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Top 50 Senior Technical Support Representative Skills

Below we've compiled a list of the most important skills for a Senior Technical Support Representative. We ranked the top skills based on the percentage of Senior Technical Support Representative resumes they appeared on. For example, 20.0% of Senior Technical Support Representative resumes contained Technical Support as a skill. Let's find out what skills a Senior Technical Support Representative actually needs in order to be successful in the workplace.

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

1. Technical Support

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high Demand
Here's how Technical Support is used in Senior Technical Support Representative jobs:
  • Coordinated delivery and integration of computer and electronic communications services and provided technical support to offices.
  • Managed workload of technical support group, reassigning and redistributing tasks as necessary to maximize productivity.
  • Utilized technical manuals and other technical support center resources to achieve efficient and timely resolutions.
  • Provided technical support assistance to customers using problem determination and problem source identification skills.
  • Provided technical support on all Cox Communication services.
  • Provided technical support to professional IT customers.
  • Participated and conduct projects to improve the process and techniques to improve the policy and procedures of the Technical Support Center.
  • Created and deployed trouble shooting guides to the entire Technical Support Team that improved response accuracy by almost 70%.
  • Provided hands-on technical support; troubleshot, diagnosed, and resolved customer hardware / software issues.
  • Served as escalation resource within technical support group to work on issues requiring in-depth analysis.
  • Provided networking and application technical support to field based system engineers working in learning labs.
  • Helped Technical Support reps with customer issues they were unable to find answers for.
  • Assisted the Team Leader in managing a team of 20-30 technical support representatives.
  • Provided technical support for canon cameras, lenses, flashes and accessories.
  • Provide support and mentoring for co-workers in the Technical Support department.
  • Performed and enabled remote technical support of IBM software and solutions.
  • Acted as a Team Leader for technical support representatives.
  • Conducted training of new members of Technical Support.
  • Provided Microsoft office 2000 technical support.
  • Researched and replied to end user rebate and technical support disputes though the Better Business Bureau and government agencies.

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2. Computer Hardware

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high Demand
Here's how Computer Hardware is used in Senior Technical Support Representative jobs:
  • Perform standard internet troubleshooting and computer hardware troubleshooting as needed.
  • Install, configure, repair, maintain, and update computer hardware and software, and computer peripherals.
  • Resolve User Software Issues and identified the Computer Hardware issues.
  • Provide assistance to clients via telephone and/or in person on computer hardware, software, networking, and business management issues.
  • Conducted user trainings regarding computer hardware, software, and applications.

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3. Customer Service

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high Demand
Here's how Customer Service is used in Senior Technical Support Representative jobs:
  • Developed highly empathetic customer relationships by using customer service and retention techniques to produce resolutions.
  • Cross-trained and provided back-up for other customer service representatives when needed.
  • Received numerous awards for both technical and customer service-oriented performance.
  • Trained Customer Service representatives in call center environment and retail.
  • Trained new customer service representatives.
  • Act as a customer service representative and answer questions about billing policies, account status, rates, and company procedures.
  • Cross-trained as customer service and billing agent so that I could assist with call queues in both departments when needed.
  • Train all Tech Reps on all products, processes, and procedures implemented to provide high quality customer service.
  • Monitor all Tech Reps and providing them with support to meet the customer service requirements of the department.
  • Served as technical resource; assessed and mentored junior technicians in an effort to improve customer service.
  • Organized team meetings, monitored customer service calls and provided coaching opportunities for my team.
  • Provided consistent quality of service, achieving Customer Service Experience Award 4 times.
  • Coordinated with Customer Service & R & D to resolve issues.
  • Determined training opportunities for agents to enhance their customer service skills.
  • Addressed customer service inquiries in a timely and accurate fashion.
  • Use troubleshooting skills and computer skills to achieve customer service.
  • Provide customer service and technical support via telephone.
  • Provided customer service and IT assistance for clientele.
  • Provided the highest quality customer service.
  • Power and Associates top ranking for Business Support IE 11 Testing Customer service

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1 Customer Service Jobs

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4. Software Products

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high Demand
Here's how Software Products is used in Senior Technical Support Representative jobs:
  • Mentored existing and new technicians with support and training on all existing and new Hewlett Packard hardware and software products.
  • Provided business tax software technical support for the complete line of GoSystem brand tax software products including Systems Support.
  • Provided technical support in a high volume center for all software products on both Mac and Windows platforms.
  • Assisted customers with technical issues and usability questions for more than 100 software products and websites.
  • Implemented testing procedures for company software products resulting in a significant drop in technical support calls.
  • Assist the Development Staff in designing, developing, and testing of software products.
  • Resolve 40 plus calls daily involving technical issues relating to software products.
  • Provide customer support via telephone and e-mail for Veritas Software products running on NT, NetWare, and UNIX platforms.
  • Provided technical and user support in Spanish to enterprise customers of Kronos software products.

