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Top 50 Senior Customer Support Technician Skills

Below we've compiled a list of the most important skills for a Senior Customer Support Technician. We ranked the top skills based on the percentage of Senior Customer Support Technician resumes they appeared on. For example, 19.8% of Senior Customer Support Technician resumes contained Technical Support as a skill. Let's find out what skills a Senior Customer Support Technician actually needs in order to be successful in the workplace.

These are the most important skills for a Senior Customer Support Technician:

1. Technical Support

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high Demand
Here's how Technical Support is used in Senior Customer Support Technician jobs:
  • Delivered comprehensive and quality-driven technical support to European customer base.
  • Directed Customer Support and Technical Support Operation, liaison between clients, supervisors, and call center employees.
  • Provided functional and technical support for JD Edwards, web-based and client-based systems.
  • Provided real-time technical support for FileNET customers and partners; National and Offshore.
  • Provided technical support for internal customers (email, telephone, and online)
  • Worked directly with the Chief Accounting Officer on technical support issues.
  • Answer calls for technical support.
  • Provide exceptional technical support for internal and external voice and data product customers, while maintaining 100% NPS score.
  • Lead SaaS support on hosting environment Providing technical support to Vitria customers on Business Ware, M3O products.

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2. Customer Service

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high Demand
Here's how Customer Service is used in Senior Customer Support Technician jobs:
  • Elevated customer service-satisfaction; ensured the swift resolution of customer issues and preserved customer loyalty while I complied with company policies.
  • Provided exemplary customer services during each shift which resulted in promotion to a beverage supervisor.
  • Provide extraordinary customer services to ensure increased patronage and revenue growth.
  • Provided quality customer service on every call.
  • Interact with team members, management, and customers in reference to customer service issues as well as train new hires.
  • Provided friendly and prompt customer service via phone services to ensure timely resolution of all customer issues regarding systems and access
  • Possess an eye for details and always worked towards achieving quality customer service and enhance customer experience.
  • Ensured Customer Service Reps abides by all CA state laws regarding lunches and or overtime.
  • Interfaced with a myriad of personnel regarding customer service complaints, concerns and general information.
  • Acted as a liaison between USA Wholesale and Retail teams and Italian Customer Service.
  • Provided telephone technical support and customer service in a high volume call center.
  • Trained and motivated employees to meet and exceed customer service expectations.
  • Respond promptly to customer service calls.
  • Managed / supervised customer service team.
  • Provide a coherent knowledgebase and mentoring for junior customer service representatives.
  • Selected Contributions: Many gifts and recommendations were given by the florists for doing outstanding technical support / customer service.
  • Use excellent customer service skills in support of Teleflora Customers and other companies.

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3. Remote Access

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high Demand
Here's how Remote Access is used in Senior Customer Support Technician jobs:
  • Worked remotely via telephone and remote access software to diagnose issues and explain proper operational computer procedures.
  • Accessed employee computers through remote access in order to first hand diagnose and solve issues involving their system.

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4. Windows XP

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high Demand

5. Troubleshoot

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high Demand
Here's how Troubleshoot is used in Senior Customer Support Technician jobs:
  • Assisted School District Administrators with data uploads/edits/troubleshooting; often 50,000+ student records.
  • Worked with various telephone vendors to administer and troubleshoot BlackBerry devices.
  • Documented troubleshooting procedures and step-by-step processes to resolve issues.
  • Conducted in-depth analysis and troubleshooting of computer problems for customers; trained IT First level agents for first-call resolution.
  • Collaborated with the Enterprise Network Services and Data Center Teams on server hardware basic troubleshooting, provisioning and upgrades.
  • Conducted internal technical consulting and training to over 100 employees on POMIS issues and troubleshooting techniques.
  • Provide proactive troubleshooting, analysis, maintenance and performance tuning.
  • Identify and Troubleshoot issues with heart monitoring devices.
  • Performed Ethernet and FDDI network testing and troubleshooting.
  • Handle troubleshooting for minor equipment and/or technical issues.
  • Test and troubleshoot product functionality to identify insufficiencies and offer alternatives.
  • Supported and troubleshooted proprietary software Sitepro, Sentinel and Lynx.
  • Certified in Dell servers, storage, and networking troubleshooting through company partner program.Past Relevant Work Experience
  • Assisted overseas remote support with onsite troubleshooting of routers and switches.
  • Account setup/ managementprocedures Product/service troubleshooting Service/installation scheduling

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6. Hardware Issues

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high Demand
Here's how Hardware Issues is used in Senior Customer Support Technician jobs:
  • Attended Hewlett Packard Printer training in Houston and Atlanta to repair hardware issues with printers.

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7. Active Directory

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high Demand
Here's how Active Directory is used in Senior Customer Support Technician jobs:
  • Manage weekly enterprise inventory audits, resolved discrepancies using Active Directory and SCCM.
  • Added computers to active directory and joined to the domain.
  • Controlled active directory and their users and machine groups.
  • Reset passwords for Active Directory, UNIX, AS400, mainframe, VMS, SecurID, LDAP portal accounts as needed.

