Ricardo Garcia

Technical Support Engineer @Hikvision Usa

US

Provide courteous and professional service over communication mediums such as phone, email, web, and other electronic platforms.Provide technical assistance for customers who encounter difficulties while attempting to install, setup, or use products.Analyze and identify source of problems through troubleshooting with the client and advise resolutions.Learn through hands-on product testing, with the opportunity to create training materials for both external and internal trainings.Collaborate with colleagues to identify and highlight trends in customer inquiries.Report and escalate any potential product issue thoroughly and comprehensibly to product management and development teams for future improvements.Ensure electronic records are created and updated for all customer communications and escalations