Samsung Ticket Operations Coordinator

2020 Companies•Englewood Cliffs, NJ

3d•$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. 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 Companies is one of the premier outsourced sales and marketing agencies in the United States. Over the past 31 years, our success has resulted from our relentless passion for elevating consumers, team members, and clients. Whether launching new products, penetrating new consumer segments, or executing sales and marketing strategies, we can help you reach your business goals. 2020 Companies identifies the opportunities in every challenge and works side-by-side with brands to guarantee success. Each year we deliver over 25 million in-person impressions, and we generate nearly $10 billion in client revenue. Our initiatives deliver a better return on investment for clients and retailers alike. We train our staff to succeed in any environment and every situation. We equip them with the experience and flexibility to help build brands and exceed goals. From the top of the Fortune 500 to smaller companies ready to expand their market share, 2020 Companies partners with clients of all sizes. To guarantee the best team, we recruit, train, and deploy people who meet the exact needs of our clients’ businesses. Teamwork is the foundation of our AMPLIFY training program. We train team members to build relationships with each other, retailers, and consumers. Our blended learning environment inspires team members to be flexible, engaging, and adept at solving problems. We have never missed a launch. 2020 Companies is built on scalable infrastructure, industry-leading speed to market, and benchmark-breaking results. To meet our clients’ goals and deadlines, we recruit, train, staff, and manage the right team for every project. We tailor our initiatives to meet their goals and scale the staff to fit the size and deployment timetable they need.

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