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5. Internet

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high Demand
Here's how Internet is used in Senior Technical Support Representative jobs:
  • Execute step-by-step diagnosis and troubleshooting of internet and phone connectivity issues and render appropriate solutions to business and residential clients.
  • Supported residential and business subscribers on issues with internet connectivity and phone services.
  • Provided technical support for Cable TV, Internet, and VOIP phone service in a 24/7- 365 call center environment.
  • Provided phone technical support to West Central Net wireless internet customers, ADSL customers and dial up customers.
  • Take Phone calls and help customers solve the problems with their Internet connection and Internet Applications
  • Track and trended internet connection and modem issues as well as resolutions to resolve them.
  • Assisted clients with troubleshooting various internet and PC issues in a help desk environment.
  • Provide in-house technical support for commercial Internet (ISP/ASP) customers on Tier-2 level.
  • Assisted customers and employees with the resolution of complex Internet or data network problems.
  • Walk through initial setup and install of modem and confirming connection to internet.
  • Handled inbound calls to technical support department for AT&T Internet Services.
  • Administered wired and wireless networks and internet security protocols WEP and WPA.
  • Diagnosed and resolved most DSL and fiber internet issues.
  • Promoted to Wireless Internet Installer.
  • Provided phone technical support for Internet connection problems or Internet related applications Created support Web pages
  • Received incoming calls supporting Velocitus customers internet, and network connectivity.
  • Award for Highest Quality Score for Customer Service Provide day to day technical support for software and internet connectivity issues.
  • Assisted clients via inbound call center with problems relating to setup, installation and connection of internet services.
  • Supported connections of multiple Wi-Fi devices to high-speed Internet, tethering, wifi sharing and customer device configurations.
  • Assist level 1 support tier with SOP Monitor call and internet traffic Troubleshoot mobile cellular service connection.

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6. Phone Calls

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high Demand
Here's how Phone Calls is used in Senior Technical Support Representative jobs:
  • Monitored representative phone calls to verify technical accuracy and quality assurance.
  • Receive inbound phone calls to assist DirecTV customers with activation, billing, and advanced technical issues.
  • Provided technical support to customers, averaging around 50 phone calls daily.
  • Answered an average of 25 service desk phone calls per day.
  • Answered phone calls, scheduling appointments, and assisted customers.
  • Listened into phone calls to preform quality checks.
  • Answer phone calls and emails.
  • Receive and process incoming phone calls for consumers, which includes obtaining, entering, and verifying customer information (e.g.
  • Answered inbound telephone calls from customers with questions on how to install or repair Actiontec Electronics products.

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7. Email

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high Demand
Here's how Email is used in Senior Technical Support Representative jobs:
  • Cultivated customer relationships while providing technical support via telephone and email to merchants.
  • Delivered priority to customers who sent email directly to executives.
  • Assisted customers with email integration.
  • Provided technical assistance through inbound phone calls as well as email for customers experiencing technical problems with multiple games.
  • Provided technical and non-technical assistance both over the phone and email for the client to resolve various issue.
  • Manage several case queues and email boxes to handle a large volume of complicated customer needs.
  • Answer & resolve inbound calls, emails and chats from Technical Support queues as needed.
  • Managed User Accounts - add/removed users, email accounts, & configured access & user rights
  • Provided technical support in a call center atmosphere by phone, chat or email.
  • Provided phone, email and remote support to clients in a K-12 school environment.
  • Answered technical-support related emails, tickets, or phone calls from server owners.
  • Provide technical support for the customer base by phone, email and fax.
  • Support was delivered by telephone as well as email and web-based chat.
  • Educated customers while resolving their Email and/or network connection issues.
  • Responded to customer questions via chat, phone and email.
  • Provide inbound support via live chat, email and telephone.
  • Provided support for customers via telephone and email.
  • Help Desk Phone Support / Email Support.
  • Lead IIS, Email and Website administrator.
  • Respond to incoming emails from clients.

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8. Troubleshoot

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high Demand
Here's how Troubleshoot is used in Senior Technical Support Representative jobs:
  • Recommended solutions regarding technical concerns and explained troubleshooting procedures to home and small business customers via written and oral communication.
  • Worked directly with software administrators and end users to resolve issues ranging from basic functionality to network troubleshooting and installations.
  • Trained new employees on protocol and policy and demonstrated effective techniques for optimal troubleshooting.
  • Guided and educated customers through established troubleshooting procedures.
  • Performed troubleshooting on personal computers and laser printers
  • Documented troubleshooting strategies and implemented resolutions.
  • Performed troubleshooting for Canon software.
  • Worked with incoming technicians, providing training and troubleshooting expertise to help bring them into a cohesive team of support representatives.
  • Provided technical support to users by researching and answering questions; troubleshooting problems and guiding client through corrective steps.
  • Provide product knowledge, phone programming, and equipment troubleshooting for the sales force in the retail center.
  • Supported and Troubleshooted hardware such as: servers, workstations, networks, and peripherals.
  • Assist customer and Level I agents in troubleshooting Gateway PC systems including software and hardware.
  • Assist customer and Level I agents in troubleshooting Microsoft software.
  • Supported over 3000 employees through troubleshooting and escalation standards.
  • Provided troubleshooting of issues with the wireless network.
  • Acquired strong troubleshooting skills through High-Volume call center.
  • Mentored junior IT staff, teaching them tricks and tips for troubleshooting hardware and maintaining Outlook, and other installed software.
  • Used Macromedia Breeze, then Adobe Connect to access servers for troubleshooting.
  • Achieved high knowledge of company software and tools for troubleshooting.
  • Network troubleshooting Training new hires on company policies and PeopleSoft management Customer relations

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9. Hardware Issues

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high Demand
Here's how Hardware Issues is used in Senior Technical Support Representative jobs:
  • Communicated with customers to identify, troubleshoot and solve their GPS software and hardware issues.
  • Instructed training classes on software and hardware issues in a classroom setting.
  • Supported software and hardware issues via telephone.
  • Resolved major software and hardware issues.
  • Handled calls relating to computer software and hardware issues for over 400 users in a professional manner.

