Technical Support Specialist

Samsung SDSA is looking for a passionate, customer focused, team player individual to join our on-site application support team at our Samsung Manufacturing facility in northeast Austin, TX.

This position will be responsible for providing customer technical support for a document management application, responding to the first-level issues submitted by end users, escalating issues to second level support, following up until completion of every task meeting company SLAs, and documentation via a ticketing system.

This position is onsite at the Samsung Austin Semiconductor location to cover the D-night shift: working 12-hour shifts from 7pm to 7am Wednesday-Friday (every other Saturday), and will provide support to the Samsung Austin Semiconductor facility. Employee will be able to enjoy free on-site gym, and on-site cafeteria (with discounted meal prices).

Samsung SDS is the digital arm of the Samsung group and a global provider of cloud and digital transformation innovations. Samsung SDS delivers enterprise-grade solutions and services in cloud, secure mobility, analytics / AI, digital marketing and digital workspace.  We enable our customers in government, financial services, healthcare, and other industries to drive business in a hyper-connected economy helping them to increase productivity, safeguard assets, and make smarter decisions.

Responsibilities:

• Serve as the first point of contact for customers seeking technical assistance with PC application via chat, email, phone, and ticketing system
• Provide support for EDM (Electronic Document Management), including help desk tickets
• Perform remote troubleshooting through diagnostic techniques
• Follow Standard Operating Procedure (SOP) for corresponding issues
• Have general knowledge of computer systems, PC repairs and Data security
• Train and provide guidelines for customers seeking application assistance
• Create SOPs and manage to meet the Key Performance Indicator (KPI) goal for improvements
• Cooperate with other shift members to improve problem-solving procedure
• Promote high work efficiency by participating in various IT projects while request volume is low
• Monitor application status through monitoring system at all times during the shift
• Report critical incident notification / suspicious activity from monitoring system to 2nd level support immediately when noticed
• Comply with Shift change procedures such as communication, Shift-Passdown, incident report to 2nd level support for special cases

Requirements

• Associate’s Degree in related field preferred
• 3+ years of recent IT Help Desk experience required
• Customer service experience with strong emphasis on system knowledge
• Understand the impact of software upgrades to systems and the impact on the user community
• Strong written and verbal communication skills
• Ability to work Saturday nights (every other Saturday)

Benefits

Samsung SDSA offers a comprehensive suite of programs to support our employees:

• Top-notch medical, dental, vision and prescription coverage
• Wellness program
• Parental leave
• 401K match and savings plan
• Flexible spending accounts
• Life insurance
• Paid Holidays
• Paid Time off
• Additional benefits

Samsung SDS America, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, status as a protected veteran, marital status, genetic information, medical condition, or any other characteristic protected by law.