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Top 50 Senior Technical Support Agent Skills

Below we've compiled a list of the most important skills for a Senior Technical Support Agent. We ranked the top skills based on the percentage of Senior Technical Support Agent resumes they appeared on. For example, 14.6% of Senior Technical Support Agent resumes contained Customer Service as a skill. Let's find out what skills a Senior Technical Support Agent actually needs in order to be successful in the workplace.

These are the most important skills for a Senior Technical Support Agent:

1. Customer Service

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high Demand
Here's how Customer Service is used in Senior Technical Support Agent jobs:
  • Make educated customer recommendations on data plan options while providing world-class customer service.
  • Provided senior level customer service and technical support solutions.
  • Stay well informed with ever changing insurance industry to ensure GEICO's world class customer service requirement.
  • Assisted with first level of collections and delivered the highest level of customer service.
  • Demonstrated repeated, documented superior skills in customer service and dealing with the public.
  • Core Responsibilities: Providing Level 2 customer service for an inbound call center.
  • Received numerous awards & accolades for Excellence in Sales & Customer Service.
  • Started in Customer Service and was quickly promoted to Senior Agent.
  • Awarded the customer service award twice within six months.
  • Exceeded site performance CSAT goal of 91% by 3% in the first quarter via exceptional customer service skills.
  • Worked closely with team members to meet or exceed all customer service requirements.
  • Demonstrated mastery of customer service call script within specified timeframes.Addressed customer service inquiries in a timely and accurate fashion.

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1 Customer Service Jobs

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2. Internet

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high Demand
Here's how Internet is used in Senior Technical Support Agent jobs:
  • Second tier technical support for Residential, Business internet customers.
  • Answered inbound calls for Frontier Communication Internet Department.
  • Enhance customer relations and enact one call resolution for all problems related to dial-up connections, internet, and email issues.
  • Provided technical support to customers over the phone to resolve any internet connectivity related issues they may have been having.
  • Provided senior-level support for over 7 million users and prospective users of AT&T WorldNet Service Internet Service Provider.
  • Answered calls from customers needing assistance with dial-up MSN internet access.
  • Responded to calls and offer technical support to small businesses to reinitiate internet connectivity.

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3. Technical Support

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Here's how Technical Support is used in Senior Technical Support Agent jobs:
  • Provide technical support to end users by analyzing issue and providing resolution using concise instructions.
  • Implemented and maintained internal technical support website.
  • Level 2 Technical Support Engineer/Billing Support Agent
  • Provide technical support for business users of Capital One and Fannie Mae through phone, email, and chat applications.
  • Developed and trained 20+ agents and built the top performing team in HP technical support enterprise.
  • Assisted in the overall daily operations of the Dealer Technical Support Department.
  • Analyzed call journals maintained by Technical Support agents throughout the global enterprise.
  • Managed call flow and responded to technical support needs of customers.
  • Provided technical support to an average of thirty customers a day.
  • Supported the daily activities of the Technical Support Department.
  • Advanced technical support for HP notebook technical support.
  • Provide technical support at desk side.
  • Promoted from Technical Support Agent.
  • Provided Level 2 Technical Support of DLink networking products.
  • Provide technical support with USPS Webtools integration.

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4. Basic Trouble Shooting

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5. OS

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Here's how OS is used in Senior Technical Support Agent jobs:
  • Support Advanced Computer Networking, Computer Diagnostics and Repair, Blade Computer Support.
  • Identified and solved technical issues with a variety of diagnostic tools.
  • Displayed strong diagnostic, troubleshooting, documentation and problem solving skills.
  • Provide OS installation support using either USB or CD-ROM media.
  • Utilized hard drive ghosting software.
  • Performed web host troubleshooting through cPanel.
  • Top rated metrics within the iOS Teir 2 team.

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6. Phone Calls

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Here's how Phone Calls is used in Senior Technical Support Agent jobs:
  • Resolved escalated issues from internal and external clients by answering incoming technical support telephone calls and E-mails.

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7. Hardware Issues

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8. Remote Access

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9. Apple

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10. Mac

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Here's how Mac is used in Senior Technical Support Agent jobs:
  • Supported multiple versions of MS Windows, MS Office, Macintosh OSX and other business related software as well as required.
  • Configure HP and Dell machines to work with up to 4 displays.
  • Performed malware removals on Mac OS X and Windows OS.
  • Provided top notch service and support for Premium and Gold users (Consumer Dimension/Inspiron as well as XPS machines.)

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11. Computer Hardware

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12. PCS

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13. Network Printers

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14. DSL

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Here's how DSL is used in Senior Technical Support Agent jobs:
  • Provided senior level support for customer concerning dial up, DSL, Cable, Satellite and Home Networking.
  • Job duties consist of taking inbound calls from DSL customers who need help troubleshooting software related issues.
  • Provided customer's support with DSL hardware and software setup.

