Technical Customer Service Representative Resume Samples

Description :

1. Answering phone calls throughout the day relating to product, customer or technical issues.
2. Building relationships with distributors by providing top notch customer service.
3. Running monthly reports for department expenses (service order, RMAs, customer relations accounts, etc.).
4. Staying up to date with individual state plumbing codes pertaining to bath products (baths, sinks, etc. ).
5. Inspecting special order products and make sure they meet MTI baths standards.
6. Troubleshooting electrical systems pertaining to pumps, blowers, heaters, solenoids and so on.
7. Assisting the distributors and sales reps with MTI baths policies and procedures in regards to orders and RMA requests.
8. Processing warranty claims and dispatch technicians on service orders covered by MTI baths warranty terms.
9. Praising in MTI baths monthly newsletter, numerous times, for outstanding customer service (copies of newsletters and individual emails available upon request).
10. Nominated as replacement for MTI baths customer service manager, upon retirement.

Experience

5-7 Years

Level

Executive

Education

High School

Description :

1. Responsible for overseeing the transition of newly acquired license from beginning to end.
2. Reviewing all sales orders and business-related activities to ensure contract compliance.
3. Responding quickly, courteously, discreetly and accurately by phone, fax or mail.
4. Responsible for developing and maintaining a relationship with major airlines such as United, American Airlines, Delta, Air France etc.
5. Liaising support during pre-delivery and post-delivery including activities within order processing, customer relations, and sales support.
6. Meeting the customer due dates on all orders or notifying the customer as early as possible if a delay is imminent.
7. Developing a good working relationship with internal and external customers.
8. Responsible for generating information to support forecast and buy ahead request that support MRO Turn-Around-Time (tat).

Experience

10+ Years

Level

Consultant

Education

BS

Description :

1. Assisting the agents with questions on next steps needed to help the customers.
2. Offering guidance to agents on where to locate within resource tools to guide them through calls with confidence.
3. Coaching agents to improve their metrics and performance to help towards their success and to ensure company standards are exceeded, when the team lead is away, manage the team as if the lead was there themselves. 
4. Processing the needed emails to company groups to make sure issues related to employees, orders, and broadcasting business is correctly reported and monitored.
5. Working to maintain team morale and make sure they are kept directed towards excellence.
6. Answering calls from customers, dealing with issues from issues with signal/service to billing issues.
7. Troubleshooting issues with signal issues, equipment issues, connection issues, and any other issues where customers are not receiving optimal service from DirecTV.
8. Processing the orders for customers can be installation orders, work orders for service issues, or equipment replacement orders when customers need a receiver or remote replaced.
9. Maintaining company standards as for metrics, such as handle time, claims, callbacks.

Experience

7-10 Years

Level

Management

Education

BS

Description :

1. Answering large volume of inbound calls and dispatch service request calls as needed to the service representative.
2. Providing professionally written responses to internal/external customers via phone, email, and fax.
3. Effectively and efficiently addressing the customers special needs and requirements, including the resolution of complaints and issues.
4. Providing support to field sales representatives and customers such as SDS interpretation, specific product information(properties, usage, test factors etc. ), cross reference of products, product specification sheets, and labels.
5. Identifying the trend with product/equipment issues and cross-functional departments to determine the root cause and fix.
6. Actively participating in ongoing training to develop expertise- (subject matter expert).
7. Maintaining the acceptable metrics as set out by the customer service division.
8. Communicating with quality control, regulatory, RD etc. on regular basis.

Experience

10+ Years

Level

Consultant

Education

Business Administration

Description :

1. Answered inbound calls and provided assistance with customer questions that surrounded technical support for GPS services.
2. Partnered with car dealerships to help resolve technical issues with customers implementing Bluetooth and GPS devices.
3. Verified customer issues, and acted as a liaison between customers and appropriate departments to obtained viable resolutions.
4. Drove revenue and customer loyalty by researching discounts and specials available to long-term customers.
5. Communicated regularly with executives and customer advocates, following up on action items that were requested by leadership.
6. Screened and handled email and telephone communications, escalating issues per guideline criteria.
7. Maintained and supported the web-based learning resources in a large enterprise environment.
8. Performed highly complex troubleshooting of telephone and internet customer care issues (provisioning, switch related, and network related issues).

