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0-5 years of experience
Troubleshot advanced phones from VZW, Blackberry, Android, Palm, and Windows Mobile operating systems.
- Researched prospective personal and business customers’ basic phone and advanced data needs.
- Qualified and sold new customers a wide variety of products and data services, such as Mobile Broadband.
- Reconciled cash register and receipts averaging over $500 per day.
- Aided the store tech staff in selling data features and cellular accessories totaling over $28,000 per month.
0-5 years of experience
Analyzed the end user’s issues with high speed internet connection for troubleshooting
- Diagnosed and resolved technical hardware and software issues involving internet connectivity, email
- Provided answers to clients by identifying problems, researching answers and guiding clients through corrective steps
- Handled trouble tickets with support interventions for urgent issues
- Identified and escalated priority issues per client specifications
- Performed PC Tune-Up’s, Antivirus and Hard drive backup package installation
0-5 years of experience
Provided technical support to customers with various computer, printer and router related issues
- Entered and updated trouble tickets for customers with technical issues
- Assisted upper management in creating new policy and procedures
- Provided suggestions regarding increasing technical support productivity
- Mentored and trained new representatives
0-5 years of experience
Successfully completed over 2000 cases since December 2013
- Top 10 ranked agent over six times
- Promoted to top support tier group within six months
- Responsible for proving technical support to McGraw Hill end users
- Appropriately communicate with instructors and students to resolve their inquiries on first call
- Assist resolution team with answering questions for new agents
- Perform other related duties and assignments as required and as assigned by supervisor
0-5 years of experience
Technical Support representative for a mortgage software application dedicated to Bankruptcy, foreclosure, and REO.
- Implemented streamlined resolution process which proactively addressed customer issues.
- Audited FC bids for servicer clients ensuring accuracy while reducing client risk.
- GSE FNMA/FHLMC Sales Reporting, post-sale auditor, 3rd party sale and acquired REO.
0-5 years of experience
Developed and implemented policies for the resolution of service related inquiries.
- Ensured timely and accurate information was provided to customers in a professional manner. Responded to inquiries through phone, mail and email contact with customers.
- Promoted and sold the company’s products and services.
- Provided operational management and support at call center locations to ensure efficient and timely resolution of technical support issues.
0-5 years of experience
Created new accounts, reset passwords, and configured access for users.
- Developed end-user self-service tools and documentation.
- Troubleshot hardware issues and worked with service providers to facilitate repairs.
- Maintained records, logs, and the lifecycle of work requests; identified opportunities to upsell product/services.
- Researched, documented, and escalated cases to higher levels of support according to procedures.
- Investigated and resolved customer concerns and reported unresolved issues to management.
0-5 years of experience
Primary duties included the installation, configuration, deployment, troubleshooting, analyzing, maintaining and monitoring client computing communications hardware and peripherals in Windows Domain environment.
- Imaged and re-imaged PCs and laptops as needed using Symantec Ghost on Windows 7 operating systems.
- Supported users with Microsoft Office Suites 2007 and Adobe Professional.
- Supported a network of 200+ PCs and laptops, 200+ Cisco IP phones, administered network/packet monitoring tools (Solar Winds) and troubleshooted LAN circuits at assigned sites.
- Provide technical support via onsite visit, telephone, email and/or remote access to identify and resolve issues with Windows 7 OS, Cisco IP phones, wireless network printers, networking and telecommunications equipment and Hi-speed scanners.
- Manage Active Directory of users and set up e-mail in Microsoft Exchange.
- Installed, configured and troubleshooted Cisco IP phones using Call Manager and UNITY
0-5 years of experience
Support in multiple facilities migrating from Windows NT to Windows XP
- Support & Delivery of IT based solutions to Cummins top executives.
- Provided after hours support for client.
- Assisted in Project Management for Global PC replacement
- Delivered IT solutions to both onsite and remote clients located across the US and Canada.
- Facilitate IT process improvement through creation of technical Knowledge articles and training.
- Performed Support Level from Tier 1-3.
- Displayed ability to work with and towards resolution with both blue & white collar employees.
