Job Type:
Regular
Work Location:
Remote - NC - EST
Overview:
Become a Full-Time Remote Technical Support Specialist for Samsung Electronics America (SEA)!
We are 2020 Companies, an outsourced sales and marketing company. Our clients are the most well-known brands in Consumer Electronics, Telecom, and Energy. They hire us to hire, train, and deploy people like you to represent their brand. Working for your favorite brand is now a reality! We are always looking for Retail Sales Associates, Brand Ambassadors, and Merchandisers. Together, we can take your career to the next level!
We have immediate openings for experienced Technical Support Specialists providing two levels of support: Level 1: troubleshooting and Level 2 repair.
Level 1 support will include, but is not limited to:
- Device troubleshooting
- Software troubleshooting
- Credential support
- Ticketing support
Level 2 support will include, but is not limited to:
- Hardware assistance
- Systems troubleshooting
- Laptop troubleshooting
- IMEI rewrites
Day-in-the-Life as a Technical Support Specialist*
- Provide ticket support, approvals, system usage, technical hardware, and software support using both live chat and email support
- Engage with service locations to ensure each support request is efficiently and thoroughly resolved.
- Support of any cross-functional support lines with internal Samsung teams, to provide additional ticket and technical support to Samsung authorized servicers in adherence to Samsung global requirements and standard policies
- Engage in professional feedback, development plans and corrective actions at a technician, store, regional, and territory level.
Duties and Responsibilities
- Ticket support, approvals, technical hardware and software support via live chat and email support
- Efficient and thorough resolution of all tickets
- Establish and maintain strong relationships with service locations and technicians
- Compile, edit, and gather accurate data and information to develop technical and operational reports
- Summarize and speak to support escalations at a high level
- Use targeted reporting tools and processes to prioritize actions
- Proactively develop resolutions to common trends and reported issues
- Provide cross-functional tech support for Samsung field teams
Candidates should exhibit these values:
- People Minded – Must show dignity and respect to all people
- Integrity – Exemplify the highest degree of ethical behavior
- Results Oriented – Show passion, pride and commitment to succeed
- Trust – Be honest, sincere and confident
- Teamwork – Build trusting relationships
- Innovation – Progress through a combination of creativity, common sense and vision
- Balance – Maintain an optimistic attitude and keep perspective on what is important in life
What’s in it for you?
- Competitive, weekly pay
- Bonus incentive, paid quarterly
- Work remote, from home
- Paid training completed online, at home
- Next day pay on-demand with DailyPay
- Work for one of the largest tech companies in the world
- Exciting work environment
- Learning with the best in class products
Job Description:
- Ticket support, approvals, system usage, technical hardware and software support, live chat and email support
- Full engagement with service locations and must have a comprehensive working knowledge of their service operations to include both Front and back of house. Identifying process and operational strengths and opportunities and action item follow up to ensure each support request is efficiently and thoroughly resolved
- Establish and maintain strong relationships with service locations and technicians to perpetuate operational efficiency, industry and marketplace read outs, and recommending improvement to management
- Collaborate with internal client teams, Engineering, etc., to support escalations and support requests as needed
- Engage in professional feedback, development plans and corrective actions at a technician, store, regional, and territory level
- Compile, edit, and gather accurate data and information to develop technical and operational reports
- Must have the ability to speak and summarize support interactions and escalations on a high level
- Possible on-site visits at service partners' locations to perform process improvement tasks, gather, disseminate information, and perform standard audits and assessments
- When needed or requested, develops/Implements action plans for improvements, with clear root cause analysis, reporting and follow up
- Use targeted reporting tools and processes to prioritize actions
- Proactively and reactively develop resolutions to common trends and reported issues
- Provide additional cross-functional tech support to field team as needed
Qualifications:
- Bachelor's degree with minimum of 3 years' experience in consumer electronics, home appliance or telecommunications or service retail industry or Associates Degree or GED with a minimum of 5 years' experience consumer electronics or retail industry
- Experience gathering reports, KPI's and providing data analytics
- Experience with consumer electronics or retail industry
- Experience with navigating and troubleshooting Windows PC (Windows 7 and up)
- Experience working under minimal supervision and guidance to identify and ensure achievement of production team goals and to complete individual work assignments within established time frames
- Must be able to travel up to 40% domestically
- Ability to plan and prioritize multiple work assignments
- Excellent reading, writing and communication skills
- Ability to lift, move, or adjust general office equipment weighing up to 25 pounds
- Ability to work with machines, tools, equipment, and work aids associated with electronic component test, assembly, and repair work including test equipment, testing devices, technician hand tools, cables, etc.; first aid kit is available and prescription safety glasses are required in certain test areas
- High level of visual insight and moderate color distinction for accurate test equipment operation, information analysis and error recognition
What You Can Expect From 2020 Companies
We welcome every voice, and we are committed to building a truly inclusive environment where your differences are not just welcomed, they are celebrated. We are always identifying opportunities to encourage our team to be their authentic selves, while working to provide a best-in-class experience for our employees. Whether that’s paid holidays, long-term career pathing options, personal development opportunities or professional stretch assignments, you can expect 2020 Companies to support you.
2020’s Commitment
We are committed to creating a diverse and inclusive organization and are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other dimensions of identity.