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8. PCS

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high Demand

9. Data Entry

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high Demand

10. VPN

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high Demand
Here's how VPN is used in Senior Customer Support Technician jobs:
  • Assisted customers with Blackberry, iPhone & iPad, VPN and VoIP issues.
  • Maintained and Troubleshot WAN, LAN, and VPN connections.

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11. Internet

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high Demand
Here's how Internet is used in Senior Customer Support Technician jobs:
  • Assisted customers in troubleshooting internet connectivity.
  • Respond to user questions and problems regarding application software, hardware, e-mail, and internet communications.

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12. Appropriate Accounts

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high Demand
Here's how Appropriate Accounts is used in Senior Customer Support Technician jobs:
  • Performed data entry and matched documents to appropriate accounts to ensure up to date information.

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6 Appropriate Accounts Jobs

No jobs at selected location

13. SLA

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high Demand

14. Accurate Information

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high Demand

15. External Customers

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average Demand
Here's how External Customers is used in Senior Customer Support Technician jobs:
  • Work with both internal and external customers to identify and resolve complex problems via telephone, email and case management.
  • Work in partnership with Developers and BA's when issues arise, to create solutions for internal and external customers.
  • Subject matter expert and go-to person for internal and external customers related to all Planeview software sales and distribution matters.

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16. Desktop

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average Demand
Here's how Desktop is used in Senior Customer Support Technician jobs:
  • Assisted desktop department with laptop deployment and software administration.
  • Perform remote desktop support for all employees in the Miami area, over 250 users.
  • Support IBM desktops and laptops, Xerox and HP printers, and Patient Touch devices.
  • Perform hands-on fix at the desktop level, including installing and upgrading software
  • Image and deploy desktop and laptop computers.
  • Image new desktops and laptops.
  • Provided on-site assessments and recommendations regarding business workflows; upgrades and/or improvements to desktop applications, and web content management systems.

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17. SQL

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average Demand
Here's how SQL is used in Senior Customer Support Technician jobs:
  • Researched and implemented Virtual servers for 50+ MS 2k3 Servers, with MYSQL, and 2k and 2k5 MSSQL server installations.
  • Performed Sybase / SQL Data manipulation, retrieval, and archive.

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18. Customer Complaints

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Here's how Customer Complaints is used in Senior Customer Support Technician jobs:
  • Resolved customer complaints on an as needed basis.

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19. Appropriate Personnel

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Here's how Appropriate Personnel is used in Senior Customer Support Technician jobs:
  • Answer telephones and respond to basic customer questions and forward calls to appropriate personnel.

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20. Data Integrity

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21. Knowledge Base

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average Demand
Here's how Knowledge Base is used in Senior Customer Support Technician jobs:
  • Maintained a knowledge base containing subsections for all supported software and hardware.
  • Maintain FAQ documentation and Knowledge Base documents for customers.
  • Use System NOW knowledge base system.
  • Use Remedy knowledge base system.

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22. Unix

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average Demand
Here's how Unix is used in Senior Customer Support Technician jobs:
  • Escalate Wintel and UNIX server, LAN/WAN outages to appropriate in-scope group.

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23. Weekly Basis

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average Demand

24. Technical Assistance

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average Demand
Here's how Technical Assistance is used in Senior Customer Support Technician jobs:
  • Provide technical assistance to education department -Create knowledge base solutions.
  • Help Desk/ Email Specialist Return Authorization Supervisor and Technical Assistance

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25. Software Applications

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Here's how Software Applications is used in Senior Customer Support Technician jobs:
  • Train and support Title and Escrow personnel in how to use all software applications available.
  • Instructed users on using software applications.

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26. Appropriate Parties

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average Demand
Here's how Appropriate Parties is used in Senior Customer Support Technician jobs:
  • Researched policyholder inquiries and responded to appropriate parties in a timely manner.

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27. Trouble Tickets

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average Demand
Here's how Trouble Tickets is used in Senior Customer Support Technician jobs:
  • Use 'Remedy' tracking software to record all trouble tickets.

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28. Direct Supervision

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average Demand
Here's how Direct Supervision is used in Senior Customer Support Technician jobs:
  • Record call on account history record with the results of the inquiry; initiate required confirmation without direct supervision.

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29. Multiple Clients

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average Demand
6 Multiple Clients Jobs

No jobs at selected location

30. Effective Processing

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low Demand
Here's how Effective Processing is used in Senior Customer Support Technician jobs:
  • Review and recommend modifications to procedures and workflow as necessary to ensure efficient and effective processing of transactions.

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31. Problem Resolution

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low Demand
Here's how Problem Resolution is used in Senior Customer Support Technician jobs:
  • Asked to learn new technologies, document, train employees and be the focal point for problem resolution.