6-10 years of experience
- Monitored and maintained the consumable supplies of all the networked printers throughout the Genetech campus
- Ordered printer supplies assuring consistency with our supply inventory
- Trained and supervised other members of printer support team
- Maintained daily reports of work log to supervisor
0-5 years of experience
Provided post-market technical support to existing customers in Spanish and English, regarding use of Animas products, including trouble-shooting, proper usage and features.
- Furthered complaint investigation and product improvement by requesting return of product to manufacturer.
- Completed initial assessment of potential health and safety issues associated with Animas products, determining if issues required reporting to FDA.
- Ensured troubleshooting guidelines were executed appropriately by accurately capturing customer product complaints within company’s margin of error standard.
0-5 years of experience
Received inbound calls in a call center for support of [company name] products and services.
- Resolved problems on the first call with minimum transfers and truck rolls to the customer’s
- Assists customer by providing a high level of customer service.
- Assist with troubleshooting Digital Cable, High Speed Internet, and Digital Telephone Service.
- Ensures all troubleshooting steps were accomplished to prevent unavoidable trucks rolls.
- Implement sales to increase company revenue.
- Served in a support role as a point of contact on the technical support floor.
0-5 years of experience
- Greeted inbound calls with the highest standards of courtesy and professionalism; remaining committed to the achievement of those quality standards by guaranteeing that each customer’s concerns were skillfully resolved.
- Researched and resolved varying customer questions/issues; in addition to performing second tier wireless technical service activities.
- Ensured the customer’s sense of confidentiality at all times while accessing their secured accounts.
- Responsible for maintaining current knowledge of all company products and services, that includes handsets, accessories, pricing plans, promotions and service features.
- Thoroughly conducted customer needs analysis in order to recommend value driven products and services.
- Professionally collaborated and supported other U.S. Cellular divisions with technical solutions.
- Promoted and exemplified the values and behaviors of U.S. Cellular Dynamic Organization.
0-5 years of experience
Provided account assistance and took orders for activations and/or account changes.
- Answered billing questions
- Diagnose and fixed technical issues with cell phones and laptops.
- Provided follow up calls with the customer’s to ensure the issue was fully resolved.
- Maintained sales goals
0-5 years of experience
Provided level 1 technical support for internet, email, telephone and fax
- Assist customers with downloading and installing anti-virus software
- Processed credit requests
- Researched and resolved simple billing issues
- Provided high quality customer service
0-5 years of experience
- Performed phone and remote troubleshooting on hardware and software on a national level for employees at the U.S. Environmental Protection Agency.
- Provided support for Microsoft operating systems and applications such as Windows XP/7 and Microsoft Office 2007/2013.
- Performed troubleshooting of WAN/LAN issues.
- Served as a technical advisor when aiding technicians in troubleshooting. Supplied latest information to technicians regarding EPA and US Government policy.
- Trained fellow techs on proper support procedures, and performed quality control on active tickets to ensure adherence to policy.
- Worked with coworkers and end-users to determine best course of action to resolve support tickets in a timely and satisfactory manner.
- Worked with multiple support desks to ensure end-user satisfaction with out-of-scope issues.
0-5 years of experience
Provide quality technical support service through one-call resolution to establish a long-term customer relation.
- Maintaining at least a 93% scorecard including Average Handle Time, First Call Resolution, Avoidable Truck Rolls, Customer Listening Experience, etc.
- Scheduling technicians to handle an unresolved issue.
- Following up and making scheduled call backs to customers to ensure 100% satisfaction
0-5 years of experience
Escalated issues as needed and maintained communication with customer and technical teams.
- Extensively utilized various platforms like remedy and MTAS to record and track technical issues.
- Diagnose, troubleshoot and resolve a range o software, hardware and connectivity issues.
- Provided detailed descriptions of issues in trouble ticket system and follow up diligently to ensure swift resolution as well as one-call resolution.
- Provided business/client with efficient support.
- Responded to phone calls and also emails.
0-5 years of experience
Gather customer’s information and determine the issue by evaluating and analyzing the symptoms
- Research required information using available resources
- Identify and escalate priority issues per Client specifications
- Accomplishes information systems and organization mission by completing related results as needed.
