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Senior technical support agent skills for your resume and career
15 senior technical support agent skills for your resume and career
1. World-Class Customer Service
- Make educated customer recommendations on data plan options while providing world-class customer service.
2. VPN
A Virtual Private Network, VPN encrypts a device's internet access, activity, and identity through a secure server, making data theft and third-party traceability more difficult, and increasing the privacy and security of public and private networks, the internet, and Wi-Fi hotspots. The VPN is designed to protect one's system and network from being compromised.
- Configure Network settings for use of devices such as VPN configuration.
- Worked closely with development to reproduce and resolve complex security and VPN related issues for large/premium customers.
3. Customer Support
- Assisted the Director of Customer Support with various tasks in regards to the Customer Support department.
- Facilitated inter-departmental communication to effectively provide customer support.
4. Technical Issues
- Communicate with customers via phone and e-mail to resolve technical/non-technical issues and customer complaints.
- Resolve technical issues regarding fiber optic connectivity for customers, train new employees and assist with various types of reporting
5. Technical Problems
- Used interpersonal sensitivity and solution oriented skills to relate to customers and evaluate and handle their technical problems efficiently and effectively.
- Solved technical problems over the phone and via remote desktop connection and logged resolutions in ticketing system with service-oriented communication.
6. Remedy
- Log calls through the Remedy System * Assist USPS customers through the online chat feature.
- Documented all job duties in Remedy Action Request System.
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- Answered inbound calls for Frontier Communication Internet Department.
- Receive inbound calls on behalf of Samsung client to perform technical support on Samsung devices, such as phones and tablets.
8. Windows OS
- Performed malware removals on Mac OS X and Windows OS.
9. Customer Issues
- Provided feedback to the organization on customer issues and may participate in focus groups to review and rate tools provided.
- Career Highlights: Recognized for exemplary performance and client relationship development for quick and accurate resolution of sensitive customer issues.
10. Linux
Linux is a Unix-like operating system. Just like Windows, Mac OS, and IOS, Linux is an operating system used by millions across the globe. Android itself is powered by the Linux operating system. Linux manages all the hardware resources that are associated with your computer. The software is famous because of the protection it grants from viruses, malware, and crashes. The Linux operating system is entirely free and is an open-source software meaning it can be altered by those equipped with the knowledge to code.
- Performed troubleshooting for Enterprise level wireless network management server software Avalanche Mobility Center (Windows and Linux) and associated clients.
- Maintained system integrity and functionality utilizing extensive troubleshooting techniques on UNIX, Linux, and Windows based systems.
11. Internet Connectivity
- Provided technical support to customers over the phone to resolve any internet connectivity related issues they may have been having.
- Responded to calls and offer technical support to small businesses to reinitiate internet connectivity.
12. PC
- Updated Employment Training Manuals to include various technical and pc systems knowledge
- Recognized for delivering high-level technical support requiring diverse knowledge in specialized subject areas including numerous types PC hardware, application software.
13. Connectivity Issues
- Provided hardware and software support for broadband customers, includes troubleshooting many connectivity issues concerning all Microsoft and Macintosh Operating Systems.
- Troubleshooted and resolved software usage, data transfer, system and connectivity issues, escalating when necessary to ensure timely resolution.
14. TCP/IP
- Support and troubleshoot major operating systems, Windows 95/ 98/ NT/ 2000 and TCP/IP Protocols with Verizon Online Software.
- Configured network protocols including NetBEUI, TCP/IP, Microsoft file and print sharing.
15. 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.
- Communicated with end-users to resolve non routine computer hardware and/or software issues that involved eliminating configuration errors using debugging techniques.
- Collaborated with clients and internal programmers to rectify software issues experienced by customers and improved quality assurance of proprietary trading system.
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Director and Professor, Dominican University
List of senior technical support agent skills to add to your resume
The most important skills for a senior technical support agent resume and required skills for a senior technical support agent to have include:
- World-Class Customer Service
- VPN
- Customer Support
- Technical Issues
- Technical Problems
- Remedy
- Inbound Calls
- Windows OS
- Customer Issues
- Linux
- Internet Connectivity
- PC
- Connectivity Issues
- TCP/IP
- Software Issues
- Customer Calls
- Apple
- Mac
- Outbound Calls
- Customer Problems
- LAN
- Unix
- DSL
- Troubleshooting Assistance
- XP
- VoIP
- Software Applications
- Technical Assistance
- Customer Inquiries
- SQL
- Computer System
- Samsung
- POS
Updated January 8, 2025