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10. Windows XP

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high Demand
Here's how Windows XP is used in Senior Technical Support Representative jobs:
  • Serviced various software from for Windows XP, Windows Vista, and Windows 7 computers.
  • Reinstalled Windows XP and Vista operating systems.

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11. OS

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high Demand
Here's how OS is used in Senior Technical Support Representative jobs:
  • Worked closely with management to provide information/feedback on agent performance and efficiency.
  • Installed, configured and troubleshot credit card software applications manufactured by Micros, Squirrel, and Panasonic.
  • Provision new Web Hosting accounts for new customers and upgrade Web Hosting package for existing customers.
  • Worked closely with co-workers as either a mentor or assisting with the research of customer issues.
  • Enter, update, and close tickets for service into Clarify and knowledge databases.
  • Developed, edited and supported various knowledge base communications for Microsoft MCSE Trainer manuals.
  • Managed 500+ pool vehicles, implementing improved tracking systems that resulted in reduced costs.
  • Assisted with reducing inventory levels of equipment cost by 50 thousand per month.
  • Customized electronic time card units in hospitals throughout the United States.
  • Diagnose and offer solutions for complex technical matters.
  • Skilled with Microsoft Office Suites 2007 and 2010.
  • Opened and closed tickets via Remedy Ticketing Software.
  • Enhanced standard cost to work with project/CAPEX projects.
  • Diagnosed product problems by identifying root cause.
  • Apply basic diagnostic techniques to identify problems.
  • Use of DOS and point of sale systems.
  • Helped customer determine if their loss of connection was on their end or cablevision's end.
  • Conducted sales outcalls to new prospects, generating over 300,000 new segments to business.
  • Assisted controllers, CFOs, and office managers with problems relating to accounting software.
  • Assist in closing center Remedy and now Service Now for ticket tracking Serve as the primary contact for all calls.

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12. Desktop

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high Demand
Here's how Desktop is used in Senior Technical Support Representative jobs:
  • Supported five hundred Personal Computer and Macintosh users including Nickelodeon * Setup and imaged Personal Computer/Macintosh desktop/laptop hardware for end users.
  • Performed system diagnostics on desktops, laptops and business workstations using Microsoft operating systems 98/2000/XP/Vista.
  • Supported desktop, notebook and wireless software/hardware.
  • Configure and Troubleshoot Apple Mac Email Clients, and Microsoft Outlook Express Client over the Phone and through Desktop Streaming.
  • Review current and emerging technologies for applicable uses within the company and distribute information to desktop support team and management.
  • Composed and maintained standard desktop images which were stored in two image servers using Microsoft 2003 server software.
  • Assist franchisees and technicians in troubleshooting software and networking issues via phone and remote desktop access.
  • Conducted training on desktop and web-based software and the common issues associated with them.
  • Provided 1st and 2nd level hardware support for Intel based desktop and portable computers.
  • Diagnose and repair Apple desktop and laptop hardware and software issues in house.
  • Maintained passwords, data integrity and file system security for the desktop environment.
  • Provide support for our Web-based products through email desktop and telephone support.
  • Repaired and maintained: desktops, laptops, printers, and scanners.
  • Implemented and maintained desktop and server standards based on IT standards.
  • Serve as a customer contact for desktop issues.
  • Utilize GoToAssist software to provide on-screen desktop support.
  • Use remote desktop software to support customer issues.
  • Provided technical support in areas such as desktop, help desk, and IT project support along with network troubleshooting/support.
  • Provided day-to-day technical support to employees for network infrastructure and internal desktop systems software and hardware.
  • Provide Laptop and Desktop configuration support for 12000+ Genentech Corporate users.

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13. Setup

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high Demand
Here's how Setup is used in Senior Technical Support Representative jobs:
  • Assisted customer in setup and configuration of modem/router.
  • Provided Residential customer resolutions for cabling/remotes/AV Setups.
  • Provided PC Setup and configuration remotely.
  • Perform account setup and network administration.
  • Installed Cisco routers, switches and wireless access points and setup HP printers and, Canon copiers and fax machines.
  • Coordinated setup, data transfer and communication changes needed to facilitate movement of users to the new shared environment.
  • Determine system capabilities, answer customer inquiries, assist in software installation, setup & use.
  • Work in a unique team setup where each member of the department acts as a manager.
  • Configured and deployed setups for new accounts which include MW Pro, Transport, Transport.
  • Provide technical support to users in the area of hardware and software setup or installation.
  • Helped clients setup program, gave tutorials on usage, how to use certain functions.
  • Helped setup SecureConnect, in order to receive exported claims from Helper.
  • Coordinated DSL installations and setup of DSL routers and equipment.
  • Utilized Citrix for Remote Administration and Networking setups.
  • staff at client locations through driver/software installation, migration, setup, and repair.
  • Help setup and troubleshoot user's VPN/Dial up connection.

