Samsung Tech Support Specialist

Job Type: Regular Work Location: Remote - TX - Dallas 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. WHO WE ARE 2020 Companies is one of the premier outsourced sales and marketing agencies in the United States. Over the past 31 years, our success has resulted from our relentless passion for elevating consumers, team members, and clients. WHAT WE DO Whether launching new products, penetrating new consumer segments, or executing sales and marketing strategies, we can help you reach your business goals. 2020 Companies identifies the opportunities in every challenge and works side-by-side with brands to guarantee success. Each year we deliver over 25 million in-person impressions, and we generate nearly $10 billion in client revenue. Our initiatives deliver a better return on investment for clients and retailers alike. WHERE WE DO IT We train our staff to succeed in any environment and every situation. We equip them with the experience and flexibility to help build brands and exceed goals. From the top of the Fortune 500 to smaller companies ready to expand their market share, 2020 Companies partners with clients of all sizes. HOW DO WE DO IT To guarantee the best team, we recruit, train, and deploy people who meet the exact needs of our clients’ businesses. Teamwork is the foundation of our AMPLIFY training program. We train team members to build relationships with each other, retailers, and consumers. Our blended learning environment inspires team members to be flexible, engaging, and adept at solving problems. We have never missed a launch. 2020 Companies is built on scalable infrastructure, industry-leading speed to market, and benchmark-breaking results. To meet our clients’ goals and deadlines, we recruit, train, staff, and manage the right team for every project. We tailor our initiatives to meet their goals and scale the staff to fit the size and deployment timetable they need. 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 continually 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 COMPANIES’ 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.

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