Technical Customer Support, Support II at Zebra Technologies

, Penang, Malaysia -

Full Time

Start Date

Immediate

Expiry Date

02 Aug, 26

Salary

0.0

Posted On

05 May, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Troubleshooting, Customer Service, Problem Solving, Technical Communication, Microsoft Office, Incident Documentation, Escalation Management, Interpersonal Skills, Data Analysis, Process Improvement

Industry

IT Services and IT Consulting

Description

Overview: At Zebra, we are a community of innovators who come together to create new ways of working. United by curiosity and a culture of caring, we develop smart solutions that anticipate our customer’s and partner’s needs and solve their challenges. Being part of Zebra Nation means you are seen, heard, valued, and respected. Drawing from our unique perspectives, we collaborate to deliver on our purpose. Here you are part of a team pushing boundaries today to redefine the work of tomorrow for organizations, their employees, and those they serve. You’ll have opportunities to learn and lead in a forward-thinking environment, defining your path to a fulfilling career while channeling your skills toward causes you care about—locally and globally. Come make an impact every day at Zebra. What We're Looking For: What We're Looking For: Resolves problems with customers via telephone email or chat sessions using basic technical product knowledge and interpersonal skills. Troubleshoots problems with appropriate applications, products and vendors. Identifies and documents customer issues, and escalates as directed. Develops an understanding of multiple applications and platforms. Communicates varied technical solutions to customers via multiple channels using effective communication, listening and comprehension skills. Resolves escalated and complex technical issues. Develops and improves processes and tools and contribute to platform development. Analyzes and prepares reports on effectiveness and efficiency of support center. Resolves a diverse range of complex problems where analysis of data requires evaluation of a variety of moderately complex factors. Maintains contact with vendors and internal technical team. Builds relationships with business leaders, technology business partners and customer support technicians. Demonstrates ability to articulate complex technical issues in simple to understand terms to both management and customers. Demonstrates ability to support less experienced agents and serve as an escalation point Demonstrates strong customer service, communication and problem solving skills Responsibilities: Communicates basic technical solutions to customers using effective communication, listening and comprehension skills. Diffuses upset customers Fully documents customer interactions in real-time Solves problems within defined quality standards using a basic understanding of products, solutions, and customer environments Identifies and escalates complex problems under direct supervision Works on a limited variety of problems of limited scope using defined procedures and practices Collaborates with fellow technicians and supervisor to solve problems Familiarizes self with new technologies, products and platforms Requirements: Bachelor's degree or Associate Degree (Technical Degree). Technical Certifications preferred 1-3 years demonstrated working experience required Basic computer literacy with a working knowledge of the Microsoft Office Package Demonstrates ability to articulate technical issues in simple to understand terms to both management and customers Demonstrates strong customer service and communication skills Benefits: We understand the importance of work-life balance and wellbeing, which is why we offer flexibility for our teams including: hybrid work, adaptable hours, Summer Flex Fridays, Focus Fridays, and an annual companywide well-being day to promote revitalization and success. Job Posting Statement: To protect candidates from falling victim to online fraudulent activity involving fake job postings and employment offers, please be aware our recruiters will always connect with you via @zebra.com email accounts. Applications are only accepted through our applicant tracking system and only accept personal identifying information through that system. Our Talent Acquisition team will not ask for you to provide personal identifying information via e-mail or outside of the system. If you are a victim of identity theft contact your local police department. AI Technology Statement: Zebra Technologies leverages AI technology to evaluate job applications using objective, job-relevant criteria. This approach enhances efficiency and promotes fairness in the hiring process. However, every decision regarding interviews and hiring is made by our dedicated team, because we believe people make the best decisions about people. For more on how we use technology in hiring and how we process applicant data, see our Zebra Privacy Policy. Zebra provides the foundation for intelligent operations with an award-winning portfolio of connected frontline, asset visibility and automation solutions. Organizations globally across retail, manufacturing, transportation, logistics, healthcare, and other industries rely on us to deliver outcomes today while driving innovation for what's next. Together with our partners, we create new ways of working that improve productivity and empower organizations to be better every day. Learn more at zebra.com. Zebra Better Every Day Not finding the right fit? Let us know you’re interested in a future opportunity by clicking Get Started below or create an account by clicking 'Sign In' at the top of the page to set up email alerts as new job postings become available that meet your interest!

Responsibilities

The role involves resolving complex technical issues for customers via phone, email, and chat while documenting interactions in real-time. Additionally, the position requires improving support processes and serving as an escalation point for less experienced agents.