Samsung Technical Support Specialist

Acosta; Mississauga; On-site; CAD 50,000 - 70,000; Full time

Job summary

A growing company in Canada is seeking a full-time Technical Support Specialist to deliver first-class support for their Samsung client. Responsibilities include training, managing service partner relationships, monitoring performance, and ensuring exceptional customer satisfaction. Candidates should have 2-3 years of relevant experience and strong communication skills.

Qualifications

• 2-3 years of experience in testing and repair of wireless devices.
• Ability to conduct technical training in classroom settings.
• Basic knowledge in CDMA, GSM, HSPA, LTE signaling.

Responsibilities

• Manage training for Samsung and service partners.
• Monitor performance and compliance of service partners.
• Provide product and service support post-sales.

Skills

Communication skills

Problem Solving

Analytical skills

Tools

Mobile interface software

Job description

Premium Retail Services Canada is looking for a full-time Technical Support Specialist to join our ranks! Working directly with our Samsung client, we are looking for someone well versed and experienced with telecommunications to provide first class support!

• Manage, develop and deliver product service training to Samsung and authorized service partners.
• Manage partnerships with authorized service partners to ensure compliance to service process, requirements, repair quality and guideline requirements set by HQ.
• Monitor Key Performance indicators and provide action plans to improve performance of the authorized Service partners.
• Provide product and service support to carrier post Sales teams.
• Monitor and report on post launch product returns to identify and track any abnormal returns and / or quality issues.
• Manage the distribution of service documentation (manuals, user guides, technical bulletins, etc.).
• Conduct service centre audits as required by Samsung policy.
• Generate reports for NAHQ and HQ as required.
• Provide exceptional customer satisfaction to internal and external customers.

LES QUALIFICATIONS

• Ability to conduct technical training one-on-one to in classroom environment.
• Highly self-motivated, articulate and analytically-minded.
• Excellent communication (verbal and written) and report-writing skills.
• Solid Computer knowledge to setup and operate mobile interface software and tools.
• 2-3 years of work experience in testing, repair of wireless devices. Field trouble shooting experience will be a great asset.
• Flexibility in travel required (out of town and local visits to Service partner locations).
• Able to work independently with minimal supervision.
• Basic knowledge in CDMA / GSM / HSPA / LTE network signaling messaging, and data applications (e.g. MMS, SMS).

Company : Premium Retail Services (Canada), Inc.

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