Job Description

Ticket Operations Coordinator

Regular

Englewood Cliffs, NJ (On-site required)

2020 Companies, in partnership with Samsung Electronics America, seeks a recent graduate or entry-level Ticket Operations Coordinator to join the team. This role is ideal for someone eager to learn and grow in the appliance break/fix industry. The candidate will receive hands-on training and mentorship while supporting the management of technical support tickets within Contact Center operations.

Applicants must be authorized to work in the United States full-time without current or future visa sponsorship.

Required Certifications & Skills:

• Bilingual in English and Korean Required

Making the future is everyday life at Samsung. We're seeking innovators who are called to change the world and build a better one. We enable the best technology hardware on the planet, but our best is always a prototype for something better, and our people thrive with a driven mindset better builds on better. We believe an inclusive culture and a diverse workforce drive innovation and growth. We aim to create a global team where everyone belongs and has equal opportunities, inspiring our talent to be their true selves. We are building a better tomorrow for our customers, partners, and communities.

What's in it for you?

• Receive a competitive hourly rate starting at $30.00, paid weekly
• Next day pay on demand with DailyPay
• Health/Dental/Vision benefits
• 401K Program with matching
• Paid Time Off
• Paid Holidays
• Scholarship opportunities for employees and direct family members
• Employee Assistance Program
• Leadership Development Program

Job Description:

Responsibilities:

• Review and analyze ticket data trends to identify patterns, inconsistencies, and areas for improvement
• Assist Contact Center teams with appliance repair-related tickets when escalated support is needed.
• Demonstrate the ability to safely break down, diagnose, and repair appliances as a part of troubleshooting and ticket resolution support.
• Monitor ticket updates for accuracy, completeness, and adherence to established guidelines and procedures
• Conduct regular audits of ticket updates to ensure compliance with standards and identify training needs
• Stay up to date with product and service knowledge and process changes
• Participate in cross-functional meetings and collaborate with other teams to streamline processes and enhance the overall customer experience
• Evaluate the existing contents, training, and support materials to recommend improvements
• Communicate insights to Process Innovations and leadership
• Interact and attend regular meetings with the client

Qualifications:

• Bachelor's Degree in Data Analysis, or a similar/relevant discipline
• Excellent communication and interpersonal skills
• Proficient in using data analysis tools
• Strong analytical skills to review and interpret data trends, identifying areas for improvement
• Proficient in Microsoft Office Excel, Word, PowerPoint, Outlook
• Adaptable in an experimental work environment
• Able to build, maintain, and strengthen all interpersonal relationships with co-workers, clients, and partners

Preferred Skills:

• Experience and familiarity with the Contact Center office environment
• Detailed technical knowledge of home appliance/electronics products strongly preferred
• Experience in Customer Support Consultation strongly preferred
• Experience in Human Behavior Analysis and/or A/B testing - nice to have
• Consumer electronics product technical consultation experience
• This role is well suited for individuals early in their career who are eager to learn, gain hands-on technical experience, and grow with a trusted brand

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.

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