Bi-Lingual Samsung Ticket Operations Coordinator- Korean/English

Job Type:

Regular

Work Location:

Samsung Electronics America - Englewood Cliffs, NJ 07632

Overview:

2020 Companies, in partnership with Samsung Electronics America, seeks a recent graduate or entry-level Ticket Operations Coordinator to join the team. This role is ideal for someone eager to learn and grow in the appliance break/fix industry. The candidate will receive hands-on training and mentorship while supporting the management of technical support tickets within Contact Center operations.

Work Authorization:
Applicants must be authorized to work in the United States full-time without current or future visa sponsorship.

Location: Englewood Cliffs, NJ (On-site required)

Required Certifications & Skills:

• Bilingual in English and Korean Required

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's in it for you?

• Receive a competitive hourly rate starting at $30.00, paid weekly

• Next day pay on demand with DailyPay

• Health/Dental/Vision benefits

• 401K Program with matching

• Paid Time Off

• Paid Holidays

• Scholarship opportunities for employees and direct family members

• Employee Assistance Program

• Leadership Development Program

Job Description:

Responsibilities:

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

• Assist Contact Center teams with appliance repair-related tickets when escalated support is needed.

• Demonstrate the ability to safely break down, diagnose, and repair appliances as a part of troubleshooting and ticket resolution support.

• 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

Qualifications:

• Required Certifications & Skills:

  • Bilingual in English and Korean (Required)

• 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

Preferred Skills:

• 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 - nice to have

• Consumer electronics product technical consultation experience

• This role is well suited for individuals early in their career who are eager to learn, gain hands-on technical experience, and grow with a trusted brand

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 we