Samsung Senior Technical Support Manager

2020 Companies, Inc.; Plano (TX); On-site; USD 94,000 - 127,000; Full time

Benefits offered by this job

Weekly pay

DailyPay

Medical benefits

401k with company matching

Scholarship opportunities

Employee Assistance Program

Paid Time Off

Paid Holidays

Job summary

Samsung Electronics America in Plano, TX is seeking a Senior Technical Support Manager to lead enterprise mobile device support, manage escalations, and drive improvements in service delivery for enterprise customers.

The role requires a Bachelor’s Degree or 10 years of technical support experience, strong knowledge of MDM/EMM, mail systems, and networking, plus outstanding problem-solving and communication skills.

Qualifications

• Bachelor's degree or 10 years of technical support experience required.
• Experience in a telecommunications environment with mobile device services preferred.
• Strong foundations in mail platforms and Exchange/Office 365.
• Knowledge of MDM/EMM platforms such as SOTI, AirWatch, Intune, Knox.

Responsibilities

• Provide advanced technical support and troubleshooting on mobile products.
• Act as primary interface between customers and escalation teams.
• Investigate complex issues involving MDMs, enterprise networks, and mail systems.
• Analyze logs and data to identify root causes and corrective actions.
• Drive issue resolution within SLAs and log all cases in the ticketing system.
• Mentor junior team members and contribute to process improvements.

Skills

Mobile device support

MDM/EMM knowledge

Mail systems administration

Networking basics

Technical troubleshooting

Customer escalation handling

Education

Bachelor's Degree or 10 years of experience

Tools

SOTI

Blackberry UEM

AirWatch

MobileIron

MaaS360

MS Intune

Knox

Job description

Job Type: Regular

Location: Samsung Electronics America - Plano, TX 75023

Pay: Annual Salary $110,000

Schedule: Monday - Friday: 7 am to 7 pm; Rotating On-call: 7 pm to 6 am (Once every 3 weeks)

Overview: 2020 Companies seeks a full-time Samsung Senior Technical Support Manager professional to represent our client, Samsung Electronics America.

What We Offer:

• Paid weekly
• Next-day pay on demand with DailyPay
• Eligible for medical, dental, and vision benefits
• Eligible for 401k with company matching
• Scholarship opportunities for employees and direct family members
• Employee Assistance Program
• Paid Time Off
• Paid Holidays

Job Description:

• Assisting enterprise customers with day-to-day activities including the following:
• Responsible for providing advanced technical support and troubleshooting on mobile products.
• Primary interface between customers, internal, and third-party escalation teams.
• Investigate complex, multi-faceted issues that involve MDMs, Enterprise Networks, Mail Systems, and other 3rd party products.
• Analyze data, logs, and testing results to help identify root cause.
• Evaluate issues from multiple angles; integrate data inputs to develop corrective actions while driving issues to resolution within the required SLAs.
• Provide advanced troubleshooting over the phone, via web conferencing, or in-person.
• Log and track all issues in the Samsung ticketing system.
• Engage and elevate to other advanced technical support teams when necessary.
• Provide regular activity reports, post-mortem, and other ad hoc reports.
• Help drive improvements in operational capabilities, troubleshooting, and other customer service functions.

Enhanced Activities:

• Responsible for developing and mentoring junior team members by assessing strengths, creating plans to address deficiencies, and setting goals that will positively impact the overall performance of the individuals.
• Manage internal technical projects, create timelines, and meet deadlines to comply with business needs.
• Responsible for creating and maintaining relationships across other Samsung business groups to facilitate issue resolution, increase technical knowledge, or further increase team effectiveness.
• Responsible for taking technical escalations, determining root cause, or effectively communicating next steps to the Senior Technical Specialists until full resolution is provided or a workaround is in place.
• Act as the Major Incident Manager and be accountable for general procedures management, identifying the appropriate technical groups/resources, and keeping the customer informed about the progress of the case.
• Available for on-call rotation.

Qualifications:

• Bachelor's Degree or 10 years of technical support experience is required.
• Technical degree preferred.
• Prior experience in a telecommunications environment required, with specific focus on mobile device services and support (smartphones and tablets).
• Knowledge and experience with MDMs/EMMs is preferred (SOTI, Blackberry, AirWatch, MobileIron, MaaS360, MS Intune, Knox).
• Strong foundation and understanding of mail platforms, mail server administration, and transport protocols (POP/IMAP/SMTP/ActiveSync/Exchange/O365).
• Sound understanding of mobile platforms, device manufacturers, mobile browsers, and device management.
• Solid foundation and understanding of basic enterprise server administration (Windows/AD/LDAP/DNS/DC).
• Strong foundation and understanding of basic network functions, standards, and protocols (TCP/IP/WiFi/VPN/LAN/WAN).
• Solid understanding of emerging technologies, standards, and best practices for mobile development.
• Thorough knowledge and experience in different mobile development platforms including (BB, iOS, Android, et al).
• Strong analytical, problem-solving, and technical skills with a high attention to detail and the ability to understand complex workflow systems.
• Deep understanding of processes and methods to troubleshoot customer issues and drive timely resolution of issues.
• Solid understanding of mobile email message flow.
• Must be comfortable working in stressful situations and navigating the organization effectively.
• Strong written and verbal communication skills.

Enhanced Skills/Attributes:

• Proficient in handling the most complex technical support issues, including, but not limited to, devices, wireless carriers, internet, and IT infrastructure (MDM, Mail Systems, Network).
• Be identified as a subject matter expert (SME) on any (or multiple) of the Samsung supported technologies.
• Proficient in MS Excel to create reports, manipulate data, and present to upper management.
• Consistently create technically advanced documentation on all resolved issues and share this knowledge with the rest of the team members.

Work Environment:

Work is generally performed in an office environment. Operate a computer keyboard and view a video display terminal between 50% - 95% of work time, including prolonged periods of time. Requires considerable work utilizing high visual acuity/detail, numeric/character distinction, and moderate hand/finger dexterity. The movement and transportation of equipment, most of the time, is under 25 pounds. May be required to work additional hours outside a normal schedule. Travel varies depending on position. Consistently demonstrate a commitment to policies and procedures, including but not limited to, attendance, confidentiality, conflict of interest, or ethical responsibilities.

What You Can Expect From 2020 Companies:

We welcome every voice, and we are committed to building a truly inclusive environment where your differences are not just welcomed, they are celebrated. We are always identifying opportunities to encourage our team to be their authentic selves, while working to provide a best-in-class experience for our employees. Whether that’s paid holidays, long-term career pathing options, personal development opportunities or professional stretch assignments, you can expect 2020 Companies to support you.

We are committed to creating a diverse and inclusive organization and are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other dimensions of identity.