- Schedule local technicians to customer’s home
- Process bill payments
0-5 years of experience
Answered inbound calls from consumers, home builders, and retail dealers who required assistance on locating replacement parts and solving problems with Hunter ceiling fans, humidifiers, air purifiers, thermostats, bathroom exhaust fans, portable fans, and ceiling fan wall and remote controls
- Issued refunds / credits to consumers for part and ceiling fan returns
- Provided technical troubleshooting assistance to consumers and service technicians to resolve Hunter ceiling fan, humidifier, air purifier, thermostat, bathroom exhaust fan, portable fan, and ceiling fan wall and remote control issues
- Placed Hunter warranty replacement orders
- Transferred misrouted calls to the appropriate department
- Documented consumer complaints and offered solutions that were within department policy guidelines
0-5 years of experience
Answer inbound calls dealing with internet, video, email, webhosting through Iowa Network Services telephone companies
- Guided customer through various mail clients when setting up email accounts
- Worked with customers through Chat messaging programs
- Answered calls to our sister companies Alliance technologies according to policy
0-5 years of experience
- Provided answers to clients by identifying problems and guiding client through corrective
- Edited, standardized, or made changes to technical documentation
- Performed functional tests and software upgrades on various production units
10+ years of experience
Troubleshooting of Internet connectivity and email problems for residential and business customers.
- Troubleshooting cable telephony problems.
- Providing basic education of Internet, software, and phone features / usage.
- Scheduling of trouble calls for field technicians.
- Assisting in training of new hires.
- Received TSR Employee of the Month award for June 2006.
0-5 years of experience
Developed and provided new trainings both in person and video chat to Texas
- Supported level one representatives with guidance of product and procedures
- Personal and team case management
- Assisted with creation and implementation of new procedures to benefit operations
- Provide detailed bug reports to engineering teams to improve unreleased beta product.
- Oracle order creation and legal business account information management
- Provided refund and other financial support for customer base.
- Salesforce reporting
0-5 years of experience
Easily transitioned from Customer Care Representative to Tier 2 troubleshooting.
- Clear knowledge of general troubleshooting
- Maintains stats at corporate expectations.
- Able to stand out and quickly prove ability to progress and advance in positions.
- Works well as a team member and leader to mentor, teach, and assist other representatives with their questions.
- Handled complex accounts, tier 1 trouble shooting, general account management.
10+ years of experience
Provide technical support for High Speed Internet customers and field technicians through incoming and outgoing calls or chats.
- Troubleshoot and resolved Internet connectivity issues on both Windows and MAC operating Systems.
- Setup and troubleshoot wireless and wired connections.
- Configure new ATT provided modems, routers and or third-party routers.
- Setup email clients or resolved sending/receiving email issues.
- Analyze and resolve new or existing orders issues using CPSOS, CRM & BBNMS.
- Works well as a team or with management.
0-5 years of experience
Tested circuits with Various Circuit Providers to find circuit errors and determine the root cause of circuit instability.
- Make various configuration changes to our Adtran Integrated Access Devices to help resolve problems on both voice and data networks.
- Accessed Genband soft switch to enable call forwards as well as look at the configurations of different lines.
- Ran Debugs on Adtrans to further evaluate customer voice related issues.
- Worked with Phone vendors and our Circuit Providers on higher-level tech support issues by looking at the configurations of our Adtran Integrated Access Devices, Genband soft switch, and our Central Office Equipment.
- Created Chronic reports and worked with our Circuit Providers to reach a permanent fix for customers that were marked as Chronic.
- Taking escalation calls when required to help resolve customer issues.
10+ years of experience
Provide technical support for High Speed Internet customers and field technicians through incoming and outgoing calls or chats.
- Troubleshoot and resolved Internet connectivity issues on both Windows and MAC operating Systems.
- Setup and troubleshoot wireless and wired connections.
- Configure new ATT provided modems, routers and or third-party routers.
- Setup email clients or resolved sending/receiving email issues.
- Analyze and resolve new or existing orders issues using CPSOS, CRM & BBNMS.
- Works well as a team or with management.
0-5 years of experience
Deliver service and support to business and residential customers of Optimum Online and Optimum Voice by guiding and educating on troubleshooting procedures
- Handle customer accounts using multiple software applications i.e. IDA, DART, AST, Panorama, TRiO, Go To Assist, Boost and Pactolus
- Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
- Ensure customer satisfaction by the end of every phone call always going above and beyond customer needs by finding a resolution to customer issues
- Accurately process and record call transactions using a computer and designated tracking software
- Stay current with system information, changes and updates
0-5 years of experience
Applied substantial technical knowledge with customer relationship skills to troubleshoot a wide range of devices, solve problems for customers, and sell a variety of wireless devices and accessories.
