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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong customer service skills with the ability to troubleshoot software-related issues effectively. Proficient in maintaining communication with customers and internal teams while adhering to defined SLAs and utilizing documentation to enhance service delivery.
Highest-signal resume keywords
Customer Service SkillsAnalytical SkillsTroubleshooting SkillsCommunication SkillsTechnical Customer Support Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft Skills
Multi-TaskingProblem-SolvingActive ListeningEmpathyTeamwork
Tools & Technologies
Ticketing SystemRunbooksPoliciesProcedures
Industry Keywords
SLACustomer Satisfaction ScoreSupport CasesInternal TeamsExternal PartnersThird-Party Vendors
About the role
Key responsibilities & impact- Provide comprehensive support through phone and ticketing system
- Gather initial information to understand and troubleshoot software-related issues
- Document relevant information accurately in the ticketing system
- Assess and triage support cases, routing them to appropriate internal teams
- Maintain clear communication with customers and internal teams
- Meet defined SLAs for first response and resolution of support cases
- Collaborate with internal teams, external partners, and third-party vendors
- Escalate tickets to appropriate teams or support levels when necessary
- Handle critical responses and escalate cases based on severity
- Maintain low call unanswered rate
- Resolve issues using defined runbooks, policies, and procedures
- Curate documentation to expand the Tier 1 service
- Handle customer interactions using active listening and empathy
- Meet or exceed required customer service satisfaction score
Requirements
What you’ll need- Strong customer service skills and ability to multi-task
- Strong analytical, troubleshooting, and problem-solving skills
- Ability to prioritize tasks and self-manage
- Ability to quickly learn and expand knowledge in relevant processes and applications
- Excellent listening, oral, and written communication skills with strong interpersonal skills
- Strong sense of teamwork, integrity, and positive attitude
- 0–1 year technical customer support experience
- Fluency in English
Benefits
Comp & perks- Equal-opportunity employer committed to inclusion in the workplace
- Reasonable accommodations for individuals with disabilities during the recruiting process