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14. Network Printers

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high Demand

15. Voip

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average Demand
Here's how Voip is used in Senior Technical Support Representative jobs:
  • Completed advanced training on various products, including PACE and Motorola digital equipment, VOIP and HSDS products.
  • Assisted in the development of the VOSKY device for routing VOIP communications through business enterprise routers.
  • Performed daily reports on the overall health of the IBM VOIP Network.
  • Configured LAN/WAN - LAN-host configured VoIP PBX with NAT translation.
  • Used VOIP and was trained on DNS/DHCP.
  • Call tracing tactics with Empirix service software to diagnose and resolve clients VOIP switch issues.
  • Answer incoming calls related to technical problems such as down modem/routers, basic pc troubleshooting, voip issues, etc

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16. Tcp/Ip

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average Demand
Here's how Tcp/Ip is used in Senior Technical Support Representative jobs:
  • Configure and Troubleshoot the TCP/IP, problems, WIFI, and LAN Connectivity Problem.
  • Resolved network connectivity (LAN TCP/IP, DHCP) and application issues.
  • Provided technical support for Macintosh and PC-based TCP/IP platforms.
  • Worked on TCP/IP and other networking problems
  • Used tools to monitor and fix TCP/IP, VOIP, and SIP-related issues.

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17. DSL

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average Demand
Here's how DSL is used in Senior Technical Support Representative jobs:
  • Maintained optimal connectivity on T1 and DSL accounts for residential and commercial subscribers through e-mail and telephone correspondence.
  • Acquired knowledge of DSL technology and applied to job role to advance from Level 1 to Level 2 of technical support.
  • Assisted DSL technicians during installation to ensure CPE (Customer Premises Equipment) was properly operating.
  • Support for VDSL connections providing television, internet, and voice services over IP.
  • Supervised and trained a team of technical support representatives for the leading DSL CLEC.
  • Worked on broadband connection issues - DSL line, LAN and wireless issues.
  • Used ADNT to diagnose DSL circuits, cross connects, network traffic flow.
  • Processed and escalated trouble tickets for DSL and dial up power outages.
  • Support ONT, DSL and cable broadband at multiple business sites.
  • Provide DSL technical support for SBC Yahoo.
  • Worked with Field technicians to work on DSLAM for ADSL and VDSL lines.
  • Used _ to track DSL orders.
  • Provided Internet technical support for DSL/Dial-up customers; supervised a team of Level 1 representatives and provided approvals; trained new representatives
  • Provide technical support assistance to business and residential customers of 5 DSL ISPs.
  • Assisted customers with installation of modems for DSL/Dialup accounts.
  • Team Lead/Trainer/SPOC specializing in AT&T DSL & U-verse.
  • Provided phone support for dialup, residential and business phone products and DSL Provided training for new employees

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18. Problem Resolution

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average Demand
Here's how Problem Resolution is used in Senior Technical Support Representative jobs:
  • Provide guidance, problem analysis, problem resolution, and performance recommendations to internal customers.
  • Participate in development of knowledge-base for help desk use through documentation of undocumented problem resolution.
  • Ensured superior customer experience with active listening, empathy, and efficient problem resolution.
  • Provided thorough support and problem resolution for customers.
  • Developed various resources such as emulators and tips for other team members to improve their efficiency in problem resolution.
  • Calm angry callers, repair trust, locate resources for problem resolution and design best-option solutions.
  • Serve as technical liaison between client and vendors for problem resolution.
  • Directed members of Technical Support Team through problem resolution.

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19. LAN

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average Demand
Here's how LAN is used in Senior Technical Support Representative jobs:
  • Supported Point of Sale software and hardware for customers with up to 300 units running over LAN, VPN, WAN.
  • Work as customer's advocate in dealing with the customer's local phone provider to resolve issues with their land line.
  • Ensured Customers requirements were met and activities were addressed for changes impacting current and planned technologies and networks.
  • Execute project plans, resolution of issues and communication of project status to management and team members.
  • Planned, developed, and led interactive skill-building training classes for other technical support representatives.
  • Balanced the customer's needs against T-Mobile's credit and fraud policies and risk procedures.
  • Headed up the LAN and IP Telephone upgrade and migration for the 12th floor.
  • Work closely with NOC and field technicians in Orlando and South Florida areas.
  • Developed and implemented a documentation plan for IBM's VoiceType 3.0 toolkit.
  • Performed on-site Banyan LAN connector and e-mail training to NIKE users.
  • Maintained and Troubleshot WAN, LAN, and VPN connections.
  • Performed network maintenance and troubleshooting for LAN/WAN networks.
  • Monitored and managed tech staff for load balancing.
  • Managed the continuity of the NT 4.0 LAN.
  • Provided support for Primavera Project Planner on Windows operating systems.
  • Worked in a [ ] NOC providing tier 2 technical support of WAN/LAN networks.
  • Contributed LANDesk PowerShell scripts, utilizing Management Suite and Asset Lifecycle Manager.
  • Documented and tested customer migration from basic professional plans to the new Comcast Webhosting and Business Development plan.
  • Provided hardware and software technical support for customers on LAN/WANs using broadband and dialup connections.
  • Provide onsite assistance to the offsite LAN and WINTEL server teams.

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20. SQL

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Here's how SQL is used in Senior Technical Support Representative jobs:
  • Content Manager Web: Microsoft IIS / SQL 2008/ 2012 database application, installed set up locked down troubleshot for clients.
  • Created SQL queries as specified by the client to create database reports.
  • Research and correct data storage issues in Microsoft SQL Databases.
  • Worked with Technical Specialists with issues involving SQL database searches.
  • Supported Windows Server 2003, SQL 2005, ECM, Switches, POS terminals, and POS applications.
  • Performed power cycle/reset/flashing smartphone hardware Performed SQL installs on I devices.

