Ramon Monteagudo Email & Phone Number

Weston, Fl

As a Technical Product Specialist I assisted junior support engineers in resolving difficult cases. Reviewed Cases for assistance to R&D to insure that all requirements have been met and the issue cannot be resolved within the support team. Recreated, identified and provided input on unique or recurring customer problems and identified product defects/enhancements, escalated them up to R&D and brought escalated issues to resolution. Mentored the support engineers on product knowledge by conducting sessions with the teams to ensure support readiness. Communicated with R&D to assist in establishing the priority for customer issues requiring their assistance, as well as driving down the demand for support by eliminating the most common reasons why customers contact support. Assisted in managing the customer relationship with respect to escalated product issues.