Technical Support Specialist
Samsung
- Austin, TX
- Permanent
- Full-time
- Serve as the first point of contact for customers seeking technical assistance with PC application via chat, email, phone, and ticketing system
- Provide support for EDM (Electronic Document Management), including help desk tickets
- Perform remote troubleshooting through diagnostic techniques
- Follow Standard Operating Procedure (SOP) for corresponding issues
- Have general knowledge of computer systems, PC repairs and Data security
- Train and provide guidelines for customers seeking application assistance
- Create SOPs and manage to meet the Key Performance Indicator (KPI) goal for improvements
- Cooperate with other shift members to improve problem-solving procedure
- Promote high work efficiency by participating in various IT projects while request volume is low
- Monitor application status through monitoring system at all times during the shift
- Report critical incident notification / suspicious activity from monitoring system to 2nd level support immediately when noticed
- Comply with Shift change procedures such as communication, Shift-Passdown, incident report to 2nd level support for special cases
- Associate’s Degree in related field preferred
- 3+ years of IT Help Desk experience required
- Customer service experience with strong emphasis on system knowledge
- Understand the impact of software upgrades to systems and the impact on the user community
- Strong written and verbal communication skills
- Ability to work Saturday nights (every other Saturday)
- Top-notch medical, dental, vision and prescription coverage
- Wellness program
- Parental leave
- 401K match and savings plan
- Flexible spending accounts
- Life insurance
- Paid Holidays
- Paid Time off
- Additional benefits