CUSTOMER SUPPORT ENGINEER SKILLS, EXPERIENCE, AND JOB REQUIREMENTS

Published: September 17, 2024 - The Customer Support Engineer offers expertise in dismantling and assembling desktops, with advanced troubleshooting skills across Windows environments. Proficient in hardware assembly, networking, and remote connectivity tools, alongside experience configuring and troubleshooting email clients. Background includes supporting enterprise-level applications, delivering service within ITIL frameworks, and working with platforms like Content Suite and SuccessFactors.

Essential Hard and Soft Skills for a Standout Customer Support Engineer Resume
  • Desktop Dismantling and Assembly
  • Windows Troubleshooting
  • Hardware Assembling
  • Networking
  • Remote Connectivity Tools
  • Email Client Configuration
  • Microsoft Applications Troubleshooting
  • Enterprise Application Support
  • ITIL Service Delivery
  • Content Suite and SuccessFactors Expertise
  • Problem Solving
  • Customer Communication
  • Time Management
  • Attention to Detail
  • Team Collaboration
  • Adaptability
  • Patience
  • Conflict Resolution
  • Analytical Thinking
  • Stress Management

Summary of Customer Support Engineer Knowledge and Qualifications on Resume

1. BA in Computer Science with 4 years of Experience

  • Experience in dismantling / assembling desktops
  • Good Customer handling skills
  • Trouble shooting skill on Windows 2000 / XP / Vista / 2003
  • Knowledge on Hardware Assembling and troubleshooting
  • Knowledge of RAS Remote connectivity Tools
  • Installation and trouble shooting skills on all Microsoft Applications and Software's.
  • Knowledge of Networking (LAN)
  • Knowledge of configuring & troubleshooting email Clients
  • Previous experience working within a technical support or consulting environment working with enterprise-level multi-tiered applications and supporting technologies.
  • Experience with Content Suite or SuccessFactors
  • Experience delivering service within an ITIL based service delivery model.
  • Windows, UNIX, and Application administration skills in a TCP/IP networked environment.

2. BA in Information Technology with 6 years of Experience

  • Experience working in a high-tier technical support role or similar.
  • Comfort with support industry tools & practices such as case management, knowledge base, defect & escalation management.
  • Proficiency in standard debugging concepts (e.g. analyzing log files).
  • Proficiency supporting several major web browsers such as Chrome, Firefox or Safari.
  • Experience inspecting and diagnosing issues in JavaScript single-page applications.
  • Excellent knowledge and prior experience supporting network security technologies (Proxies, NG Firewalls, SSL/IPSec, VPN's, SSO).
  • Expertise in troubleshooting various scenarios and systems by using knowledge of common tools (tcpdump) and protocols (TCP/IP, NTP, DNS, DHCP, etc.).
  • Demonstrable experience with systems installation, configuration and administration of UNIX/Linux and Windows­ based systems
  • Experience supporting Microsoft Server and Client environments
  • Experience in troubleshooting API implementation issues
  • Working knowledge of one or more is preferred: DLP and Encryption gateways, Windows Security, 3D Printing, Mechanical Engineering, Robotics, CAD, SaaS, Cloud Technologies, High-Pressure Gas Systems.
  • Ability to deliver a superior customer experience to users.
  • Ability to learn new technologies quickly and make related technical language understandable.
  • Passion for solving tough problems and proposing

3. BA in Electrical Engineering with 3 years of Experience

  • Fluent in English (written and verbal)
  • Aptitude for providing excellent customer service including clear communication, problem solving and technical writing skills
  • Possess good organizational skills and the ability to manage multiple issues simultaneously within a fast paced and changing environment
  • Positive self-starter, able to take direction, and work within a team environment
  • Aptitude and eagerness to learn and support new products and systems
  • Skills Enterprise Storage Solutions (Hitachi, EMC, IBM), (TCP/IP, Active Directory), Cloud based Solutions
  • Skills Fibre Channel Solutions (Brocade, Cisco), Network Attached Storage, IP Networking Concepts 
  • Programming Skills (Python, REST API)
  • Skills Operating systems/Hypervisors (Windows, Linux, VMware)
  • Strong desire to provide exceptional customer support efficiently with a high focus on first call resolution.
  • Proven experience working in a fluid environment that is ever growing and changing
  • Positive attitude, patience, dedication and commitment

