Tier 3 Customer Service Representative

Required Skills & Experience

• At least ONE year of experience troubleshooting Samsung devices
• Strong technical background in mobile device hardware/software troubleshooting, with the ability to guide and evaluate agents' diagnostic work and distinguish true device failures from user error.
• Familiarity with Samsung products and warranty policies.

Necessary Skills and Attributes:

• Strong technical aptitude for mobile device hardware/software, sufficient to guide and coach agents on diagnosis.
• Committed to operational excellence and customer satisfaction.
• Excellent interpersonal, verbal, and written communication skills.
• Team-oriented, but capable of working independently and managing multiple tasks.
• Self-directed, self-motivated, and results-oriented.
• The ability to gather and analyze data from multiple sources, prepare spreadsheets, charts, graphs and tables of information and to plan and prioritize multiple work assignments
• The ability to read, write, provide critical data review and prepare reports

Job Description

Position Summary:

This role handles hands-on mobile device troubleshooting and repair, provides customers with technical guidance to ensure customer satisfaction results related to Mail-In repair.

Essential Duties & Responsibilities:

• Provide technical support to customers via phone, email, or chat.
• Diagnose and resolve technical issues.
• Interpret the failure and decipher if the end user has been experiencing a true device failure or if there is potential user error or misinterpretation of the device capability or specifications.
• Discover and apply insights from process gaps found during the actual transaction flow.
• Ability to collect information and engage in complex problems as well as willingness to work with end-user & repair technicians asking and answering inquiries.
• Provide exceptional customer service by actively listening to customers' concerns and providing appropriate solutions.
• Evaluate claims to determine eligibility based on Warranty terms and conditions.