- Technical Support and Customer Service Professional in the Computer Software and Wireless industries.
- Provided troubleshooting services for smartphones, data connection cards, Windows OS, Macintosh, routers, and signal boosting equipment.
- Sold wireless phones for new customers and upsold existing customers with accessories and additional services.
- Integrated cell phone technology with various computer systems.
0-5 years of experience
Troubleshoot all Verizon products and diagnosing computer and phone problems. Then relays instructions for the caller to fix their issue.
- Take up to 25 to 30 calls a day and make a trouble ticket for each call
- Have a 84% first call resolution ratio with the standard being 80%
- Have a customer satisfaction rate of 81% with the standard being 75%
0-5 years of experience
Recognizes, researches, isolates and resolves systems problems
- Responds to customer’s requests for technical services, answering routine questions on the function and use of products
- Assists customers on technical matters
- Recognize customer’s problems that should be escalated to the next level for resolution following established procedures in escalating these problems.
- Maintain appropriate records and prepared reports as required
0-5 years of experience
Work in call center environment answering inbound customer calls concerning inquiries about one or more Cox products.
- Discover the root cause of customer problems and identify the action required to resolve, whenever possible, using company databases, customer information, and collaboration with other departments.
- Engage in real-time troubleshooting while the customer is on the phone and schedule a service appointment in the system if the problem cannot be resolved.
- Provide total customer service by answering basic questions about programming over the phone and partnering customers with Sales for complex questions.
- Build customer loyalty by placing follow-up calls to customers after receiving acknowledgment of action taken by other Cox departments.
- Provide customer support by asking questions and listening to customers in order to understand their needs, requests, or problems.
- Keep customer informed about progress by checking the status of work orders in customer record system.
- Provide seamless customer experience through documenting call details and new account information into the computer system and completing any forms required to request action by other departments.
0-5 years of experience
Technical Support and Customer Service Representative
- Answered In-bound calls in support of customer needs.
- Conveyed, in a reassuring manner, step-by-step instructions to resolve application issues.
- Performed queries in multiple databases.
- Customer Service and Technical Support.
- Quality Assurance
- Sell and Up sell products
0-5 years of experience
Answered 60+ customer calls per day
- Provided excellent customer service and troubleshooting for complete customer satisfaction
- Assisted in customer sales and provided product information for customers
- Worked as part of a sales team
- Provided guidance for other team members
0-5 years of experience
Provide the highest level of technical support to insurance adjusters and claim review specialists for Simsol Software
- Come to logical solutions in a timely manner to complex situations
- Knowledge of basic insurance adjusting procedures
- Train new users on proper use and procedure of company software
- Answer web based support tickets quick and proficiently
- Test and find ways to constantly improve products released to the public
- Maintain company website: www.simsol.com
0-5 years of experience
Determines requirements for consignment inventory to support Field Service projects.
- Develops and conducts customer training programs when requested by customer.
- Quickly and effectively solves customer challenges.
- Provides technical support to the customer as required and coordinates all field upgrades for Passenger Seating.
- Records and then facilitates the corrections of all Field
- Assist in design changes for solutions.
0-5 years of experience
- Provide Technical Support. Assist Customers over the Telephone with Product Installation Issues.
- Conduct Database Searches and Research Solutions Pertaining to Customer Problems.
- Provided Technical Information to Customers regarding Computer Programming Issues.
- Identify software problems via customer source code submissions.
- Performed on-line troubleshooting: Identified problems, gave technical advice.
6-10 years of experience
Responsibilities includes discovering the root cause of customer problems and identifying the action required to resolve, whenever possible, using company databases, customer information, and collaboration with other departments.
- Engage in real time troubleshooting while the customer is on the phone and schedule a service appointment if the problem cannot be resolved.
- Provide customer support by asking questions and listening to customers in order to understand their needs, requests, or problems.
- Responsible for driving call center sales as a primary channel for all Cox Residential services and product lines while ensuring customer satisfaction.
- Provided the opportunity several times to manage the sales department assist line for internal/external customer support.