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32. Telephone Messages

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low Demand

33. Setup

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low Demand
Here's how Setup is used in Senior Customer Support Technician jobs:
  • Imaged PC s, setup new hardware, recovered Termed users hardware, maintained inventory.

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34. UK

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low Demand
Here's how UK is used in Senior Customer Support Technician jobs:
  • Conferenced calls through WebEx with HSBC team in UK.

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35. Network Printers

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low Demand

36. Special Projects

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low Demand
Here's how Special Projects is used in Senior Customer Support Technician jobs:
  • Assist with special projects as needed.

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37. Proper Documentation

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low Demand

38. CRM

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low Demand

39. Voip

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low Demand
Here's how Voip is used in Senior Customer Support Technician jobs:
  • Provided Tier 1- 2 Support -Worked with VOIP/Alarms/Computers/Tablets/Smartphones -Became a Senior CSS -Multiple Awards and recognition
  • Positioned EPB as a provider of choice - Sold appropriate packages for HSI, RFTV, IPTV, and VOIP services.

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40. Powerpoint

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low Demand

41. Xerox

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low Demand

42. CSC

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low Demand
Here's how CSC is used in Senior Customer Support Technician jobs:
  • Utilize extensive knowledge of all procedures and data to ensure efficient support for employees of CSC.

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43. Technical Training

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low Demand
Here's how Technical Training is used in Senior Customer Support Technician jobs:
  • Served as coach/mentor for high school students within the Genesis Works Program, and provided hands on technical training.
  • Provided technical training as well as real customer cases to bring home the value of the products.
  • Provided technical training to Level 1 technicians on newly released hardware and software.

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44. Processes Requests

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low Demand

45. Conference Calls

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low Demand

46. Tcp/Ip

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low Demand

47. Component Level

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low Demand
Here's how Component Level is used in Senior Customer Support Technician jobs:
  • Test, troubleshoot to component level, repair, and calibrate complex electronic and electromechanical instrumentation sent to our service center.

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48. Microsoft Windows

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low Demand
Here's how Microsoft Windows is used in Senior Customer Support Technician jobs:
  • Operated Microsoft Windows applications including Word, Excel, PowerPoint, Outlook and customized business software.

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49. Life Insurance

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low Demand
Here's how Life Insurance is used in Senior Customer Support Technician jobs:
  • Issue life insurance policies for MetLife * Handle inbound and outbound calls responding to customer and agent inquiries.
  • Answered telephones and responded to basic policyholder s questions about their life insurance policy.

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50. Lotus Notes

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low Demand

Senior Customer Support Technician Jobs

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20 Most Common Skills For A Senior Customer Support Technician

Technical Support

27.6%

Customer Service

11.4%

Remote Access

8.5%

Windows XP

6.9%

Troubleshoot

5.3%

Hardware Issues

4.5%

Active Directory

4.2%

PCS

3.7%

Data Entry

3.7%

VPN

2.9%

Internet

2.9%

Appropriate Accounts

2.4%

SLA

2.4%

Accurate Information

2.1%

External Customers

2.1%

Desktop

1.9%

SQL

1.9%

Customer Complaints

1.9%

Appropriate Personnel

1.9%

Data Integrity

1.9%
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Typical Skill-Sets Required For A Senior Customer Support Technician

Rank Skill
1 Technical Support 19.8%
2 Customer Service 8.2%
3 Remote Access 6.1%
4 Windows XP 5.0%
5 Troubleshoot 3.8%
6 Hardware Issues 3.2%
7 Active Directory 3.0%
8 PCS 2.7%
9 Data Entry 2.7%
10 VPN 2.1%
11 Internet 2.1%
12 Appropriate Accounts 1.7%
13 SLA 1.7%
14 Accurate Information 1.5%
15 External Customers 1.5%
16 Desktop 1.3%
17 SQL 1.3%
18 Customer Complaints 1.3%
19 Appropriate Personnel 1.3%
20 Data Integrity 1.3%
21 Knowledge Base 1.3%
22 Unix 1.1%
23 Weekly Basis 1.1%
24 Technical Assistance 1.1%
25 Software Applications 1.1%
26 Appropriate Parties 1.1%
27 Trouble Tickets 1.1%
28 Direct Supervision 1.1%
29 Multiple Clients 1.0%
30 Effective Processing 1.0%
31 Problem Resolution 1.0%
32 Telephone Messages 1.0%
33 Setup 1.0%
34 UK 1.0%
35 Network Printers 1.0%
36 Special Projects 1.0%
37 Proper Documentation 1.0%
38 CRM 1.0%
39 Voip 1.0%
40 Powerpoint 0.8%
41 Xerox 0.8%
42 CSC 0.8%
43 Technical Training 0.8%
44 Processes Requests 0.8%
45 Conference Calls 0.8%
46 Tcp/Ip 0.8%
47 Component Level 0.8%
48 Microsoft Windows 0.8%
49 Life Insurance 0.8%
50 Lotus Notes 0.8%
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29,129 Senior Customer Support Technician Jobs

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