Job Description

Position Summary

At Samsung Electronics Canada, we take pride in the creativity and diversity of our talented people \xe2\x80\x93 they are at the forefront of everything we do. Their skillset and mindset drive our continued success. We want the best of the best at Samsung to join our team, not just those who fit into our Culture but those who will ADD to our Culture and make Samsung an even better place to work.

Did we catch your attention yet?

If you want to work for one of the most recognized brands in the world and one of the Top 100 Employers in Canada...and have a ton of fun\xe2\x80\xa6. then please keep reading!

Our Perks:

• Hybrid Working Environment
• Competitive Salary and Performance based incentive plan for all levels
• Employer paid Medical and Dental coverage from day one
• Group RRSP plan that helps you save for the future
• Fantastic employee discount on all Samsung products
• Free on-site gym to get your sweat on
• Subsidized Cafeteria; including free Starbucks coffee/latte machine
• Tuition Reimbursement to keep you learning/Access of Samsung U for 24/7 online learning
• Employee Referral program- we want great talent like you!

Senior Specialist, Technical Digital Service supports all digital assets for samsung.com support pages and offerings inclusive of Consumer Electronics, Home Appliance, Mobile, and other Samsung Apps and Services. Efforts consist of managing website and apps content, daily analysis and updating of search engine optimization on website and apps, daily reporting of all digital assets to ensure all HQ KPI are met. Provide support on new digital implementations and consults with third-party vendors, internal departments and HQ to ensure proper execution of projects. Work with corporate legal and marketing teams to review compliance requirements for all of digital marketing service concepts and content targeting the Canadian market. Creative technical troubleshooting and resolution orientated to ensure business objectives & goals are met. To be successful in this role, you should have extensive experience building web pages from scratch and in-depth knowledge of programming languages.

Role and Responsibilities

Website and Apps Content Support:

• Creating content and maintaining content on Samsung Support pages
• Content on website includes \xe2\x80\x93 FAQs, dedicated product pages, How-to videos, user manuals and support homepage
• Work with vendors to close Annual and Monthly content calendar
• Search Engine Optimization for support pages and FAQs
• Creating wireframes to decide on layout
• Archive web-based information for future needs and reference
• Localizing content provided by Samsung North America and HQ to support go-market strategies in English and French
• Execute Customer Service HQ mandatory website/digital updates promptly
• Upload and maintain content for Samsung Members community
• Weekly communication with Product Management for all divisions to ensure User Manuals and Quick Start Guides are available on .com
• Evaluates and ensures accuracy of troubleshooting guides through the evaluation of new product launch cycles.
• Quality Assurance of content with on-site testing with Samsung devices
• QA for chat bot content
• All content for Samsung Canada website is bilingual

Customer & Agent Support:

• Support daily technical queries from chat & e-mail support for Samsung Products and lead customer support for Smart things Application
• Weekly business review meetings with vendor for Smart things application support
• Weekly calibrations of chats and e-mails
• Upload troubleshooting guides for agent support on knowledge base portal
• Help call and chat agents with Samsung account queries

Analysis and Reports:

• Health of the content is the most important KPI.
• Execute comprehensive analysis on Content Resolution and .com support page
• Evaluate and monitor all digital service activity on a weekly basis to capture and report trends.
• Webpage analysis to optimize click through rate and bounce rate
• Weekly analysis of Samsung Members content and members community
• Daily and Weekly Chatbot KPI report analysis

Onsite & Travel:

• On-site filming at the service lab, How-to videos when required, based on the top call/chat drivers
• On-site testing of samples of mobile devices and consumer electronics, based on customers top call drivers
• Candidate should be open to travel to visit vendors for an annual visit for training and review meetings

Education:

• College Diploma or University Degree in Business or Marketing preferred
• Advanced Certification for Web Development (HTML/HTML5, JAVA & CSS)
• Advanced Certification for proficiency in the French Language

Knowledge:

• Expert in French in written and verbal
• Senior Web developer (HTML/HTML5, JAVA) for Adobe Experience Manager (AEM).
• Experience in Adobe Creative Suite (Photoshop, Illustrator, InDesign & Premiere Pro)
• Solid quantitative and analytical skills
• Expert in Analytic tools (Adobe Omniture, Google Analytics
• Strong proficiency in Excel, Word, PowerPoint and other MS Office applications
• Technical writing & Production skills (including creation of digital media production)
• Excellent Bilingual communication skills (written and oral)
• Strong attention to detail and ability to multi-task effectively
• The ability to plan, organize and prioritize multiple and simultaneous projects and programs in a changing corporate environment.
• Ability to collaborate with teams and 3rd party vendors

Experience:

• A minimum of 5 years experience in web development/design.
• A minimum of 5 years experience working in customer service/ service an asset.
• A minimum of 5 years in video production.
• A minimum of 2-5 years working with external agencies and 3rd party vendors.
• A minimum of 3-5 years in technical writing.

Samsung is an equal employment opportunity employer.

Samsung has an accommodation process in place and provides accommodations for job applicants with disabilities as appropriate. Assessment and selection materials and procedures can be made available in accessible formats and methods as appropriate. If you require a specific accommodation because of disability or medical need, please let us know when selected to take part in our recruitment process so that reasonable arrangements can be made for the appropriate accommodations to be in place as you move through our process.

We thank you for your interest in working for Samsung. Only candidates selected for an interview will be contacted.

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Skills and Qualifications

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