Software Support Resume Samples

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Software Support staff is in charge with solving customer issues in a timely and effective manner. Essential responsibilities of a Software Support are taking incoming calls, handling tickets, diagnosing problems, creating activity reports, finding ways to improve customer support services, forwarding unresolved queries to the next level of support, and explaining to customers how to complete the problem solving process. Resume examples in the field mention abilities like technical skills, customer service, problem solving, attention to details, teamwork, being able to work under pressure, and computer competences. Most eligible resumes showcase college education and training in technology or computer science.

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1

Software Support Specialist / IT Consultant

Part of a team of 32 staff providing design implementation, testing (IST, UAT), and technical support to a key government client-FEMA. Develop training materials and provide end-user training and internal onboarding for new hires. Participate in all phases of system upgrades to develop comprehensive understanding of implementation life-cycle. Create and execute test scripts and develop test scenarios to increase understanding of new upgrade solutions.

  • Apply agile methodology to implementations and remediation with development teams to identify solutions and monitor tasks.
  • Created and executed manual software test plans, cases and scripts, and identified and documented software problems and causes.
  • Serve as area lead and go-to-person for all activities regarding Master Data which include training, onboarding, and creating design specifications.
  • Selected as primary author for all training manuals and materials dealing with Master Data roll information, this includes manuals for students, instructors, activity sheets, and assessments.
Candidate Info
16
years in
workforce
3
years
at this job
BS
Computer Information Systems
2

Education Software Support Analyst

Technical support and analysis to identify, investigate, and resolve technical issues via chat, email, telephone, and web.

  • Initiated and track support cases in a high call volume environment.
  • Created and edit technical writing articles for the Knowledgebase Management Systems of new and updated problem-solving methods and information.
  • Tested, and configured educational applications on Windows, Mac, and iOS environment.
Candidate Info
13
years in
workforce
1
year
at this job
BA
Marketing
3

Software Support Engineer

  • Opened, tracked and resolved incident response and service requests, ensuring problem ownership, promoting end user satisfaction
  • Provided technical expertise, system knowledge, and applicable code updates to support production & test efforts as it relates to customer issues and concerns
  • Troubleshoot and developed technical solutions related to software and configuration for the company platform
  • Build / configured, test, and performed implementation of hardware, peripheral equipment and related software
  • Created workaround procedures when standard procedures have failed and ensured issues are resolved in a timely manner
  • Created Proof of Concepts and demonstrated to the customer that their requirements can be met utilizing custom developed solutions and technologies
  • Performed application configuration and setup across multiple areas of the ERP system and other related applications
  • Developed and updated important documentation including business process flows, requirements documents, functional and technical design documents
Candidate Info
11
years in
workforce
3
years
at this job
AAS
Information Systems
4

Software Support Engineer

  • Provided software support for iBase, Analyst Notebook, Counter Fraud Management software to high profile client such as Twitter, The United Nations, TD Bank, US Air Force and more
  • Provided content and maintained quarterly newsletter//Point of contact/SME for HIPPA/ Blue Diamond
  • Worked with tools such as SQL, Web sphere, Unix, Java, DB2
  • Introduced best practices to help increase productivity/Software testing
Candidate Info
13
years in
workforce
2
years
at this job
BS
Information Systems
5

Software Support Specialist

  • Diagnose, troubleshoot, and resolve a wide range of software, hardware, and network issues
  • Provided technical support for multiple number of clients nationally
  • Resolved 90% of issues with first call resolution
  • Monitor, log and track all phases of help desk support tickets
Candidate Info
11
years in
workforce
2
years
at this job
English
Computer Science
6

Software Support Representative

Act as customer's primary non-scripted software support point of contact. Multi-task numerous systems and applications to analyze and resolve user or software errors.

  • Work with a variety of communication mediums, including chat, email, and telephone support. Remote support sessions and device buildout experience.
  • Identify trends and author educational articles to aid customer resolution of current and trending issues.
  • Contribute to at least one meeting per day to discuss current and future changes in the functionality of the software by addressing any trending bugs or Team Foundation Server issues. Independent learning for semi-annual software update releases.
  • Trained in multi-state regulations and protocols to ensure legal compliance with out of state customers.
Candidate Info
5
years in
workforce
2
years
at this job
BS
Kinesiology
7

Software Support Manager

Streamlined Defect Process between the Support and Quality and Assurance Team

  • Restructured Escalation Process for the Support Team
  • Implemented Goals within the Support Department
  • Managed Customer Relationship Management clean-up project
  • Managed various projects simultaneously assuring timely outcome and best possible results
  • Escalation of software issues to Quality and Assurance
  • Recommended innovations to process that were implemented into workflow for overall team
Candidate Info
17
years in
workforce
3
years
at this job
BA
Fine Arts
8

Software Support Specialist/quality Assurance Tester

  • Managed customer inquiries from multiple sources (email, phone) to deliver outstanding customer support.
  • Researched data source to determine the procedures needed to resolve customer issues.
  • Documented issues and questions encountered during customer software testing or production usage in the applicable repository, such as CST or CRM, including the desired changes to the software to meet the business need
  • Coordinated with the Development team to manage the timing, customer communication and delivery of software fixes or enhancements to meet customer needs
  • Escalated issues where more attention and resource on a particular issue is needed
  • Test and analyze software enhancements to make sure that it meets the customers needs.
Candidate Info
11
years in
workforce
10
months
at this job
HS
High School Diploma
AS
Computer Science
Information Technology
9

Lead Software Support Technician

  • Deliver unparalleled support and technical assistance via phone, live chat, and email; often juggling up to 4 live chats and 1 phone call simultaneously.
  • Identify, test, and escalate website issues as necessary.
  • Exceed department goals and expectations, including answering incoming chats within 10 seconds and phone calls within 2 rings while maintaining a ticket rating average of at least 9.7 out of 10.
  • Serve as the first point of contact for all escalations and complex questions from Software Support Technicians as well as provide coaching to new hires while facilitating the post-training transition.
  • Actively participate in bi-weekly department leadership meetings to develop action items and discuss policy/procedural changes.
Candidate Info
11
years in
workforce
2
years
at this job
HS
High School Diploma
10

Software Support Representative

  • Support assigned territory, customers and Account Executives by quoting, ordering and managing Software Licensing needs of clients.
  • Build relationships with [company name] partners, teammates and clients through direct communication, continuous education and identifying the needs for individual clients while creating solutions.
  • Joined Corporate Central 1 team in support of inside sales AE's wherein have taken ownership of client renewals, creating quotes, processing orders and assisting team with research needs and workload.
  • Encourage and support the [company name] philosophy and work ethic for Hunger, Heart and Harmony as displayed in daily attitude, performance and eagerness to take on new challenges.
Candidate Info
15
years in
workforce
10
months
at this job
BBA
Finance

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