Top 12 Support Manager Skills to Put on Your Resume
A standout resume for a Support Manager position requires showcasing a blend of technical expertise and exceptional interpersonal abilities. Highlighting the top skills that demonstrate your proficiency in managing support teams and ensuring customer satisfaction is crucial to setting yourself apart in the job market.
Support Manager Skills
1. Zendesk
Zendesk is a customer service platform that enables support managers to streamline support requests, manage customer interactions, and track performance metrics across multiple channels, improving overall customer support efficiency.
Why It's Important
Zendesk is crucial for a Support Manager because it streamlines customer service operations, enabling efficient ticket management, multi-channel support integration, and providing actionable insights to improve customer satisfaction and service delivery.
How to Improve Zendesk Skills
Improving Zendesk as a Support Manager involves streamlining processes, enhancing customer experience, and leveraging analytics for better service. Here are concise strategies:
Automate Workflows: Implement automation for common support actions to increase efficiency. Zendesk Automation
Self-Service Optimization: Enhance your Help Center with comprehensive FAQs and guides. This empowers customers to find answers quickly. Zendesk Guide
Integrate Channels: Use Zendesk's omnichannel support to provide seamless customer experiences across platforms. Omnichannel Support
Leverage Analytics: Utilize Zendesk Explore for in-depth analytics, identifying trends and areas for improvement. Zendesk Explore
Customize for Better Experience: Tailor your Zendesk interface and workflows to match your specific business needs and customer expectations. Zendesk Customization
Training and Development: Continuously train your team on Zendesk's latest features and best practices. Zendesk Training
Feedback Loops: Regularly solicit feedback from both customers and support agents to identify improvement areas. Implement changes based on this feedback.
By focusing on these areas, you can significantly enhance your Zendesk setup, leading to improved customer satisfaction and support team efficiency.
How to Display Zendesk Skills on Your Resume
2. Salesforce
Salesforce is a cloud-based customer relationship management (CRM) platform that enables support managers to streamline customer service processes, manage support cases, track customer interactions, and analyze performance metrics to improve customer satisfaction and support efficiency.
Why It's Important
Salesforce is crucial for a Support Manager because it centralizes customer information, streamlines support processes, enables personalized service, and provides analytics to improve customer satisfaction and retention.
How to Improve Salesforce Skills
Improving Salesforce for a Support Manager involves enhancing efficiency, personalization, and data utilization. Here are concise strategies:
Automate Routine Tasks: Use Salesforce Automation to streamline workflows, such as ticket routing and response templates, freeing up time for more complex issues.
Customize Dashboards: Tailor Salesforce Dashboards to display key metrics relevant to support goals, enabling quick decision-making and monitoring team performance.
Integrate with Other Tools: Use Salesforce AppExchange to find apps that integrate with Salesforce, connecting all support tools for a unified approach to customer service.
Leverage AI with Einstein: Implement Salesforce Einstein for AI-powered insights, predicting customer needs and automating case classification to enhance response times and personalize service.
Train Your Team: Continuous Salesforce Training ensures your team is up-to-date with the platform's features and best practices, maximizing efficiency and effectiveness.
Encourage Self-Service: Develop a comprehensive Knowledge Base within Salesforce, enabling customers to find answers quickly, reducing the volume of incoming requests.
Gather Customer Feedback: Utilize Salesforce Surveys to collect and analyze customer feedback, identifying areas for improvement and measuring satisfaction over time.
Improving Salesforce for support managers revolves around leveraging automation, customization, integration, and continuous learning to enhance team efficiency and customer satisfaction.
How to Display Salesforce Skills on Your Resume
3. JIRA
JIRA is a project management and issue tracking software designed to help teams plan, track, and manage their work and support requests efficiently, facilitating collaboration among team members and enhancing productivity.
Why It's Important
JIRA is crucial for a Support Manager because it streamlines issue tracking and resolution, enabling efficient management of customer support requests, prioritization of tasks, and collaboration across teams to enhance service quality and response times.
How to Improve JIRA Skills
Improving JIRA for a Support Manager involves optimizing workflows, enhancing communication, and leveraging integrations. Here’s a concise guide:
Customize Workflows: Tailor JIRA workflows to match your support processes. This ensures tasks flow smoothly from one stage to the next. Workflow customization guide.
Use Dashboards Effectively: Create and customize JIRA dashboards to monitor key metrics and issues in real-time. This helps in prioritizing and addressing critical issues promptly. Dashboard setup tips.
Integrate with Communication Tools: Link JIRA with communication tools like Slack or Microsoft Teams to facilitate quicker responses and updates. Integration solutions.
Automate Repetitive Tasks: Implement automation rules to handle repetitive tasks like ticket assignments and updates. This increases efficiency and allows the team to focus on more complex issues. Automation guide.
