You field calls from frustrated customers who need help getting back online during an outage, and assist others who need guidance to troubleshoot defective equipment. As a customer service technician, you know the ins and outs of technical support and have the ability to find the right fixes.
But you might still have questions about your resume, like “What if I don’t have much experience yet?” and “Do I include certifications?”.
Not a problem: I’m here to help with 3 proven resume examples and advice to guide you just as I’ve done for so many others in your field. Let’s go!
What Matters Most: Your Skills & Job Experience
Skills are crucial in any profession, but they’re more important than ever for a customer service technician. Recruiters want to see that you can patiently field customer complaints, leading them to an effective resolution as quickly and smoothly as possible.
Your skills section should include a blend of hard and soft skills, but hard tech skills will help your resume stand out. You need to have extensive, technical background knowledge to share alongside that friendly attitude of yours!
Don’t be vague or generic: Get specific about your soft skills instead of just saying something like “communication” and name the technology you’re familiar with.
See what I mean with these examples:
9 Most Popular Customer Service Technician Skills
- Conflict Resolution
- Empathy
- De-escalation
- Conflict Resolution
- HelpDocs
- HubSpot
- Freshservice
- Cable TV Support
- Internet Support
Sample Customer Service Technician Work Experience Bullet Points
You may have noticed that many of those soft skills center around high stress levels–and just about everyone knows how it feels when their connection drops or their TV stops working.
Since so much of your skillset is put to use in fast-paced situations, recruiters really want to see what your past experience is like. Do you have a strong history of conflict resolution? How many people have you assisted quickly and politely?
That brings us to metrics. You’ll have to lay out some numbers that measure your success and back your accomplishments with quantifiable data. Don’t just say that you’re great at cleaning up help tickets–show some satisfaction rates!
Take inspiration from these samples:
- Handled an average of 78 customer inquiries and complaints each day with a 92% customer satisfaction rate
- Improved customer retention by 16% by understanding their needs and recommending products, earning a 4.8 out of 5-star employee rating
- Provided efficient customer support via phone, enabling 44% customer acquisition growth
- Developed up-to-date customer records system with HubSpot CRM, reducing errors by 17%
- Established high customer satisfaction ratings by responding to 98% of email support requests within 1.4 hours
Top 5 Tips For Your Customer Service Technician Resume
- Don’t get too soft
- Customer support is a vast field, and many of your soft skills could apply just as broadly. To truly stand out, mention the programs you can use and describe how they blended with more fine-tuned soft skills to resolve technical issues in particular.
- Specify your tech
- So, as a customer service technician, you’re the one people call when they need help with . . . what, exactly? Make sure you specify whether you’re experienced with cellphone troubleshooting, TV outages, or IT support. Don’t make the recruiter figure it out!
- The data is huge
- Even someone with limited experience will have to determine the metrics for their success, because they’re a huge focal point in this field. If you make claims in your experience section, demonstrate your impact with quantifiable data. Percentages, hours, ratings . . . preferably all!
- Never mind the objective statement
- If you’ve already worked on a few projects and gotten some decent experience under your belt, then you really don’t need one. Your career goals should show up as a growing trend throughout your experience section.
- Scour that job description
- Seriously: It’s a gold mine of information on how to make your resume appealing to the recruiter! Besides the required skills, a job ad also gives you an idea of the company culture so that you can reflect the appropriate tone in your writing.
Frequently Asked Questions
- What if I don’t have much experience?
- No sweat, just provide as much informational value as you can. But don’t get redundant in your quest to impress! Instead of trying to fill the page with long-winded bullet points, think of educational projects, internships, or pro bono initiatives that relate to the customer service technician role.
- How should my resume look?
- While you can afford to feature a pop of color, you really don’t want to go overboard. In a technical field, a highly logical and organized format with easily-readable fonts is more appropriate.
- Do I really have to customize for every job?
- Oh yeah! You definitely want to tailor your resume to each job–but it isn’t as complicated as some people think. Just look back at the job description and pull some distinct phrasing from their requirements to work into your experience section. Base your top skills on what the job ad emphasizes, too, especially when it comes to the tech.
