Technical Support Representative Resume Guide

Technical support representatives provide assistance to customers who are having technical difficulties with their products or services. They troubleshoot issues, answer questions, and help resolve any problems the customer may be experiencing.

Your technical knowledge is unparalleled, making you a great candidate for any tech support role. But employers won’t know that unless you let them know. To make yourself stand out from the competition, create an impressive resume that highlights your qualifications and experience.

This guide will walk you through the entire process of creating a top-notch resume. We first show you a complete example and then break down what each resume section should look like.

The guide is divided into sections for your convenience. You can read it from beginning to end or use the table of contents below to jump to a specific part.

Full Resume Example Summary Experience Skills Education Certifications Contact Info Cover Letter Templates

Technical Support Representative Resume Sample

Sherwood Veum
Technical Support Representative

[email protected]
642-539-3907
linkedin.com/in/sherwood-veum

Summary

Passionate technical support representative with 5+ years of experience providing the highest level of customer service and technical assistance to customers. Exceptional problem-solving skills, strong communication abilities, and an understanding of IT systems have enabled me to consistently exceed targets for resolution time by up to 20%. Seeking a role at ABC where I can utilize my expertise in troubleshooting hardware/software issues, resolving complaints quickly and efficiently.

Experience

Technical Support Representative, Employer A
Stockton, Jan 2018 – Present

Streamlined the onboarding process for new technical support staff, reducing training time by 50%.
Presented professional and effective customer service to over 500 clients daily; increased customer satisfaction ratings by 12% in the last quarter.
Mentored 8 junior technical support representatives on troubleshooting techniques, resulting in a 20% decrease in call resolution times.
Tested network systems for stability and reliability issues using various diagnostic tools; identified 6 major system flaws within 2 hours of testing each day and provided timely resolutions as necessary.
Meticulously monitored IT equipment performance levels and conducted routine maintenance checks on all hardware components every 4 weeks; minimized downtime incidents from 25 to 5 per month on average.

Technical Support Representative, Employer B
Chesapeake, Mar 2012 – Dec 2017

Reduced user tech support requests by 25% over a 6-month period through regular system maintenance and proactive troubleshooting.
Participated in the development of new technical support processes, procedures and methods to improve customer satisfaction ratings by 10%.
Actively provided 24/7 IT assistance to customers via telephone, email, instant messaging or face-to-face contact; responded to an average of 80+ inquiries per day with 95% resolution rate within 48 hours or less.
Spearheaded training initiatives for 15 junior technicians on all software applications and hardware platforms; successfully reduced errors reported from end users by 50%.
Diagnosed complex network issues quickly using various diagnostic tools such as ping tests & port scans; resolved 85+ incidents within 2 hours each month without incurring additional costs for clients.

Skills

Troubleshooting
Technical Support
Computer Hardware
Windows
Networking
Customer Satisfaction
Team Leadership
Time Management
Teamwork

Education

Associate Degree in Computer Science
Educational Institution XYZ
Nov 2011

Certifications

CompTIA A+ Certification
CompTIA (Computing Technology
May 2017

Related Resume Examples

All Examples

1. Summary / Objective

A resume summary/objective is the first impression you make on a potential employer. As a technical support representative, your summary should highlight your ability to troubleshoot and resolve customer issues quickly and efficiently. You could also mention any certifications or qualifications that demonstrate your expertise in this field, such as ITIL certification or experience with specific software programs. Additionally, it’s important to emphasize how well-versed you are in providing excellent customer service – after all, many of these roles involve direct contact with customers!

Below are some resume summary examples:

Amicable technical support representative with 4+ years of experience in providing technical assistance to customers. Skilled at troubleshooting and resolving customer queries quickly and efficiently through remote desktop, email, phone, and chat services. At XYZ, reduced incoming calls by 33% within six months due to exceptional problem-solving abilities. Received “Outstanding Customer Service” award for consistently delivering excellent service throughout the year.