Educate Your Team: Ensure your support team is well-versed with JIRA’s features and best practices through regular training sessions. Training resources.
Utilize Service Desk Features: If using JIRA Service Management, take full advantage of its features like SLAs, customer portals, and knowledge bases to improve customer support. Service Management details.
Implementing these strategies can significantly enhance the efficiency and effectiveness of your support management operations in JIRA.
How to Display JIRA Skills on Your Resume
4. Slack
Slack is a digital communication platform that facilitates instant messaging, file sharing, and collaboration among teams, streamlining support and operational workflows for support managers.
Why It's Important
Slack is essential for a Support Manager because it centralizes communication, streamlines collaboration with teams and departments, ensures faster resolution of customer issues, and enhances overall team productivity and customer satisfaction.
How to Improve Slack Skills
To improve Slack for a Support Manager, consider the following concise strategies:
- Automate Routine Tasks: Utilize Slack's Workflow Builder to automate routine tasks like ticket assignments and status updates, enhancing efficiency.
- Integrate Support Tools: Connect your customer support software (e.g., Zendesk, Jira) with Slack using available integrations, allowing you to manage tickets directly from Slack.
- Organize Channels Efficiently: Create dedicated channels for different purposes (e.g., urgent support issues, feature requests) for better organization and faster response times. Organizing work in channels provides guidance on this.
- Use External Communication Tools: For handling external communications within Slack, tools like Shared Channels (for collaborating with clients) or Slack Connect (for secure external communication) can be highly effective.
- Leverage Keyboard Shortcuts: Encourage the use of keyboard shortcuts to improve response times and overall efficiency within Slack.
- Prioritize Notifications: Customize notification settings to prioritize messages and alerts relevant to support tasks, reducing distractions. This can be done through notification settings.
By implementing these strategies, a Support Manager can enhance team efficiency, improve response times, and streamline communication both internally and with customers.
How to Display Slack Skills on Your Resume
5. Freshdesk
Freshdesk is a cloud-based customer support software that enables support managers to streamline their support processes, manage customer tickets, automate workflows, and improve customer satisfaction through various channels such as email, phone, and social media.
Why It's Important
Freshdesk is important for a Support Manager as it centralizes customer support queries across multiple channels, streamlines ticket management, and enhances team productivity through automation and reporting, ensuring efficient and effective customer service.
How to Improve Freshdesk Skills
Improving Freshdesk as a Support Manager involves optimizing your support system for efficiency, personalization, and effectiveness. Here are concise strategies:
Automate Workflows: Use automation to categorize, prioritize, and assign tickets automatically, reducing manual work and response times.
Self-Service Options: Enhance your Knowledge Base and FAQs, making it easy for customers to find answers quickly, reducing ticket volume.
Omnichannel Support: Integrate multiple communication channels (email, chat, social media) into Freshdesk for a seamless customer experience.
Use Analytics for Insights: Leverage Freshdesk Analytics to track support metrics, identify trends, and make data-driven decisions to improve service.
Customize for Personalization: Utilize ticket fields and customer segments for a personalized support experience.
Regular Training: Ensure your team is up-to-date with Freshdesk’s features and updates for efficient use of the platform.
Feedback Loop: Implement a feedback system to gather and act on customer feedback for continuous improvement.
By focusing on these areas, you can significantly enhance your Freshdesk setup, resulting in improved customer satisfaction and support team performance.
How to Display Freshdesk Skills on Your Resume
6. Intercom
Intercom is a customer communication platform that enables support managers to engage with customers through personalized, messenger-based experiences for support, marketing, and sales.
Why It's Important
Intercom is vital for a Support Manager as it streamlines customer communication, enabling real-time support, personalized interactions, and efficient issue resolution, thereby enhancing customer satisfaction and loyalty.
How to Improve Intercom Skills
To improve Intercom as a Support Manager, focus on the following strategies:
Automate Common Queries: Use Intercom's Resolution Bot to handle frequently asked questions automatically, allowing your team to focus on more complex issues.
Customize Your Messaging: Tailor messaging and content based on user behavior and data to provide personalized support.
Use Tags and Segments: Organize conversations and customers using tags and segments for more efficient management and follow-up.
Train Your Team: Continuously train your support team on product updates and effective communication skills to ensure high-quality support.
Analyze and Act on Feedback: Regularly review customer feedback and conversation ratings to identify areas for improvement.
Integrate with Other Tools: Use Intercom integrations to connect with other tools your team uses, streamlining workflows and information sharing.
Monitor Performance Metrics: Keep an eye on key support metrics within Intercom to evaluate team performance and identify trends. Setting up reports will help in this regard.
By focusing on these areas, you can improve the efficiency and effectiveness of your support team using Intercom.
How to Display Intercom Skills on Your Resume
7. Microsoft Teams
Microsoft Teams is a collaboration platform that integrates chat, meetings, calls, and file sharing to facilitate communication and project management for teams and organizations.
