Support Technician

Stellar; Greater London; Hybrid; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Competitive salary

37.5 hours contract

Samsung work phone

Discount at Samsung members site

21 days annual leave + BH

Health cash plan via Medicash

Great staff benefits

Job summary

Stellar Global is seeking a skilled Mobile Repair Technician to join our team at Samsung KX, King's Cross, London. You will manage the repair journey from intake, through diagnostics, to Level 2 repairs with full functionality, while coordinating stock and parts orders.

In this role you will work closely with colleagues to meet KPI targets, perform in/out quality checks, and handle customer communication. The position offers a supportive environment and ongoing skills development.

Qualifications

• Experience with Samsung phone repairs at level 2 and fast-paced environments.
• Able to work both independently and within a team to meet deadlines.
• Experience handling customer complaints and aftercare.

Responsibilities

• Manage the repair journey from intake to Level 2 repairs with 100% functionality.
• Accurately diagnose faults, log claims, and manage stock and parts orders.
• Ensure KPI tracking, quality checks, and effective customer communication.

Skills

Samsung repairs (level 2)

Teamwork

Customer service

Inventory management

KPI targets

Job description

Stellar Global is looking for a skilled Mobile Repair Technician to join our team at Samsung KX, King's Cross, London!

About 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 managing and developing its exceptional people. 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.

Overall purpose of the role:

As a Support Technician you will be involved in the entire repair journey; from the moment the front of house specialist books in a device by responsibly managing stock and part orders, correctly diagnosing faults, conducting Level 2 repairs with 100% functionality, ensuring real time service tracking against KPI, performing in/out quality controls and completing out of box checks. Your role will have a strong focus on repair technology, and you will be responsible for the second part of the customer’s repair journey. Whilst working in collaboration with an enthusiastic team you will develop your skills in troubleshooting, level 1 and level 2 repairs, back of house admin, stock management and customer communication.

By working effectively with your team and managing the repair journey you will contribute to the team's repair KPIs. You will furthermore be responsible for determining the warranty status of devices and provide insurance possibilities for out of warranty repairs. You will need to log claims in our own systems and take payments where warranty has expired. You will carry the responsibility for ensuring repairs always happen to the highest standards and that the stock is sufficient to enable yourself and the team to do so.

About Stellar Global:

Stellar Global is a progressive, inclusive retail experience agency that believes in the power of people. By investing heavily in its staff, Stellar is able to deliver a best-in-class service for physical, virtual or hybrid retail experiences. By providing bespoke, immersive training programs and opportunities to flourish and progress, Stellar Global is committed to creating a culture of community and support while cultivating outstanding retail experience specialists. Stellar is an an Equal Opportunities Employer. We value diversity and inclusion, and all applications are considered equally.

What we are looking for:

• Experienced in dealing with different working environments i.e. fast paste / quick turn over repairs
• Experienced in dealing with Samsung phone repairs at level 2
• Experience working on repairs individually but also within a team
• Some experience with customer complaints on aftercare and alterations
• Liaising with different departments to meet specific customer needs
• Inventory management / Stock
• Working towards specific deadlines & KPI targets

What we offer:

• Competitive salary
• 37.5 hours contract, 5 days per week, Mon-Sun
• 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
• Great staff benefits