4. BA in Mechanical Engineering with 5 years of Experience

  • Experience in technical client-facing or support experience
  • Prior experience with digital marketing, email solutions, mobile app technology desirable
  • Experience with one or more of: HTML/CSS, Javascript, PHP, Web APIs, NoSQL Database Queries, Linux Command Line, mobile app development/troubleshooting, push notifications, HTML5, Objective-C, Swift, Java, Ruby.
  • Experience with network request inspection on mobile and web (e.g. Charles HTTP proxy)
  • Strong written and verbal communication skills
  • Positive attitude, high energy and an eagerness to learn
  • Command of autonomy, self-empowerment, ownership, prioritization, and urgency
  • Excellent organizational skills and great attention to detail
  • Sensitivity and flexibility in adapting communication and work styles to varying client backgrounds (i.e. corporate hierarchies to start-up environments).
  • Skills and patience in presenting above technical concepts to individuals without strong technical backgrounds.
  • Ability to perform under pressure and meet deadlines
  • A passion for leveraging technology to create successful customer experiences

5. BA in Systems Engineering with 2 years of Experience

  • Knowledge of electrical power and safety, electronics and basic schematic reading
  • Previous service supervisory / managment experience
  • Knowledge and understanding of optics, fibers, laser diodes and test equipment
  • Working knowledge of MS Word and Excel
  • Previous training in problem solving and quality improvement tools (8D, Pareto, etc.)
  • Strong record of problem solving, implementing robust processes and systems.
  • Experience in supporting process development of components, sub-systems, fibers, precision optical/electro-mechanical assemblies
  • Prior international travel and customer facing field service experience
  • Spanish or Mandarin speaker 
  • Ability to thrive in a regional office geographically separated from other parts of the organization
  • Desire to work in a fast-paced, high-growth, fun technology company

6. BA in Network Administration with 4 years of Experience

  • Hands experience as a SW/algo/embedded developer
  • Customer-facing positions (system/program/application)
  • Excellent people and communication skills
  • Quick learner who likes to combine technological disciplines with system level orientation
  • On-site problem solving and deep analysis skills
  • Fluency in English
  • Experience as a Customer Support Specialist or similar CS role
  • Familiarity with industry (CyberSecuriy) req’d, Identity space
  • Experience using help desk software and remote support tools
  • Excellent presentation and problem-solving skills
  • Multi-tasking abilities

7. BA in Software Development with 1 year of Experience

  • Strong communications skills – fluent in spoken and written English
  • Demonstrable troubleshooting skills
  • Ability to cross-team collaboration
  • Ability to logical and critical thinking
  • Passion for technology and customer support
  • Understanding of cloud vs. on premise computing. 
  • Familiarity with fundamentals of cloud computing.
  • Technical understanding of commerce platform concepts and procedures including online services, Order to Cash operations and general billing and commerce systems processes (e.g., invoicing, credit card transactions).
  • Experience using Microsoft 365
  • Experience in laboratory and/or field service experience
  • Strong interpersonal skills, strong team player with customer satisfaction focus

8. BA in Data Analytics with 3 years of Experience

  • Good understanding and knowledge about telecommunication networks
  • Good knowledge of Unix/Linux and IP
  • Good knowledge of database systems
  • Experience with core network products and cloud platform (Nokia experience preferably)
  • Expertise with CS Core Systems (MGW/MSS) and VoLTE (IMS,TAS,SBC)
  • Excellent communication skills and customer orientation
  • Ability to work in a project team
  • Strong solution-oriented mindset and problem-solving skills
  • English and Russian or Turkmen local language
  • Experience with SaaS solutions
  • Exposure to analytical equipment, laboratory environment, and/or instrument control software
  • Demonstrated ability to troubleshoot, repair, and provide qualification services
  • Knowledge of laboratory safety practices as defined by the Company and/or the customer’s site safety code

