ResumeProof

Role vocabulary

ATS resume keywords for Customer Support & Service

These are the 21 terms our scorer checks a Customer Support & Service resume against. It is the same list the free check uses, published in full.

Check my resume against these Build a Customer Support & Service resume

The vocabulary

Coverage is 25 of the 100 points. Sixty percent of this list is full marks, so you do not need all of it, and stuffing every term in is penalised separately.

  • ticket
  • sla
  • escalation
  • csat
  • first call resolution
  • crm
  • zendesk
  • freshdesk
  • servicenow
  • queue management
  • aht
  • root cause
  • knowledge base
  • customer satisfaction
  • incident management
  • shift handover
  • quality monitoring
  • process improvement
  • backlog
  • resolution time
  • back office

The eight questions for Customer Support & Service

The guided builder asks these, in this order, and turns each answer into a line on the page. Nothing is written that you did not type.

  1. 1.How many tickets, calls or chats do you handle in a day?
  2. 2.What is your CSAT or quality score, and where did it start?
  3. 3.What is your first contact resolution rate?
  4. 4.What is your average handling or resolution time?
  5. 5.How many escalations do you own, and how many do you resolve without passing on?
  6. 6.Which platforms do you work in?
  7. 7.How many people do you supervise, train or monitor?
  8. 8.What process or article have you created that reduced repeat contacts?
Answer them and see your score before paying

Words are the easy half

A resume can carry every term above and still be rejected, because coverage says what you know and nothing about what you delivered. The heaviest category on the rubric is evidence: how many of your bullets carry an actual figure.

Seven in ten is full marks. Most resumes we see manage two.

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