What to highlight
- The products you supported: internet, devices, software or accounts
- Your support tier and whether you handled escalations
- Common problems you fixed and the tools you used to diagnose them
- How you documented tickets and handed over unresolved cases
- Metrics such as resolution rate, handle time or CSAT
Example bullets
Copy one, then change the numbers and details so it is true for you.
- Troubleshot home internet connection issues for a US internet provider over the phone.
- Walked customers through router resets, settings changes and speed tests step by step.
- Documented each ticket clearly so tier 2 could pick up escalations without calling the customer again.
- Used the knowledge base to resolve device setup issues within the target handle time.
Skills
Words employers look for
Our score checks for these terms in Business & Operations job posts. Use the ones that are true for you.
Tips
- Say what you handled and the numbers you were measured on, such as volume, turnaround time or SLA.
- For BPO roles, state your account type (voice or non-voice) and metrics like CSAT and AHT.
Questions
Do I need an IT degree for tech support?
Not always. Many accounts hire people who can show basic troubleshooting and good English. An IT course or certificate helps, so list it if you have one.
What if I only did tier 1 support?
Say so, and describe the problems you fixed on your own. Tier 1 experience is what most tech support postings ask for.