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Professional Summary

I am a Customer Service/ Product Support Specialist of 17 years. I am well versed in Five9 and Desk Software, Google spread sheets, ability to create and maintain logs and office equipment. I type 45wpm with excellent telephone etiquette, solid customer service skills and problem solving skills that prevent escalation to management. I am able to work independently or as a team. I grasp new things quickly and have great time management abilities with attention to detail. I am interested in joining your team of professionals so that I can build upon my current skills and learn new skills by seeking a new challenging role with your company.

Skill Highlights
  • Five9 Soft phone
  • Desk Software
  • Google Spreadsheets
  • Microsoft Office
  • Filing and Data Archiving
  • Customer Care Expert
  • Active listening skills
  • Self- directed
  • Resourcefulness
  • Strong organizational skills
  • Accurate completion of paper work
  • Adaptable to rapid change
  • 45WPM
Work Experience
10/2017 - Current Product Support Specialist M D Hearing Aid | Southfield, MI

As a Product Support Specialist, I utilized five9 soft phone and desk software to identify customers and record calls.  I offered support of the product to customers and aided in assisting with trouble shooting the product, placed product orders, tracked repair status , repaired and tested hearing aids, checked refund status, mailed out correspondence for general information, packed and labeled hearing aid kits for shipment and general support for inquiring  potential customers.  I later took on an additional role in the returns department to assist in customer retention.  Reviewed pending cases of customer complaints  and kept logs up to date.

10/2016 - Current Appointment Setter Purple Heart | Livonia, Michigan
I work independently utilizing an database to contact potential customers via telephone, to donate goods for Purple Heart. I input data for drivers to help set up monthly pick-ups for a variety of cities throughout Michigan.
03/1999 - 04/2016 Customer Service/Delivery USPS | Detroit, MI

I gained excellent face to face customer service skills, time management skills and problem solving skills, organizational skills. Gained working knowledge of Microsoft Applications and Windows. Organized loose mail and packages in order of walking sequence of route, daily. Used hand-held scanning device to input package and special mail data.  Managed time while working with little to no direct supervision. I provided excellent customer service and an optimal delivery experience.

