Looking for a Technical Phone Support position? It is recommended to start off by checking out Professional Technical Phone Support resume samples before you start writing your own resume! As hundreds of other Phone Support Specialists are looking for a new position every day, you want to make sure your resume stands out from the others by being both informative and intriguing. How we do that, we explain to you here, step by step. Let’s get started.
Technical Phone Support Resumes
Or download these examples in PDF at the bottom of this page for free
Technical Phone Support Resume Guide:
What to Highlight
No matter how long you have been working as a Technical Support Specialist, there are a few key things that employers need to know to make sure you are a good fit for their team.
The first thing to include on your resume is whether you have experience supporting internal or external end-users, as well as the number of people you supported. An example of supporting internal end-user would be if you worked for a large company and received calls from other people in the company, either in your office or another office location, and you helped them troubleshoot issues with their computer. External end users would be if you worked as a call center operative for a company and received calls from outside customers and helped them with their IT issues.
The next thing to include on your resume is the type of issues you have experience troubleshooting. Most Level-1 Technical Support Specialists focus on things like password resets and adding and deleting users from Active Directory.
The last thing to include is the type of ticketing system that you have experience using. Examples of ticketing systems include Heat and Remedy. Although you don’t necessarily need to have experience with the same ticketing system a company is using to get a job there, it definitely gives you a leg up!
1. Contact Information
- Phone Number
- Optional: LinkedIn
1 – 3 sentences giving a broad overview of your years of experience as a Phone Support Specialist, the types of customers you support, and the tools you have experience with.
3. Employment History:
Showcase your employment history and include a list of your daily responsibilities.
4. Education/ Certifications/ Coursework/ Training:
It is not necessary to have any sort of degree to be a Technical Phone Support Specialist. If you have a degree, though, add it here!
5. Key Skills:
List of key skills that you possess that mirror the requirements of the job descriptions you are applying for.
Knowing multiple languages is a huge advantage as a Technical Phone Support Specialist. If you know other languages, add the language and your level of proficiency here.
Technical Phone Support Responsibilities
No matter how long you have been a Technical Phone Support Specialist, try incorporating these responsibilities into your employment history.
- Working with end-users to identify and troubleshoot computer problems and advising on the appropriate solution
- Logging and keeping records of end-users calls
- Analyzing call logs to spot common trends and identify underlying problems
- Walking customers through troubleshooting or remoting into their computer, if necessary
- Sending technical documentation to customers
- Escalating difficult cases to senior analysts or support technicians
- Logging all issues and conversations in the ticketing system
- Deploying desktop technician if issues could not be resolved over the phone
Quantifying Your Resume
Employers love numbers because it makes your experience feel more tangible. When writing your resume, if you can answer the questions, “How much?” or “How many?”, you should include that number in your resume. For instance:
- What was your average call time?
- How many calls would you handle in a day?
- How many Technical Phone Support Specialists did you work with?
The Importance of Soft Skills
When it comes to Technical Phone Support Specialists, soft skills are just as important as technical skills. You often have to deal with upset or frustrated customers and need to make sure that they have a pleasant experience, no matter what the situation is. To show employers that you have the soft skills they are looking for, try to incorporate these into your profile, key skills, and cover letter sections:
Technical Phone Support Specialist Action Verbs