Samsung : Phone Fix Support Engineer

TAT- repair turnaround time management for call-backFCR- First call resolutionREDO – Same symptom repeat repairCMI – customer satisfactionLTP – repair delaysDiagnose and Support Home Appliance products for both software and hardwareBe ready to guide customers with installation and product knowledge related problemsTrack, prioritize and Support Phone Fix requests using Mobile GSPN systemTelephonic 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 modelsUse of Mobile/GSPN Hass ChatBot systemsDocumenting issues, feedback / Update of CIC T1N3 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