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15. Verizon

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Here's how Verizon is used in Senior Technical Support Agent jobs:
  • Support and troubleshoot major operating systems, Windows 95/ 98/ NT/ 2000 and TCP/IP Protocols with Verizon Online Software.
  • Assisted customers of Verizon, AOL, Motorola and CISCO in networks setups and router troubleshooting.
  • Provide technical support for Dial-up and Consumer DSL customers for Verizon Online.
  • Supported Verizon FIOS customers with technical issues on Verizon provide equipment.
  • Single point of contact for fully provisioned Verizon DSL subscribers.
  • Help launch mobile testing on the Verizon Fios Mobile app.

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16. Windows XP

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17. Customer Calls

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Here's how Customer Calls is used in Senior Technical Support Agent jobs:
  • Handle approximately 100 customer calls per day.

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18. Knowledge Base

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Here's how Knowledge Base is used in Senior Technical Support Agent jobs:
  • Maintained accurate and up to date records of all work using HP Ticketing Systems as well as in house knowledge base.
  • Report unusual issues to the Dell Oracle Knowledge base.

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1 Knowledge Base Jobs

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19. Software Applications

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Here's how Software Applications is used in Senior Technical Support Agent jobs:
  • Installed, configured and troubleshoot different software applications.
  • Subject Matter Expert for software applications.

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20. Voip

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average Demand

21. Samsung

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Here's how Samsung is used in Senior Technical Support Agent jobs:
  • Receive inbound calls on behalf of Samsung client to perform technical support on Samsung devices, such as phones and tablets.
  • Provide technical Support on Samsung Devices Generated and send letters to customers and specialized departments.

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22. Tcp/Ip

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23. New Agents

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Here's how New Agents is used in Senior Technical Support Agent jobs:
  • Train and Prepare new agents for live phone calls.
  • Trained and supported new agents.SENIOR TECHNICAL SUPPORT AGENT-PRODUCT SPECIALIST
  • Evaluate new agents through quality review.

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24. Linux

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25. VPN

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Here's how VPN is used in Senior Technical Support Agent jobs:
  • Configure Network settings for use of devices such as VPN configuration.
  • Provide remote access via VPN and Citrix.

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26. Active Directory

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Here's how Active Directory is used in Senior Technical Support Agent jobs:
  • Administer Microsoft Exchange and Active Directory.
  • Use Citrix to access external company applications such as Active Directory, Emulators, Enterprise and Blackberry Enterprise Server.

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27. Technical Problems

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28. Outbound Calls

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29. IP

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Here's how IP is used in Senior Technical Support Agent jobs:
  • Developed effective relationships with all call center departments through clear communication.
  • Performed testing of new and existing security system equipment.
  • Prepare manuals and train workers in use of new forms, reports, procedures or equipment, according to organizational policy.
  • Provided feedback to the organization on customer issues and may participate in focus groups to review and rate tools provided.
  • Follow strict policies and procedures by using multiple programs to help to fix and repair any phone issues.
  • Collaborate with 150+ peers, team leads, and engineers to maintain complete ownership of customers.
  • Analyzed all escalated issues from level 1 support to report trends to Support Leadership team.
  • Maintained leadership presence on the call center floor in the absence of management.
  • Configured cabling set top boxes to TV set up, third party equipment.
  • Configured network protocols including NetBEUI, TCP/IP, Microsoft file and print sharing.
  • Achieved multiple awards, trophies and plaques for excellence in performance.
  • Created and edited programs, scripts and batch files.
  • Obtained a thorough, working knowledge of TCP/IP
  • Process refunds for unused shipping labels.
  • Assist customer with general networking (TCP/IP, DHCP, DNS, etc.)
  • Edited and/or created HTML, ASP, PHP, SQL and JavaScript files.
  • Maintained a professional tone and mannerisms while assisting challenging clients while multi-tasking using multiple computer applications.
  • Major Accomplishments Promoted within 12 months for exceptional client relations and technical/leadership skills.
  • Conducted employee evaluations and disciplinary actions when needed 4.
  • View products at www.smarthome.com/insteon Subject matter expert on the troubleshooting and installation of IP network cameras.

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30. Complex Issues

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Here's how Complex Issues is used in Senior Technical Support Agent jobs:
  • Responded appropriately and quickly to customer's request, and typically resolve more complex issues.

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31. SQL

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32. Irate Customers

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Here's how Irate Customers is used in Senior Technical Support Agent jobs:
  • Managed 50-70 technical issues daily, while also handling irate customers through diffusion of complex issues.

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33. PCI

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Here's how PCI is used in Senior Technical Support Agent jobs:
  • Aided with web hosting migration, backups and PCI compliance.

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34. LAN

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Here's how LAN is used in Senior Technical Support Agent jobs:
  • Configured network firewalls and routers for LAN-to-WAN and WAN-to-LAN communication.
  • Lead set up of WIFI, LAN and WAN access.

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35. Technical Hardware

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Here's how Technical Hardware is used in Senior Technical Support Agent jobs:
  • Diagnosed and resolved technical hardware and software issues involving iOS devices and MAC, also iTunes on PC.

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36. Computer System

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Here's how Computer System is used in Senior Technical Support Agent jobs:
  • Provide customer service, hardware, and software usage support to Dell Personal Computer systems.

