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Posted: 9/16/2026Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong customer service skills by effectively communicating technical information to non-technical individuals and providing guided troubleshooting support. Capable of documenting interactions accurately while adhering to service level agreements and departmental processes.
Highest-signal resume keywords
Customer Service PrinciplesTechnical TroubleshootingEffective CommunicationAttention to DetailCollaborative Teamwork
About the role
Key responsibilities & impact- Resolve technical issues and deliver support to clients and customers
- Manage inbound and outbound phone calls, emails, help desk tickets, reports, and maintenance signals from devices
- Provide exceptional customer service by explaining technology and addressing questions
- Record details of calls, dispatches, and messages
- Collaborate with experienced team members to research, investigate, and respond to technical issues and complaints
- Address basic technology-related queries and refer calls and issues to relevant departments or service representatives
- Assist clients and customers with understanding technology and provide guided troubleshooting
- Distribute service requests and resolve straightforward technical issues under guidance
- Learn and adhere to phone queue metrics, service level agreements, quality scores, and schedule adherence
- Follow established company and departmental processes and procedures
- Educate clients on the functionality and capabilities of their technology
- Participate in other projects or duties as assigned
Requirements
What you’ll need- High School Diploma required
- Ability to communicate clearly and effectively, both verbally and in writing
- Active listening skills to understand customer inquiries and concerns
- Clear articulation of technical information to non-technical individuals
- Understanding of basic customer service principles
- Patience and empathy in addressing customer queries and concerns
- Ability to maintain a positive and supportive attitude
- Basic skills in recording and documenting details of calls, messages, and dispatches
- Attention to detail to ensure accurate and comprehensive documentation
- Familiarity with basic technology concepts and devices
- Ability to troubleshoot and resolve simple technical problems with guidance
- Ability to work collaboratively with team members
- Willingness to seek guidance and learn from more experienced colleagues
- Basic problem-solving skills to address straightforward technical issues
- Ability to research, investigate, and respond to inquiries in a timely manner
- Basic time management skills to handle call volume, adhere to schedules, and meet service level agreements
- Ability to handle evolving responsibilities and tasks as skills develop
Benefits
Comp & perks- Medical, Dental, and Vision insurance
- Employer Paid Basic Life Insurance and AD&D
- Voluntary Life Insurance (Employee/Spouse/Child)
- Health Care and Dependent Care Flexible Spending Accounts
- Pre-Tax and Post-Tax Commuter and Parking Benefits
- 401(k) Retirement Savings Plan with Company Match
- Paid Time Off
- Paid Parental Leave
- Short-Term and Long-Term Disability
- Tuition Reimbursement
- Employee Discounts (retail, hotel, food, restaurants, car rental and much more!)
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Basic Technology ConceptsCall DocumentationTroubleshooting SkillsTime ManagementProblem-Solving Skills
Soft Skills
Active ListeningPatienceEmpathyPositive AttitudeClear Articulation
Certifications & Qualifications
High School Diploma
Industry Keywords
Help Desk SupportService Level AgreementsQuality ScoresPhone Queue MetricsClient Education