- Provided support in new hire mentoring, work order accuracy auditing and peer coaching during these sessions to ensure trained classroom skills were being demonstrated.
0-5 years of experience
Assisted sales professionals with technical issues of all skill levels.
- Worked in up to 12 queues answering support calls.
- Used Webex software program to provide remote service to the sales professionals and home office personnel.
- Use Active Directory to reset passwords and add users to groups
- Utilized the Clarify and Service Now electronic ticket system and knowledgemanagement, to initiate and complete service tickets.
- Provided excellent support in order to maintain and improve customer retention.
0-5 years of experience
The primary purpose of the technical support representative is to fix end user technical issues via phone or remote control when necessary. Provide technical support for multiple gas stations across the U.S.
- Troubleshoot point of sale hardware devices, cash registers and credit card processing.
- Support multiple LAN configurations for gas stations across the U.S.
- Provide support for proprietary software and databases.
- Provide excellent customer service to owners, employees and technicians.
- Familiarized self with proprietary software and hardware to improve troubleshooting.
- Willing to work longer hours, weekends and holidays.
0-5 years of experience
Skilled use of de-escalation tactics and conflict resolution to effectively and systematically resolve customers technical inquiries with one call resolution
- Knowledgeable in wired and wireless home networking, data storage, operating systems, applications, and peripheral devices.
- [company name] (Tablets, Cell Phones)
- Problem Solving, password resets, Analytical problem solving
- Dispatch
0-5 years of experience
Provided technical support for banking clients and Level 1 representatives
- Took escalated calls regarding multiple technical issues having to do with software/hardware issues, money transfers, and website technical assistance
- Used excellent deductive reasoning and trouble-shooting skills to identify root cause of clients problem and worked towards a resolution
- Processed transfers and removed system suspensions for clients
- Explained to clients the services we offer and how to operate them properly
- Processed trouble tickets to Citibank website developers and followed up with clients to ensure their issue was resolved promptly
0-5 years of experience
Provided technical support for banking clients and Level 1 representatives
- Took escalated calls regarding multiple technical issues having to do with software/hardware issues, money transfers, and website technical assistance
- Used excellent deductive reasoning and trouble-shooting skills to identify root cause of clients problem and worked towards a resolution
- Processed transfers and removed system suspensions for clients
- Explained to clients the services we offer and how to operate them properly
- Processed trouble tickets to Citibank website developers and followed up with clients to ensure their issue was resolved promptly
6-10 years of experience
Systems and IT Helpdesk administration of the internal network and infrastructure of the company including Xenserver, Citrix, Active Directory, Exchange, SQL Server, Shoretel VOIP Phone system, Terminal Services.
- Training of new support reps through an intensive 8 week training program.
- Assisting internal users with various IT related needs on a daily basis
- Administration and Maintenance of internal servers and systems.
- Maintain System Images and Deployment for Virtual Machines and Desktops
- Helping Financial Advisors (Independent RIA’s) with Phone and Remote support of a CRM software .NET application Suite which includes SQL administration, Microsoft Office, Exchange and Active Directory assistance.
0-5 years of experience
Assisted VZW customers with tech support and customer care.
- Team lead for technical related issues relating to Microsoft Windows operating systems, and Macintosh operating systems.
- Various tech support issues relating to cell phones.
- All Microsoft operating systems 15 yrs
- Mac OSX 10+ yrs
- Linux OS 10+ yrs
0-5 years of experience
Communicate with consumers and businesses regarding issues concerning their Lenovo product purchases.
- Data entry and process replacement orders for warranty support through internal database program.
- Provide information to consumers regarding products, prices, delivery time while multitasking
- Troubleshoot computers and remote into computers to diagnose issues
- Daily correspondence via CRM
0-5 years of experience
Provide basic to moderately complex support to Apple customers on Apple products, systems, peripherals and software
- Logging of live chats from customers onto an Apple database and following escalation procedures to resolve problems or issues.
- Provide and maintain strong, professional relationships with all of Apple’s customers and show empathy for the customers at all times
- Provide complete and appropriate technical solutions for Macintosh and Windows iPhone customers via phone
- Troubleshoot simple to complex technical issues with customers with a positive and knowledgeable approach
6-10 years of experience
Independent effective listening to issues and concerns coming from our customers
- Multi-task by taking calls while working multiple software applications
- Analytical and problem-solving thinking
- Troubleshoot and resolve the issue/concern the customer is having related to software and cell phone devices
- Provide First Call Resolution by following the company’s policies and the call sequencing model.
