How To Write a Technical Support Resume
Your technical support resume should demonstrate an ability to troubleshoot and resolve technical issues. Also, it must display your ability to deliver high-level customer service with a responsive approach and collaborate cross-functionally to offer solutions to complex technical problems. Review our list of tips and examples to accelerate your job search and land your next interview.
- Entry-Level
- Mid-Career
- Senior-Level
1. Create a profile by summarizing your technical support qualifications
Creating a compelling snapshot of your technical support career is the best way to draw the reader in. Start by listing your job title, years of experience, and three to four specializations that align with the job posting. In the subsequent sentences, establish yourself as a thought leader within your space.
For example, if you have a proven track record of implementing new processes to improve resolution times, highlight this information directly in your profile. If you supervise a team of 25 technical support representatives or collaborate with cross-functional groups, draw attention to these details in your summary. Providing these types of insights will help you tell your story and communicate the value you can bring to prospective employers.
Senior-Level Profile Example
A Technical Support Team Lead with 10+ years of experience leading high-performance teams to resolve complex software issues. A strong history of identifying opportunities to improve the delivery of technology solutions for client businesses.
Entry-Level Profile Example
An IT professional with three years of experience specializing in technical support, customer service, and system administration. Adept at communicating effectively with customers to identify ideal solutions to technical issues and ensure client satisfaction.
2. Create a powerful list of your technical support experience
Create bullet points that emphasize your career achievements rather than job responsibilities to craft a results-driven professional experience section. Companies are interested in results, and as a technical support professional, it’s important to showcase the value of your contributions by incorporating data, metrics, and monetary figures.
Emphasize your ability to collaborate with cross-functional teams and translate complex technical concepts into accessible language, as you won’t always work solely with technical support and information technology (IT) professionals.
Senior-Level Professional Experience Example
Technical Support Team Lead, Salesforce.com, Minneapolis, MN
October 2016 – Present
- Field 15+ tier III issues per day related to the Salesforce CRM platform, interface with customers to diagnose root causes, and achieve a 95% client satisfaction rating
- Provide training to end-users on the Salesforce CRM and deliver step-by-step instructions for configuration and updates to ensure optimal functionality based on customer needs
- Coordinate with the IT Manager to supervise a team of 25+ technical support representatives and deliver coaching and mentorship to improve performance
Entry-Level Professional Experience Example
Technical Support Specialist, HP Pavilion, Philadelphia, PA
October 2020 – Present
- Troubleshoot and resolve 25-35 tier I technical issues on a daily basis for HP desktop and laptop devices, diagnose hardware and software issues, conduct root-cause analysis, and escalate tier II and tier III issues to appropriate personnel
- Generate customer satisfaction ratings of 93% and receive recognition from management for achieving a top-three ranking in resolution times across a 30-person team
- Coordinate with the IT manager and technical support specialists to refine the knowledge base for recurring issues to reduce average call times by 5-10 seconds on average
3. List your technical support education and certifications
In addition to your education, feature any relevant certifications you’ve achieved throughout your technical support career. Although most employers will be more interested in your professional experience, obtaining other credentials will show you are motivated to advance your IT career.
For instance, earning a Microsoft 365 Advanced Administrator credential requires a deep dive into the platform’s sophisticated tools and will position you as an expert. A certification alone won’t guarantee an interview for senior-level job seekers, but it will show prospective employers you’re committed to continuous learning.
Education
Template
- [Degree Name]
- [School Name], [City, State Abbreviation] | [Graduation Year]
Example
- Bachelor of Science (B.S.) Information Technology
- Temple University, Philadelphia, PA | 2016
Certifications
Template
- [Certification Name], [Awarding Organization], [Completion Year]
Example
- Microsoft 365 Administrator Advanced, Microsoft, 2020
- Certified Information Systems Security Professional (CISSP), International Information System Security Certification Consortium, 2019
4. Make a list of your technical support-related skills and proficiencies
Most organizations rely on some form of applicant tracking system (ATS) to identify qualified candidates for job openings. To get your resume through the initial screening process and into the hiring manager’s hands, incorporate keywords from the job description directly into your profile, professional experience, and skills section. Below, you’ll find a list of key terms and skills you may encounter while applying for technical support positions:
| Key Skills and Proficiencies | |
|---|---|
| Account management | Analysis |
| Client relations | Communication |
| Computer science | Cross-functional collaboration |
| Customer service | Customer success |
| Data analysis | Debugging |
| End-user training | Hardware configuration |
| IT | Leadership |
| Process improvement | Root-cause analysis |
| Software configuration | System administration |
| Technical leadership | Troubleshooting |
5. Highlight your communication and cross-collaboration skills
Technical support requires much more than solving IT issues and troubleshooting computer problems. Emphasize your deep technical expertise, and highlight your communication and cross-functional leadership experience. As a technical support engineer, you’ll be interfacing with a range of professionals, so it’s important to focus on your ability to communicate effectively with both technical and non-technical personnel.
