Process repairs and returns for a variety of ophthalmic instruments from major corporate customers such as Wal-Mart, Luxottica, and National VisionResearch parts for end users as well as corporate clients using repair manuals and instrument diagrams.Work closely with the repair department in order to convey the issues with the instruments ensuring that they are repaired properly. Preform basic technical support for common instruments in order to decipher if repair is necessary.

Listed below are four different positions that I had while with Total Tech Solutions.Technical Support Phone AgentHandled technical support specifically for Samsung commercial products such as large format displays and hospitality televisions.Service Account SchedulerIn charge of initial triage for repairing Samsung televisions and home appliances. After the initial triage I scheduling specific field technicians based on customer location. Service Warranty Assistant ManagerManaged a small team that handled in coming parts orders and warranty claims through email for Samsung commercial printers. I was also in charge of setting up and entering exchanges for a contract Samsung had with the State of California.Business Printer Product SupportWorked directly with the Samsung Printer Product Support Assistant Manger. I was the highest level of technical support for Samsung printer dealer field technicians. I managed my own queue for tickets open and preformed daily follow-ups with field technicians. In addition to all of that I tested Samsung printers in a lab setting, including testing firmware directly from Samsung Korea.

Sold parts on the phone for electronic and home appliance products. Assisted online customers with questions regarding specific parts that we sold. Collected parts sales data for a monthly report and compiled it into a report for the owner of the company.

In charge of online content for consumer electronics as well as informational systems. I also managed call center agents as well as creating content for training. The content consisted of trouble shooting guides, how-to guides, and frequently asked questions.A part of creating technical content that was integrated into SAP for Tier 1 & Tier 2 agents to utilize while on the phone with end users.

As a Tier 1 Technical Support Phone Agent I helped end users with technical support questions related to products such as televisions, DVD/Blu-ray players, and home appliances. This involved setting up service for these products if a resolution could not be made over the phone.As a Tier 2 Technical Support Phone Agent I handled technical support escalations from Tier 1. Tier 2 support also tested firmware that was given directly from Korea. I also submitted some guides for Samsung's internal support site.