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21. Android

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average Demand
Here's how Android is used in Senior Technical Support Representative jobs:
  • Advanced troubleshooting on Android operating device, to include remote access to customers' mobile devices and personal computers.
  • Report bugs for apple and android systems that won't work with the wink app.
  • Configure the Email Client on the Apple Phone and Android Phone.
  • Configure and Troubleshot the Mobile application for TV on Android, Apple Phone, Kindle Fire, and Ipad.
  • Support of PC/Mobile operating systems including Windows XP/7/8 and Android/iOS/Windows Phone.

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22. Trouble Tickets

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average Demand
Here's how Trouble Tickets is used in Senior Technical Support Representative jobs:
  • Provided detailed documentation and status updates on trouble tickets.
  • Monitor Trainee and L1 call times, assist with calls, and approve trouble tickets and escalating of issues.
  • Logged trouble tickets and resolved issues within the allotted time per service level agreements.
  • Used computerized systems to complete trouble tickets, handled email support quickly and accurately.
  • Used Remedy to create, annotate, assign, and escalate trouble tickets.
  • Created and completed trouble tickets, escalated and coordinated with engineering groups.
  • Managed trouble tickets by monitoring incoming and outgoing tickets.
  • Created, reviewed and follow-up on trouble tickets.
  • Created, distributed and resolved trouble tickets.
  • Create and work support trouble tickets.
  • Submitted network trouble tickets when issues were not caused by customer-provided equipment and could not be fixed through over-the-telephone troubleshooting.
  • Created trouble tickets and followed up with clients in a timely manner.

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23. CRM

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Here's how CRM is used in Senior Technical Support Representative jobs:
  • Perform troubleshooting of company equipment remotely and create repair appointments through IDA CRM platform.
  • Manage and work support tickets per industry best practices and utilizing existing CRM systems.
  • Helped transition Client Support from an in-house CRM to the Oracle RightNow CRM.
  • Worked on CRM tool to open network related cases.
  • Required to document all customer interactions in CRM system.
  • Managed customer support cases via SalesForce CRM.
  • Maintain account service records in the CRM.
  • Log calls into a CRM tracking system.
  • Make appointments for customer through CRM system.
  • Used CRM software such as Brock TC99, Remedy and Sales Force to create cases.
  • Open, track, maintain and close issues in the CRM system.
  • Utilized CRM applications to maintaine records and accurate documentation for technical support.
  • Used CRM to manage clients information.

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24. Level Support

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Here's how Level Support is used in Senior Technical Support Representative jobs:
  • Help Desk Representative duties include providing in-house second level support for Technical Support Representatives.
  • Provided second level support for calls requiring complex problem solving/investigative skills.
  • Provided 1st and 2nd level support for IBM's dynamic publishing solution for on-demand marketing brochures and surveys.
  • Promoted to senior level support to assist in wider range of issue resolution for customers.
  • Provided second-level support for Fidelity s electronic trading applications and OFX downloads via help desk.
  • Provided 1st and 2nd level support including network connectivity and PC hardware/software issues.
  • Second level support at the AT&T site in Mesa, Arizona.
  • Provided second level support for customers with equipment and service issues.
  • Provide advanced level support for Fiber to the Premise equipment.
  • Provided second level support to on site field support.
  • Provided second-level support for Dell OptiPlex and Latitude systems.
  • Provided second level support for customer issues and coached first level technicians to resolution..

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25. Escalate

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average Demand
Here's how Escalate is used in Senior Technical Support Representative jobs:
  • Created utilities and procedures to allow quicker resolution of escalated problems.
  • Worked with management and customers to resolve escalated technical issues.
  • Investigated and resolved escalated software and hardware problems.
  • Managed escalated customer service problems.
  • Worked with schools' technicians, librarians, and teachers to fix or troubleshoot escalated technical issues with RLI software.
  • Solved or escalated Tier 1 cases, while serving as resource for fellow reps and other departments.
  • Searched SQL databases for system errors to escalate reported issues to development for faster resolution.
  • Researched, documented and escalated cases to higher levels of support according to internal procedures.
  • Addressed, resolved, and escalate technology service requests via enterprise call tracking system.
  • Escalate extensive technical problems to the project team or the vendor as needed.
  • Escalated network and application issues where applicable to the correct team.
  • Escalate and follow up on customer problems to full resolution.
  • Solved issues escalated by technicians; rendered assistance to technicians.
  • Resolve escalated technical issues for online students and faculty.
  • Handle escalated calls from Tier 1 and 2 techs.
  • Handled escalated supervisor calls from Level 1 techs.
  • Resolve technical issues escalated by Tier-1 technicians.
  • Escalate complex problems to Field Tech Engineers.
  • Engaged with customers for escalated cases.
  • De-escalated most situations and concerns of irate customers.

