Research Summary. Below we've compiled a list of the most important skills for a senior support specialist. We ranked the top skills based on the percentage of senior support specialist resumes they appeared on. For example, 17.5% of senior support specialist resumes contained customer service as a skill. Let's find out what skills a senior support specialist actually needs in order to be successful in the workplace.

  • The most common hard skill for a senior support specialist is customer service. 17.5% senior support specialists have this skill on their resume.
  • The second most common hard skill for a senior support specialist is technical support appearing on 8.2% of resumes. The third most common is troubleshoot on 6.9% of resumes.
  • Three common soft skills for a senior support specialist are customer-service skills, listening skills and problem-solving skills.

Below we've compiled a list of the most important skills for a senior support specialist. We ranked the top skills based on the percentage of senior support specialist resumes they appeared on. For example, 17.5% of senior support specialist resumes contained customer service as a skill. Let's find out what skills a senior support specialist actually needs in order to be successful in the workplace.

15 Essential Senior Support Specialist Skills For Your Resume And Career

1. 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 customer service is used on senior support specialist resumes:
  • Researched investigated and responded to customer service's managements request for building a training room especially for customer service training.
  • Provide technical and administrative support to multiple divisions throughout the organization including Procurement, Quality, and Customer Service.
  • Managed call quality monitoring for our test delivery partner to ensure they met contractual customer service requirements.
  • Provided support to Customer Service representatives support in busy call center environment for Cell phone provider.
  • Develop and implement ways to improve database integrity, customer service, and user-friendly application.

2. 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 technical support is used on senior support specialist resumes:
  • Trained and mentored 8 control computer operations technicians to meet daily deadlines, resolved computer operational problems and provided end-user technical support
  • Monitored all MasterCard International Credit Stand-ins transaction and provided technical support by monitoring and repairing routers and MIPS.
  • Created and manage technical support documentation for applications and solutions in University of Denver's production environment.
  • Provided expert technical support to end users on hardware/software installation, operation, troubleshooting and maintenance.
  • Provided first level technical support for large enterprise level high availability database systems product line.

3. 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 troubleshoot is used on senior support specialist resumes:
  • Worked to troubleshoot mainframe computer hardware and software before global customer delivery.
  • Installed, configured, troubleshoot Motorola wireless Manager servers.
  • Communicate problem issues with other support members, IT groups and external vendors to troubleshoot system problems and resolve application issues.
  • Provided advanced technical knowledge to resolve and troubleshoot incidents and requests within the Service Desk before escalating outside the team.
  • Monitor and troubleshoot all failed and suspended requests in distribution GUI and write Trouble Tickets using remedy as required.

And if you’re looking for a job, here are the five top employers hiring now:

  1. Ricoh Jobs (14)
  2. AT&T Jobs (70)
  3. Bank of America Jobs (41)
  4. JPMorgan Chase & Co. Jobs (30)
  5. Intuit Jobs (19)

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 phone calls is used on senior support specialist resumes:
  • Received phone calls, e-mails, and request for shift coverage prior to shift and minutes before a shift started.
  • Handled a high volume of feedback tickets and phone calls that dealt with site operations and user experience.
  • Answered inbound calls and made outbound phone calls to candidates in Phone Screen and for follow up information.
  • Answer telephone calls; analyze problems using automated diagnostic programs, and resolve recurrent difficulties.
  • Provided clients with efficient support; responding to phone calls, emails and in-person requests.

5. 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 data entry is used on senior support specialist resumes:
  • Expedited various other tasks and clerical duties, including answering telephones, typing, data entry, updating client information/records.
  • Instituted ISPF panels for the screen processing of data entry and report functions for interactive and batch processing.
  • Maintained patient files, data entry, insurance verification, worked on collections.
  • Assisted with data entry for the University financial and human resources systems.
  • Assist in the testing of databases, validation and data entry screens.

6. Computer System

Here's how computer system is used on senior support specialist resumes:
  • Use multiple computer programs to validate eligibility and provider contract information and accurately enter prior authorization information into the computer system.
  • Perform systems analysis duties in evaluating proposed computer systems or systems modifications to determine more effective and or efficient alternatives.
  • Worked with Business Solutions associates on the development and testing of internally used computer systems.
  • Performed break-fix and preventive maintenance on a variety of Intel-based computer systems.
  • Developed complex programs for advanced computer systems employing advanced techniques.

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7. Excellent Organizational

Here's how excellent organizational is used on senior support specialist resumes:
  • Exhibited excellent organizational and problem-solving skills.

8. Mac

A media access control or simply MAC is a network policy that identifies or determines how the data is being transferred in two particular servers through a network cable. The purpose of a MAC protocol is to prevent network or technical issues and simplify transferring the information or data.

Here's how mac is used on senior support specialist resumes:
  • Assisted customers with software installation for AT&T Communication Manager on Windows XP, Windows 7 and Mac OS.
  • Trained the prior Mac Users that were new to Windows, building proficiency and maximize value of the technology investment.
  • Exhibited technical knowledge and understanding of Microsoft operating systems NT, 2000, XP and Mac operating systems.
  • Service and supports Dell/ HP/ MAC workstations, laptops, and printers running in production environment.
  • Exported calendars not only from Windows environments but also Linux, Unix, and Mac OSX.

9. Desktop Support

Here's how desktop support is used on senior support specialist resumes:
  • Provide Executive and Executive Administration Desktop Support.
  • Performed desktop support of approximately 300 workstations.
  • Developed and led technical and desktop support team from initial facility opening with 75 staff to over 300 team members.
  • Provided help desk support to 4,500 Society members, and help desk and desktop support to 360 staff.
  • Performed desktop support for approximately 50,000 customers located in North America, UK, Germany and Ireland.