9. BA in Cybersecurity with 5 years of Experience

  • Experience in a customer support role providing technical support in a SaaS organization
  • Intellectual curiosity and a readiness to learn new technologies at lightning-speed
  • Exemplary verbal and written communication skills
  • Commitment to providing an exceptional experience to customers
  • Creative and methodical problem-solving skills
  • General technical knowledge of and passion for
  • Attention to detail and follow up - observant 
  • Experience in CRM (ServiceMax) and PLM systems 
  • Excellent English skills, both written and verbal
  • Experience with and comfort working in a multi-cultural, multi-discipline organization 
  • Excellent analytical skills and the ability to work under pressure
  • Field Service experience in food processing environment or technical support required or willing to do extended on-the-job training to gather experience

10. BA in Telecommunications with 4 years of Experience

  • Experience with SQL scripting and administration.
  • Experience in troubleshooting complex applications.
  • Familiar with relational database concepts
  • Familiar with object-oriented programming language
  • Understanding of modern software design concepts
  • Experience providing customer support and troubleshooting issues in a SaaS environment with an assertive deployment schedule
  • Experience working with vehicle telematics
  • Basic understanding of how SaaS integrations work
  • Experience with Zendesk, Jira, Confluence, Quip, and similar tools
  • Knowledge of PagerDuty, Google Docs, Sheets, Slides, Meet, Zoom, and Gmail

11. BA in Computer Science with 4 years of Experience

  • Experience in a customer facing role, ideally in a SaaS environment
  • Experience troubleshooting web-based applications
  • Database knowledge, MySQL, and PostgreSQL 
  • Experience with Java and REST API 
  • Working knowledge of SSL, SSO, and LDAP 
  • Knowledge of Data Quality software and systems 
  • Experience with customer service and technical support, preferably within a team setting
  • Programming skills in Python
  • Good experience with version control (git) and comfortable with git-flow
  • Good experience with Linux command-line tools
  • Experience with unit tests is nice to have
  • Fluent in English, both written and verbal
  • Familiarity with tools in the Atlassian stack (Jira, Confluence, Bitbucket)

12. BA in Information Technology with 6 years of Experience

  • Experience in technical support, consulting, or other customer-facing 
  • Excellent customer service skills, the ability to be empathetic, accurate, compassionate, responsive, resourceful, and conscientious
  • Basic experience in any backend language: Python, Java, .Net, or another object-oriented programming language, and willingness to learn Python
  • Working knowledge of SQL queries
  • Excellent organizational, written, and oral communication skills
  • Able to convey technical jargon in a wide array of syntax
  • Strong verbal and written communication, willingness to contribute to knowledge base articles
  • Experience communicating complex customer issues to development teams
  • Ability to empower end-users to support themselves using knowledge base
  • A desire to proactively seek solutions to problems and propose improvements to make Ridecell the leading transportation platform
  • Ability to evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document for further escalation
  • Basic knowledge of various mobile platforms (e.g. iOS, Android)
  • Previous work in the transportation space (e.g. transit agency, university transportation, TNC company, and fleet asset management)

13. BA in Electrical Engineering with 3 years of Experience

  • Have validated experience and a real passion for supporting network security products.
  • Experienced at solving sophisticated networking issues and have a superb grasp of core networking theory.
  • Strong verbal and written communication skills for answering technical inquiries with customer follow-up.
  • Have a desire to expand skills, move into new areas.
  • Diligent to details and analytical.
  • Product-specific support experience
  • Web Proxy support experience
  • Familiarity with Firewall, ISR or VPN
  • Familiarity with ZenDesk, JIRA
  • Ability to prioritize and work responsibly with or without direct supervision.
  • Well Developed problem solving and troubleshooting skills
  • Experience working with X-Ray based scientific instrumentation and or Particle Characterisation

