Junior Escalations Engineer
Samsung Electronics
Vancouver, BC

About $53,000 - $72,000 a year

Position Summary

Inspire the World, Create the Future

Do you believe in the power of technology to help shape a brighter future and a stronger global community? Are you inspired by the possibilities? Are innovation, camaraderie, and the pursuit of excellence part of your innate drive? Then you've got what it takes to succeed at Samsung.

Samsung is making big steps into enterprise mobility with a wide range of device and SW solutions. With the launch of Samsung Knox™, Samsung Pay, and Samsung IoT we are now looking for experienced and talented individuals for our Vancouver lab to design, develop, operate and support these new solutions in the global market.

Why We Want You

We are looking for a Junior Escalations Engineer to join our Customer Operations Team supporting our industry leading B2B products.

The ideal candidate is passionate about increasing customer engagement through self-help resources and promoting customer autonomy. You will be responsible for providing resolution to customer support escalations as well as creating, updating, and organizing the knowledge base content for Samsung Knox™.
Role and Responsibilities

Support Samsung’s B2B products through the web-based ticketing system.
Track, replicate, and troubleshoot escalated issues with the collaboration of the support and engineering teams.
Extract case details from subject matter experts and refine the content into a clear and concise knowledge base article.
Monitor and review knowledge base content to ensure relevance, consistency, and accuracy.
Report on knowledge base usage, article ratings, and customer feedback.
Skills and Qualifications

Bachelor’s Degree in Computer Science, Engineering, or Information Technology.
1+ years of relevant experience including at least one role with direct customer interaction.
Strong time management skills and ability to coordinate and prioritize tasks with little supervision.
Proven track record of completing tasks on time at a high level of quality.
Ability to collaborate with team members across different time zones without direct authority.
Ability to learn highly complex technical material quickly.
Excellent written and verbal communication skills.
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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