A major challenge faced by customer support specialists when preparing their resume is effectively showcasing a diverse set of skills, such as communication, technical knowledge, and problem-solving abilities, in a way that stands out to employers. Our guide can assist by providing tailored advice and specific examples on how to structure these skills and experiences compellingly, making your resume more attractive to hiring managers.
Our customer support specialist guide will help you perfect your resume by explaining you how to:
- Alight your customer support specialist resume with the role you're applying for ensuring it will be read by the applicant tracking system.
- Tailor your specific customer support specialist experience to get the attention of recruiters.
- List your relevant education to impress hiring managers.
- Discover job-winning customer support specialist professional resume examples to inspire writing yours.
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simple guide to your customer support specialist resume format
Successful customer support specialist resumes all have something in common - candidates invest in a simple resume layout . One that is easy to read, makes a good first impression, and is adapted to their professional experience.
There are three distinct resume formats , which help you focus on different aspects of your resume. Those are:
- A reverse-chronological resume format - puts your most recent experience in the spotlight
- A functional skill-based resume format that makes your transferrable skills the center of attention
- A hybrid resume format - it combines skills and experiences.
What's more, keep in mind that your resume usually goes through an ATS (Applicant Tracker System) (i.e. the software used by companies in the hiring process).
The customer support specialist resumes that suit the ATS:
- incorporate exact match keywords and skills from the job description;
- should be no longer than two pages;
- should be submitted in a PDF format, unless specified otherwise.
Be aware of location-based layout differences – Canadian resumes, for instance, might differ in format.
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Pro tip
Choose a legible, professional font for your customer support specialist resume, such as Arial or Calibri.
Elevate your customer support specialist resume with these essential sections:
- Header: The go-to section for recruiters seeking your contact details, portfolio, or current role.
- Summary or objective: A snapshot of your achievements and aspirations.
- Experience: A testament to your technical and interpersonal prowess.
- Skills: A showcase of your capabilities aligned with the job requirements.
- Certifications/Education: A reflection of your commitment to staying updated in the industry.
What recruiters want to see on your resume:
- Customer Service Skills: Demonstrated experience in customer service, showcasing ability to resolve complaints and keep customers happy.
- Communication Skills: Excellent written and verbal communication skills to interact with customers effectively.
- Technical Proficiency: Knowledge of relevant software, databases, and CRM tools that aid in managing customer communications.
- Problem-Solving Abilities: Strong problem-solving skills with a proven track record of resolving complex customer issues.
- Product Knowledge: Awareness of the company's products or services to provide accurate and detailed support.
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Strategies for crafting your customer support specialist resume experience section
When detailing your customer support specialist resume experience, it's essential to pair responsibilities with tangible achievements.
Consider including:
- Key responsibilities, emphasizing their significance to your role, team, or organization.
- Experiences that have fostered your technical acumen or professional growth.
- Metrics that underscore your contributions and successes.
- Challenges you've addressed and the solutions you've implemented.
- Strategies you've devised and their measurable impact on growth.
Your experience section is pivotal in making a lasting impression on recruiters. To inspire you, we've curated real-world customer support specialist examples:
- Provided exceptional customer support via phone, email, and live chat, resolving an average of 50 inquiries daily resulting in a 95% customer satisfaction rating.
- Created and maintained a comprehensive knowledge base of product information and troubleshooting guides, reducing customer wait times by 30%.
- Collaborated with cross-functional teams to identify and resolve technical issues, resulting in a 20% decrease in product defects.
- Assisted in the development and delivery of training materials for new hires, ensuring a seamless onboarding process.
- Managed a high-volume call center environment, handling over 100 customer inquiries per day.
- Implemented a customer feedback system that resulted in a 15% increase in overall customer satisfaction.
- Collaborated with the product team to identify and prioritize customer feature requests, leading to the successful implementation of several key enhancements.
- Achieved a 20% reduction in average call handling time through the implementation of streamlined processes and improved customer service techniques.
