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: Set up automations and triggers for common actions to speed up handling and reduce manual effort.
Self-Service Optimization: Build out the Help Center with clear FAQs and step-by-step guides so customers can solve simple issues fast.
Integrate Channels: Enable omnichannel support (email, chat, phone, social) for a seamless experience.
Leverage Analytics: Use Explore dashboards to spot trends, bottlenecks, and training gaps.
Customize the Workspace: Tailor ticket forms, macros, views, and SLAs to fit your workflows and customer expectations.
Ongoing Training: Keep agents current on features and best practices with regular refreshers and playbooks.
Feedback Loops: Gather input from customers and agents; iterate on processes and content based on what you learn.
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 flows, macros, and assignment rules to route cases, suggest replies, and reduce repetitive work.
Customize Dashboards: Build dashboards with KPIs like FCR, CSAT, backlog, and SLA attainment for quick decisions.
Integrate with Other Tools: Connect chat, phone, knowledge, and support apps so agents work from one hub.
Leverage AI: Enable Einstein features for case classification, recommendations, and deflection insights.
Train Your Team: Invest in regular training so agents know the latest features and shortcuts.
Encourage Self-Service: Maintain a strong knowledge base and community to deflect common questions.
Gather Customer Feedback: Use surveys and case follow-ups to identify gaps and monitor satisfaction trends.
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: Map statuses, transitions, and conditions to mirror your support process so nothing falls through the cracks.
Use Dashboards Effectively: Build dashboards to monitor SLAs, aging tickets, and blockers in real time for fast triage.
Integrate with Communication Tools: Connect Jira with Slack or Microsoft Teams to speed up updates and swarming on incidents.
Automate Repetitive Tasks: Add automation rules for assignments, escalations, and field updates to reduce manual steps.
Educate Your Team: Run regular training sessions on filters, JQL, queues, and best practices.
Utilize Service Management: If using Jira Service Management, set up SLAs, request types, portals, and knowledge for smooth intake and deflection.
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: Use Workflow Builder and simple bots to route tickets, post status updates, and nudge SLAs.
- Integrate Support Tools: Connect systems like Zendesk or Jira so agents can view and act on tickets without app-hopping.
- Organize Channels Efficiently: Create clear channel conventions (priority-urgent, incidents, releases) and archive stale channels.
- Use Slack Connect: Collaborate securely with customers or vendors in shared channels for faster resolution.
- Leverage Keyboard Shortcuts: Teach time-saving shortcuts and slash commands to speed navigation.
- Prioritize Notifications: Tune notification settings and keywords so critical alerts cut through the noise.
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: Set up rules to categorize, prioritize, and assign tickets automatically to speed responses.
Self-Service Options: Expand the Knowledge Base and FAQs to deflect common issues.
Omnichannel Support: Consolidate email, chat, phone, and social messages into one queue for consistent handling.
Use Analytics for Insights: Track SLAs, CSAT, and agent productivity to guide coaching and process tweaks.
Customize for Personalization: Configure ticket fields, canned responses, and segments to match your customer profiles.
Regular Training: Run ongoing training and share best practices to keep quality high.
Feedback Loop: Collect customer feedback and action it in retros to drive 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: Deploy Resolution Bot for FAQs so agents can tackle the tricky stuff.
Customize Your Messaging: Personalize messages based on behavior, lifecycle stage, and account data.
Use Tags and Segments: Classify conversations and users for sharper follow-up and targeted outreach.
Train Your Team: Coach agents on product updates and tone so replies are fast and on-brand.
Analyze and Act on Feedback: Review conversation ratings and comments; fix gaps and celebrate wins.
Integrate with Other Tools: Connect CRM, billing, and ticketing so context travels with the conversation.
Monitor Performance Metrics: Track response times, resolution rates, and deflection to spot trends early.
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 by topic or queue, thread replies, and pin essential resources. Connect Outlook and your calendar for smooth scheduling.
Automate Routine Tasks: Use Power Automate to send alerts, route requests, and update trackers without manual effort.
Use Chatbots for Instant Support: Build bots with Power Virtual Agents or enable Copilot features to answer common questions quickly.
Leverage Analytics: Review Teams and call quality analytics to monitor adoption, meeting health, and response performance.
Secure External Communications: Configure guest access and external collaboration carefully; apply the right policies and sensitivity labels.
Continuous Training: Offer bite-size training and office hours so the team stays sharp on new capabilities.
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: Use custom fields, forms, and templates that fit your support intake and escalation paths.
- Integrate Tools: Connect Asana with systems like Zendesk, Jira, or Slack to keep work in sync.
- Automate Repetitive Tasks: Create rules for auto-assigning, tagging, and moving tasks as they progress.
- Use Dashboards: Track workload, due dates, and blockers with dashboards and workload views.
- Prioritize Tasks: Apply a priority scheme so urgent customer issues jump to the front.
- Educate Your Team: Provide training and quick-reference guides for consistent usage.
- Collect Feedback: Regularly review what’s working and refine your setup to remove friction.
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: Add Power-Ups to surface customer context on cards so agents have the full picture.
Automate Repetitive Tasks: Use Butler to move cards, add checklists, and trigger notifications automatically.
Use Labels for Prioritization: Define label colors for urgency, type, or channel to speed triage.
Enable External Sharing for Collaboration: Share boards or add observers when working with clients or partners.
Track Time with Integrations: Connect time-tracking Power-Ups to measure effort and balance workloads.
Enhance Communication: Link a chat tool for real-time updates and incident swarms.
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:
- Invest in Training: Use HubSpot’s learning resources to keep the team sharp on tickets, knowledge, and reporting.
- Leverage Integrations: Connect chat, telephony, and CS tools from the App Marketplace to unify workflows.
- Automate Routine Tasks: Build workflows to handle common inquiries, escalations, and follow-ups automatically.
- Personalize Customer Interactions: Use CRM data, segments, and playbooks so responses are relevant and timely.
- Gather Customer Feedback: Send NPS/CSAT surveys and act on trends to close the loop.
- Monitor Performance Metrics: Track response and resolution times, deflection, and customer health in dashboards.
- Engage with the Community: Swap tips and troubleshoot with peers to uncover practical improvements.
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:
Optimize Incident Management: Use AI-assisted categorization, prioritization, and assignment to accelerate triage.
Leverage Performance Analytics: Track KPIs and trends; review dashboards in regular ops reviews.
Automate Routine Tasks: Create playbooks and flows to handle common requests and changes automatically.
Enhance Self-Service Options: Improve the portal with knowledge, virtual agents, and clear request catalogs to deflect tickets.
Implement Continuous Improvement: Gather feedback from users and technicians; iterate on forms, categories, and SLAs.
Invest in Training: Provide training and certifications so admins and agents use the platform effectively.
Customize for Your Needs: Build or extend apps and integrations on the Now Platform to fit your environment.
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: Use a clear page hierarchy and consistent naming. Label pages so content is easy to find.
Templates and Blueprints: Create templates for incident reports, runbooks, and postmortems to keep documentation consistent.
Permissions Management: Review space and page permissions regularly; grant least-privilege access.
Integrate Tools: Connect Confluence with Jira, Slack, or Trello to keep work and documentation aligned.
Feedback Loop: Encourage inline comments and page ownership so content stays fresh.
Search Optimization: Write descriptive titles, summaries, and labels; teach search tips to your team.
Training and Support: Offer quick guides and onboarding sessions to drive good documentation habits.
Performance Monitoring: Review analytics to see what’s used, then prune or improve low-value pages.
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
