Eric Suarez Email & Phone Number

Pompano Beach, FL, US

Juno Beach, FL, US

• Provide assistance in training of Support agents for Software Support
• Proactively escalate potential issues or anomalies to management
• Identify and recommend improvements to our internal support tools and drive scalable solutions to support our growing customer base
• Provide exceptional customer service through phone, email, chat, etc.
• Become an expert on both financing and sales/operations workflows
• Be a knowledge resource and an escalation point for our customers

Juno Beach, FL, US

• Provide exceptional customer service through phone, email, chat, etc.
• Become an expert on both financing and sales/operations workflows
• Be a knowledge resource and an escalation point for our customers
• Provide solutions to problems while educating and training our customers
• Document customer interactions with accurate and detailed interaction logs
• Serve as a voice of the customer and work with the team to improve our program and processes

Miami, FL, US

• Confers with patients by telephone or in person to provide information or obtain details of issues
• Keeps records of patient interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
• Obtains and examines all relevant information to assess validity of complaints and to determine possible causes
• Contacts patients to respond to inquiries and notifies them of investigation results or any planned adjustments
• Checks to ensure that appropriate changes were made to resolve patient’s issues and/or questions
• Escalates and refers patient’s grievances to designated supervisor for further investigation as appropriate

Calverton, New York, US

• Provide software technical support assistance to merchants and ISO (Indepent Sales Organizations) working with the Exatouch POS machines and card terminals
• Create call logs of the merchant’s concern within ISO Interface ticketing system
• Review and troubleshoot the reported issue with the merchant and ISO via TemViewer and phone
• Provide documentation for supporting all in-house developed applications
• Maintain a high level of awareness of potential merchant network issues
• Maintain a high level of support by ensuring support call log SLAs are met

Boca Raton, FL, US

• Provide software technical support assistance to studios (gyms) working with the Orangetheory Fitness software application
• Create cases of the studio staff concern via Zendesk ticketing system
• Review and troubleshoot the reported issue with the staff member via GoToAssist, Email and Phone
• Provide documentation for supporting all in-house developed applications
• Maintain a high level of awareness of potential in-studio/OTF network issues
• Develop new methods for streamlining support and reducing turnaround time to customers

Sunrise, Florida, US

• Provide software technical support to end-users working with the e-Builder application which is a hosted Software as a Service (SaaS)
• Perform upfront/preliminary incident analysis to understand the impact, severity and risk of the problem
• Create cases of the end-user's concern via Salesforce ticketing system
• Review and troubleshoot the reported issue using screen sharing software, GoToMeeting or LogMeIn
• Reproduce the reported problem on e-Builder testing environments to escalate if deemed as a defect
• Acting liason between e-Builder and Miami-Dade Water and Sewer Department

Fort Lauderdale, FL, US

• Provided team lead support to Customer Service agents within NA, EMEA and India
• Assist agents with inbound calls or cases related to all the Citrix product line for technical and non-technical inquiries
• Closely oversee the CS LAC team and adjust/maintain agent scheduling
• Monitor calls and review case creation in order to provide constructive feedback to the agents for coaching purposes
• Coordinate Spanish or Portuguese conference call translation between LAC agents and Technical Support Engineers via Citrix-GoToMeeting to leverage language help with a customer
• Communicate process changes to all CS teams via e-mail, chat rooms or meetings to align proper efficiency amongst the teams

Fort Lauderdale, FL, US

• Provide Triage front line support for all NA calls related to all the Citrix Product line
• Created service request via Siebel CRM of the customers concerns by auditing the information provided, then do a consultative transfer to the appropriate Silo Support Group for further troubleshooting action
• Cross reference NetScaler and Cloud Bridge serial numbers on behalf of the frontline support engineers in SAP R3, Vantive CRM and Seibel for technical support/warranty accuracy, efficiency and quality assurance
• Log data into Excel controlled spreadsheets on SharePoint to log and keep track of IP data discrepancies, hardware one time exceptions and manager approved extended maintenance request from sales
• Maintained calendar for support engineers working the weekend shift
• Investigate possible renewal sales quotes via Salesforce for expired NetScaler and Branch Repeater appliances

Atlanta, Georgia, US

• Help desk technical support for internal employees and business partners of Assurant
• Password resets and profile account enabling via multiple internal tools
• Follow up with users via email or call backs on escalated issues
• Data entry of user concerns through the ticketing system HP service desk

Smyrna, Tennessee, US

• Provided technical, administrative, logistics and operations support to over 70 international distributors for Microsoft’s Latin America and Caribbean customers and staff
• System tool troubleshooting for internal and external Microsoft applications
• Primary contact for operations OM (Order Management) support for Xbox 360 in the LaTam Region
• Worked along side with the logistics team to resolve any delays in purchase orders or systematic issues in the following Microsoft license programs: Open, FPP and Open Value. Create special pro forma invoices for.
• Communications via web responses in the ticketing system Siebel (MSE) or conference calls with Latin distributors, internal Microsoft and other parties
• Participate in month and quarter end closing. Data entry of PO’s and credits for distributors in SAP GUI (sales and distribution) version 7.10 and SAP R/3

Miami, FL, US

• Customer service support for Tiger Direct and technical phone support for Spanish AOL, Ultra products, AMD and Intel
• Also handled all web and email support for Tiger Direct & Amazon.com
• Data entry of Tiger Direct & Amazon orders in MAC and AS400
• Maintained and excel spreadsheet log of follow up calls/emails of dissatisfied customer
• Password resets and profile account enabling
• In depth customer management to acquire and retain customers and increases customer satisfaction

Chicago, Illinois, US

• Responsible for assisting all customers with their questions about any of our supported software and computing platforms to the best of his/her ability, in a professional and courteous manner
• Software technical support for Motorola Nextel and TELUS Mobility
• Also responsible for supporting Southern Linc 2-way walkie-talkie cell phones
• Troubleshooting java applications and ringtone downloads
• Tracked and routed problems and requests and documented resolutions
• Prepared activity reports on a weekly basis

Irvine, CA, US

• Technical phone support in troubleshooting hardware / software issues related to Gateway Desktop computers (Win95-WinXP Pro)
• Case Manager for Gateway resolving escalated issues
• Data entry in Vantive CRM

Electronics Engineering

A+ Certification, Computer Hardware / Software

Specialized Associates Degree, Electronics Engineering Technology

Education record

High School Diploma, General Studies