.
  • Clear understanding of Hosted design and feature functionality,
  • Enthusiastic and eager to contribute to team success through hard work, attention to detail and excellent organizational skills.
  • Motivated to learn, grow and excel in the ever evolving telecommunications industry.
  • VOIP engineering knowledge
  • Voice and Data Technology
  • Excellent ability to educate and train customers on newly installed Hosted phone systems
  • Supporting VoIP
  • Delivering technical training
  • Technical support expertise
  • Engineering/project management experience
  • Technical troubleshooting
  • Process optimization
  • Preparing solutions
  • Remote Technical Support
  • Customer technical support
  • Activation support
  • Complex technical information
Work History
VOIP Technical Support Specialist , 03/2014 to 06/2020
Db Schenker Chester, VA,
  • Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • 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.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Activated accounts for clients interested in new services.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across five time zones.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Configured hardware, devices and software to set up work stations for employees.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Demonstrated professionalism and courtesy with customers while working to resolve complaints, problems or respond to questions.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Recorded and maintained relevant notes for each client and work order.
Phone System Programming Technician, 01/2012 to 03/2014
EarthLink Technologies Inc. City, STATE,
  • Installed and configured new devices and system components.
  • Coordinated installation of new users and relocations of existing users.
  • Worked closely with network administrators and server engineers to deliver quality service.
  • Read blueprints and schematics to correctly place equipment.
  • Increased customer satisfaction by resolving Hosted phone button mapping issues.
  • Worked with VOIP customers to understand needs and provide Hosted Voice programming service.
  • Resolved button mapping problems, improved operations and provided exceptional client support.
  • Increased customer satisfaction by resolving database design issues.
Voice Translations, 03/2005 to 03/2012
EarthLinked Technologies Inc. City, STATE,
  • Developed team communications and information for Translations team meetings.
  • Led Translations team in creation of automation project, resulting in increased productivity and accuracy. Reducing the amount of overhead
  • Managed quality assurance program, including on-site evaluations, internal audits and customer surveys.
  • Saved by implementing cost-saving initiatives that addressed long-standing problems.
  • Drove operational improvements which resulted in savings and improved profit margins.
  • Responded to service requests during and after business hours.
Customer Service Representative Specialist, 02/2004 to 03/2005
ITC Deltacom City, STATE,
  • Answered constant flow of customer calls with up to 30 calls in queue per minute.
  • Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
  • Cultivated customer loyalty, promoted repeat customers and improved sales.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Responded to customer requests for products, services and company information.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Provided primary customer support to internal and external customers in fast-paced environment.
  • Recommended additional features and expanded service packages to customers, thoroughly explaining details.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
: Business Administration And Management, Expected in
Jacksonville State University - Jacksonville, AL

Completed 39 credits toward Business Management.

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School Attended
  • Jacksonville State University
Job Titles Held:
  • VOIP Technical Support Specialist
  • Phone System Programming Technician
  • Voice Translations
  • Customer Service Representative Specialist

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