14. BA in Mechanical Engineering with 3 years of Experience

  • Highly skilled in SQL including but not limited to joins, pivots, aggregates, analytical functions, etc.
  • Excellent analytical and critical thinking skills
  • Ability to manage and prioritize customer priorities across Aria teams.
  • Experience working with MS Office tools (Word, PowerPoint, Excel, Outlook) and collaboration software.
  • Experience working with ticket tracking applications and related support tools such as Microsoft Dynamics, Jira, etc.
  • Experience working with configuration management tools such as BitBucket
  • Ability to think strategically and use creative problem solving skills to effectively operate in an environment that is constantly changing.
  • Knowledge of recurring revenue, subscription billing and /or monetization strategies
  • Strong commitment and interest in a career Engineering 
  • Ability to thrive in a fast-paced and dynamic work environment with a variety of challenges
  • Ability to communicate effectively throughout a variety of levels within the organization
  • Results-driven, specifically with the ability to drive results by leading, motivating, and influencing others

15. BA in Systems Engineering with 2 years of Experience

  • Have a real passion for supporting network security products.
  • Experienced at solving advanced networking issues and have a superb grasp of fundamental networking.
  • Strong verbal and written communication skills, and skilled in answering customers’ technical questions.
  • Desire to expand skills, move into new areas.
  • Detail-oriented and analytical.
  • Comfortable troubleshooting via both phone and email.
  • Familiarity troubleshooting/understanding LAN/WAN environments, Active Directory, DNS, multiple OS platforms, cloud-based security products
  • Web Proxy support experience
  • Familiarity with Firewall, ISR or VPN, Zendesk , JIRA
  • Ability to prioritize and work responsibly with or without direct supervision.
  • A passion and drive to provide the highest level of customer satisfaction
  • A flexible and reliable attitude

16. BA in Network Administration with 7 years of Experience

  • Strong desire and proven ability to provide outstanding customer service every day
  • Excellent communicator, enjoy making complex things simple to understand
  • Excellent troubleshooting skills, see the patterns and things that others may miss
  • Proficient in Oral and written French or SDK/Mobile Development Android/iOs/Java
  • Great Customer facing skills (email and over the phone)
  • Understanding of SQL and generating simple queries
  • Knowledge of HTML and at least two of the following technologies, PHP, Perl, JAVA, JSP/JSF, Ruby, Javascript or ASP.Net
  • Excellent analysis, troubleshooting and debugging skills, in particular with web workflow and websites
  • Ability to handle a wide variety of sometimes demanding and complex issues
  • Self-motivated with good communication and organisational skills
  • Demonstrable experience working on customer sites.

17. BA in Software Development with 3 year of Experience

  • Experience working in a technical support role
  • Experience in working is a customer facing role supporting complex software products
  • Fluency in French, both verbal and written 
  • Experience working with SaaS products is highly desirable
  • Active, hands-on able to effectively provide excellent customer support
  • Good problem solving and conflict resolution skills to quickly and effectively resolve customer issues and ability to handle difficult situations
  • Ability to understand and troubleshoot problems in software and electronics, optics, mechanical, electro-mechanical and electro-optical systems to address on site customer problems.
  • Some experience in a customer facing technical position for a SaaS based company, especially one with a robust REST API
  • Experience working within a ticket management system, Checkr uses ZenDesk
  • Relative awareness of computer networking concepts such as protocols, infrastructure, and authentication methodologies
  • Experience or knowledge in various coding languages is a plus but not required, especially in the following languages: HTML, JS, CSS, Ruby

18. BA in Data Analytics with 3 years of Experience

  • Cryogenic system repair or applications support.
  • Demonstrated success working in a technical, customer facing role.
  • Strong knowledge of Microsoft office applications including, Outlook, Word, Excel, PowerPoint
  • A strong understanding of High Vacuum Fundamentals and equipment is highly desirable.
  • Experience in electromechanical, cryogenic pumps, compressors .
  • People skills, technical aptitude, customer facing roles. 
  • Must be comfortable speaking / presenting in meetings with customers and Edwards personnel.
  • Excellent presentation and communication skills
  • Excellent analytical and problem solving skills
  • Excellent customer relation and teamwork skills
  • Languages: French, Fluent English (Both written and spoken)
  • Experience in semiconductor or electronic industry
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