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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates proficiency in technical problem resolution, customer interaction, and process consistency within Technical Support. Capable of diagnosing issues, documenting solutions, and providing effective follow-up to ensure customer satisfaction.
Highest-signal resume keywords
Technical Problem ResolutionApplication Log ReviewBug Reproduction Steps DocumentationCustomer InteractionKnowledge Base Article Creation
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical Issue DiagnosisData AnnotationProcess DocumentationAutomated Call Distribution SoftwareTroubleshootingInformation Research
Soft Skills
CollaborationCommunicationFollow-ThroughCustomer Service
Certifications & Qualifications
Cisco Certified Network Associate (CCNA)CompTIA A+
Industry Keywords
Technical SupportEnd-User SupportProduct TroubleshootingService Delivery
About the role
Key responsibilities & impact- Review transactions and annotate data
- Provide technical problem resolution to end-users by diagnosing questions and guiding users through step-by-step solutions
- Provide additional context, coordination, and follow-through to ensure work is completed accurately and aligned to business needs
- Support collaboration, documentation, and process consistency across Technical Support
- Deliver service and support to end-users using automated call distribution phone software
- Interact with customers regarding product inquiries, concerns, and requests
- Gather customer information and determine issues by evaluating and analyzing symptoms
- Diagnose and resolve technical issues
- Research required information using available resources
- Follow standard processes and procedures
- Redirect problems to appropriate resources
- Offer alternative solutions to retain customers’ business
- Follow up and make scheduled callbacks when necessary
- Stay current with system information, changes, and updates
- Field support requests and help prepare for deployments as needed
Requirements
What you’ll need- 1+ years relevant experience
- Application Log Review (Foundational proficiency)
- Bug Reproduction Steps Documentation (Foundational proficiency)
- Only individuals authorized to work in the United States now and for the foreseeable future will be considered
- Certifications such as Cisco Certified Network Associate (CCNA), CompTIA A+ or others is a plus
- Knowledge of product version troubleshooting and Knowledge Base Article creation is helpful
Benefits
Comp & perks- Medical, dental, vision, and life insurance plans with coverage starting on day one of employment
- 6 free sessions each year with a licensed therapist
- 18 paid time off (PTO) days annually for full-time employees
- 6 company holidays per year
- 6% company contribution to a 401(k) Retirement Savings Plan each pay period, no employee contribution required
- Employee discounts
- Tuition reimbursement
- Student loan refinancing
- Free access to financial counseling, education, and tools
- Maternity support programs
- Nursing benefits
- Up to 14 weeks paid leave for birth parents
- Up to 4 weeks paid leave for non-birth parents