Tier 3 Mobile Device Troubleshooting Specialist

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

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.