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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong technical support capabilities with expertise in troubleshooting PC and Apple devices, providing exceptional customer service, and effectively managing complex technical issues. Proficient in using CRM and collaboration tools while maintaining flexibility in a dynamic work environment.
Highest-signal resume keywords
Technical Support ExperiencePC SupportMS WindowsCustomer ServiceCompTIA A+
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
TroubleshootingAnalytical SkillsProblem-SolvingTechnical DocumentationHome NetworkingMobile Device SupportSmart Device SupportTyping 30–40 WPMApple OS XMS Office
Soft Skills
Customer AdvocacyCollaborationOwnershipCommunicationFlexibility
Tools & Technologies
CRMKnowledge BaseRemote Diagnostic ToolsMonitoring ToolsCollaboration Tools
Certifications & Qualifications
CompTIA A+Network+Microsoft CertificationApple Certification
Industry Keywords
Technical SupportCustomer RetentionEscalation Management24/7 OperationsBiometric Technology
About the role
Key responsibilities & impact- Diagnose and resolve technical support incidents reported by external customers
- Troubleshoot complex issues across PCs, laptops, Apple computers, tablets, printers, wireless and POE security cameras, mobile phones, and other devices
- Provide excellent customer service and ownership of technical support issues
- Provide timely and efficient responses and set appropriate expectations
- Advocate for customers through escalations, complex issue resolution, and customer retention
- Work in a high-energy, dynamic, collaborative environment
- Perform other job-related duties as directed by management to meet business needs and objectives
Requirements
What you’ll need- 6 months of experience with customer service, troubleshooting, analytical, and problem-solving
- Strong experience and working knowledge in one or more technical specialty areas: PC support, MS Windows, MS Office, Apple OS X, home and small business networking/Wi-Fi, printers, card readers, projectors, mobile devices, smart devices, and automation systems
- High school diploma or GED
- Ability to type 30–40 WPM
- Technical support experience preferred
- Technical certifications such as CompTIA A+, Network+, Microsoft, Apple, or related certifications are helpful
- Experience providing phone/chat/email-based customer support
- Working knowledge of CRM, knowledge base, remote diagnostic and monitoring, and collaboration tools
- Experience writing technical documentation for a Knowledge Base
- Bilingual Spanish and English, written and verbal, helpful
- Full schedule availability and flexibility to work varying schedules within 24/7, 365-day operations
- Employment contingent upon completion of required identity verification, which may include biometric technology
Benefits
Comp & perks- Medical benefits begin on the first day
- Excellent compensation and retirement programs
- Exceptional paid time off
- Tuition reimbursement available after 6 months
- Hybrid work model