Customer Support Specialist - Samsung KX in London

We are looking for a Support Specialist to join our team at Samsung KX! Samsung KX was launched in collaboration with Stellar Global in 2019. Based in Kings Cross, London, Samsung KX is their impressive flagship European brand experience space. Stellar is responsible for providing the people and performance. Designed to give guests the ultimate immersive brand experience, Samsung KX is a place where people are invited to discover, interact with and learn new skills in a dynamic environment through a range of workshops, events and performances together with local community partners.

As a Support Specialist, you will be hosting customers in our Support Lounge and using your device diagnostics and repairs knowledge to provide consultations and perform diagnostic tests on devices. Your role will have a strong focus on identifying the type of repair technology needed and supporting in selling our great Samsung products within the Space. You will be responsible for the first part of the customer’s repair journey. Whilst working in collaboration with an enthusiastic team, you will develop your skills in customer education, troubleshooting and diagnostic testing.

What will you be doing:

• Effectively working alongside team members
• Keeping up to date with the latest procedures and processes communicated from trainers and management
• Effectively troubleshooting and running diagnostic tests to establish faults for mobile phones, tablets and wearables
• Engaging with customers in a welcoming and professional manner, demonstrating extensive product knowledge and a determination in finding positive solutions
• Managing consultation interactions and effectively using time in cohesion with KPIs
• Developing extensive product knowledge to enhance repair knowledge
• Providing online and offline support (in-store and via video calls) with customer education related to Samsung products
• Supporting customers with alternative resolutions including upgrading their device or trade-in
• Generating sales in line with the brand guidelines, tailoring your approach to every individual customer’s needs
• Providing remote support through video calls, connecting to customer devices and diagnosing software faults as well as demonstrating educational software fixes and settings
• Using video support to provide warranty information and check condition of devices and raise pick up service jobs or doorstep repairs
• Providing tutorials via video support to help customers upskill in the usage of their device and learn relevant tips and tricks

What we are looking for:

• This is a Full Time job (37.5 hrs a week) which requires full flexibility
• An individual who is experienced in dealing with a variety of different types of customers
• A true passion for technology and Samsung as a brand
• An understanding of technology and an interest in working hands-on diagnosing and fixing technical issues
• Experience in dealing with one-on-one consultations with customers
• Great communication and verbal skills
• Hard work ethic and a willingness to continually improve their performance

What we offer:

• Samsung work phone
• Discount at Samsung members only website
• 21 days annual leave + Bank Holidays (and 1 extra day following the completion of 1 year of service)
• Health cash plan via Medicash

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analysing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.