- Led a team of customer support representatives, providing coaching and mentoring to improve performance and customer satisfaction metrics.
- Developed and implemented a customer loyalty program, increasing customer retention rates by 25%.
- Collaborated with the sales team to identify upselling opportunities, resulting in a 10% increase in average order value.
- Researched and resolved complex customer issues, escalating to the appropriate departments when necessary, resulting in a 30% decrease in unresolved cases.
- Provided technical support for a range of software products, including troubleshooting issues related to installation, configuration, and usage.
- Collaborated with the development team to investigate and resolve software bugs and glitches, resulting in improved product stability.
- Assisted customers in utilizing advanced features and functionality, enabling them to maximize productivity and achieve their business objectives.
- Conducted remote training sessions for customers, ensuring successful adoption and utilization of software solutions.
- Managed customer escalations by investigating and resolving complex issues, providing timely updates and ensuring customer satisfaction.
- Developed and implemented standardized procedures and best practices to improve overall efficiency and customer service quality.
- Collaborated with the product development team to test and provide feedback on new features and enhancements.
- Achieved a 25% reduction in customer complaints through proactive communication and issue prevention strategies.
- Provided technical assistance to customers via phone and email, troubleshooting hardware and software issues for mobile devices.
- Collaborated with the engineering team to identify recurring product defects and propose solutions for improvement.
- Developed and delivered training sessions to educate customers on device functionalities and best practices.
- Maintained accurate customer records and case notes, ensuring efficient tracking and follow-up on support requests.
- Provided front-line technical support for a cloud-based software platform, assisting customers with system configuration and troubleshooting.
- Collaborated with the development team to identify and resolve software bugs and improve overall system performance.
- Conducted user acceptance testing for new software releases, ensuring quality and reliability before deployment.
- Assisted in the creation of user documentation and knowledge base articles to enhance self-service support options.
- Provide timely and effective customer support via multiple channels, including chat, email, and social media platforms.
- Troubleshoot and resolve complex technical issues related to software functionality, data integration, and API usage.
- Collaborate with internal teams to report and track software bugs, ensuring prompt resolution for customers.
- Deliver personalized product demonstrations and trainings to assist customers in achieving their business objectives.
- Assisted customers in setting up and troubleshooting network devices, routers, and modems.
- Researched and resolved connectivity issues, resulting in a 15% decrease in customer downtime.
- Collaborated with the network engineering team to optimize network performance and prevent service disruptions.
- Provided remote technical support, guiding customers through step-by-step solutions for various network-related problems.
- Managed a team of customer support representatives, ensuring adherence to service level agreements and high-quality customer interactions.
- Developed and implemented customer satisfaction surveys, resulting in a 20% improvement in overall customer sentiment.
- Collaborated with cross-functional teams to identify process inefficiencies and implement solutions for improved workflow.
- Performed regular performance evaluations and provided coaching and training to enhance team members' skills and capabilities.
The following content includes information from "O*NET OnLine" by the U.S. Department of Labor, Employment and Training Administration (USDOL/ETA). Used under the CC BY 4.0 license. The data represents the top responsibilities present on the task lists for customer support specialist professionals.
Top Responsibilities for Customer Support Specialist:
- Oversee the daily performance of computer systems.
- Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
- Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
- Answer user inquiries regarding computer software or hardware operation to resolve problems.
- Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
- Confer with staff, users, and management to establish requirements for new systems or modifications.
- Enter commands and observe system functioning to verify correct operations and detect errors.
- Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities.
- Refer major hardware or software problems or defective products to vendors or technicians for service.
- Prepare evaluations of software or hardware, and recommend improvements or upgrades.
Quantifying impact on your resume
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Addressing a lack of relevant customer support specialist experience
Even if you lack direct customer support specialist experience, you can still craft a compelling resume. Here's how:
- Highlight projects or publications that demonstrate your relevant skills or knowledge.
- Emphasize transferable skills, showcasing your adaptability and eagerness to learn.