Why It's Important
Microsoft Teams is important for a Support Manager because it centralizes communication, collaboration, and file-sharing, enabling efficient resolution of customer issues and streamlined team coordination.
How to Improve Microsoft Teams Skills
Improving Microsoft Teams for a Support Manager involves leveraging its features for enhanced communication, organization, and collaboration. Here's a concise guide:
Streamline Communication: Use channels for different support topics or areas to keep discussions organized. Integrate email and calendar for seamless scheduling and reminders.
Automate Routine Tasks: Implement Power Automate within Teams to automate repetitive tasks such as ticket assignments and notifications, enhancing efficiency.
Use Bots for Instant Support: Integrate bots like T-Bot for answering common support questions, reducing the workload on your team.
Leverage Analytics: Utilize the Teams Admin Center and third-party tools to analyze team performance and customer engagement, helping in making data-driven decisions.
Secure External Communications: Manage external access (guest access) carefully to protect sensitive information while collaborating with external entities.
Continuous Training: Encourage ongoing learning through Microsoft Teams Training resources to keep the team updated on new features and best practices.
By focusing on these areas, a Support Manager can significantly enhance the effectiveness of Microsoft Teams for their team.
How to Display Microsoft Teams Skills on Your Resume
8. Asana
Asana is a web and mobile application designed to help teams organize, track, and manage their work, offering features such as task assignments, deadlines, and progress tracking, useful for a Support Manager to efficiently oversee and coordinate customer support activities and team tasks.
Why It's Important
Asana is important for a Support Manager because it streamlines task management, improves team collaboration, and enhances customer service efficiency by organizing support tasks, deadlines, and communication in one centralized platform.
How to Improve Asana Skills
To improve Asana as a Support Manager, focus on the following strategies:
- Customize Workflows: Tailor workflows to fit your team's specific needs, using Asana's custom templates for support management.
- Integrate Tools: Leverage Asana’s integrations with customer support software like Zendesk or Jira to streamline ticket management.
- Automate Repetitive Tasks: Set up rules in Asana for task assignments and status updates to save time.
- Use Dashboards: Employ Asana’s dashboard feature for real-time insight into support tickets and team performance.
- Prioritize Tasks: Implement a priority system within Asana to ensure high-impact issues are addressed first.
- Educate Your Team: Provide training using resources from the Asana Academy to ensure your team fully utilizes Asana's capabilities.
- Collect Feedback: Regularly gather team feedback on the Asana setup and make adjustments to improve efficiency and satisfaction.
By focusing on these strategies, you can significantly enhance your support team's efficiency and effectiveness within Asana.
How to Display Asana Skills on Your Resume
9. Trello
Trello is a visual project management and collaboration tool that enables teams, including support managers, to organize tasks, track project progress, and manage workflows through customizable boards, lists, and cards.
Why It's Important
Trello is crucial for a Support Manager as it provides an intuitive, visual platform for organizing tasks, tracking support tickets, and managing team projects efficiently, ensuring timely and effective customer service.
How to Improve Trello Skills
To improve Trello for a Support Manager role, focus on enhancing organization, communication, and tracking capabilities:
Integrate with a CRM: Use Power-Ups like Salesforce to link customer information directly on Trello cards, ensuring easy access to client details.
Automate repetitive tasks: Utilize Butler to automate common tasks such as moving cards, creating checklists, or sending notifications, saving time and reducing errors.
Use Labels for Prioritization: Customize labels to quickly identify task urgency or categorize issues, making it easier to prioritize support tickets. Organizing with labels can streamline the workflow.
Enable External Sharing for Collaboration: Share boards or specific cards with external partners or clients securely to improve collaboration. Review Trello’s guide on adding observers to boards or sharing boards more broadly.
Track Time with Integrations: To monitor time spent on support tickets, integrate time tracking tools such as Toggl directly into Trello cards, providing insights into team efficiency and workload.
Enhance Communication with Chat Integration: Incorporate a chat tool such as Slack for real-time communication and updates, ensuring the team stays informed and can quickly respond to changes or issues.
Implementing these strategies can significantly improve the efficacy and efficiency of managing support tasks within Trello for a Support Manager.
How to Display Trello Skills on Your Resume
10. HubSpot
HubSpot is a comprehensive customer relationship management (CRM) platform that offers tools for marketing, sales, content management, and customer service, enabling a Support Manager to streamline customer interactions, manage support tickets, and enhance overall customer satisfaction.
Why It's Important
HubSpot is important for a Support Manager because it centralizes customer interactions, automates support tasks, and provides insights into customer needs and satisfaction, enhancing efficiency and improving the overall customer support experience.
