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Blue MantisCore Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong technical support capabilities, including problem determination and resolution for customer issues, while maintaining effective communication and customer service skills. Proficient in managing multiple tasks and prioritizing in a fast-paced environment.
Highest-signal resume keywords
Technical SupportCustomer Service ExperienceA+ CertificationTroubleshooting SkillsMulti-Tasking Ability
About the role
Key responsibilities & impact- Provide support to all Managed Services contracted clients
- Perform first-level technological problem determination, problem/incident recording, and issue resolution
- Provide technical support by phone and remotely assist end users from initial contact through troubleshooting and research to final resolution
- Resolve service desk problems reported by phone or web tickets
- Provide first-level contact and problem resolution for customer issues
- Communicate ticket status and resolution in a timely manner
- Answer call center phone calls within the SLA; resolve or escalate issues as needed
- Acknowledge and work on incoming Help Desk web tickets within the SLA; resolve or escalate as needed
- Communicate quickly and effectively with customers within the SLA
- Continuously improve technical and customer-service skill sets
- Perform entry-level end-user account administration tasks
- Carry out other functions as directed by management
Requirements
What you’ll need- Experience in the Customer Service industry
- A+ Certification preferred but not required
- Enrolled in IT related class, certification training, or degree preferred, but not required
- Experience with providing technical assistance over the phone
- Able to multi-task by working on multiple open tickets simultaneously
- Experienced in working in a fast-paced environment with multiple priorities and projects
- Able to investigate, analyze and troubleshoot customer issues
- Demonstrates excellent verbal and written skills
- Motivated to learn new skills and technology practices; focuses on continual knowledge-based improvement
- Regular, predictable and punctual attendance
- May occasionally need to work on holidays or weekends
- Ability to sit for extended periods
- Ability to use hands and fingers to operate a computer, telephone, and keyboard
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Problem DeterminationIncident RecordingIssue ResolutionEnd-User Account AdministrationTechnical Assistance
Soft Skills
Excellent Verbal SkillsExcellent Written SkillsMotivated to LearnEffective Communication
Tools & Technologies
Help Desk SoftwareTicketing SystemsPhone Support
Certifications & Qualifications
A+ Certification
Industry Keywords
Managed ServicesCustomer IssuesService DeskSLA ComplianceFast-Paced Environment