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Supervisor, technical support skills for your resume and career

Updated January 8, 2025

7 min read

Quoted experts

Kate Marek Ph.D.,

Joshua Davis Ph.D.

Below we've compiled a list of the most critical supervisor, technical support skills. We ranked the top skills for supervisors, technical support based on the percentage of resumes they appeared on. For example, 25.6% of supervisor, technical support resumes contained customer service as a skill. Continue reading to find out what skills a supervisor, technical support needs to be successful in the workplace.

15 supervisor, technical support 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 supervisors, technical support use customer service:

Developed and directed overall technical support for the customer service function by implementing policies for the resolution of service related inquiries.
Supervised and participated in the study of operations and procedures while recommending improvement methods to enhance customer service and operational efficiency.

2. Customer Satisfaction

Here's how supervisors, technical support use customer satisfaction:

Designed processes and monitored all escalations, ensuring client and customer satisfaction and producing win-win-win solutions for all.
Monitor performance of Call Center Representatives, provide feedback ensuring customer satisfaction and productivity goals are met.

3. Direct Reports

Here's how supervisors, technical support use direct reports:

Trained direct reports how to effectively use internal and external resources to solve customer problems to resolution or escalate appropriately.
Set and reviewed annual performance goals and self-improvement initiatives to provide career advancement for my direct reports.

4. Customer Support

Here's how supervisors, technical support use customer support:

Provided work leadership to lower level customer service staff.EDI Transactions specialist in support of customer support department.
Managed team of technical and customer support agents, monitoring for quality assurance and evaluating monthly performance.

5. Performance Reviews

Performance reviews refer to the official evaluation of a worker's performance done by the manager. The evaluation then helps the superior identify the worker's strengths and weaknesses and offers valuable feedback to help him overcome his shortcomings. This assessment also helps a worker set a future goal for himself and identify ways to better his future performance. Performance Reviews may be done on a monthly or yearly basis, depending on the company.

Here's how supervisors, technical support use performance reviews:

Supervised and evaluated personnel, completing annual performance reviews, recommending development opportunities and problem resolution strategies.
Prepared and delivered annual performance reviews, recommending disciplinary action if needed.

6. PCS

Here's how supervisors, technical support use pcs:

Maintained demonstration PCs and supervised Resource Technicians.
Assembled resources and managed the planning, ordering, implementation, and deployment of over 400 PCs throughout Palm Beach County.

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7. Performance Appraisals

Here's how supervisors, technical support use performance appraisals:

Prepared and administered performance appraisals, corrective actions, and development plans.
Provide continuous feedback, support and recognition while conducting monthly performance appraisals.

8. Technical Assistance

Technical assistance is the non-financial assistance provided by local or international specialists. The purpose of technical assistance is to maximize the project's implementation and quality of the final product. Technical assistance consists of sharing information, the transmission of working knowledge, and other transfer of technical data which would aid the administration, management team and help build the project. The technical assistance focuses on particular needs identified by the beneficiary country and is delivered in the form of missions.

Here's how supervisors, technical support use technical assistance:

Supervised a department of 35 representatives with a specialization in technical assistance, new technology and installation activation.
Provide technical assistance to service technicians and engineers doing installations and service work at customer locations.

9. Technical Training

Technical Training refers to the act of teaching individuals the technical skills needed for various positions. This training may be on a form of software (though this doesn't include any coding technology), how to repair a piece of machinery, or how to operate a piece of machinery.

Here's how supervisors, technical support use technical training:

Administer advanced technical training in classroom and virtual environments and administer first level internet support training to new department members.
Developed and improved technical training process and documentation, departmental policies and procedures.

10. Desktop Support

Here's how supervisors, technical support use desktop support:

Supervised and mentored desktop support personnel.
Developed company standards, knowledge base documents and other job aids pertaining to desktop support for help desk technicians and end-users.

11. Process Improvement

Here's how supervisors, technical support use process improvement:

Selected to originate process improvement ideas, organize group brainstorming meetings, and coordinate communication between 5 different departments.
Represented the Technical Support Team in technical cross-functional meetings and discussions; contributed to and recommended process improvements.

