Samsung Senior Technical Support Manager

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.

• Paid weekly
• Next-day pay on demand with Daily Pay
• 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

• 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.

• 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.

• 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, Air Watch, Mobile Iron, MaaS
  360, MS Intune, Knox).
• Strong foundation and understanding of mail platforms, mail server administration, and transport protocols (POP/IMAP/SMTP/Active Sync/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.

• 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 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…