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Call center technician skills for your resume and career

Updated January 8, 2025

5 min read

Quoted experts

Kate Marek Ph.D.,

Joshua Davis Ph.D.

Below we've compiled a list of the most critical call center technician skills. We ranked the top skills for call center technicians based on the percentage of resumes they appeared on. For example, 31.6% of call center technician resumes contained center management as a skill. Continue reading to find out what skills a call center technician needs to be successful in the workplace.

15 call center technician skills for your resume and career

1. Center Management

Here's how call center technicians use center management:

Maintained service levels as set by call center management.

2. Patients

Here's how call center technicians use patients:

Communicated daily and developed professional relationships with Physicians and their offices regarding patients and prescriptions.
Processed high volume inbound telephoned refill requests directly from patients.

3. Technical Support

Technical support or tech support are the services provided by any hardware or software company to users. They help in solving the technical difficulties the customers face with their products or services. Moreover, the tech support employees maintain, manage, and repair the IT faults. They are also responsible for resolving the network problems, installing and configuring hardware and software.

Here's how call center technicians use technical support:

Coordinate and document repair efforts with direct fix organizations, providing technical support and ensuring problems are taken to complete resolution.
Develop content and consistently update training material for Technical Support analysts resulting in reduced training time and quick analysts' development.

4. Phone Calls

Phone calls are a wireless or wired connection made over a telephone or a mobile phone between two people. Two parties are involved in a phone call, the caller and the receiver. A caller dials the number of the one he wants to call, and the recipient hears a bell or a tune to which he picks up the call. The call establishes a connection between them through which they can communicate. The voice is converted into signals and is transmitted through wired or wireless technology.

Here's how call center technicians use phone calls:

Answer telephone calls to assist technicians encountering problems, verification of service restoration and resolution information.
Analyzed phone calls, correspondences, and documentation and facilitated quality assurance feedback.

5. Customer Service

Customer service is the process of offering assistance to all the current and potential customers -- answering questions, fixing problems, and providing excellent service. The main goal of customer service is to build a strong relationship with the customers so that they keep coming back for more business.

Here's how call center technicians use customer service:

Assisted callers with billing issues, provided tech support/customer service Advised callers on the best geographical/economical plans based on their calling/travel habits
Provided superior customer service with the ability to interact with all levels in the organization including senior leadership.

6. Customer Satisfaction

Here's how call center technicians use customer satisfaction:

Complete about 10 incoming calls/week, 30 coaching calls/month with an over 90% completion rate for customer satisfaction surveys.
Explain technician's results and resolve any customer complaints to customer satisfaction.

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7. Inbound Calls

Here's how call center technicians use inbound calls:

Serviced routine and non-routine inbound calls from security technicians.
Handled inbound calls, assisted customers with troubleshooting and general questions for nationwide internet and cable provider of over 100 properties.

8. Data Entry

Data entry means entering data into a company's system with the help of a keyboard. A person responsible for entering data may also be asked to verify the authenticity of the data being entered. A person doing data entry must pay great attention to tiny details.

Here's how call center technicians use data entry:

Call Center Tech SupportUpsell Communications Services and ProductsData Entry/Dictation
Assisted customers with data issues, report development and use, data entry and other advanced system functions.

9. Troubleshoot

Troubleshooting is the process of analyzing and fixing any kind of problem in a system or a machine. Troubleshooting is the detailed yet quick search in the system for the main source of an issue and solving it.

Here's how call center technicians use troubleshoot:

Monitored donor/patient procedures and troubleshoot problems, as needed.
Worked with restaurant managers/operators to troubleshoot, triage, and resolve issues pertaining to the Aloha POS software and hardware.

10. Outbound Calls

An outbound call is made by the call center representative to the customers on behalf of the company. Such calls help increase sales and generate revenue for the organization.

Here's how call center technicians use outbound calls:

Processed customer tickets, set technician appointments, and performed outbound calls to follow up on unresolved issues.
Managed Inbound/Outbound calls, Responsible for Electronic Health records, HIPPA compliance, and Addiction.