Education and Training
2016 Business Wayne County Community College | | Detroit, Michigan, USA Gained knowledge of the different aspects of  business operations, such as human resource functions, office assistant functions and computer software related to the functioning of a business. 
2016 Certification: Microsoft Office Penn Foster Career School | | Phoenix, AZ, USA  This was an online course where I learned how to navigate the different programs in Microsoft Office Suite. I am proficient in all Microsoft applications.
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Professional Summary
Highly skilled results-driven, motivated professional focused on technology with 10+ years' experience. Expertise in technical account management and account management/post sales engineering, complimented by strong project, process and relationship management capabilities. 
  • Installations
  • Troubleshooting
  • Networking
  • System upgrades
  • System backups
  • Technical Account Management
  • Microsoft Office
  • General  Knowledge of electrical and electronic principles.
  • Remote access technology
  • Excellent diagnostic skills
  • Access Controllers
  • Ability to learn & adapt quickly.
  • Great with Diversity.  
Work History
Product Support Specialist 08/2013 to Current
HID Global Westminster, CO
HID Global is the trusted leader in providing access control and secure identity. 
  • Provide Pre Sales support for enterprise, government and commerce customers, globally, including the U.S. Department of Defense.
  • Build relationships with customers by acting as their technical liaison from pre-sales to post-sales.
  • Creatively design customized solutions for customers with 125khz & 13.56 RFID needs.
  • Test firmware updates on controller and reader hardware from engineering.   
  • Provide both phone and onsite customer support for all HID access control product.
Account Manager 02/2013 to 08/2013
SofTec Solutions Englewood, CO
A multi-disciplinary outsourcing/consulting services firm that translates proven technologies into concrete workable business solutions
  • Develop business opportunities (identify, qualify and close) -"relationship marketing".
  • Oversaw sales forecasting, goal setting and performance reporting for all accounts.
  • Negotiated prices, terms of sale and service agreements.
  • Created sales contacts with on- and off-premise accounts.
  • Consulted with clients after sales and contract signings to resolve problems and provide ongoing support.
Account Executive 01/2012 to 02/2013
Aristocrat Technologies Las Vegas, NV
A leading global provider of gaming solutions dedicated to supporting the global gaming industry.
  • Oversaw remote sales territory (Colorado & Wyoming ) to achieve quarterly and annual sales targets.
  • Displayed advanced knowledge of products through research and assistance to customers.
  • Implemented customized proposals for customers.
  • A trusted adviser to Aristocrat's key customers.
  • Worked closely with regional Sales Team to develop strategies for individual accounts and territories. 
  • Presented and demonstrated company games and systems products.
Regional Technical Account Manager 02/2009 to 01/2012
Aristocrat Technologies Las Vegas, NV
  • Performed installation and integration of new system products into existing systems. Develop new processes and business practices which result in business improvement for the company.
  • Regularly schedule consultation visits within assigned customer base to advise customer of value added services, potential opportunities for services, product solutions, and other needs that may be identified during visit while promoting Aristocrat. 
  • Worked closely with casino General Managers and Executive Management regarding all Oasis suite operations.
  • Worked on special assignments critical in nature to meet revenue, customer satisfaction issues, time frames, and other business goals unrelated to core responsibilities.
  • Troubleshoot problems with all systems software products.
  • Identify and report potential Systems software issues to D&D.
Technical Support II Specialist 01/2008 to 02/2009
Aristocrat Technologies Las Vegas, NV
  • Second level of support and provide technical service for all OASIS software products.
  • Casino Management Software) Trouble shoot and provide training and documentation for all modules.
  • Dial-in to required locations and provide problem resolution to Database and end user.
  • Identify and report software issues to next level support.
  • Document and update in-house knowledge database for reoccurring issues.
  • Provide On-Call troubleshooting and support.
  • Provided problem resolution on a daily basis to multiple casinos world wide.
Senior Customer Service Representative 02/2005 to 01/2008
KB Home Las Vegas, NV
KB Home is one of the country's premier home builders with a reputation for providing architectural innovation.
  • Executed Quality Assurance on new homes.
  • Met with homeowner's at their home site to conduct the final walk through in addition to covering warranty information.
  • Schedule subs and disposition work orders for all warranty work.
  • Following up with home owners to ensure all work was complete.
  • Provided assistance with Networks, Routers, workstations and printers in the field.
I.T. Support Specialist 02/2004 to 02/2005
Rio Hotel & Casino Las Vegas, NV
All-Suite Las Vegas, the premier in Las Vegas Entertainment and Las Vegas Hotel Accommodations.
  • Perform problem determination and resolution and recorded all trouble situations reported to I.T.
  • Provided basic training to Support Technicians and users.
  • Responsible for providing first level support functions on all platforms.
Technical Specialist 09/2001 to 02/2004
NRT Technology Las Vegas, NV
Designed and developed a wide range of casino and lottery applications that are in partnership with IBM.
  • Install, maintained and supported cash handling systems for casino industry country wide.
  • Gathered system requirements and property information to set up proper systems interfacing with SDS, STC and ASCE.
  • Setup port configuration.
  • Setup Standalone PC and installed gateway.
  • Worked with Nevada Test and Gaming labs for software approval.
  • Installed proprietary gaming and ATM software.
  • Setup and maintained small office networks using Linksys routers.
  • Imaged multiple machines using PQDI and Norton Ghost Software.
  • Respond to help desk calls for service around the country.
Associate of Applied Science: IT/Computer Network Systems 2002 ITT Technical Institute - Henderson, NV
Process Improvement
  • Created new departmental procedures manual
  • Assessed organizational training needs.

Client Interface

  • Collaborated with prospective clients to prepare efficient product marketing strategies and drive business development
  • Ensured customer satisfaction by providing technical support

IT Training

  • Successfully trained 25+ employees to use new player tracking system.
  • Oasis Master Certified

Problem Resolution

  • Served as advocate for end-users, performing test and problem analysis for server, desktop and IT infrastructure work.