Job Description

Responsible for independently providing advanced technical support services to our enterprise customers. Provide issue management, status updates, and resolution to the customer. Provide reporting and escalation support on mobile devices and other products in the portfolio. Follow through on customer commitments with the utmost professionalism, courtesy, and a clear sense of accountability. Collaborate with customers, internal resources, HQ, and 3rd parties to ensure delivery of services.

• Assisting enterprise customers with day to day activities including the following:
• Responsible for providing advanced technical support and troubleshooting on mobile products.
• Primary interface between customers, internal, and third-party escalation teams.
• Investigate complex, multi-faceted issues that involve MDMs, Enterprise Networks, Mail Systems and other 3rd party products.
• Analyze data, logs, and testing results to help identify root cause.
• Evaluate issues from multiple angles; integrate data inputs to develop corrective actions while driving issues to resolution within the required SLAs.
• Provide advanced troubleshooting over the phone, via web conferencing, or in-person.
• Log and track all issues in Samsung ticketing system.
• Engage and escalate to other advanced technical support teams when necessary.
• Provide regular activity reports, post mortem, and other ad hoc reports.
• Help drive improvements in operational capabilities, troubleshooting, and other customer service functions.

Enhanced Activities

• Responsible for developing and mentoring junior team members by assessing strengths, create plans to address deficiencies and set goals that will positively impact the overall performance of the individuals.
• Manage internal technical projects, create timelines and meet deadlines to comply with business needs.
• Responsible for creating and maintaining relationships across other Samsung business groups to facilitate issue resolution, increase technical knowledge or further increase team effectiveness.
• Responsible for taking technical escalations, determine root cause or effectively communicate next steps to the Senior Technical Specialists until full resolution is provided or workaround is in place.
• Act as the Major Incident Manager and be accountable for the general procedures management, identifying the appropriate technical groups/resources and keep the customer informed about the progress of the case.
• Available for on-call rotation