Samsung Ticket Operations Coordinator

Job Type:RegularWork Location:Samsung Electronics America - Englewood Cliffs, NJ 07632Overview: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.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 (preferred)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, paid weeklyNext day pay on demand with DailyPayHealth/Dental/Vision benefits401K Program with matchingPaid Time OffPaid HolidaysScholarship opportunities for employees and direct family membersEmployee Assistance ProgramLeadership Development ProgramJob Description:Responsibilities:Review and analyze ticket data trends to identify patterns, inconsistencies, and areas for improvementMonitor ticket updates for accuracy, completeness, and adherence to established guidelines and proceduresConduct regular audits of ticket updates to ensure compliance with standards and identify training needsStay up to date with product and service knowledge and process changesParticipate in cross-functional meetings and collaborate with other teams to streamline processes and enhance the overall customer experienceEvaluate the existing contents, training, and support materials to recommend improvementsCommunicate insights to Process Innovations and leadershipInteract and attend regular meetings with the clientQualifications:Required Certifications & Skills:Bilingual in English and Korean (preferred)Bachelor’s Degree in Data Analysis, or a similar/relevant disciplineExcellent communication and interpersonal skillsProficient in using data analysis toolsStrong analytical skills to review and interpret data trends, identifying areas for improvementProficient in Microsoft Office – Excel, Word, PowerPoint, OutlookAdaptable in an experimental work environmentAble to build, maintain, and strengthen all interpersonal relationships with co-workers, clients, and partnersPreferred Skills: Experience and familiarity with the Contact Center office environmentDetailed technical knowledge of home appliance/electronics products – strongly preferredExperience in Customer Support Consultation – strongly preferredExperience in Human Behavior Analysis and/or A/B testingConsumer electronics product technical consultation experienceWhat You Can Expect From 2020 CompaniesWe 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 CommitmentWe 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.