Samsung Ticket Operations Coordinator

2020 Companies•Englewood Cliffs, NJ

2d•$30•Onsite

About The Position

2020 Companies, in partnership with Samsung Electronics America, seeks an experienced Ticket Operations Coordinator to join the team. This role will serve as a Subject Matter Expert, Data Analyst, and Quality Assurance lead for technical support tickets within Contact Center operations. 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 You Can Expect From 2020 Companies 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. 2020’s Commitment 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.

Requirements

Bilingual in English and Korean (preferred)
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

Nice To Haves

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
Consumer electronics product technical consultation experience

Responsibilities

Review and analyze ticket data trends to identify patterns, inconsistencies, and areas for improvement
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