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37. Customer Complaints

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Here's how Customer Complaints is used in Senior Technical Support Agent jobs:
  • Communicate with customers via phone and e-mail to resolve technical/non-technical issues and customer complaints.
  • Receive and Deescalate customer complaints to ensure prevention of shrinkage
  • Resolved customer complaints and concerns with strong verbal and negotiation skills.

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38. Desktop

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Here's how Desktop is used in Senior Technical Support Agent jobs:
  • Provided troubleshooting assistance to small business customers' desktops, laptops and office jet printers.
  • Set up PC and Apple desktops and laptops and all types of mobile devices.

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39. Email Accounts

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40. Customer Problems

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Here's how Customer Problems is used in Senior Technical Support Agent jobs:
  • Resolved 90% of customer problems on the first call as a result of effective problem solving and troubleshooting.

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41. Special Projects

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Here's how Special Projects is used in Senior Technical Support Agent jobs:
  • Tracked all departmental statistics to include special projects and training issues.

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42. Trouble Tickets

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Here's how Trouble Tickets is used in Senior Technical Support Agent jobs:
  • Escalate the appropriate trouble tickets or dispatches to the appropriate high complexity team.

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43. Unix

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44. Technical Assistance

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Here's how Technical Assistance is used in Senior Technical Support Agent jobs:
  • Provide technical assistance with printing shipping labels.

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45. Available Resources

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Here's how Available Resources is used in Senior Technical Support Agent jobs:
  • Researched required information using available resources.
  • Coached representatives on policies and procedures of Online Banking, and direct representatives to resolve issues by navigating available resources.

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46. Cots

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low Demand
Here's how Cots is used in Senior Technical Support Agent jobs:
  • Train others in Microsoft Office applications and COTS software.

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47. Contact Information

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Here's how Contact Information is used in Senior Technical Support Agent jobs:
  • Update and maintain customer contact information.

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48. Multiple Computer Applications

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49. CMS

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Here's how CMS is used in Senior Technical Support Agent jobs:
  • Formulated several reports from CMS, Citrix, and Avaya to help shorten AHT/ACW daily.

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50. POS

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low Demand
Here's how POS is used in Senior Technical Support Agent jobs:
  • Developed and maintained positive customer relationships.
  • Utilized strong customer service techniques over the telephone to help shape a positive perception of Apple Computer and its brand.
  • Mentor new service agents on how to succeed in this position and what to expect on daily job duties.
  • Monitored customer's incoming calls, to provide positive feedback for strength and development.
  • Performed POS, Security Cameras, Server and Network troubleshooting and configuration.
  • Executed POS to Server and BOH Server to Server integration.
  • Provide technical support for the United States Postal Service Website.

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Senior Technical Support Agent Jobs

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20 Most Common Skills For A Senior Technical Support Agent

Customer Service

18.9%

Internet

9.4%

Technical Support

8.9%

Basic Trouble Shooting

7.8%

OS

7.8%

Phone Calls

4.9%

Hardware Issues

4.5%

Remote Access

4.2%

Apple

4.0%

Mac

4.0%

Computer Hardware

3.8%

PCS

3.3%

Network Printers

3.1%

DSL

2.9%

Verizon

2.9%

Windows XP

2.7%

Customer Calls

1.8%

Knowledge Base

1.8%

Software Applications

1.8%

Voip

1.6%
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Typical Skill-Sets Required For A Senior Technical Support Agent

Rank Skill
1 Customer Service 14.6%
2 Internet 7.2%
3 Technical Support 6.8%
4 Basic Trouble Shooting 6.0%
5 OS 6.0%
6 Phone Calls 3.8%
7 Hardware Issues 3.4%
8 Remote Access 3.3%
9 Apple 3.1%
10 Mac 3.1%
11 Computer Hardware 2.9%
12 PCS 2.6%
13 Network Printers 2.4%
14 DSL 2.2%
15 Verizon 2.2%
16 Windows XP 2.1%
17 Customer Calls 1.4%
18 Knowledge Base 1.4%
19 Software Applications 1.4%
20 Voip 1.2%
21 Samsung 1.2%
22 Tcp/Ip 1.2%
23 New Agents 1.2%
24 Linux 1.0%
25 VPN 1.0%
26 Active Directory 1.0%
27 Technical Problems 1.0%
28 Outbound Calls 1.0%
29 IP 0.9%
30 Complex Issues 0.9%
31 SQL 0.9%
32 Irate Customers 0.9%
33 PCI 0.7%
34 LAN 0.7%
35 Technical Hardware 0.7%
36 Computer System 0.7%
37 Customer Complaints 0.7%
38 Desktop 0.7%
39 Email Accounts 0.7%
40 Customer Problems 0.7%
41 Special Projects 0.7%
42 Trouble Tickets 0.7%
43 Unix 0.5%
44 Technical Assistance 0.5%
45 Available Resources 0.5%
46 Cots 0.5%
47 Contact Information 0.5%
48 Multiple Computer Applications 0.5%
49 CMS 0.5%
50 POS 0.5%
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23,199 Senior Technical Support Agent Jobs

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