Omar Gamal Eddin Rashed

Technical Support Specialist (Samsung Apps)Full Time

• Job Details:1. Provide installation, configuration, programming and troubleshooting support via phone, e-mail and other electronic medium. 2. Utilize the support lab to replicate customer systems and phenomena, determine a solution and assist the customer to implement the solution. 3. Document and escalate unresolved issues to the engineering team using established systems and processes. Keep customer advised of solution status through actual resolution. 4. Provide network connectivity troubleshooting assistance in sufficient detail to isolate the connectivity issue to the product, driver or network side (cabling, routers, switches, non-Samsung provided equipment etc.) 5. Assist customers with application, specification and product integration information. 6. Log support call data into the designated call tracking and ticketing system. 7. Perform other duties assigned by management to ensure customer satisfaction objectives