12. Customer Inquiries

Here's how supervisors, technical support use customer inquiries:

Manage documentation of customer inquiries and resolutions.
Review Customer Inquiries and escalate appropriately.

13. Problem Resolution

A problem resolution refers to how a person identifies the problem, determining its cause, creating a reasonable solution, and implementing a conclusion. With the help of a client specialist, it is easier to handle such a situation. Problem resolution plays a vital role in helping resolve problems efficiently and effectively.

Here's how supervisors, technical support use problem resolution:

Managed team of six senior technical support personnel responsible for escalations and advanced problem resolution.
Performed testing on negotiating, problem resolution, system navigation and stress management.

14. Computer System

Here's how supervisors, technical support use computer system:

Received promotions from Microcomputer Technician, Distributed Computer Systems Specialist, and Distributed Computer Systems Analyst to Technical Support Supervisor.
Maintained integrity of inventory by successfully tracking computer systems, replacement parts, and required forms.

15. Performance Metrics

Here's how supervisors, technical support use performance metrics:

Presented weekly performance metrics and identified opportunities to streamline and improve existing processes and procedures to upper management.
Coach and develop Technical Service Representatives to achieve/exceed performance metrics.

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What skills help Supervisors, Technical Support find jobs?

Tell us what job you are looking for, we’ll show you what skills employers want.

What supervisor, technical support skills would you recommend for someone trying to advance their career?

Kate Marek Ph.D.

Director and Professor, Dominican University

If possible, find a paid internship in your area of interest, which will help expand your professional network and build your skillset. Use this time to keep scanning job ads to identify skill sets in demand; look for online mini-courses to make those skill sets.

What type of skills will young supervisor, technical supports need?

Joshua Davis Ph.D.

Lecturer, Carleton College

Studying mathematics is good practice for rigorous thinking and problem solving, which are valued across the workforce. For science and engineering applications, it is often also helpful to have R, Python, Matlab, or another popular programming language. But technical abilities get the graduate-only so far. They need interpersonal communication skills so that they can understand the needs of stakeholders and cooperate with colleagues. For this reason, many faculty at my school emphasize writing, speaking, listening, and teamwork skills.

What technical skills for a supervisor, technical support stand out to employers?

Chirag Parikh Ph.D.

Computer Engineering Chair, Grand Valley State University

If you ask me, I consider valuable experience over good paycheck. Once you have gained that experience the paycheck will follow. As soon as you are out of college, the knowledge gained is very fresh and raring to go. If put into the right place can enhance your technical skills and you can do wonders.
As a Computer Engineering professor, I would say the job opportunities are tremendous for students out of college as they can venture into hardware field (technical support, hardware engineer, test engineer and much more) as well as software field (software engineer, software developer, software tester and much more). The possibilities are endless.
With COVID and employees working remotely there is still ample opportunity to enhance your technical and interpersonal skills as I believe remote working might stay for a while till things get back to normal.

Do you want to know more?

List of supervisor, technical support skills to add to your resume

The most important skills for a supervisor, technical support resume and required skills for a supervisor, technical support to have include:

Customer Service
Customer Satisfaction
Direct Reports
Customer Support
Performance Reviews
PCS
Performance Appraisals
Technical Assistance
Technical Training
Desktop Support
Process Improvement
Customer Inquiries
Problem Resolution
Computer System
Performance Metrics
SQL
OS

Disciplinary Actions
Corrective Action
Trouble Tickets
Technical Issues
Mac
Customer Complaints
Customer Issues
VoIP
Call Tracking
SLA
Customer Care
Performance Evaluations
POS
Software Issues
Call Center Management
Call Monitoring
Inbound Calls

TCP/IP
Software Applications
Technical Troubleshooting
Technical Support Training
Level Support
Linux
HR
QA
Technical Problems
ACD
Windows XP
Call Handling
Help-Desk Support
Unix
Quality Standards
Customer Escalations

Updated January 8, 2025

Zippia Team

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

Updated January 8, 2025

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