Diligent and customer-focused technical support representative with 5+ years of experience providing quality service and problem resolution in a high-volume environment. At ABC, handled escalated customer issues to ensure customer satisfaction while meeting productivity goals. Received recognition for resolving over 65% of incoming inquiries on the first call. Eager to leverage my knowledge and skillset at XYZ Company to provide exceptional customer service.

Talented technical support representative with 9+ years of experience providing exceptional customer service and technical solutions to clients. Proven track record of quickly resolving complex issues while exceeding customers’ expectations. Seeking to leverage problem-solving skills and expertise in technology at ABC Tech as a Technical Support Representative, helping the company achieve its mission of delivering excellent tech services for their customers.

Driven and customer-focused technical support representative with 3+ years of experience providing exceptional service to customers in various industries. Experienced in troubleshooting hardware, software, and network issues while maintaining an excellent customer satisfaction rating. Seeking to leverage expertise at ABC Tech Solutions to streamline client communication processes and provide top-notch technical assistance.

Proficient technical support representative with 8+ years of experience providing technical assistance to customers. Skilled in troubleshooting a wide range of computer and software issues, as well as installing new systems. Commended for excellent customer service skills and ability to quickly solve complex problems. At XYZ, provided timely solutions that resulted in improved system performance by an average of 20%.

Professional technical support representative with 5+ years of experience providing technical assistance to customers. Skilled in troubleshooting hardware and software issues, offering product advice, and resolving customer queries. Seeking a role at ABC where I can utilize my expertise to help deliver excellent customer service. At XYZ, achieved an average CSAT ranking of 4/5 for each case handled in the past year.

Energetic technical support representative with 3+ years of experience providing timely, accurate customer service and technical assistance. At XYZ Inc., reduced resolution time by 20% and improved customer satisfaction rate to 95%. Skilled in troubleshooting hardware/software issues, answering product-related questions, resolving conflicts between users and programs, and managing multiple tasks simultaneously.

Well-rounded technical support representative with 5+ years of experience providing remote and on-site technical assistance. Highly skilled in troubleshooting hardware/software issues, resolving customer complaints, training users on new systems, and performing system maintenance. Seeking to join ABC Tech to utilize expertise in helping customers get the most out of their products and services.

2. Experience / Employment

For the experience section, you should provide details about your employment history. List the roles in reverse chronological order, with your most recent job listed first.

Stick to bullet points when writing this section; it makes it easier for readers to digest what you have written quickly. When stating what you did, be sure to include quantifiable results and detail on the tasks that were completed.

For example, instead of saying “Provided technical support,” you could say, “Provided remote technical support for customers via phone and email inquiries over a three-month period resulting in an average customer satisfaction rating of 9/10.”

To write effective bullet points, begin with a strong verb or adverb. Industry specific verbs to use are:

Troubleshot
Resolved
Diagnosed
Configured
Monitored
Assisted
Responded
Investigated
Documented
Analyzed
Tested
Upgraded
Trained
Supported
Educated

Other general verbs you can use are:

Achieved
Advised
Assessed
Compiled
Coordinated
Demonstrated
Developed
Expedited
Facilitated
Formulated
Improved
Introduced
Mentored
Optimized
Participated
Prepared
Presented
Reduced
Reorganized
Represented
Revised
Spearheaded
Streamlined
Structured
Utilized

Below are some example bullet points:

Resolved technical support queries for 200+ customers on a daily basis, reducing average resolution time from 2 days to 6 hours.
Responded quickly and efficiently to customer inquiries via email, phone and live chat; received commendations for providing excellent customer service in 75% of cases.
Facilitated technical training sessions with new hires as part of onboarding process; provided comprehensive guidance on system operation & troubleshooting techniques that increased employee productivity by 25%.
Confidently diagnosed hardware/software issues over the phone or remotely using tools such as remote desktop access software and TeamViewer while keeping customers informed throughout the entire process.
Upgraded existing systems with latest patches & security updates to ensure optimal performance and reduce potential risks associated with cyber threats; decreased total downtime due to system outages by 40%.

