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TST- Tech Svc Rep III - Roanoke, United States - Samsung HVAC America, LLC
4 weeks ago
Description
Job Description
Job DescriptionJob Title: Technical Services Representative III
Department: Technical Services Call Center FLSA Status: Exempt
Position reports to: Call Center Manager
Position Summary (Purpose of the job):
This position provides specialized, senior technical service support for customers, staff and external users of Samsung HVAC / Samsung products. An individual shall be able to diagnose and resolve technical situations while providing excellent customer service. Technical support may be delivered by telephone or via email and include manual entry of authorization requests into the internal tracking system. If further assistance is needed coordination of onsite visits may be required. Track and maintain a database for internal product development. Conduct, develop, and review technical training material. Assist with projects assigned by Technical Call Center Manager for overall company growth and customer satisfaction.
Key Responsibilities
%
1.
Respond to escalated Technical Support Service calls (emergency, On-site, via phone or online). Check indicated points of trouble, analyze full requirements of Samsung HVAC equipment, and test systems components
60
2.
Update and maintain an internal customer support database for issue tracking.
20
4.
May assist in preparing all levels of reports, compile data into a comprehensible format, and provide information for the department's effective customer, internal, and company communications.
5
5.
Participate in the development and improvement of programs and activities within the Technical Services Department. This will focus on processes needed to enhance the customer experience from Samsung HVAC.
5
100%
Minimum Job Qualifications: Education/Training –
Business Experience –
Specialized Knowledge/Skills –
Working Conditions:
Environment (Office, warehouse, etc.) –
Physical Requirements (Lifting, standing, etc.) –
(This description is general in nature and is not intended to be an exhaustive list of all responsibilities. Other duties may be assigned as needed to meet company goals.)