- Provide excellent customer support and follow up whenever necessary.
Technical Support Representative Duties and Responsibilities
Job duties for technical support representatives vary based on the number of calls coming into the call center and the nature of the problems they must troubleshoot and fix. However, these core job tasks are common in all environments:
Answer Phones
Technical support representatives answer incoming phone calls and provide support to callers experiencing computer problems of all kinds.They listen to descriptions of customer issues and determine how and if they can be fixed.
Troubleshoot
Technical support representatives use information from customers to diagnose tech issues and walk customers through the steps needed to fix various problems.
Submit Service Requests
If customer tech problems cannot be handled over the phone, technical support representatives schedule a repair crew to fix problems on-site.
Maintain Database
Technical support representatives check for customer problems and fixes in the solutions database, and add new information to the database when and if new problems and fixes arise.
Log Calls
Technical support representatives keep logs of all calls answered and addressed, including dates and times.
Respond to Help Requests
Technical support representatives respond to emails and online chat requests for technical support.
Technical Support Representative Skills and Qualifications
Technical support representatives are good listeners and problem-solvers who can diagnose and fix computer problems based on very little information. Employers look for candidates who display the following essential skills:
Customer service
– technical support representatives use customer service skills to put customers at ease and help them solve their technical problems
Communication skills
– technical support representatives need excellent listening and verbal communication skills to understand customer complaints and clearly relay solutions to technical problems
Computer skills
– excellent computer skills are essential for technical support representatives, who must help others fix technical computer issues of all types
Data entry
– some data entry skills are a must-have for technical support representatives, who input information into support logs for each and every call they take
Time management
– technical support representatives use time management skills to prioritize customer calls and quickly address all customer tech problems
Problem-solving skills
– tech support representatives use their problem-solving skills to diagnose computer problems and fix them accordingly
Technical Support Representative Education and Training
Many employers require technical support representatives to have an associate’s or bachelor’s degree in information technology or a related field. However, some employers train technical support representatives as entry-level professionals and require no further education beyond a high school diploma or GED. All employers provide on-the-job training to tech support staff members, the length of which varies based on a candidate’s prior education or experience with tech support. During training, technical support representatives work closely with a senior support professional to learn how to take customer calls, look up problems in the solutions database, and log calls into the system.
Technical Support Representative Salary and Outlook
According to data compiled by the Bureau of Labor Statistics (BLS), customer service representatives earn $32,890 a year on average. Customer service representatives interact with customers in the same way technical support representatives do. The BLS projects this field will rise 5 percent through 2026, a rate that’s as fast as the national average. Technical support representatives who work full time typically receive basic benefits packages that include major medical coverage. Dental and vision insurance may also be provided. Vacation days and paid holidays are usually included in these packages.
Helpful Resources
Find job strategies, learn tech support techniques, and find educational resources with these books and websites:
HDI: The Association for Technical Support Professionals HDI offers training programs, certification courses, webinars, conferences, and forums for technical support representatives who want to advance their careers through education, training, and networking
Technical Support Essentials: Advice You Can Use to Succeed in Technical Support start learning the essentials of tech support and find out more about the topics tech support reps most commonly face with this book
ICCP this website has listings of college and university programs, information about scholarships and certification opportunities, and tech job training materials
IT Technical Support Troubleshooting Pocket Guide this pocket guide covers many basic tech problems and their fixes. The text is full of troubleshooting techniques and practical strategies for technical support representatives
Association of Support Professionals stay up to date on tech industry news and events with the ASP website
Help! The Art of Computer Technical Support get real-world strategies for diagnosing and solving tech problems with this book for technical support representatives of all skill levels
Information Technology Cover Letter Examples
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Technical Support Representative
Last edited by: Gabriela Barcenas, CPRW, Content Writer II -
Gabriela Barcenas
CPRW, Content Writer IIGabriela is a Certified Professional Resume Writer (CPRW) and career adviser. With 10 years of digital media experience and five years of resume writing expertise, her publication history includes fashion, education, travel, social justice, equitable design and career advice.