- In your objective, outline your career aspirations and how they align with the company's goals.
- Consider a functional or hybrid resume format, focusing on skills over chronological experience.
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Pro tip
The experience section is all about relevancy to the customer support specialist role. Decide on items that will show your expertise and skills in the best possible light.
Customer support specialist resume skills: showcasing both hard and soft skills
Your customer support specialist resume should show recruiters your range of skills. List the tools and software you use (hard skills) and how they fit into your daily tasks. But don't stop there. Share the personal traits (soft skills) you've gained from your experiences. Here's how:
- Showcase three top career achievements.
- For each achievement, mention a hard and a soft skill you used.
- Highlight unique skills that set you apart.
- Discuss how your skills improved the workplace or team culture.
Check our list for popular hard and soft skills in the industry.
Top skills for your customer support specialist resume:
Customer Relationship Management (CRM) software
Helpdesk software
Live chat support tools
Email management systems
Ticketing systems
Knowledge base software
Remote desktop support tools
Data entry and management
Basic troubleshooting skills
Microsoft Office Suite
Communication skills
Problem-solving skills
Empathy
Time management
Active listening
Adaptability
Patience
Teamwork
Conflict resolution
Attention to detail
Next, you will find information on the top technologies for customer support specialist professonals from "O*NET OnLine" by the U.S. Department of Labor, Employment and Training Administration (USDOL/ETA). Used under the CC BY 4.0 license.
Top technologies for Customer Support Specialist’s resume:
- Google Angular
- Spring Framework
- Blackboard software
- ServiceNow
- Apple iOS
- Google Android
Pro tip
If you're in the process of learning a pivotal skill for the role, mention this on your resume. It demonstrates initiative while maintaining transparency.
how to properly list your resume's education and certifications
Don't underestimate the importance of your resume education section , as it oftentimes helps you further tailor your resume to the job ad.
When writing your education section:
- Include the most relevant degree you have with information about the institution and dates of start and completion;
- If you're in the process of obtaining your degree, include your expected graduation date;
- Consider leaving off degrees that aren't relevant to the job or industry;
- Add bullet points to show how you gained valuable experience relevant for the job in an academic environment.
When describing your resume certifications , always consider their relevancy to the role.
Use the same format to describe them as you will for your education. If you're wondering what are the best certificates for customer support specialist roles, check out the list below.
Best certifications to list on your resume
- Certified Customer Service Professional (CCSP) - Customer Service Institute of America
- Certified Customer Experience Professional (CCEP) - GAQM
- Support.com Certified Technicians - Support.com
- Microsoft Certified: Dynamics 365 Fundamentals Customer Engagement Apps (CRM) - Microsoft
- COPC Certification - COPC Inc.
Pro tip
If you're in the process of obtaining your certificate or degree, list the expected date you're supposed to graduate or be certified.
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Summary or objective: maximizing the impact of the top third of your resume
The top third of your customer support specialist resume is crucial. It's often the first thing recruiters see and can set the tone for the rest of your application.
Whether you choose a resume summary or a resume objective, make it count. The former is great for showcasing career highlights, while the latter balances your achievements with your future aspirations.
Both should be tailored to the role, as there's no universal approach to crafting the perfect customer support specialist summary or objective. Use the examples below as a starting point.
Resume summary and objective examples for a customer support specialist resume
Additional sections to amplify your customer support specialist resume
To further personalize your resume and showcase a broader spectrum of your professional journey, consider adding:
- Projects that highlight your hands-on experience.
- Awards that recognize your industry contributions.
- Volunteer work that underscores your community involvement and soft skills.
- Hobbies that offer a glimpse into your personality and passions.
Key takeaways
- Keep your customer support specialist resume clear and organized with key sections.
- Only include relevant details. Space is limited.
- Support your achievements with both hard and soft skills.
- Detail your experience, focusing on your industry expertise.
- Highlight the most relevant certifications to show your dedication to the field.
