Cell Phone Repair Technician - Partnership Store (Samsung) at Asurion
Houston, TX 77056
About the Job
Samsung Hybrid CSR Technician
STARTING RATE-$25.00
Administrative Responsibilities
Including but not limited to:
- Handling and organizing Work Authorization Forms (WAFs) and similar documents
- Answering Care phone calls and providing Care support over the phone (including providing accurate apt availability, hours of operation, device warranty status etc.)
- Contacting Samsung Care customers via phone, email and/or other means of communication
- Maintaining the cleanliness and professional appearance of the repair lab
Level 1 (FOH) Responsibilities
Including but not limited to:
- Greeting customers in a friendly manner and maintaining a positive work environment
- Incremental Support for Checking in customers (via Q-Tool or other Samsung-dictated tool)
- Ability to create Level 1 & Level 2 tickets (5k / 2k / 4k)
- Providing Level 1 troubleshooting support for Samsung phones, tablets, wearables, hearables & laptops/Chromebooks
- Performing incremental inbound diagnostics on customer devices (IQC)
- Performing software updates on supported devices
- Performing factory resets on customer devices
- Providing superior customer service, explanations and solutions to exceed customer expectations
- Promoting Post-Service Customer Surveys via customer email
Level 2 (BOH) Responsibilities
Including but not limited to:
- Providing Level 2 troubleshooting support for Samsung phones, tablets, wearables, hearables & laptops/Chromebooks
- Diagnosing and performing modular repairs on supported devices
- Utilizing Level 2 software to complete repair processes (IMEI rewrite, FRP unlock, mmWave calibration, etc.)
- Performing outbound quality checks (OQC) to validate repair quality
- Performing software updates and re-flashes
- Keeping track of device repairs and parts inventory while safeguarding all store stock
- Performing Open Box Device Certifications
- Contacting customers with ticket status updates
Other Requirements
Including but not limited to:
- Ability to pivot in a moment’s notice (between Admin, FOH (L1) & BOH (L2)) based on the needs of the business
- Flexibility to work any day of the week, including weekends & some holidays
- Flexibility to work additional hours as necessary
- Ability to effectively communicate verbally and non-verbally with peers, other teams and leadership as well as Samsung customers
- Ability to support and deliver innovative solutions that drive overall Care Efficiency and Customer Experience
Summary Definition of this Role
The need for this role was because Customer Experience dictated that our customer care management/communication is failing. Internal feedback dictated that FOH to BOH communication is the core cause of the issue. The purpose of this role is to serve as the connecting piece between Customer, FOH, and BOH.
Key Metrics to Gauge Impact Include (but not limited to):
NPS/CMI/DSAT/Survey Vol, 4K Ticket Volume, RTAT
The Primary Objective of The SESL Galleria Hybrid CSR Technician
- Supporting Incoming Customer Calls for Care
- Checking Care / Repair Availability
- Booking Appointments for Service
- Communicating Repair Status
- OW Pricing
- Verifying Warranty by Date Status
- Verifying Parts Availability
- Calling Upcoming Appointment Customers to confirm
- Appointment (requires QTool access and full proficiency)
- Device / Warranty (requires GSPN access and full proficiency)
- Repair Required (requires GSPN and STG)
- Parts on Hand (requires GSPN and Google Docs)
- Device / Symptom Troubleshooting
- Device On Board Test
- Samsung Members Diagnostics
- Galaxy Diagnostics: IQC
- Fenrir H/F
- Minor Repairs
- FRP Unlocks
- Screen Protectors
- Supporting FOH
- Warranty Determination
- Walk-In Availability
- Parts Checks / Ordering
- Level 2 Open Box Certification
- Other Customer Contact
- Contacting Repair Completed Customers Pending Pickup
- Contacting Abandoned Device Customers
- Contacting Parts Pending Customers for Status Updates
- Follow-up Calls to Goods Delivered Customers for NPS