Demonstrated expert knowledge in resolving technical issues for over 200 clients, resulting in a 30% decrease of customer service requests.
Improved response times to client inquiries by 15%, ensuring that customers received timely and accurate support solutions.
Successfully troubleshot hardware and software problems using advanced diagnostic tools, reducing system downtime from 12 hours to 2 hours on average per incident reported.
Structured an effective organizational workflow process for handling incoming help desk tickets; resulted in improved productivity with 50+ calls handled each day without compromising quality standards or customer satisfaction levels.
Utilized remote access technology to provide assistance to customers located outside the local area; enabled efficient resolution of 95% of all queries within 24 hours or less as requested by users.

Represented the technical support team as the first point of contact for over 5,000 customer inquiries each month; achieved a 75% resolution rate within 24 hours.
Independently resolved complex software and hardware issues via remote desktop support tools in 80% of cases, saving an average of $1,200 per ticket.
Achieved 96% service level agreement targets with regards to response times and accepted call volumes on all customer tickets received during the year-end peak period.
Trained 15+ new hires on best practices related to providing technical assistance through phone, email & chat channels; improved efficiency by 20%.
Optimized existing processes related to troubleshooting network connectivity problems and system setup procedures which yielded 10 minutes reduction in time spent per task on average.

Compiled over 500 customer service tickets per week and responded to inquiries in a timely manner, leading to an overall improvement of 20% in client satisfaction.
Competently troubleshot technical issues for customers over the phone, performing remote diagnosis and resolving problems quickly with minimal disruption; decreased average call resolution time by 15%.
Analyzed system logs regularly to identify any recurring or potential errors that could negatively impact user experience, ensuring smooth operations across all systems at all times.
Introduced new IT strategies on the company-wide level such as automated software updates and patch management programs which improved network security by 25%.
Supported development teams during major product rollouts and upgrades; provided feedback based on testing results which contributed to successful launches of 8+ projects within 6 months period.

Monitored and managed incoming customer inquiries and technical support requests, resolving 80+ issues each day with an average response time of 15 minutes.
Substantially increased customer satisfaction levels by 40% through timely troubleshooting and resolution of software/hardware bugs and other related problems.
Developed a comprehensive set of user guides outlining step-by-step instructions for installing, configuring & using the company’s products; reduced customer service calls by 35%.
Documented all technical support cases in detail to maintain accurate records for future reference; improved efficiency across the team by 20 hours per month on average.
Assisted customers in setting up their accounts, identifying errors or malfunctions within systems, providing product demonstrations as needed and answering any relevant questions they may have had.

Prepared and tested new computer systems, software and applications for more than 200 users; reduced IT support call volume by 15% over a 6-month period.
Consistently monitored network performance levels to ensure optimal efficiency of all technical operations; identified potential issues before they became problems, reducing downtime by 8 hours per month on average.
Reorganized the customer database management system to improve access speeds and simplify data entry processes; achieved an increase in productivity of 11%.
Revised existing troubleshooting guidelines to provide clear instructions for resolving common user errors and inquiries; increased first-call resolution rate from 70% to 90%.
Coordinated with third-party vendors on installation projects such as server upgrades, hardware maintenance tasks & software rollouts – resulting in cost savings of $10K+ annually for the organization.

Educated over 500 users on how to use the company’s software, resulting in a 20% increase in customer satisfaction ratings.
Configured hardware and installed relevant updates for over 200 computers, reducing system crashes by 35%.
Advised customers with technical issues via phone or online chat; successfully resolved 80+ cases per day within an average of 15 minutes each.
Reliably fixed network problems and provided troubleshooting advice to clients from various industries such as banking, retail and healthcare sectors; reduced downtime by 45%.
Assessed existing systems at client locations & identified potential areas of improvement; implemented recommendations which led to a 10% overall cost savings on IT costs annually.

Expedited resolution of over 2,500 technical issues and inquiries from customers in a timely manner while providing accurate solutions to complex problems.
Investigated customer complaints using remote diagnostic tools, identified root cause of technical issues and proposed effective remedies within hours.
Troubleshot hardware/software malfunctions for desktop systems and mobile devices; reduced downtime by 20% on average per incident reported.
Formulated creative approaches to resolving user errors with software applications; improved resolution success rate from 45% to 95%.
Accurately documented all support activities in the ticketing system including actions taken, results achieved & follow-up procedures required for future reference purposes.