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26. QA

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Here's how QA is used in Senior Technical Support Representative jobs:
  • Facilitate team meetings, participated in software development meetings, and reported trends to Net Tech, SQA and engineers.
  • Supported the sales force as a subject matter expert for QA test of internal call tracking and resolution software.
  • Participated in the QA process by validating and reporting bugs directly to Coders and Development Group.
  • Assisted in the company's migration from a Novel to NT network by performing QA test.
  • Worked with QA leadership providing feedback to better align attributes to fit Technical Support departmental needs.
  • Assisted DBD in alpha/beta testing of new and updated software for QA final production releases.
  • Write internal user requirements for the EQA databases for all programs; including new enhancements.
  • Perform in depth troubleshooting and data analysis for all EQA programs.
  • Manage and test (EQA) External Quality Assurance programs databases.
  • Meet or exceeded employee QA goals and logging troubleshooting steps.
  • Attended Official CMMi Version 1.3 Changes a session conducted by QAI.

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27. PCS

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average Demand
Here's how PCS is used in Senior Technical Support Representative jobs:
  • Performed extensive network and system configuration troubleshooting on PCs and Macintosh.
  • Used advanced technical knowledge of PCs and Windows to provide premium service to Dell XPS Premium computers.
  • Provided local and remote desktop support for students and parents with PCs and desktop application issues.
  • Aided in the management of a test lab consisting of Dell PCs and laptops.
  • Image PCs, install additional required software, configure users' profiles.
  • Constructed images for wide deployment to student PCs through SCCM.
  • Utilized Ghost to image PCs.
  • Reimaged and deployed PCs including Windows XP to Windows 7 rollout.
  • Worked with hardware (Including desktop and laptop PCs from Dell and HP.

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28. Apple

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Here's how Apple is used in Senior Technical Support Representative jobs:
  • Assisted customers in the maintenance and operation of Apple computers and devices in an advanced role.
  • Provided leadership and training for Apple Techs transitioning into the Senior Tech Support Service role.
  • Addressed customers' issues regarding technical difficulties with Apple products.
  • Researched lost orders and customer inquiries from Apple Service centers.
  • Provide technical support for a range of Apple products.
  • Experience with Macintosh Apple operating systems.
  • Performed over-the-phone technical troubleshooting for Apple's iOS devices.

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29. VPN

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Here's how VPN is used in Senior Technical Support Representative jobs:
  • Monitor and troubleshoot connection issues; maintain network with hundreds of casinos via frame relay, ISDN, and VPN circuits.
  • Provide support in resolving PC, printer, network problems, and application issues, either by phone or VPN connection.
  • Serve as after-hours on-call support rep several times a month, connecting remotely to corporate server via Cisco VPN Client.
  • Supported and troubleshot the VDI and VPN environment.
  • Maintained and supported Citrix and VPN connections.

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30. Unix

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Here's how Unix is used in Senior Technical Support Representative jobs:
  • Provided remote software and hardware support to clients running on XML, UNIX, & Windows platforms using various tools.
  • Familiarized with UNIX/LINUX based network commands.
  • Installed Win 2k, NT and UNIX platform servers.
  • Promoted to support system and network infrastructure consisting of Windows [ ] AIX and UNIX servers to improve business productivity.
  • Provided UNIX support using commands such as lpstat, logname, lpmove, and telnet.

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31. Technical Assistance

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Here's how Technical Assistance is used in Senior Technical Support Representative jobs:
  • Assisted with troubleshooting and technical assistance, network administration, service/sales of network-attached server units, and problem resolution.
  • Provided software support/technical assistance to clients.
  • Provided verbal technical assistance and skillfully guided customers with questions and answers on how to operate their wireless equipment and accessories.
  • Address a full range of customer needs, including set-up/configuration, technical assistance and advice on best use of the product/service.
  • Supervised a team of Technical Support Analysts, providing coaching and technical assistance.
  • Provided technical assistance to Sprint mobile users.
  • Provide technical assistance/information to the field install, service and sales staff Participate in development of knowledge-base for new products.
  • Provided technical assistance to frontline agents with complex issues.

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32. Issue Resolution

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Here's how Issue Resolution is used in Senior Technical Support Representative jobs:
  • Second tier customer interface experience for product issue resolution.
  • Informed customers about issue resolution progress.
  • Used general knowledge taught in training and from previous skills/school to pin point the issue resolution.
  • Provide client support and technical issue resolution via phone and other electronic medium.
  • Document issue resolution using the help desk ticketing system.
  • Call tracking and issue resolution.
  • Provide direct customers hardware/software issue resolution and resolve customer service issues using established processes and procedures and/or company policies.
  • Call Center Representatives supervision, training, development, and monitoring Customer issue resolution

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33. High Volume

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Here's how High Volume is used in Senior Technical Support Representative jobs:
  • Organized weekly conference calls with high volume clients to discuss current issues and concerns to ensure customer satisfaction.
  • Answered high volume of calls, assisted Clients, troubleshooting day to day configuration issues, and defects.
  • Maintained a calm, professional demeanor when faced with high demand, high volume workloads.
  • Provided 100% inbound second level technical support in high volume call center environment.
  • Coordinated and managed inbound phone calls in high volumes from consumers with operational inquiries.
  • Initiated all service records and invoicing for a high volume service department.
  • Manage a high volume workload within a deadline driven environment.
  • Install and Maintain Mid to high volume Copiers Perform maintenance, repair, troubleshooting and installation of digital imaging equipment.

