Consistently recognized for technical troubleshooting skills used to rapidly and cost-effectively resolve challenging technical issues. Trained with other employees on "high performance" work teams and "effective communication". Maintained a high standard of customer retention and obtain new customers while saving the company's finances. Software Support Specialist IT Resume Headline : Results driven Software Support Specialist who has 5 years of general IT experience and over 3 years of SOC experience with a solid background in dynamic range of technologies, seeking a challenging position within a growth-oriented, forward-thinking technology company where I can contribute achieve its objectives by utilizing my experience, skills and education to the fullest extent.
Description : Providing client support and technical issue resolution via email, phone, web. Building report and eliciting the problem details from non-technical or technical customers. Providing timely, efficient and pleasant follow up to the user questions or issues.
Communicating the cost of support for bugs or poorly designed features to project managers. Working with the Project Managers, Release Manager to understand the new features being released. Convey the release information and determine release schedule with the customers. Issuing the external notification that the release has been tagged, along with final release notes. Description : Analyzed and diagnosed the problems and applied the known solutions for online banking and mobile software products in a SAAS environment.
Applied the defined practices, procedures and company policies to triage, troubleshoot and resolve both known and unknown issues and addressed routine and moderately complex customer questions. Built customer relationships and trust through repeated B2B client interactions. Communicated the verbal and written complex issues in ways that the customer easily understands and can apply the solution. Flexed the communication style to match the customer need and diffused the emotional customer situations.
Worked in a matrixed environment which includes internal teams and vendors to solve complex customer issues. Effectively documented and shared the problems and solutions, creating knowledge content articles to document previously unknown solutions. Delivered the process improvement via lean methodologies and innovation practices.
Managed a backlog of customer projects and tasks while fielding new incoming work while delivering high customer delight. Pro-actively contacted the clients with suggestions for their business or to work towards any possible issues that may arise.
Description : Troubleshooting and resolving the information security issues, ranging from malware and anti-virus issues to data breaches. Identifying and documenting the software defects and vulnerabilities and working with the development team to resolve the issues. Troubleshooting and repairing the client workstations, servers, and mobile devices.
Providing field support and remote support for hardware and software issues. Assisting the clients with custom reports and financial audits as well as consulting on the point of sale industry and methodology.
Providing the training for level 1, level 2, and level 3 support technicians. Consulting with the software development team to isolate and correct defects as well as software enhancement requests. Assisting with the business continuity programs and disaster recovery operations. Software Support Representative Resume Objective : Accomplished Software Support Representative with 3 plus years of extensive IT experience in program management, implementation, customization, and configuration, with extensive business management and business process knowledge, seeking a Salesforce Administrator role focused on marketing and project management to highlight demonstrated skill set in Salesforce.
Description : Gathering the business process requirements and translating them into the functional workflows as well as training documents. Communicating with the clients to provide software knowledge and foster B2B brand building through excellent project management and customer service in a primarily autonomous work environment with a focus on configuration best practices.
Designing the junction objects for relationships and implemented various advanced fields like pick lists, custom formula fields, field dependencies, workflows, intelligent objects automated system processes , field updates, and email generation according to application requirements.
Researching, designing, and delivering the solutions for clients collaborating with software development team to deliver solutions. Managing the daily meetings, delivering presentations on solutions, creating quote documentation for a custom request RFQS. Providing live support and implementation services for on premise infrastructure using. Creating workflows to record system processes, maintaining the server content, supporting the cloud based mobile apps.
Possessing a comprehensive understanding of CRM business processes like case management and campaign management. Description : Performed hands-on fixes at the desktop level, including installing, and upgrade software. Seeking to provide expert technical support to enterprise organizations as the L3 tech support engineer at QuantX Group. Want to save time and have your resume ready in 5 minutes? Try our resume builder. Create your resume now.
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Strived for first call resolution while handling all issues with urgency, ownership, and accountability. Performed complex diagnostic troubleshooting to resolve voice, video, and data service issues. Responsible for fulfilling client requests to make changes to their business class services including voice, video and data products. Used a variety of software applications to manage customer account information and diagnose and resolve technical difficulties. Communicated effectively with customers in a professional manner while setting accurate expectations for issue resolution.
Recognized and diffused difficult customer situations utilizing all resources, interpersonal and negotiating skills to come to a resolution. Supported the growth of the business by introducing customers to new products, higher tiers of service, etc. Description : Provided high quality and timely customer service support via phone and email.
Managed calls flow and responded to services issues, billing and sales promotions. Monitored customer's equipment to make sure all equipment is within spec and charts. Worked closely with the NOC team to resolved ongoing network and outage issues. Maintained remedy tickets and used other tools liked SolarWinds to updated customers' issues. Communicated with other departments to resolve the issues and follow up with customers.
Communicate user feedback to management to continue to ensure exceptional client support. Assessed need for repair service and dispatched field technicians to site-specific locations. Analyzed, diagnosed and resolved computer hardware, software, and network problems. Description : Resolved customer complaints and concerns with strong and verbal negotiation skills. Displayed courtesy and strong interpersonal skills with all customer interactions. Built and maintained successful relationships with service providers, dealers, and consumers.
Documented and escalated cases to a higher level of support according to internal procedures. The ability to work with minimal or no supervision, while maintaining the one call resolution. Proposed technical feasibility solutions for new functional designs and suggested options for performance improvement of technical objects. Served in a consumer advisory role, providing assistance with plan upgrades and modifications.
Negotiated payment arrangements with customers having billing inquiries, focusing on past due collections. Responsible for imaging and deploying all computer and software for the local site. Description : Providing technical support over the phone for the equipment customers are having issues with. Solving issues in an efficient and timely manner while hitting all points that are scored when being assessed by companies quality assessment team to ensure we are asking the proper questions and solving issues to the best of our abilities.
Providing quality of service by solving customers issues and providing the best customer service to our customers. Serving as a training resource to increase the knowledge base and productivity of other team members. Developing strategies to build, expand and market the company brand and core values. Developing work-flow charts and diagrams to ensure production team compliance with client deadlines. Making sure all issues were resolved before ending conversations with the customer.
Troubleshooting issues that arise and replace equipment and send local representatives to assist. Description : Performing on-site and in-store repairs, updates and preventive maintenance on personal computers and related peripherals. Diagnosing, troubleshooting and resolving hardware and software problems in an efficient and courteous manner.
Completely built custom computers to best serve the customer needs to include laptops and desktops. Installing wired and wireless networks drivers with firewall and antimalware solutions. Implementing new policies and procedures that significantly expedited check-in and repair procedures.
Providing estimates, invoice repairs, order parts, creating, modifying and performing upkeep of files and company finances. Providing a value-added experience with outstanding customer service to our customers while resolving issues related to their devices. Using knowledge-based system and other tools to deliver technical support solutions.
Providing the customer with logical troubleshooting to resolve operation issue. What to include in a Resume? How to Personalize Your Resume?
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