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2020 Companies, Inc Logo 2020 Companies, Inc · IT - Administration

Bi-Lingual Samsung Ticket Operations Coordinator

United States, Englewood Cliffs · Job Posted February 13, 2026
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Job Description

2020 Companies, in partnership with Samsung Electronics America, seeks an experienced Ticket Operations Coordinator to join the team. This role will serve as a Subject Matter Expert, Data Analyst, and Quality Assurance lead for technical support tickets within Contact Center operations.

Job Responsibility

  • Review and analyze ticket data trends to identify patterns, inconsistencies, and areas for improvement
  • Assist Contact Center teams with appliance repair-related tickets when escalated support is needed
  • Demonstrate the ability to safely break down, diagnose, and repair appliances as a part of troubleshooting and ticket resolution support
  • Monitor ticket updates for accuracy, completeness, and adherence to established guidelines and procedures
  • Conduct regular audits of ticket updates to ensure compliance with standards and identify training needs
  • Stay up to date with product and service knowledge and process changes
  • Participate in cross-functional meetings and collaborate with other teams to streamline processes and enhance the overall customer experience
  • Evaluate the existing contents, training, and support materials to recommend improvements
  • Communicate insights to Process Innovations and leadership
  • Interact and attend regular meetings with the client

Requirements

  • Bilingual in English and Korean (Required)
  • Bachelor’s Degree in Data Analysis, or a similar/relevant discipline
  • Excellent communication and interpersonal skills
  • Proficient in using data analysis tools
  • Strong analytical skills to review and interpret data trends, identifying areas for improvement
  • Proficient in Microsoft Office – Excel, Word, PowerPoint, Outlook
  • Adaptable in an experimental work environment
  • Able to build, maintain, and strengthen all interpersonal relationships with co-workers, clients, and partners

Nice to have

  • Experience and familiarity with the Contact Center office environment
  • Detailed technical knowledge of home appliance/electronics products – strongly preferred
  • Experience in Customer Support Consultation – strongly preferred
  • Experience in Human Behavior Analysis and/or A/B testing - nice to have
  • Consumer electronics product technical consultation experience

What we offer

  • Receive a competitive hourly rate, paid weekly
  • Next day pay on demand with DailyPay
  • Health/Dental/Vision benefits
  • 401K Program with matching
  • Paid Time Off
  • Paid Holidays
  • Scholarship opportunities for employees and direct family members
  • Employee Assistance Program
  • Leadership Development Program
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