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34. Technical Problems

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Here's how Technical Problems is used in Senior Technical Support Representative jobs:
  • Listen and interpret descriptions of technical problems, identify source of discrepancy and provide accurate solutions.
  • Provided phone and web-based support to customers experiencing technical problems with accounting software.
  • Guide customers through established troubleshooting procedures to identify and resolve technical problems.
  • Communicated effectively with team members concerning both common and uncommon technical problems.
  • Assist field personnel with difficult/complex technical problems.
  • Assist customers with account information and changes as well as any technical problems they may be having.
  • Worked with vendor support contacts to resolve technical problems with desktop computing equipment and software.
  • Assisted AOL members with technical problems in a high pressure, low-tolerance for error environment.
  • Identified, researched, and resolved technical problems and customer concerns.
  • Investigate, diagnose and analyze technical problems reported by customers.

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35. Citrix

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Here's how Citrix is used in Senior Technical Support Representative jobs:
  • Worked on Citrix Farm v4.5 for existing environment, publishing apps and in house application.
  • Support customers in use of Citrix VDI to allow users to work remotely.
  • Assisted cloud customers with Citrix and connectivity issues.
  • Support for Citrix and mainframe applications and hardware.

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36. Computer System

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Here's how Computer System is used in Senior Technical Support Representative jobs:
  • Performed troubleshooting of computer systems and related equipment.
  • Researched issues on various computer systems and databases to resolve complaints and answer inquiries.
  • Configured hardware and software upgrades on mainframe computer systems per customer's custom specs.
  • Identify and correct or advise, on operational issues in client computer systems.
  • Job Responsibilities: Trouble shooting Dell portable computer systems and dispatching service.

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37. Customer Base

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Here's how Customer Base is used in Senior Technical Support Representative jobs:
  • Research technological developments and advancements to provide customer base with product enhancements to meet end user system demands.
  • Executed customer retention techniques in conjunction with quality customer service to maintain customer base and ensure shareholder value.
  • Customized and adjusted aptitude and level of technical awareness to each customer based on their technical understanding.
  • Develop proposals and forecasting to maintain reporting process to develop strategic customer base satisfaction.
  • Provided advance level of technical support via telephone and site visits to Avid's high-end broadcast customer base.
  • Provided software support for an international customer base and supported 2 online quote retrieval and trading systems.
  • Team maintained 100% service levels while taking record calls from the ever growing customer base.
  • Provided technical support to customer base via telephone, e-mail, and other correspondence.
  • Accepted a high volume of technical calls from a customer base exceeding 10,000 users.
  • Provided technical phones support for customer base of over 2000 on technical issues.
  • Provided Tier 2 escalated support and reporting for customer base over 500.

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38. Proprietary Software

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Here's how Proprietary Software is used in Senior Technical Support Representative jobs:
  • Provided Technical Windows and Mac Support to clients on proprietary Software (Integrated Donor Tracking & Gift Management for Nonprofits).
  • Applied updates, software patches, and gave hands-on training to system administrators and users of proprietary software.
  • Support 150+ agents on an IBM AS/400 platform using proprietary software for the moving and storage industry.
  • Performed hardware testing and analysis on custom designed laptops on which proprietary software was run.
  • Support EDI (Electronic Data Interchange) customers on Abbott proprietary software.
  • Created custom size label templates that work with the DYMO proprietary software.
  • Handled inbound technical calls and emails for customers using proprietary software.
  • Trained customers to use proprietary software.
  • Provided 2nd level technical support and call escalations for proprietary software Supervised and participated in product implementation and training.

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39. DNS

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low Demand
Here's how DNS is used in Senior Technical Support Representative jobs:
  • Worked on DNS issues, hybrid modems, and Linksys home networking gateways.

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40. Verizon

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Here's how Verizon is used in Senior Technical Support Representative jobs:
  • Provided technical support for customers of Verizon Inc's Digital Subscriber Line (DSL) service.
  • Reported on trouble ticket status with Verizon's Maintenance Control, Operation Support and other departments.
  • Provided assistance with promotions and billing inquiries from current and new Verizon Wireless customers.
  • Diagnosed Verizon Online DSL connectivity and email.
  • Educate and assist customers re software functionality, maintenance and navigation of new equipment provided by Verizon Wireless.

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41. Active Directory

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Here's how Active Directory is used in Senior Technical Support Representative jobs:
  • Worked with Active Directory requests in creating users, removing users, resetting passwords and changing group/individual permissions.
  • Provision new customers accounts in Active Directory in order for customers to access the customer portal.
  • Performed moves, adds, and changes in SCCM and AD (Active Directory) environment.
  • Managed Active Directory accounts; creating, deleting, and modifying where applicable.
  • Managed all facets of Network Maintained integrity of Windows Servers, Migrated Active Directory and deployed new hardware for employees.
  • Delivered recertification's for COMREG, Active Directory, Branchnet, BETA Application Launcher, ASAT and BSTS Read/Write.

