Ginger Sthefania Montaner Zamora

Technical Support Engineer @Ohme

London, GB

Dynamic and solutions-driven Technical Support Professional with expertise in delivering end-to-end technical assistance, resolving complex issues, and ensuring seamless customer experiences. Skilled in bridging the gap between technical teams and end-users to drive service excellence. Key Contributions- RMA Management: Streamline Return Merchandise Authorization (RMA) processes by creating, tracking, and resolving cases, ensuring timely replacements and minimizing downtime for clients- Field Support: Provide real-time technical guidance to technicians and engineers during on-site service calls, troubleshooting hardware/software issues to accelerate resolution- Installation & Training: Oversee product installations, conduct hands-on training sessions for installers, and develop user-friendly documentation to improve system adoption- Technical Inquiry Resolution: Address customer and internal technical queries via phone, email, and ticketing systems, maintaining a 92%+ first-contact resolution rate- Remote Support Excellence: Diagnose and resolve issues remotely through advanced troubleshooting, reducing on-site visits by 30% and enhancing customer satisfaction- Cross-Functional Collaboration: Partner with engineering, QA, and logistics teams to escalate critical issues, refine product performance, and improve service delivery. Core Skills:Technical Troubleshooting | RMA Process Optimization | Customer Training & Enablement | Remote Support (Phone/Email)| Ticketing Systems (e.g, Odoo, Jira)| Cross-Team Collaboration | Hardware/Software Diagnostics

University of West London

Bachelor of Engineering - BE, Electrical and Electronics Engineering

Barnet & Southgate College

BTEC L1 & L2 applied science,

Barnet & Southgate College

BTEC L3 Engineering Extended Diploma, Engineering