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1

product support specialist

  • Answer user inquiries regarding computer software operation to resolve problems.
  • Troubleshoot EDI technical concerns thru phone calls, Emails and ticketing system.
  • Supports different Desktop EDI Software (provided by GXS) and cloud data concerns. 
  • Assisting clients for Software installation process, product administrative issues, Software maintenance and other technical product concerns.
2

product support specialist

  • Document and maintain information relating customers 
  • Provide technical support, advice, and assistance to customers.
  • Provide applications and product support to customers as well as the service teams.
  • Take appropriate steps to bring any open support cases to resolution in a timely manner. 
  • Perform additional functions as requested by management. 
3

product support specialist

  • Mained Customer Relationship by building rapport through providing best service.
  • Customer satisfaction was given prominence. Hence, various measures were taken.
  • Every C-SAT had parameters in quality basis which I achieved on maximum basis most times.
  • Understanding customer behavior, expectations from the product analyzing Usage trends and product adaptability to increase usage and make the product sticky.
  • Work towards providing an excellent customer experience by going that extra mile on every interaction.
  • To resolve complex technical queries and issues of product functionality and defect correction as well as coordinating with the software Engineers for product support.
4

product support specialist

  • Provide support to  MercuryGate Production/QA environments 24/7 for 500+ customers.
  • Take customer calls on issues and walkthrough requests of multiple products within the MercuryGate Suite.
  • Mail updates on outages, scheduled maintenance, OS patching and other information.
  • Locate and correct data entry errors within MercuryEdge and the MercuryGate TMS.
  • Join bridge calls to work with other departments within the customer base to resolve complex issues.
  • Work closely with other teams to work on a hand-off process.
  • Confer with customers by telephone or in person to provide information about products or services and obtain details of complaints.
5

product support specialist

  • Provide 24/7 support to our customer base while also working to ensure internal employees have the tools needed to perform their job duties. 
  • Work to ensure customer satisfaction within the product was outstanding while providing step by step guidance on troubleshooting techniques. 
  • Provide customer facing training on ticketing systems.
  • Obtain and examine all relevant information to assess validity of complaints and to determine possible resolutions/causes.