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42. POS

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Here's how POS is used in Senior Technical Support Representative jobs:
  • Developed and tested initial Commercial Customer router configuration to be used post launch.
  • Referred difficult issues to upper management while maintaining positive rapport with customer.
  • Prepared custom curriculum for post-installation training classes.
  • General Technical Support and Customer Care position.
  • Served as lead support specialist and point of escalation for Lodging and Restaurant based point-of-sale (POS) software.
  • Selected to join special team and compose self-serve support articles for use by internal and external customers.
  • Receive incoming calls from Technical and Sales associates for purposes of assisting with the actual service call.
  • Create tickets for technical issue documentation, tracking, and escalation purposes via Remedy ticketing software.
  • Executed and administered RFP process, performing financial analysis of all vendors for leverage purposes.
  • Provide the first-line of post-sales telephone technical support for customers and/or Frontier employees.
  • Supported Radiant System's POS customers via of telephone and remote control.
  • Facilitated customer business success by downloadi8ng POS software for in store terminals.
  • Promoted to the position of Presidential support for AT&T DSL.
  • Coordinated and conducted training for new post release Dell products.
  • Maintained composure and patience in face of difficult customer situations.
  • Collaborated with Co-Workers on possible problems and issues.
  • Answered customer postal mail directed to technical support.
  • Experience in Global position system (GPS).
  • Position overlapped with International Sales Manager in 2010 and finally migrated to that with much of the same experience required.
  • Perform client installation, protection and expansion with the sales staff in the pre- and post-sales environment.

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43. Product Support

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Here's how Product Support is used in Senior Technical Support Representative jobs:
  • Supported both technical and product support professionals.
  • Trained and mentored new technicians and 3rd party customer service agents in product support.

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44. Customer Accounts

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Here's how Customer Accounts is used in Senior Technical Support Representative jobs:
  • Opened customer accounts and maintained customer records by updating account information.
  • Managed the administration and fulfillment of electronic customer accounts.
  • Reviewed, analyzed, and issued appropriate credits to customer accounts in a timely and professional manner.
  • Maintain accurate customer records for appropriate credits to customer accounts, due to technical issues.
  • Maintained product knowledge and set up customer accounts including billing, warranty and return.

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45. User Accounts

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46. Novell

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47. Customer Complaints

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Here's how Customer Complaints is used in Senior Technical Support Representative jobs:
  • Guaranteed positive customer experiences and resolved all customer complaints.
  • Handle customer complaints and escalations, including supervisor requests and safety calls.
  • Resolved customer complaints and concerns with strong verbal and negotiation skills.
  • Resolve and respond to customer complaints and inquires.

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48. Optimum Online

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Here's how Optimum Online is used in Senior Technical Support Representative jobs:
  • Provided outstanding internet support to Optimum Online subscribers.
  • Provide primary technical support for Optimum Online and Optimum Voice customers with advanced digital products.
  • Educated Customers on the use of Optimum Online and Optimum Voice products and features.
  • Functioned as single point of contact for all cablevision and optimum online subscribers.

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49. Microsoft Windows

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Here's how Microsoft Windows is used in Senior Technical Support Representative jobs:
  • Completed server migration of over 75 production servers from Microsoft Windows Server 2003 to 2012 at approximately 37 site locations.
  • Tested client-side configurations (Microsoft Windows and NT).
  • Set up, maintain and troubleshoot Microsoft Windows desktop and notebook computer Providing computer support on both software and hardware.

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50. External Customers

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Here's how External Customers is used in Senior Technical Support Representative jobs:
  • Contributed to company knowledge base by writing technical articles for internal and external customers.
  • Supported internal and external customers with advanced technical needs to problem solve all products by troubleshooting.
  • Fielded calls from external customers regarding system outages, hardware problems.
  • Provided technical support to internal and external customers regarding network and equipment, pre-paid programming, and billing issues.

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20 Most Common Skills For A Senior Technical Support Representative

Technical Support

24.8%

Computer Hardware

9.3%

Customer Service

8.5%

Software Products

8.3%

Internet

6.3%

Phone Calls

5.9%

Email

5.8%

Troubleshoot

5.6%

Hardware Issues

3.5%

Windows XP

3.4%

OS

3.0%

Desktop

2.7%

Setup

2.2%

Network Printers

2.1%

Voip

1.6%

Tcp/Ip

1.6%

DSL

1.4%

Problem Resolution

1.3%

LAN

1.2%

SQL

1.2%
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Typical Skill-Sets Required For A Senior Technical Support Representative

Rank Skill
1 Technical Support 20.0%
2 Computer Hardware 7.5%
3 Customer Service 6.8%
4 Software Products 6.7%
5 Internet 5.1%
6 Phone Calls 4.8%
7 Email 4.7%
8 Troubleshoot 4.5%
9 Hardware Issues 2.8%
10 Windows XP 2.7%
11 OS 2.4%
12 Desktop 2.2%
13 Setup 1.8%
14 Network Printers 1.7%
15 Voip 1.3%
16 Tcp/Ip 1.3%
17 DSL 1.2%
18 Problem Resolution 1.0%
19 LAN 1.0%
20 SQL 1.0%
21 Android 0.9%
22 Trouble Tickets 0.9%
23 CRM 0.9%
24 Level Support 0.9%
25 Escalate 0.8%
26 QA 0.8%
27 PCS 0.8%
28 Apple 0.8%
29 VPN 0.8%
30 Unix 0.7%
31 Technical Assistance 0.7%
32 Issue Resolution 0.7%
33 High Volume 0.7%
34 Technical Problems 0.7%
35 Citrix 0.6%
36 Computer System 0.6%
37 Customer Base 0.6%
38 Proprietary Software 0.6%
39 DNS 0.6%
40 Verizon 0.6%
41 Active Directory 0.6%
42 POS 0.5%
43 Product Support 0.5%
44 Customer Accounts 0.5%
45 User Accounts 0.5%
46 Novell 0.5%
47 Customer Complaints 0.4%
48 Optimum Online 0.4%
49 Microsoft Windows 0.4%
50 External Customers 0.4%
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