Tier 3 Customer Service Representative

Insight Global (United States); Irving (TX); On-site; USD 42,000 - 54,000; Full time

Job summary

Insight Global is seeking a hands-on technician to troubleshoot and repair Samsung mobile devices and guide customers through the repair process. The role requires customer-facing support via phone, email, or chat and a strong understanding of device hardware and software.

The ideal candidate will diagnose issues, distinguish true device failures from user error, and reference warranty terms to determine eligibility.

Qualifications

• At least 1 year of experience troubleshooting Samsung devices.
• Strong background in mobile device hardware and software troubleshooting.
• Familiarity with Samsung products and warranty policies.

Responsibilities

• Provide technical support to customers via phone, email, or chat.
• Diagnose and resolve technical issues.
• Interpret the failure and decipher if the end user has been experiencing a true device failure or if there is potential user error or misinterpretation of the device capability or specifications.
• Discover and apply insights from process gaps found during the actual transaction flow.
• Ability to collect information and engage in complex problems as well as willingness to work with end-user & repair technicians asking and answering inquiries.
• Provide exceptional customer service by actively listening to customers' concerns and providing appropriate solutions.
• Evaluate claims to determine eligibility based on Warranty terms and conditions.

Skills

Samsung device troubleshooting

Mobile hardware/software Troublesh

Technical guidance to agents

Warranty policy familiarity

Job description

Job Description

Position Summary:This role handles hands-on mobile device troubleshooting and repair, provides customers withtechnical guidance to ensure customer satisfaction results related to Mail-In repair.

Essential Duties & Responsibilities:

• Provide technical support to customers via phone, email, or chat.
• Diagnose and resolve technical issues.
• Interpret the failure and decipher if the end user has been experiencing a true devicefailure or if there is potential user error or misinterpretation of the device capability orspecifications.
• Discover and apply insights from process gaps found during the actual transaction flow.
• Ability to collect information and engage in complex problems as well as willingness towork with end-user & repair technicians asking and answering inquiries.
• Provide exceptional customer service by actively listening to customers' concerns andproviding appropriate solutions.
• Evaluate claims to determine eligibility based on Warranty terms and conditions.

Skills and Requirements

• At least ONE year of experience troubleshooting Samsung devices
• Strong technical background in mobile device hardware/software troubleshooting, withthe ability to guide and evaluate agents' diagnostic work and distinguish true devicefailures from user error.
• Familiarity with Samsung products and warranty policies.

Necessary Skills and Attributes:

• Strong technical aptitude for mobile device hardware/software, sufficient to guide andcoach agents on diagnosis.
• Committed to operational excellence and customer satisfaction.
• Excellent interpersonal, verbal, and written communication skills.
• Team-oriented, but capable of working independently and managing multiple tasks.
• Self-directed, self-motivated, and results-oriented.
• The ability to gather and analyze data from multiple sources, prepare spreadsheets,charts, graphs and tables of information and to plan and prioritize multiple workassignments
• The ability to read, write, provide critical data review and prepare reports

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [e-mail].