khayelihle shabangu

I am an experienced Tier 1 Remote Technical Support freelancer within the Samsung Expert Program, providing technical assistance to customers remotely. In this role, I troubleshoot various hardware and software issues, manage configurations, and advise customers on Samsung products and services.

My responsibilities include basic diagnosing of issues with mobile phones, tablets, and TVs using Samsung-built applications, as well as checking for malware and device performance. I also handle escalation of Samsung account login issues, complex issues, and troubleshooting Samsung sound bars and connection issues. Additionally, I provide guidance on how to use Samsung products and configure them, such as setting up sound bars with TVs and installing software.

I have gained proficiency in troubleshooting Samsung mobile devices, tablets, TVs, and soundbars. I have also developed strong customer service skills through my experience in providing support to a US client base via live chat using Zendesk. I am skilled in multitasking, maintaining high availability, and meeting response time targets and resolution deadlines. I have honed my problem-solving skills by effectively researching and utilizing knowledge base articles. Communication is one of my strengths, as I assist customers with various inquiries and provide updates on order status, product repairs, network unlock issues, and warranty verification.