Job Summary:

This position is responsible for providing in-depth technical support for in-bound Samsung customers.  Technical Coordinators will be required to have an advanced working knowledge of desktop, with strong emphasis on laptop hardware and software applications.  The position requires an individual who has demonstrated success in working independently and working as a productive member of a team.  Responsibilities include providing quality customer service while demonstrating the technical ability to accurately troubleshoot, diagnose and resolve customer inquiries.  Customer inquiries will require the ability to use multiple technical software applications to research, analyze and resolve the consumer’s issue.

Responsibilities:

·        Ability to effectively handle complex technical customer issues in an independent, timely and efficient manner while maintaining quality standards for customer satisfaction.

·        Ability to proficiently navigate a customer through the functionalities of a laptop including:  hardware, software and networking.

·        Must be able to clearly explain all the features of MS Office Windows, including Set-up, features, functionality, system maintenance, security and network settings. 

·        Provide clear and concise direction regarding LAN connections and network configurations, including IP settings.

·        Communicate, troubleshoot and diagnose various software security applications including McAfee, Omnipass and TPM.

·        Use resourceful diagnostic techniques to resolve the customer’s questions.

·        Ability to translate complex technical terms into terms easily understood by customer.

·        Ability to make independent decisions based on established guidelines

·        Provide quality customer service while demonstrating the ability to effectively troubleshoot and resolve advanced technical inquiries.

·        Must be able to prioritize work, manage time effectively and work successfully in a fast paced, multi faceted environment

·        Ability to meet or exceed established performance goals

·        Must be able to adhere to an assigned work schedule, must be dependable and punctual

·        Will acquire and retain multiple product range knowledge

Qualifications:

·        Associates degree in a related technical field, or equivalent work experience required

·        1 - 2 years of desktop support experience or Help Desk experience

·        Minimum of 12 months of customer service experience with a strong emphasis on technical product knowledge

·       A+ Certification  REQUIRED or successfully completed course work of A+ content.

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·        Demonstrated ability to effectively diagnose and troubleshoot complex technical issues while maintaining a high level of customer satisfaction

·        Ability to interface with customers via phone, email and written communication

·        Exceptional communication skills (verbal and written)

·        Negotiation and decision making skills

·        Self-motivated, creative, flexible, willing to take initiative, be accountable, and able to effectively handle multiple tasks at one time

·        Ability to work a flexible schedule, including weekends and holidays