Technical Support Resume Examples of 2023

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Frank Hackett

Certified Professional Resume Writer (CPRW)

Frank Hackett is a professional resume writer and career consultant with over eight years of experience. As the lead editor at a boutique career consulting firm, Frank developed an innovative approach to resume writing that empowers job seekers to tell their professional stories. His approach involves creating accomplishment-driven documents that balance keyword optimization with personal branding. Frank is a Certified Professional Resume Writer (CPRW) with the Professional Association of Resume Writers and Career Coaches (PAWRCC).

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Example #1
Technical-Support_Example-1.pdf

Example #1

Example #2
Technical-Support_Example-2.pdf

Example #2

Example #3
Technical-Support_Example-3.pdf

Example #3

Technical Support Text-Only Resume Examples

Years of Experience
  • Example #1 #1
  • Example #2 #2
  • Example #3 #3

Joseph Corbin
(123) 456-7890
[email protected]
123 Carpenter Street, Philadelphia, PA, 12345

Profile

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.

Professional Experience

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

Technical Support Representative, BestBuy, Philadelphia, PA
May 2019 – October 2020

  • Diagnosed and troubleshot technical issues related to computer devices, delivered quality customer service and achieved a 91% satisfaction rating on exit surveys
  • Communicated empathetically with frustrated customers to resolve problems and calmly guided them through the technical support process

Education

Bachelor of Science (B.S.) Information Technology
Temple University Philadelphia, PA September 2015 – May 2019

Key Skills

  • Information Technology
  • Technical Support
  • Root-Cause Analysis
  • Customer Service
  • Hardware Configuration

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

Meera Patel
(123) 456-7890
[email protected]
123 W 15th Street, Minneapolis, MN 12345

Profile

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.

Professional Experience

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

Technical Support Specialist, PeopleSoft, Minneapolis, MN
May 2011 – October 2016

  • Resolved technical issues for client businesses during the integration of the PeopleSoft HR solution, which included diagnosing complex configuration issues
  • Coordinate with the escalations team to identify solutions for tier III issues and ensure timely resolution to maintain positive client relationships

Education

Bachelor of Science (B.S.) Information Technology
University of Minnesota, Minneapolis, MN September 2007 – May 2011

Key Skills

  • Information Technology
  • Team Leadership
  • Technical Support
  • Software Configuration
  • Client Relations

Tips for Writing a Better Technical Support Resume

Now that you’ve seen some examples of compelling technical support resumes, we’ll provide additional expert tips to help you showcase your own professional experience. To tell your story effectively, you’ll want to feature your strongest career achievements. It’s important to understand that hiring managers aren’t drawn to documents filled with generic bullet points. They want candidates who can paint a compelling picture of their career history. Below, you’ll find three tips to guide you as you begin the resume-=building process:

1. Balance Your Technical Support and Communication Skills

In this type of role, you’ll want to feature a mix of hard technical skills and customer service qualifications on your resume. Hiring managers value candidates who excel in communicating with clients and solving complex problems efficiently, so you’ll want to balance how you highlight these two distinct aspects of your career. In the example below, the job seeker features a mix of hard and soft skills in the opening summary:

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.

2. Incorporate Technical Support Metrics

It’s important to incorporate data and metrics to quantify your achievements as a technical support specialist. Most organizations have systems in place to measure KPIs for technical support teams, and hiring managers will want to see hard numbers illustrating your performance. In the example below, the candidate highlights a collaborative team effort to reduce average call times, which is an important metric for prospective employers:

  • 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. Feature Your Technical Leadership Capabilities

To propel your career growth forward from a tech support representative to a management position, you’ll want to highlight your leadership capabilities using tangible examples from your career. In the example below, the candidate already has experience working with an IT manager to supervise personnel. During the early stages of your career, however, it’s unlikely you’ll be managing direct reports. In this instance, you can still demonstrate your leadership qualities by showcasing your ability to support your colleagues. Remember that being able to collaborate with team members to support organizational objectives is also an indicator of management potential:

  • 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

 

Key Skills Hiring Managers Look for on Technical Support Resumes

Most organizations utilize some form of Applicant Tracking System (ATS) to eliminate candidates who aren’t qualified for the position. If your document lacks a certain number of keywords from the job description, you may be rejected by the software algorithm at the beginning of the application process. To mitigate this risk, you’ll need to incorporate as many key terms as possible from the posting into your resume. Below, you’ll find a list of common skills that you might see over the course of the job hunt:

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
Information Technology Leadership
Process Improvement Root-Cause Analysis
Software Configuration System Administration
Technical Leadership Technical Support
Troubleshooting  

Common Action Verbs for Technical Support Resumes

Many job seekers need more action verbs when writing their resume’s professional experience section. In some cases, you can use only a certain number of verbs to convey your career achievements accurately. However, differentiating your usage of action verbs can help to enhance the hiring manager’s reading experience. To help you out, we’ve compiled a list of verbs you can use to craft your bullet points:

Action Verbs
Analyzed Created
Conducted Coordinated
Designed Developed
Diagnosed Drove
Enhanced Evaluated
Executed Identified
Implemented Improved
Led Managed
Oversaw Partnered
Performed Programmed
Provided Resolved
Spearheaded Supported
Troubleshot  

How to Align Your Technical Support Resume With the Job Description

According to the Bureau of Labor Statistics, the average annual salary for computer support specialists was $57,910 in 2021. Although the technology industry continues to grow rapidly, you’ll still need to build a strong resume to capitalize on opportunities within the open market. Hiring managers value candidates who take the time to customize their resumes to the job description, which is why it’s important to align your document with the organization’s needs.

For example, suppose a company is looking for a technical support specialist with strong interpersonal skills. In that case, you’d want to highlight your ability to communicate effectively with frustrated customers to solve technical issues quickly and efficiently. If an organization is looking for a tech support representative who excels in hardware and software configuration, you should provide examples of your troubleshooting these specific types of issues throughout your career. By tailoring your resume to the job description, you’ll maximize your chances of landing your next interview.