Overview
On Site
Full Time
Skills
Technical Support
Customer satisfaction
Issue tracking
Data Analysis
Engineering management
Computer science
Computer engineering
Microsoft Power BI
Knowledge management
Call center
Customer support
Data mapping
4G
Network
Management
SLA
Collaboration
BMC Remedy
KPI
Presentations
Macros
Microsoft Excel
Dashboard
Metrics
Tableau
TAC
DAX
Software development
SQL
Scripting
Agile
Privacy
Policies
Innovation
AIM
Electronics
Law
Job Details
Position Summary
Provide proactive, in-depth ticket analysis for quality and content, providing regular feedback to management and peers.
Role and Responsibilities
Provide proactive, in-depth ticket analysis for quality and content, providing regular feedback to management and peers. Ensure the latest ticket status is provided to the customers. Call quality sampling and suggestions for agent improvement. Continually analyze and improve existing support processes to improve resolution time and customer satisfaction. Follow up on ticket progress internally and with customer to identify and address ticketing cycle gaps. Ensure high severity issues (sev1 & sev2) are resolved to meet agreed SLA requirements. Ensure lower severity issues (sev3 & sev4) are updated in a timely manner. Collaborate and work with Remedy development team to enhance ticketing system and identify improvements and needed features. Conduct data analysis of trends and KPIs. Create and deliver professional PowerPoint presentations to upper management. Perform analysis, create charts and graphs, and write macros in Excel. Use dashboard tools daily to create visual displays for storytelling of metrics.
Minimum Education & Experience Requirements:
Master's degree in Engineering Management, Computer Science, Computer Engineering, a related field, or a foreign equivalent plus 1 year of post-baccalaureate experience in job offered or any networks/analyst relate job titles. Applicants must have 1 year of experience in the following: (1) dashboard tools including Power BI and Tableau; (2) trouble ticket and knowledge management systems; (3) call center or customer support function TAC; (4) DAX knowledge (programming language specific to Power BI); (5) SQL scripting; (6) Agile development lifecycle; (7) Data mapping and analysis; and (8) 4G and 5G terminology.
#LI-DNI
Skills and Qualifications
* Please visit Samsung membership to see Privacy Policy, which defaults according to your location. You can change Country/Language at the bottom of the page. If you are European Economic Resident, please click here .
At Samsung, we believe that innovation and growth are driven by an inclusive culture and a diverse workforce. We aim to create a global team where everyone belongs and has equal opportunities, inspiring our talent to be their true selves. Together, we are building a better tomorrow for our customers, partners, and communities.
* Samsung Electronics America, Inc. and its subsidiaries are committed to employing a diverse workforce, and provide Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin, marital status, sexual orientation, gender identity, status as a protected veteran, genetic information, status as a qualified individual with a disability, or any other characteristic protected by law.
Reasonable Accommodations for Qualified Individuals with Disabilities During the Application Process
Samsung Electronics America is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. If you have a disability and require a reasonable accommodation in order to participate in the application process, please contact our Reasonable Accommodation Team ) or for assistance. This number is for accommodation requests only and is not intended for general employment inquiries.
Provide proactive, in-depth ticket analysis for quality and content, providing regular feedback to management and peers.
Role and Responsibilities
Provide proactive, in-depth ticket analysis for quality and content, providing regular feedback to management and peers. Ensure the latest ticket status is provided to the customers. Call quality sampling and suggestions for agent improvement. Continually analyze and improve existing support processes to improve resolution time and customer satisfaction. Follow up on ticket progress internally and with customer to identify and address ticketing cycle gaps. Ensure high severity issues (sev1 & sev2) are resolved to meet agreed SLA requirements. Ensure lower severity issues (sev3 & sev4) are updated in a timely manner. Collaborate and work with Remedy development team to enhance ticketing system and identify improvements and needed features. Conduct data analysis of trends and KPIs. Create and deliver professional PowerPoint presentations to upper management. Perform analysis, create charts and graphs, and write macros in Excel. Use dashboard tools daily to create visual displays for storytelling of metrics.
Minimum Education & Experience Requirements:
Master's degree in Engineering Management, Computer Science, Computer Engineering, a related field, or a foreign equivalent plus 1 year of post-baccalaureate experience in job offered or any networks/analyst relate job titles. Applicants must have 1 year of experience in the following: (1) dashboard tools including Power BI and Tableau; (2) trouble ticket and knowledge management systems; (3) call center or customer support function TAC; (4) DAX knowledge (programming language specific to Power BI); (5) SQL scripting; (6) Agile development lifecycle; (7) Data mapping and analysis; and (8) 4G and 5G terminology.
#LI-DNI
Skills and Qualifications
* Please visit Samsung membership to see Privacy Policy, which defaults according to your location. You can change Country/Language at the bottom of the page. If you are European Economic Resident, please click here .
At Samsung, we believe that innovation and growth are driven by an inclusive culture and a diverse workforce. We aim to create a global team where everyone belongs and has equal opportunities, inspiring our talent to be their true selves. Together, we are building a better tomorrow for our customers, partners, and communities.
* Samsung Electronics America, Inc. and its subsidiaries are committed to employing a diverse workforce, and provide Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin, marital status, sexual orientation, gender identity, status as a protected veteran, genetic information, status as a qualified individual with a disability, or any other characteristic protected by law.
Reasonable Accommodations for Qualified Individuals with Disabilities During the Application Process
Samsung Electronics America is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. If you have a disability and require a reasonable accommodation in order to participate in the application process, please contact our Reasonable Accommodation Team ) or for assistance. This number is for accommodation requests only and is not intended for general employment inquiries.