Application Support Engineer
Elements
Total years of experience :12 years, 2 Months
I Serve as the first point of contact for customers seeking technical assistance over the phone or email
I Perform remote troubleshooting through diagnostic techniques and relevant questions and also determine the best solution based on the issue and details provided by customers
I Walk the customer through the problem-solving process
I Direct unresolved issues to the next level of support personnel and Provide accurate information on IT products or services •while recording events and problems and their resolution in logs
I Follow-up and update customer status and information
I Pass on any feedback or suggestions by customers to the appropriate internal team and Identify and suggest possible improvements on procedures
Our company's internally initiated academy aims at training potential candidates to reach the - client required - English Language proficiency level in order to join any of our offshore accounts such as Western Union or Expedia or WIND.
Our training course includes, interpersonal, interview, communication skills and quality assurance.
In regards to language our main focus is basically improving their pronunciation and fluency along with Grammar and Vocabulary.
My main achievements included:
Achieving our goals in increasing our candidates interview passing rate and helping them join our offshore accounts.
Assisting in creating our material and developing our assessment tools in evaluating our trainees and existing agents.
Our company is a multinational call center that provides excellent customer service to a big number of international and national accounts.
Our Samsung E-mail and Administration team included back office tasks such as our online cyber service and online customer support.
We basically provided our UK and Ireland resident customers with any Technical or Customer related support needed for their Home Appliances which included: Refrigerators, Washing Machines, Ovens, Microwaves, Vacuum cleaners and Wine coolers.
I can work under pressure where I was receiving inbound calls, sending e-mails out, attaching necessary documents onto customer's accounts in our database, even handling two different lines of business at some point and assisting new comers when needed.
Customer service Representative for Samsung Home Appliances
We basically provided our UK and Ireland resident customers with any Technical or Customer related support needed for their Home Appliances which included: Refrigerators, Washing Machines, Ovens, Microwaves, Vacuum cleaners and Wine coolers.
Our customer care service included any inquiries related to our products or promotions, technical troubleshooting, booking for repairs and engineer visits as well as refunds.
I was part of our Technical Support Team for Samsung Android, basic and windows phones.
We basically provided our Customers especially UK and Ireland residents with any Technical or Customer related support needed for their Mobile devices including Android, Windows, Java mobiles, Tablets and Basic phones.
Our customer care service included any inquiries related to our products or promotions, technical troubleshooting, updating software, booking for repairs as well as refunds.
My achievements included but not limited to:
Highest level of Customer satisfaction and first call resolution with very good quality standards
Awarded for customer satisfaction and efficiency.
Awarded for commitment in overtime hours and passion for my job
English Language English Literature Sociology French Business Maths Biology Chemistry