How to Improve HubSpot Skills
To improve HubSpot as a Support Manager, focus on leveraging HubSpot's extensive suite of tools and integrations, honing your team's expertise, and enhancing customer experience through personalized support. Here’s a concise guide:
- Utilize HubSpot Academy: Enroll your team in relevant HubSpot Academy courses to deepen their product knowledge and sharpen their customer support skills.
- Leverage Integrations: Explore and integrate third-party tools available in the HubSpot App Marketplace to streamline workflows and enhance support capabilities.
- Automate Routine Tasks: Use HubSpot's automation tools to handle repetitive inquiries, allowing your team to focus on more complex issues. Learn about automation on HubSpot's Automation Hub.
- Personalize Customer Interactions: Implement HubSpot’s CRM features to personalize support interactions, making use of customer data to tailor responses. Check out tips on personalization in the CRM & Sales Hub.
- Gather Customer Feedback: Regularly collect and analyze customer feedback using HubSpot’s surveys to identify areas for improvement. HubSpot offers a guide to creating surveys.
- Monitor Performance Metrics: Utilize HubSpot’s reporting tools to track and improve your team’s performance. Dive into analytics with HubSpot's Reporting Dashboard.
- Engage in the HubSpot Community: Participate in the HubSpot Community to exchange insights, tips, and best practices with other support professionals.
By strategically leveraging HubSpot's comprehensive capabilities and continuously seeking feedback and improvement, you can significantly enhance the effectiveness and efficiency of your support team.
How to Display HubSpot Skills on Your Resume
11. ServiceNow
ServiceNow is a cloud-based platform that provides software solutions for IT Service Management (ITSM), allowing organizations to streamline and automate their IT and customer support processes, improving efficiency and enhancing user experience.
Why It's Important
ServiceNow streamlines and automates IT service management (ITSM), providing a centralized platform for managing IT support requests, incidents, and problems efficiently. This improves response times, enhances service delivery, and offers actionable insights for continuous improvement, crucial for a Support Manager overseeing IT support operations.
How to Improve ServiceNow Skills
Improving ServiceNow for a Support Manager involves a few focused strategies aimed at enhancing efficiency, user experience, and service delivery. Here are concise steps with resources for a deeper dive:
Optimize Incident Management: Streamline the incident management process by implementing AI and machine learning for smart ticket categorization and prioritization. ServiceNow's Incident Management offers insights.
Leverage Performance Analytics: Utilize ServiceNow's Performance Analytics to track and analyze key performance indicators (KPIs) to identify areas for improvement.
Automate Routine Tasks: Employ ServiceNow's Automation capabilities to automate mundane tasks, freeing up your team to focus on more complex issues.
Enhance Self-Service Options: Improve the self-service portal with FAQs, knowledge bases, and chatbots to reduce ticket volume. Explore ServiceNow's Self-Service tools.
Implement Continuous Improvement: Adopt a continuous improvement process by regularly gathering feedback from users and technicians to refine and enhance the ServiceNow platform. Utilize the Continuous Improvement Management feature.
Invest in Training: Ensure your team and users are fully trained on ServiceNow's capabilities. ServiceNow offers Training and Certification programs to enhance skills and knowledge.
Customize for Your Needs: Tailor ServiceNow with custom applications and integrations to meet your specific business requirements. Explore the Now Platform for customization options.
By focusing on these areas, a Support Manager can significantly improve the efficiency and effectiveness of ServiceNow within their organization.
How to Display ServiceNow Skills on Your Resume
12. Confluence
Confluence is a collaborative workspace platform designed to help teams organize, share, and manage information efficiently, making it an essential tool for Support Managers to document knowledge, streamline support processes, and enhance team collaboration.
Why It's Important
Confluence is crucial for a Support Manager as it centralizes documentation, enables collaborative knowledge sharing, and streamlines communication across teams, ensuring efficient and consistent support operations.
How to Improve Confluence Skills
Improving Confluence as a Support Manager involves enhancing its organization, collaboration, and accessibility. Here are brief strategies:
Structure Your Space: Organize your Confluence space with a logical hierarchy. Use Space Categories and Labels for easy navigation.
Templates and Blueprints: Create custom templates for consistent documentation. Utilize blueprints for common document types.
Permissions Management: Regularly review and adjust space permissions to ensure the right people have access to relevant information.
Integrate Tools: Use Confluence integrations with Jira, Slack, or Trello for streamlined workflow and communication.
Feedback Loop: Enable and encourage feedback on documents using inline comments to improve content continuously.
Search Optimization: Make content easily discoverable by using descriptive titles, labels, and promoting the use of the Confluence search syntax.
Training and Support: Provide training materials and sessions for your team to leverage Confluence effectively.
Performance Monitoring: Use analytics to track engagement and improve content based on user interaction.
By focusing on these areas, you can enhance the utility and user experience of Confluence for your support team and the broader organization.
How to Display Confluence Skills on Your Resume
