Future Opportunities - Samsung Customer Care Tech. (Full-Time) NY, Meatpacking District

Mosaic Sales Solutions is a full-service marketing agency that delivers successful brand experiences for various high profile clients directly to the people who buy them. Ad Age recently included us in their Best Places to Work in Marketing and Media list, and we are about to expand our team!

Customer Care Technician (CCT) will be the customer’s primary point of contact regarding handheld device issues providing diagnostic and repair services to the customer. CCTs will interact directly with customers to assess their needs and manage the delivery of the appropriate service offering(s) and transactions. The CCT will be responsible for managing the customer’s service experience and ensuring a satisfactory outcome. The CCT will be responsible for conducting all levels of In-Warranty and Out-of-Warranty repairs as well as post repair quality checks.

Core Roles and Responsibilities:

Essential Duties and Responsibilities include the following: (Other duties may be assigned)

• Delivers superior customer service
• Performs Level 1 through 2 device repair which includes:
• Customer education
• Troubleshooting and diagnostics
• Complex repairs that require full device disassembly and part replacement
• Software upgrade
• RF testing
• Quality/Operational checks that are appropriate to the level of repair
• Performs advanced software loading and programming of cellular products
• Determines warranty status and communicates findings to the customer along with Samsung’s Standard Limited Warranty Guidelines.
• Communicates service and/or insurance options to customer
• Processes exchanges in the event a repair cannot be made
• Collects and processes Out of Warranty payments
• Records interaction/service events; accurately and completely documents the repairs made to each unit on the product service ticket.
• Champions post-purchase loyalty through ensuring customer:
• Walk-Out-Working
• Has an opportunity to sign up for a Samsung account and is aware of the benefits
• Is aware of insurance offering
• Downloads support apps
• Understands the channels through which future support is available
• Calibrates and maintains test equipment, test cables and ESD safety equipment in accordance with calibration standards and compliance procedures. Performs minor repairs, replacement or calibration of equipment or initiates contract repair or replacement orders.
• Shares improvements and experiences in product troubleshooting, failure analysis, diagnostics and repair techniques with repair technician team members and supervisors, to improve productivity and enhance quality performance.
• Explains failure behind symptoms

Qualifications


Background/Experience/Skills:

• Associates Degree (EET) from an accredited technical school, junior college or equivalent college or university education in a technical engineering field of study or equivalent work experience
• Should have a minimum of 6 months to 2 years’ experience in the use of a combination of Radio
• Frequency (RF), digital circuitry, or electronic component testing and trouble shooting
• Experience with electronic and test equipment such as DVM, Mobile Station test sets and low voltage power supplies
• Professional communication skills including ability to communicate policies and procedures
• SME level of knowledge of Smart Phone use and Android operating system
• Mobile Phone repair experience (Levels 1 through 3)
• Must be proficient in Microsoft Office Suite
• Bilingual Spanish /any other language is a plus but not required
• Call center or customer service experience preferred

Necessary Skills/Attributes for this position the following skills and abilities must be demonstrated at a proficient level:

• Ability to development and maintain excellent working relationships with peers and supervisors within the department through regular interfacing with management for information exchange.
• Ability to gather and analyze data from multiple sources.
• Ability to plan and prioritize multiple work assignments.
• Ability to read, write and prepare product repair orders and service tickets and to comprehend technical repair manuals, test procedures and technical product information.
• Demonstrate English language competency in both oral and written communication modes for both internal and external communications, especially in repair order work and troubleshooting activities.
• Work under minimal supervision and guidance to identify and ensure achievement of production team goals and to complete individual work assignments within established time frames.
• Ability to solve problems involving similar or related conditions where solutions are determined from available choices and well-established guidelines. Job duties involve some innovation and analysis to resolve new product problems and to develop new troubleshooting techniques.
• Ability to effectively read and interpret schematic diagrams.

Physical/Mental Demands and Working Conditions: The position requires the ability to perform the essential duties and responsibilities in the following environment:

• Lift, move, or adjust general office equipment, boxes, supplies, materials or products weighing up to 25 pounds using proper materials handling procedures.
• High level of visual acuity and moderate color distinction for accurate test equipment operation, information analysis and error recognition.
• Ability to perform inspections of defects as small as 0.1 mm is necessary.
• High hand/finger dexterity with fine motor coordination skills to perform electronic component repair work.
• 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.
• Occasionally work additional hours beyond normal schedule during peak workload demands.

If you are passionate about changing people's lives by changing how they experience technology, apply to join our team today!

Who is Mosaic?

Consistently voted one of the best places to work, Mosaic provides people, technology, and analytics to support the sales and marketing of world-class brands that you know and use every day. Our clients are Fortune 500 companies with high expectations and forward-thinking philosophies. Together as a TEAM we deliver for them every day. Mosaic is not about standing out from the crowd - We lead it!

Mosaic Sales Solutions is an Equal Opportunity Employer


DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. Mosaic reserves the right to modify all or part of any job descriptions at its discretion in order to meet and or exceed the needs of the business.