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Lexmark Research and Development Corporation

Product Support Engineer

2012/10～ 2017/05

• Provide front-line product support for incoming phone, email and web based
• Handles mostly all concerns involving our flagship product IMAGENOW from capturing documents, Importing documents and sending them in to different workflows
• Proactively and energetically interact in a team environment which requires working with PSI team members to efficiently troubleshoot and solve problems
• Monthly contribution to Knowledge base Article creation.
• Adapt to and work with a highly diverse customer base.
• Rapidly learn new technology, including PSI’s ECM suite of products.
• Prioritize and manage multiple tasks while remaining detail oriented.
• Provide timely and accurate communication of issue status and resolution to the customer.
• Accurately and professionally document all communication with the customer for viewing on PSI's product support web portal
• Communicate, written and oral, in a professional fashion.
• Accurately and professionally document all work by professionally documenting all issues in PSI's product support issue tracking database.
• Follow proper troubleshooting process through resolution.

Lexmark Research and Development Corporation

Product Specialist

2008/08～ 2012/10

• Handles Level 2 Escalations
• Works with Level 3 techs in resolving hard to fix issues.
• Attends Weekly/ Tech Talks hosted by level 3 techs.
• Provides voluntary training to New-Hires
• Handled the Siebel V8 training/roll-out in TSC ISD and PE’s
• Handles STD, CEO and BBB complaints/escalations
• Conducts training on NEW printers (09 products, coming  Genesis, 2011 Products)
• PPP Certified conducted by Jon Foley

Etelecare Global Solutions

DELL Subject Matter Expert

2004/05～ 2008/08

• L2’s are responsible for the issue resolution performance of call handling agents using the agreed performance management system process to attain mandated resolution goals of the client. They are also responsible for handling escalated customer calls to ensure immediate issue resolution; for troubleshooting, escalating system/process issues, and recommending improvements; and for performing various tasks in support of the agent’s effective resolution of customer’s issues. E.g. Coaching and technical training.
Daily Duties
• Emails latest client, program and company updates.
• Performs MBWA and floor support
• Performs service observes and live barges if needed.
• Conducts coaching and mentoring
• Check, monitor and process teams dispatches
• Performs POST shift activities