Samsung Hybrid CSR Technician

STARTING RATE-$25.00

Administrative Responsibilities

Including but not limited to:

Handling and organizing Work Authorization Forms (WAFs) and similar documentsAnswering Care phone calls and providing Care support over the phone (including providing accurate apt availability, hours of operation, device warranty status etc.)Contacting Samsung Care customers via phone, email and/or other means of communicationMaintaining the cleanliness and professional appearance of the repair lab

Level 1 (FOH) Responsibilities

Including but not limited to:

Greeting customers in a friendly manner and maintaining a positive work environmentIncremental Support for Checking in customers (via Q-Tool or other Samsung-dictated tool)Ability to create Level 1 & Level 2 tickets (5k / 2k / 4k)Providing Level 1 troubleshooting support for Samsung phones, tablets, wearables, hearables & laptops/ChromebooksPerforming incremental inbound diagnostics on customer devices (IQC)Performing software updates on supported devicesPerforming factory resets on customer devicesProviding superior customer service, explanations and solutions to exceed customer expectationsPromoting Post-Service Customer Surveys via customer email

Level 2 (BOH) Responsibilities

Including but not limited to:

Providing Level 2 troubleshooting support for Samsung phones, tablets, wearables, hearables & laptops/ChromebooksDiagnosing and performing modular repairs on supported devicesUtilizing Level 2 software to complete repair processes (IMEI rewrite, FRP unlock, mmWave calibration, etc.)Performing outbound quality checks (OQC) to validate repair qualityPerforming software updates and re-flashesKeeping track of device repairs and parts inventory while safeguarding all store stockPerforming Open Box Device CertificationsContacting customers with ticket status updates

Other Requirements

Including but not limited to:

Ability to pivot in a moment’s notice (between Admin, FOH (L1) & BOH (L2)) based on the needs of the businessFlexibility to work any day of the week, including weekends & some holidaysFlexibility to work additional hours as necessaryAbility to effectively communicate verbally and non-verbally with peers, other teams and leadership as well as Samsung customersAbility to support and deliver innovative solutions that drive overall Care Efficiency and Customer Experience

Summary Definition of this Role

The need for this role was because Customer Experience dictated that our customer care management/communication is failing. Internal feedback dictated that FOH to BOH communication is the core cause of the issue. The purpose of this role is to serve as the connecting piece between Customer, FOH, and BOH.

Key Metrics to Gauge Impact Include (but not limited to):

NPS/CMI/DSAT/Survey Vol, 4K Ticket Volume, RTAT

The Primary Objective of The SESL Galleria Hybrid CSR Technician

Supporting Incoming Customer Calls for CareChecking Care / Repair AvailabilityBooking Appointments for ServiceCommunicating Repair StatusOW PricingVerifying Warranty by Date StatusVerifying Parts AvailabilityCalling Upcoming Appointment Customers to confirm Appointment (requires QTool access and full proficiency)Device / Warranty (requires GSPN access and full proficiency)Repair Required (requires GSPN and STG)Parts on Hand (requires GSPN and Google Docs)Device / Symptom TroubleshootingDevice On Board TestSamsung Members DiagnosticsGalaxy Diagnostics: IQCFenrir H/FMinor RepairsFRP UnlocksScreen ProtectorsSupporting FOHWarranty DeterminationWalk-In AvailabilityParts Checks / OrderingLevel 2 Open Box CertificationOther Customer ContactContacting Repair Completed Customers Pending PickupContacting Abandoned Device CustomersContacting Parts Pending Customers for Status UpdatesFollow-up Calls to Goods Delivered Customers for NPS