11. HIPAA

Here's how call center technicians use hipaa:

Maintained HIPAA privacy laws at all times
Maintain member's privacy per HIPAA rules Contributes to team effort by accomplishing related results as needed.

12. Customer Inquiries

Here's how call center technicians use customer inquiries:

Responded to customer inquiries and requests, resolving issues efficiently and professionally through multiple call center support applications.
Provided a prompt resolution of customer inquiries by providing appropriate information and best practices regarding video service issues.

13. OS

In technical terms, OS stands for "Operating System". It is a software that is used to run programs on the computer. An operating system acts as a link between the user and the hardware components. Windows, macOS, iOS, Linux are examples of an operating system.

Here's how call center technicians use os:

Provided customers with friendly step by step assistance in correcting computer OS and internet related issues and technical errors via telephone.
Level III Field Hardware/ Software and OS IBM field technician support.

14. Phone Support

Here's how call center technicians use phone support:

Assisted customers and technicians in technical phone support with troubleshooting, repair and scheduled maintenance of photofinishing equipment.
Provided telephone support diagnosing and resolving hardware and software issues

15. Technical Issues

Here's how call center technicians use technical issues:

Assisted customers with any technical issues experienced with the product and provided troubleshooting as necessary.
Researched and documented special technical issues including third-party hardware and software.

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What skills help Call Center Technicians find jobs?

Tell us what job you are looking for, we’ll show you what skills employers want.

What call center technician skills would you recommend for someone trying to advance their career?

Kate Marek Ph.D.

Director and Professor, Dominican University

If possible, find a paid internship in your area of interest, which will help expand your professional network and build your skillset. Use this time to keep scanning job ads to identify skill sets in demand; look for online mini-courses to make those skill sets.

What type of skills will young call center technicians need?

Joshua Davis Ph.D.

Lecturer, Carleton College

Studying mathematics is good practice for rigorous thinking and problem solving, which are valued across the workforce. For science and engineering applications, it is often also helpful to have R, Python, Matlab, or another popular programming language. But technical abilities get the graduate-only so far. They need interpersonal communication skills so that they can understand the needs of stakeholders and cooperate with colleagues. For this reason, many faculty at my school emphasize writing, speaking, listening, and teamwork skills.

What technical skills for a call center technician stand out to employers?

Chirag Parikh Ph.D.

Computer Engineering Chair, Grand Valley State University

If you ask me, I consider valuable experience over good paycheck. Once you have gained that experience the paycheck will follow. As soon as you are out of college, the knowledge gained is very fresh and raring to go. If put into the right place can enhance your technical skills and you can do wonders.
As a Computer Engineering professor, I would say the job opportunities are tremendous for students out of college as they can venture into hardware field (technical support, hardware engineer, test engineer and much more) as well as software field (software engineer, software developer, software tester and much more). The possibilities are endless.
With COVID and employees working remotely there is still ample opportunity to enhance your technical and interpersonal skills as I believe remote working might stay for a while till things get back to normal.

Do you want to know more?

List of call center technician skills to add to your resume

The most important skills for a call center technician resume and required skills for a call center technician to have include:

Center Management
Patients
Technical Support
Phone Calls
Customer Service
Customer Satisfaction
Inbound Calls
Data Entry
Troubleshoot
Outbound Calls
HIPAA
Customer Inquiries
OS
Phone Support
Technical Issues
Customer Calls

Customer Support
Computer Software
Mac
Problem Resolution
Computer System
Customer Problems
Technical Problems
CMS
Software Issues
Service Issues
Technical Troubleshooting
Desk Support
Internet Connectivity
Level Support
Customer Accounts
Customer Complaints

Help-Desk Support
Trouble Tickets
Customer Issues
Call Center Support
Password Resets
Windows XP
Connectivity Issues
Macintosh
VPN
Apple
Lotus Notes
Network Connectivity
VoIP
POS
Billing Issues

Updated January 8, 2025

Zippia Team

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

Updated January 8, 2025

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