3. Skills

Even though two organizations are hiring for the same role, the skillset they want an ideal candidate to possess could differ significantly. For instance, one may be on the lookout for an individual with experience in troubleshooting hardware and software issues, while the other may be more interested in someone with customer service skills.

Therefore, it is important to tailor your resume’s skills section to each job you are applying for. This will help ensure that any applicant tracking systems used by employers can easily identify which of your qualifications match their requirements.

In addition to listing relevant technical support representative skills here, you should also discuss them further (if necessary) throughout the rest of your resume – such as in the summary or work history sections.

Below is a list of common skills & terms:

Active Directory
Call Centers
Communication
Computer Hardware
Computer Repair
Customer Satisfaction
Data Entry
HTML
Hardware
Help Desk Support
Java
Linux
Network Administration
Networking
Operating Systems
Problem Solving
Process Improvement
SQL
Servers
Software Documentation
Software Installation
System Administration
Team Leadership
Teamwork
Technical Support
Telecommunications
Time Management
Troubleshooting
Windows
Windows 7
Windows Server
Windows XP

4. Education

Mentioning an education section on your resume is dependent on how far into your career you are. If you just finished school and have no work experience, it’s a good idea to include an education section below your resume objective. However, if you already have years of technical support experience under your belt, omitting the education section altogether might be the better option.

If including an education section is necessary for this particular job application, make sure to mention courses or subjects relevant to the technical support representative role that demonstrate knowledge in problem-solving and customer service skills.

Associate Degree in Computer Science
Educational Institution XYZ
Nov 2011

5. Certifications

Certifications are a great way to demonstrate your knowledge and proficiency in a particular field. They can help you stand out from other applicants by showing that you have taken the time to gain an official qualification or certification in the subject matter related to the job role.

Including certifications on your resume is especially important if they are relevant to the position for which you are applying, as it will show potential employers that you have gone above and beyond what is expected of most candidates.

CompTIA A+ Certification
CompTIA (Computing Technology
May 2017

6. Contact Info

Your name should be the first thing a reader sees when viewing your resume, so ensure its positioning is prominent. Your phone number should be written in the most commonly used format in your country/city/state, and your email address should be professional.

You can also choose to include a link to your LinkedIn profile, personal website, or other online platforms relevant to your industry.

Finally, name your resume file appropriately to help hiring managers; for Sherwood Veum, this would be Sherwood-Veum-resume.pdf or Sherwood-Veum-resume.docx.

7. Cover Letter

Providing a cover letter with your job application is an excellent way to demonstrate your interest in the role and make a positive impression on the employer. It should be made up of 2 to 4 brief paragraphs that provide additional information about yourself, such as why you’re applying for the position and what sets you apart from other applicants.

A cover letter gives you more space than a resume does to explain who you are and why they should hire you. Writing one shows recruiters that not only have put effort into finding out more about their company but also demonstrates how well-suited and motivated you are for the role.

Below is an example cover letter:

Dear Jaden,

I am writing to apply for the Technical Support Representative position at XYZ Company. With over five years of experience providing technical support and customer service, I am confident I can be an asset to your team.

In my current role as Technical Support Specialist at ABC Company, I provide level 1 and 2 support for software applications. I troubleshoot issues and provide solutions via phone, email, and live chat. I also create knowledge base articles to help customers resolve common issues on their own. In addition to my technical skills, I have excellent communication and customer service skills. I am able to calm frustrated or angry customers and work with them until their issue is resolved.

The skills and experience I have gained in my current role make me confident that I would excel in a Technical Support Representative role at XYZ Company. My ability to quickly troubleshoot technical issues combined with my outstanding customer service skills would enable me to contribute immediately to the success of your team.

I appreciate you taking the time to review my application, and I look forward to speaking with you about this opportunity soon.

Sincerely,

Sherwood