Experience

2-5 Years

Level

Junior

Education

High School

Description :

1. Responsible for answering customers technical calls efficiently, accurately and in a professional manner using excellent customer service skills.
2. Responsible for contacting customers re customer service issues specifically with a view to retaining customers or checking for potential fraud.
3. Assuming responsibility for learning, in detail, about company products and using this knowledge to solve customers technical problems and seeing these through to completion.
4. Identifying and records all customer calls and providing troubleshooting aids to assist colleagues in solving problems for the future.
5. Providing the comprehensive quality feedback and suggestions on training needs, other improvements and quality shortcomings to their team supervisor.
6. Reporting accurately on calls inbound and outbound, recording calls and call details on company systems.
7. Providing billing payment inquiries plus navigation of both equipment and website features functions.

Experience

10+ Years

Level

Consultant

Education

CIS

Description :

1. Recognized for having one of the top 10 top ops (overall performance score) in March 2016.
2. Answering incoming calls for potential and current subscribers of Gannett publications.
3. Identifying the customers' needs, clarifying information, researching every issue and providing solutions and/or alternatives.
4. Assisting the customers with updating account information such as the payment method or due date.
5. Adhering to the daily schedule and meeting the quality and efficiency requirements.
6. Training new employees on how to keep the proper call flow to minimize dissatisfaction and increase customer loyalty.
7. Took inbound calls to resolve issues with delivery of more than 100 different newspapers across the US.
8. Assisted the customers' inquiry with starting a new subscription by providing detail and value of the newspaper. 

Experience

2-5 Years

Level

Junior

Education

Associates

Description :

1. Communicated the technical guidance and instruction to staff and end users on the use of applications and systems.
2. Received, prioritized, documented and actively resolved the end user requests, tickets, and tasks.
3. Tracked open tickets and monitored the ticket progress and closed ticket items when problems are resolved.
4. Interfaced with the HR generalist and international partners to resolve issues involved with active directory and PeopleSoft for access to learning and development resources.
5. Resolved hardware/software conflicts or malfunctions, usually via Webex or similar live online session.
6. Received and processed support requests via phone or email/ticket system.
7. Process return phone calls to customers if technical problems were incurred during the customer's initial incoming phone call.

Experience

2-5 Years

Level

Junior

Education

MA

Description :

1. Processing orders, forms, and requests from customers and internal departments.
2. Developing and maintaining the positive relationships with new and existing clients.
3. Serving as the primary contact for clients and providing high-level customer service.
4. Training the new and existing employees on system processes and bau activities.
5. Providing product and service guide to the client based on their purchasing requests.
6. Providing answers to clients by identifying problems, researching answers and guiding clients through corrective steps.
7. Greeting the inbound calls with the highest standards of courtesy and professionalism.
8. Responding to customer inquiries and concerns about current or past bills by researching and identifying solutions.
9. Generating new business and expanding relationships with current customers by selling products and services.

Experience

5-7 Years

Level

Executive

Education

BA

Description :

1. Served as the main technical support contact for over 200,000 customers in over 80 different countries.
2. Implemented a help desk system to handle and track all customer issues and trends.
3. Created a knowledge base to help customers self-service and allow sharing of cross-departmental information.
4. Trained other staff to deal with technical issues and established response guidelines.
5. Traveled internationally to provide on-site technical and product support at various events.
6. Assisted in managing customer database and other backend customer service platforms.
7. Handled customer calls and emails troubleshooting technical issues in a professional, efficient, and effective manner.
8. Provided information needed to make a purchasing decision regarding their account. Accurately entered subscriber data into GICS, updating information as necessary.
9. Maintained a thorough understanding of the products and services supported by the GCSC.
10. Followed-up with subscribers to ensure resolution of concerns or requests.
11. Maintained scheduled adherence and was able to react to change productively and handle other essential tasks as assigned.

Experience

2-5 Years

Level

Junior

Education

BS