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Technical support manager skills for your resume and career
15 technical support manager 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.
- Participated in key account meetings, coached staff and promoted an environment that encouraged communication, learning and customer service excellence.
- Relied heavily on customer service and communication abilities providing solutions for customers directly impacted by Y2K rollover date issues.
2. Customer Satisfaction
- Worked with delivery teams and IBM development to troubleshoot critical production exceptions resulting in improved database reliability and increased customer satisfaction.
- Devised and implemented wide array of procedural and operational enhancements, enabling product superiority, promoting top levels of customer satisfaction.
3. Project Management
- Collected product feedback from manufacturers and funneled it to marketing and project management to improve existing and refine future product versions.
- Coordinated Help Desk support for new system implementations, inventory accuracy, end user documentation, and project management functions.
4. Customer Support
- Organized/developed customer support strategies/capabilities for field service organizations.
- Developed, monitored, and maintained all policies and procedures related to Customer Support and Customer Development activities.
5. Customer Complaints
- Handled escalated customer complaints upon customer or executive request and utilized escalations as a method to train and develop staff.
- Directed investigations of customer complaints regarding quality, tolerances, specifications and delivered condition of products.
6. 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.
- Collaborated with physicians and international territory managers to provide technical assistance to customers and patients in various environments.
- Provided support to consultant; resolving order processing issues and providing technical assistance with processing systems.
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- Established continual process improvement initiatives on quarterly basis, resulting in lower Tier 2 escalations and higher closed-calls percentages.
- Developed several process improvements which resulted in expedited case resolution, minimized case backlog and built customer trust.
8. Call Handling
- Coordinate calibration meetings with management and quality departments to provide solutions that will optimize call handling and increase efficiency and performance.
- Provide comprehensive coaching on technical ability, call handling and overall customer interaction.
9. Product Development
Product development is the complete procedure of creating a product from concept until release of the final product. Product development has many stages after which a product is released into the market. Identifying the need, creating the opportunity, conceptualizing a product, and providing a solution, all are different stages of product development.
- Established a matrix organizational structure to strategically allocate departmental resources to promote communications as well as to reduce product development cycle.
- Advised upper management on product development issues arising from product problems identified through technical support calls with customers.
10. Database
A database is a collection of data and information which makes it easy to view, access, and manage. Databases save a lot of time and can store huge amounts of data. Databases make sorting data easier and stores it in certain fields which narrows the searching criteria. A database usually contains tables, graphs, and columns to display data.
- Performed standard safety database maintenance administration activities and ensure proper documentation of these activities for maintenance of a validated computer system.
- Designed internal and external database layouts with an eye for intuitive data input navigation and easy report functionality.
11. Salesforce
Salesforce is an American cloud-based software company based in San Francisco, California. This company provides customer relationship management services that enable the customers to be closer to the company. It gives the company detailed information about each customer, including marketing, sales, commerce, and services. Salesforce also helps market a product to attract more buyers, and helps win more customers by targeting the right audience.
- Provided impact and data analysis of daily case volume to Product Management via SalesForce Reporting and Dashboards.
- Work on projects including: Developing training plans, BCP, CRM conversion from ChangePoint to SalesForce
12. Troubleshoot
Troubleshooting is the process of analyzing and fixing any kind of problem in a system or a machine. Troubleshooting is the detailed yet quick search in the system for the main source of an issue and solving it.
- Identify, troubleshoot and analyze computer software related issues determining appropriate course of action with resolution objective.
- Worked closely with engineers to define, evaluate and troubleshoot systems functionality based on their performance statistics.
13. ITIL
- Served as key personnel and process advocate on ITIL implementation, tool implementation and Help Desk outsourcing project teams.
- Served as ITIL Incident Manager, overseeing a 16-member team and leading allocation of $3M vendor budget.
14. Customer Issues
- Recognized as 1st manager in history of company directly responsible for dealing specifically with customer issues and assisting after-hours support staff.
- Field service support for customer situations requiring specific focus of customer satisfaction and issue resolution including customer issues with high visibility.
15. Technical Issues
- Communicate and develop relationships with the Engineering and Technical Operations teams to prioritize and address high-priority technical issues.
- Trained and educated support staff in properly handling and resolving technical issues quickly and effectively.
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What skills help Technical Support Managers find jobs?
Tell us what job you are looking for, we’ll show you what skills employers want.
What skills stand out on technical support manager resumes?
Dale Musser Ph.D.
Associate Teaching Professor, University of Missouri
-Past accomplishments in delivering results while working with others
-Technical skills in target areas for job. The hottest areas right now: machine learning, large scale apps, and autonomous systems.
What type of skills will young technical support managers need?
Peter Dordal Ph.D.
Director for Information Technology, Loyola University Chicago
IT students entering the business world will need to know how to get the maximum leverage out of business systems. In many cases, this will mean writing their own specialized queries to extract the precise business intelligence needed; general-purpose "canned" queries just won't cut it. They will need a broad understanding of what software can accomplish for the enterprise and how to deploy new software effectively; this applies to software used in the office as well as to software used in manufacturing and shipping. And they will need to understand how to lease storage and computing resources from the cloud to meet not only predictable, long-term demands but also sudden short-term business projects.
Students working in database administration and management will need to be able to manage much larger volumes of data than a few years ago. They will need to be familiar with the great variety of new databases in order to pick the best tool for the job.
Students working in network management will need to be able to ensure that everyone has the bandwidth and server access they need, as those demands expand to include extensive video, low-latency real-time connectivity, and the regular transfer of huge amounts of data.
Students in cybersecurity will need to be fully acquainted with all the recommended best practices. However, they will also have to be able to anticipate and guard against potential new vulnerabilities. "By the book" protection is no longer sufficient.
List of technical support manager skills to add to your resume
The most important skills for a technical support manager resume and required skills for a technical support manager to have include:
- Customer Service
- Customer Satisfaction
- Project Management
- Customer Support
- Customer Complaints
- Technical Assistance
- Process Improvement
- Call Handling
- Product Development
- Database
- Salesforce
- Troubleshoot
- ITIL
- Customer Issues
- Technical Issues
- R
- PC
- KPIs
- Direct Reports
- Level Agreements
- Product Support
- SQL
- Escalation Management
- Performance Reviews
- QA
- Slas
- Linux
- Windows XP
- Technical Training
- LAN
- Help-Desk Support
- OS
- Problem Resolution
- Product Line
- Customer Escalations
- Mac
- SharePoint
- ISO
- FDA
- Computer System
- Software Support
- VoIP
- Unix
- Technical Troubleshooting
- POS
- Software Issues
- Technical Documentation
- TCP/IP
- VMware
Updated January 8, 2025
