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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in providing technical support for electro/mechanical equipment and software applications, with a strong focus on problem-solving, customer service, and technical documentation. Proficient in using diagnostic tools and maintaining equipment while ensuring effective communication with customers and team members.
Highest-signal resume keywords
Technical Support ExperienceElectro/Mechanical Equipment AnalysisCustomer Service SkillsHDI Customer Service Representative CertificationCompTIA A+ Certification
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-SolvingTechnical DocumentationDiagnostic ToolsSoftware InstallationNetwork TroubleshootingPreventative MaintenanceElectronics TrainingService RepairTechnical SupportLaboratory Testing
Soft Skills
Verbal CommunicationWritten CommunicationCustomer Follow-UpAttention to DetailMethodical Approach
Tools & Technologies
Call Database SoftwareElectronic Testing EquipmentHand ToolsProduct SchematicsService Aids
Certifications & Qualifications
CompTIA Network+CompTIA A+HDI Customer Service RepresentativeCNACNEMCPMCSECDIA+
Industry Keywords
Office AutomationTechnical Support SpecialistField TechniciansVARsOEMs
About the role
Key responsibilities & impact- Provide telephone hotline product technical support in a call center environment to dealers, field technicians, VARs, OEMs, and end-user customers
- Analyze malfunctioning electro/mechanical equipment, computer equipment, or software applications
- Identify problem areas and recommend corrective action
- Use diagnostic tools, service aids, product schematics, and product information to resolve equipment failures
- Replicate equipment failures in a test laboratory when needed
- Provide pre-sales technical expertise to the sales team as needed
- Respond to telephone, voicemail, and email support calls and take ownership of support requests
- Record incoming issues and activities in call database software
- Monitor phone, email, and voicemail queues
- Escalate and track cases through resolution
- Develop hardware, software, and product-specific technical service solutions
- Maintain, update, and develop technical documentation
- Conduct controlled laboratory tests to duplicate and resolve issues
- Maintain, repair, and perform preventative maintenance on lab equipment and software
- Install and maintain software on assigned workstations
- Research and test recurring product issues and create documentation such as change requests, field bulletins, and procedures
- Test and debug network-related issues
- Attend assigned training and assist with internal training development
- Maintain and safeguard assigned laptop and company property
- Perform other duties as assigned
Requirements
What you’ll need- High school diploma or equivalent and BS Degree, technical school graduate, electronics training, or equivalent experience
- 5 or more years of directly related professional service repair and maintenance experience in the office automation industry
- 1 year as a Product Support Specialist or equivalent
- Two of the following certifications required: HDI Customer Service Representative, CompTIA A+, CompTIA Network+
- Additional certifications may be necessary based on product- or technology-specific work, such as CNA, CNE, MCP, MCSE, CDIA+, etc.
- Proficient verbal and written communication skills
- Proficient typing skills
- Ability to read and understand technical documentation, manuals, and electrical diagrams
- Advanced methodical problem-solving approach
- Excellent customer service and follow-up skills
- Ability to use hand tools and electronic testing equipment with fine motor skills
- Ability to lift and carry objects weighing up to 50 pounds
- Availability for shift work, extended hours, standby, and/or on-call work as required
Benefits
Comp & perks- Broad selection of medical, dental, life, and disability insurance options
- Retirement Savings Plan (401K)
- Health Savings Account (HSA)
- Flexible Spending Account (FSA)
- Team member tuition assistance programs
- Paid vacation time
- Paid holidays annually
- Other benefits supporting health, wellness, and ongoing personal and professional development
- Relocation available