Technical Support Analyst (Bilingual)

Position Summary

We are hiring for a Technical Support Analyst on the Samsung Account Team, where we help people connect their Samsung devices and services through one account.

Our team is known for fast and responsive assistance, and we are looking to keep up the pace with a new support analyst. The ideal candidate will have excellent communication skills in both English and Korean as well as the experience to drive improvements in customer experience. Skills paramount for this role include effective communication, attention to detail, and a positive “can do” attitude.

What We Offer:

• Hybrid Work
• Competitive Salary
• RRSP Matching
• Employer Paid Flexible Health Coverage (from day one)
• Employee Purchase Program – discounts!
• Professional Development Opportunities
• Social and Wellness Events
• Employee Referral Program – we want great talent like you!

Role and Responsibilities

• Become a Samsung Account subject matter expert and support users through the web-based ticketing system
• Use technical expertise to troubleshoot escalated issues. If needed, configure test environments to reproduce customer issues
• Collaborate with global support, product, and engineering teams to identify the root cause for issues
• Participate in regular discussions with Product Management and facilitate knowledge transfer to tier 1 support teams
• Drive process and product improvements to reduce global ticket volume and improve customer experience

Skills and Qualifications

• Bachelor’s Degree in Information Systems or a related Information Technology field
• At least 2 years of relevant experience, including at least one role with direct customer interaction
• Bilingual: Excellent written and verbal communication skills in both English and Korean with strong troubleshooting and reasoning skills
• Practical knowledge of large-scale systems and a general understanding of cloud-based software services, server-side architecture and database administration
• Skilled at explaining technical issues and their impact to those unfamiliar with the subject domain, or non-technical people
• Creative and passionate about creating solutions to customer problems with an understanding of how customer experience is impacted by product design choices
• Understanding of mobile industry trends and customer identity services such as Apple iCloud and Google Account
• Experience working with local and remote teams and driving resolution for issues that require multiple people/teams working together using ticketing systems
• Exceptional customer service skills in supporting highly complex technical issues
• Demonstrated ability to document, track, troubleshoot and resolve time sensitive issues
• Demonstrated multi-tasking and organizational skills in a rapidly changing environment

The salary range for this role is expected to be between $64,560 to $88,770 and reflects base salary only. Actual pay will be determined based on a number of factors and may vary depending on job-related knowledge, competencies, qualifications, relevant skills and experience.

The total rewards package for a Regular Full-Time employee may include variable incentive, savings matching (RRSP/TFSA/NRSP), extended health and dental benefits with spending accounts, wellness and well-being benefits, development opportunities, and other employee perks.

Samsung is an equal employment opportunity employer. We thank you for your interest in working for Samsung; only candidates selected for an interview will be contacted.

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