SAMSUNG : Phone Fix Support Engineer

6 months ago


Sandton, South Africa iSON Xperiences Full time
  • TAT- repair turnaround time management for call-back
  • FCR- First call resolution
  • REDO – Same symptom repeat repair
  • CMI – customer satisfaction
  • LTP – repair delays
  • Diagnose and Support Home Appliance products for both software and hardware
  • Be ready to guide customers with installation and product knowledge related problems
  • Track, prioritize and Support Phone Fix requests using Mobile GSPN system
  • Telephonic and remote (RM) support of different types of HA products, Refrigerator, Washing machine, Microwave, Stoves, Tumble dryers, dishwashers, etc.
  • Identify problems and repair Installation issues, Internet connectivity, Wi-Fi models
  • Use of Mobile/GSPN Hass ChatBot systems
  • Documenting issues, feedback / Update of CIC T1

N3 electronics higher 

Minimum Matric/ Alternate

                   A+ /N+/ MCSE

                   NTS3 Electronics

                   Workshop (CE Repairs) 4Y+

                   IH CE Repairs 4Y+

                   CIC experience (4Y+)

Additional: Electronics course ( ALT Electrical)

                    Customer Empathy Course

                    REF Safe Handling     

                    Electro mechanical course



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