10. Management System

A management system is a set of policies, processes, and procedures taken by an organization or a business to ensure it can fulfill its tasks and achieve its objectives. A management system makes sure that the company excels financially and improves the user experience. The management system also takes care of the worker's and employees' needs and manages their workload and oversees their performance. Apart from interior matters of the company, a management system also deals with exterior matters like legislations, tax matters, and law issues.

Here's how management system is used on senior support specialist resumes:
  • Participated in training national sales force for several major pharmaceutical Territory Management Systems, along with development of related training materials.
  • Developed and maintained an understanding to contact center customer relationship management system and other systems used to generate and track data.
  • Consulted with hotel developers for electrical, cabling, and front desk specifications for property management system installation.
  • Maintained and updated the Warehouse Management System daily, verifying information and informing management team of all discrepancies.
  • Process engineering data from aerospace manufacturers' product data management systems to assist production and estimating departments.

11. PowerPoint

Here's how powerpoint is used on senior support specialist resumes:
  • Use of MS Word, Excel, PowerPoint, Internet, Email along with the specific systems used at this company.
  • Oversee creative projects for kickoff and annual office meeting to include but not limited to PowerPoint presentations and Excel.
  • Provide support with issues and how to questions on Microsoft Word, Excel, PowerPoint and Outlook.
  • Design and develop on-line courses using PowerPoint, Articulate, Captivate, and Flash.
  • Develop written communications to both internal and external entities using Microsoft Word and PowerPoint.

12. Software Applications

A software application is any computer program developed and used by consumers, such as Microsoft's suite of products (Office, Excel, Word, PowerPoint, Outlook, etc.), Internet browsers such as Firefox, Safari, and Chrome, or browser add-ons that Defendant preinstalls or causes to be preinstalled onto a Covered Product. The software application is designed to help the user perform specific tasks - personal, educational, and business functions.

Here's how software applications is used on senior support specialist resumes:
  • Assisted customers with various remote access software applications.
  • Performed train users to efficiently on software applications.
  • Administered numerous software applications for multiple client banks.
  • Supported our custom and vendor/partner software applications.
  • Support included in-house sales support, network troubleshooting and administration and software applications support (sales & development).

13. Remote Support

Here's how remote support is used on senior support specialist resumes:
  • Log me In Remote support to over 10 sites across the United States.
  • Provided end user and remote support all MWI employees.
  • Experience includes phone, email, chat support (LivePerson) and usage of remote support options including WebEx and GoToAssist/Citrix.
  • Provide occasional technical on-site support for Neighborworks Training Institutes along with remote support for CLI and PBT.
  • Provided onsite support to 1500 users across the facility and remote support to users overseas.

14. CAD

Here's how cad is used on senior support specialist resumes:
  • Collaborate with other CAD specialists to maintain a standardized AutoCAD working environment.
  • Trained and instructed subordinate cad specialists.
  • Investigate AutoCAD and MicroStation-related products, upgrades, and applications by procuring, installing and testing against the in-office CAD environment.
  • Modified an ESRI telephone data model and converted CAD maps to GIS as a standalone and in an Oracle data base.
  • Partnered with local and global CAD data creators to identify, develop, document, and implement best practices.

15. SME

The term '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 sme is used on senior support specialist resumes:
  • Assisted the floor as a SME during the week and on Saturdays.
  • Acted as SME; developed and delivered material and presentations.
  • Recognized as SME for Totes and Washroom.
  • Subject Matter Expert (SME) and liaison for The Joint Staff Service Desk on NIPR and SIPR DoD Enterprise Email.
  • Recognized as Department Subject Matter Expert (SME) for specific transactional activities.
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The eight most common skills based on Senior Support Specialist resumes in 2023.

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List Of Skills To Add To Your Senior Support Specialist Resume

According to recent trends, the most relevant senior support specialist Resume Keywords for your resume are:

  • Customer Service
  • Technical Support
  • Troubleshoot
  • Phone Calls
  • Data Entry
  • Computer System
  • Excellent Organizational
  • Mac
  • Desktop Support
  • Management System
  • PowerPoint
  • Software Applications
  • Remote Support
  • CAD
  • SME
  • SharePoint
  • Customer Support
  • Mobile Device Management
  • SQL Server
  • Technical Troubleshooting
  • Linux
  • Unix
  • Problem Resolution
  • Software Issues
  • LAN
  • Customer Issues
  • VPN
  • Android
  • SLA
  • Technical Assistance
  • Enterprise Support
  • Technical Issues
  • VMware
  • HTML
  • PCS
  • User Accounts
  • Teleconferencing
  • VoIP
  • Citrix
  • Trouble Tickets
  • QA
  • Training Materials
  • Windows XP
  • Network Support
  • Level Support
  • DNS
  • Inbound Calls

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Online Courses For Senior Support Specialists

One of the best ways to acquire the skills needed to be a senior support specialist is to take an online course. We've identified some online courses from Udemy and Coursera that will help you advance in your career. Since senior support specialists benefit from having skills like customer service, technical support, and troubleshoot, we found courses that will help you improve these skills.

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Gain the daily work skills and knowledge you’ll need for IT Technical Support career success. This course, part of the IBM Technical Support Professional Certificate, is designed for beginners with no prior IT experience or formal degree. Get an insider’s view into IT Support work. Learn about IT Support roles and levels, the support escalation matrix, ticketing systems, common support tools, and remote support software. Then, hear about career opportunities and career pathways from...

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