Increasing sales for NewSoft all products.Tier 3 technical and customer support for all NewSoft products. Maintaining relationships with all partners. Developing and maintaining internal and external technical documents for training and partners. Attending tradeshows and event coordinator for all products for the US. Chief responsibility is developing working relationships with our partners and contacts and new customers.

Responsible for addressing technical needs of customers regarding the use and understanding of Barracuda Networks products. In this role, served as the first point of contact for customers with technical inquiries, complaints or other application requests or contacts; managed the support process with overall responsibility for customer satisfaction. Provided support to QA in complaint handling and fact finding and followed up with sales personnel and customers on complaints to improve customer satisfaction. Provided pre-sales technical support and customer training.

Responsible for developing training materials for agents for all NewSoft software and hardware;This included e-mail responses, troubleshooting materials and FAQs for website. Developed customer service and technical support protocols for telephone support and for e-mails support. Responsible for all aspects of the call center including the phone system, all personal computer systems and servers at NewSoft America. Responsible for anything relating to computers, phones and facilities of the office. Responsible for developing employee guidelines for attendance, and rewriting the employee handbook.

Responible for the call center for their scanners, destops and laptops. Also handled the 3rd tier support and maintained the Consumer Scanner Lab. Developed documentation and training for all support personnel and wrote documentation both for manuals and the website.

Setup call center for multiple product lines (Desktops, Laptops, Scanners and Digital Cameras) Responsible for developing training materials for agents for all the for mentioned product lines; This included e-mail responses, troubleshooting materials and help files for website. Developed customer service protocols for telephone support and for e-mails support. Also created an auditing system to listen to agents on the phone and to critique their performance as it related to each supported product. Training classes were held weekly as supplemental training was needed. Trained select agents how to respond to customer complaint letters. Also responsible for developing new training materials for new products as well as updates for existing products.

General office clerk and support for agents in the field. maintained manuals and documentation in the office.