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Senior customer support analyst skills for your resume and career

Updated January 8, 2025

5 min read

Below we've compiled a list of the most critical senior customer support analyst skills. We ranked the top skills for senior customer support analysts based on the percentage of resumes they appeared on. For example, 23.0% of senior customer support analyst resumes contained provide technical assistance as a skill. Continue reading to find out what skills a senior customer support analyst needs to be successful in the workplace.

15 senior customer support analyst skills for your resume and career

1. Provide Technical Assistance

Here's how senior customer support analysts use provide technical assistance:

Provide technical assistance to computer system users.
Provide technical assistance to education department -Create knowledge base solutions.

2. Customer Support

Here's how senior customer support analysts use customer support:

Revised Service Level Agreements and developed and implemented Operating Level Agreements for Customer Support platform
Crossed trained new Customer Support analysts and performed follow-ups on newly trained interface agents.

3. SQL

Here's how senior customer support analysts use sql:

Designed and implemented SQL Database for Northern Illinois Hospitals.
Performed various applications data mining functions using SQL queries to resolve Priority I-4 application data-related issues.

4. 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 senior customer support analysts use customer service:

Advised Customer Service management in troubleshooting and improving order management processes.
Assisted managers in coaching fellow phone representatives to improve their customer service

5. Customer Issues

Here's how senior customer support analysts use customer issues:

Resolved myriad of technology, data and customer issues, including modem configuration and data network connectivity.
Verify info and resolve customer issues.

6. 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 senior customer support analysts use technical support:

Provided second level technical support for banking products, included troubleshooting database issues.
Provided technical support for a Record-on-Demand system for Customer Response Centers.

7. Network Troubleshooting

Here's how senior customer support analysts use network troubleshooting:

Initial network troubleshooting and determination of appropriate escalation path.
General computer and network troubleshooting.

8. 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 senior customer support analysts use troubleshoot:

Maintain and troubleshoot software and hardware configuration for dedicated customers.
Provide expertise to Raiser's Edge users in software functionality as well as troubleshoot and resolve issues and error messages.

9. Call Tracking

Here's how senior customer support analysts use call tracking:

Documented all calls with regards to participant inquires accurately using Call Tracking System.
Documented detailed description of issues into call tracking program Service Manager.

10. Software Issues

Software issues are challenges related to the software installed in a computer that can be resolved by troubleshooting, bug fixes, and in extreme cases by a programmer. Software issues can cause the software to lag in the system, malfunction, or affect the entire function of the computer system in general.

Here's how senior customer support analysts use software issues:

Researched and documented software issues by creating step by step process documents and created knowledge how-to articles to clarify SmartStream functionality.
Point of contact for loaner laptop hardware/software issues.

11. System Issues

Here's how senior customer support analysts use system issues:

Research and problem resolution for customer related issues, operational and system issues, including making recommendations, proposals and implementation.
Raise incident tickets for emerging system issues based on event notifications generated automatically or reported through other channels.

12. SME

The term â€˜small and medium-sized enterprises' is meant to describe businesses of varied sizes who fall below certain limits and targets set by various organizations, such as the World Bank and the UN. SMEs, as they are commonly known, are an important part of any economy and generally, in healthy economies, should vastly outnumber other forms of business, such as multi-level corporations, because they collectively employ more people, pay better, and produce more money.

Here's how senior customer support analysts use sme:

Subject Matter Expert (SME) for Direct Ship from Japan Pilot Program project.
Provided Leadership by sharing SME knowledge through developing application primers and organizing training opportunities to mentor front line incident mangers.

13. Desktop

The term desktop commonly refers to the desktop computer also called a personal computer. A PC is named after a desktop as it is placed on or under the desk. A desktop computer consists of different accessories such as CPU, monitor, mouse, keyboard, speakers, etc. The desktop also refers to the graphical user interface that appears on a computer, displaying all the icons on the monitor screen.

Here's how senior customer support analysts use desktop:

Created and maintained functional documentation for Desktop hardware and software standards.
Provided desktop support and troubleshooting for organization.

14. Internal Projects

Here's how senior customer support analysts use internal projects:

Participate in internal projects assign by the management to improve our merchant s experience.
Led internal projects such as improvements to call flow processes and training development.

15. PC

Here's how senior customer support analysts use pc:

Support Team Leader for PC and networking support center.
Maintained correct network configuration on all user PC's and maintained networked printer configurations.

What skills help Senior Customer Support Analysts find jobs?

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

List of senior customer support analyst skills to add to your resume

The most important skills for a senior customer support analyst resume and required skills for a senior customer support analyst to have include:

Provide Technical Assistance
Customer Support
SQL
Customer Service
Customer Issues
Technical Support
Network Troubleshooting
Troubleshoot
Call Tracking
Software Issues
System Issues
SME

Desktop
Internal Projects
PC
Product Issues
Windows XP
KCS
Phone Support
Customer Inquiries
Level Support
XML
Problem Resolution
QA

Technical Assistance
End User Support
SharePoint
Customer Accounts
Payroll
Software Applications
Technical Issues
Process Improvement
PowerPoint
Application Issues
Unix
CSA

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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