6. Showcase specialized training and IT credentials
Beyond listing certifications you earned as a technical support professional, highlight special skills that will draw the attention of hiring managers. For example, if you earned a Certified Information Systems Security Professional (CISSP) certification that positions you as a cybersecurity expert, note in your resume summary that you are adept at improving the IT security posture of businesses. If you are applying for a position that will center on Microsoft 365 and you are a Microsoft Certified IT Professional, note this in your profile because it will position you as an ideal candidate for the job.
How To Pick the Best Technical Support Resume Template
When selecting your template, prioritize structure and readability over visual appeal. Content is king. Your professional experience, skills, and education should always be the focal point of your resume. Hiring managers will always be more interested in your achievements and qualifications than the style of your template.
Technical Support Text-Only Resume Templates and Examples
- Entry-Level
- Mid-Career
- Senior-Level
Mina Sayed
(123) 456-7890
[email protected]
123 Pine Brook Dr, Miami, FL 12345
Profile
A Technical Support Specialist with five years of experience specializing in information technology, customer service, communication, and software configuration. A proven track record of interfacing with diverse clients to resolve complex software defects and technical issues.
Professional Experience
Technical Support Specialist, Apple, Miami, FL
October 2019 – Present
- Provide technical support to 30+ customers per day for Apple devices and products, translated complex technology concepts into accessible language, and deliver guidance to customers to deliver timely resolutions and ensure satisfaction
- Coordinate with the Training Manager to implement a new training program for 100+ representatives and support the development of new curriculum
- Deliver support to team members to identify appropriate solutions for issues using the company knowledge base, resulting in a 5% reduction in escalations
Technical Support Representative, Samsung, Miami, FL
May 2017 – October 2019
- Fielded and resolved over 25+ technical issues per day related to Samsung mobile devices, supported customers retrieving lost data, and delivered step-by-step instructions to configure new phones and ensure optimal performance
- Achieved customer service ratings of 93% by utilizing conflict resolution techniques to calm frustrated customers quickly and efficiently
Education
Bachelor of Science (B.S.) Information Technology
University of Miami, Miami, FL September 2013 – May 2017
Key Skills
- Information Technology
- Technical Support
- Root-Cause Analysis
- Customer Service
- Hardware Configuration
Frequently Asked Questions: Technical Support Resume Examples and Advice
What are common action verbs for technical support resumes?-
Action verbs help hiring managers visualize your contributions, but it’s easy to find yourself running short on action verbs during the resume-building process. Differentiating your word choice can enhance the quality of your bullet points and eliminate the appearance of redundancy.
Try these action verbs to craft your professional experience section:
| Action Verbs | |
|---|---|
| Analyzed | Created |
| Conducted | Coordinated |
| Designed | Developed |
| Diagnosed | Drove |
| Enhanced | Evaluated |
| Executed | Identified |
| Implemented | Improved |
| Led | Managed |
| Oversaw | Partnered |
| Performed | Programmed |
| Resolved | Spearheaded |
| Supported | Troubleshot |
How do you align your resume with a technical support job description?-
According to the Bureau of Labor Statistics, jobs for technical support engineers, also known as computer support specialists, are projected to grow by 6% from 2021 to 2031, which is average compared to most occupations. This growth is driven by a need to provide technical help and training to businesses but might be offset as some organizations explore artificial intelligence (AI) such as chatbots for tech support. Also, smaller businesses might contract with an IT-managed services provider (MSP) rather than hire an in-house technical support professional.
Although these projections are fairly optimistic, still align your resume with the job description to secure interviews for the most lucrative opportunities. For example, suppose a company is looking for a technical support expert specializing in hardware configuration. Provide specific examples of this in your professional experience section. Or, maybe a company wants to hire a tech support professional who can manage other technical support staff. Be sure to showcase leadership and management experience to draw the attention of the hiring manager.
What is the best technical support resume format?-
The reverse chronological format is ideal for most resumes, including technical support. This approach ensures your most recent and relevant experience is featured at the top of your document. Even at the entry level, it’s best to avoid functional resume formats. If you lack hands-on experience, you’d still be much better served by illustrating certifications and academic projects rather than only listing skills.
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Crafting a strong cover letter helps your chances of landing an interview during a job search. The key to creating a compelling cover letter is to customize your document for the organization you’re applying to. Read our Information Technology IT cover letter guide to learn how. For other related cover letter examples, see our computer science and software engineer cover letter guides.
