Customer Support Specialist - Samsung KX

Stellar Global; Greater London; On-site; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Samsung work phone

Discount at Samsung members site

21 days annual leave + Bank Holidays

Health cash plan via Medicash

Job summary

Samsung KX, based in Kings Cross, London, is seeking a Support Specialist to host customers in our Support Lounge. You will use diagnostics and repairs knowledge to provide consultations, run tests, and guide guests through the repair journey while promoting Samsung products.

You will work with a dynamic team, develop troubleshooting skills, and contribute to delivering a seamless brand experience in our immersive space.

Qualifications

• Experience dealing with a variety of customers.
• Ability to diagnose and explain repairs.
• Willingness to learn procedures and processes.

Responsibilities

• Host customers in the Support Lounge and guide them through consultations.
• Troubleshoot and run diagnostic tests on devices.
• Engage customers with product knowledge and solutions.
• Support in selling Samsung products within the Space.
• Handle online and offline support via video calls and in-store.
• Assist with upgrades or trade-ins as needed.
• Provide warranty information and arrange pickup or repair services.
• Create tutorials to help customers use their devices.

Skills

Customer service

Diagnostics knowledge

Product knowledge

Communication skills

Tools

Diagnostics equipment

Job description

We are looking for a Support Specialist to join our team at Samsung KX!

Samsung KX was launched, in collaboration with Stellar Global, in 2019. Based in Kings Cross, London, Samsung KX is their impressive flagship European brand experience space and Stellar is responsible for providing the people, the performance. Designed to give guests the ultimate immersive brand experience, Samsung KX is a place where people are invited to discover, interact with and learn new skills in a dynamic environment through a range of workshops, events and performances together with local community partners.

As a Support Specialist you will be hosting the customers in our Support Lounge and using your device diagnostics and repairs knowledge to provide consultations and perform diagnostic tests on devices. Your role will have a strong focus on not only identifying the type of repair technology needed, but also support in selling our great Samsung products within the Space. You will be responsible for the first part of the customer’s repair journey. Whilst working in collaboration with an enthusiastic team you will develop your skills in customer education, troubleshooting and diagnostic testing.

What will you be doing:

• Effectively working alongside team members
• -Keeping up to date with the latest procedures and processes communicated from trainers and management
• -Effectively troubleshooting and running diagnostic tests in order to establish faults for mobile phones, tablets and wearables
• -Engage with customers in a welcoming and professional manner, demonstrating both extensive product knowledge and a determination in finding positive solutions
• -Managing consultation interactions and effectively using time in cohesion with KPIs
• -Developing extensive product knowledge to enhance repair knowledge
• -Provide online and offline support (in-store and via video calls) with customer education related to Samsung products
• -Support customers with alternative resolutions including upgrading their device or trade-in
• -Generating sales in line with the brand guidelines - never taking a “hard sell” approach, but tailoring your approach to every individual customer’s needs
• -Provide remote support through video calls, connecting to customer devices and diagnosing software faults as well as demonstrating educational software fixes and settings
• -Using video support to provide warranty information and check condition of devices and raise pick up service jobs or doorstep repairs
• -Providing tutorials via video support to help customers upskill in the usage of their device and learn relevant tips and tricks

What we are looking for?

• This a Full Time job (37,5 hrs a week) which requires full flexibility
• An Individual who is experienced in dealing with a variety of different types of customers
• A true passion for technology & Samsung as a brand
• An understanding of technology and an interest in working hands‑on diagnosing and fixing technical issues
• Experienced in dealing with 1 one 1 consultations with customers
• Great communication and verbal skills
• Hard work ethic and a willingness to continuedly improve their performance

What we offer:

• Samsung work phone
• Discount at Samsung members only website
• 21 days annual leave + Bank Holidays (and 1 extra day following the completion of 1 year of service)
• Health cash plan via Medicash