Provide Level 2 technical support, including issue resolution and Zebra hardware/software system support assistance to customers, resellers, end users and Zebra Associates.
Maintains a high degree of technical competence and expertise on the Advanced Data Capture (Scanner product), Enterprise Mobile Computer or Enterprise Printer product families, in the area of design, functionality, technical specifications and support.
Provide Level 2 timely and accurate technical assistance/support via phone and email to customers, partners and Zebra Associates on respective SME product lines by using standard support tools and existing guidelines. This includes but is not limited to Enterprise product installation issue but also involved the technical troubleshooting on design, system integration and customer issue remotely or on-site support troubleshooting.
Provides second level support to front line Level 1 support representatives by fielding questions and providing technical direction on support issues, product compatibility, and customer configurations.
Use Call Resolution Management (CRM) software system to maintain accurate online records of all calls received into the Support Center and steps taken towards issue resolution.
Facilitates Support Problem Reports (SPR) to the Engineering Department maintaining communications with engineering and the customer until resolution.
Provides technical training for Level 1 support personnel and ongoing mentoring.
Make regular contributions to the knowledgebase systems and call escalation reduction initiatives. Contributes, reviews and approves knowledgebase content for use by internal support staff and external support channels.
Establishes and maintains relationships with Sales Engineer, Account Team, Customer Experience Manager, Product Engineering and Product Management team.
Ensures proper software/hardware diagnostics and debug tools/knowledge are available to all technical associates.
Provides regular case updates and reporting on support cases as required by Supervisor and Management.
Participates in new product trainings, beta programs and cascading down to the team by providing new product information and knowledge sharing to the team.
Promote Zebra core Values with a positive image of product professionalism, technical skills, and company commitment to provide high quality of service.
Perform additional duties and responsibilities as assigned by Supervisor/Manager.
Able to work shift as per requirement on the 24x7 Global Supports or Standby support (APAC/EMEA/NALA time-zone) per business needs.
Associates Degree or Professional Technical Certification in Information Technology/Computer Science/Networking with more than 3 years of system troubleshooting experience directly related career experience.
Knowledge of mobile computing & Web-based Server-client software programming in Android/IOS/Windows, RFID, service and repair on Enterprise Laser or Thermal printer, wired/wireless troubleshooting, Network Protocol Analysis or MCSE/CCNA/CWNA certified with customer facing Technical Support experience will be added advantage.
Knowledge in any of the following 3 areas: Mobile Computing technologies & Web-based Server-client programming knowledge including programming with Visual Studio with .NET and C/C++, Java, SQL, Xamarin, Android Development; developing innovative IT solutions for Android, IOS, Windows 10, Windows Mobile/Windows CE mobile devices; mobile device configuration via registry keys, DLL’s, API’s; SDK; Bluetooth, WIFI, NFC and GPS technologies. Barcode/RFID Scanning technologies including RS-232, Keyboard Wedge, Wand Emulation, Scanner Emulation, USB, Bluetooth and Synapse, scan engine integration knowledge, Barcode symbology, 1D/2D Laser and imaging (digital picture) technology. Enterprise Printer technologies: Enterprise Thermal and Direct Thermal printer knowledge, Enterprise Printer drivers, configuration or repair knowledge, Printer application software interface programming knowledge (API, SDK programming), Enterprise colour printer or card printer management.
Good command of communication skills and writing skills in English. Mandarin and other native foreign languages will be added advantage.
Must have strong diagnostic and problem solving skills, and be able to interact effectively with customers to troubleshoot problems over the phone.
Three to five years of Support Center/Help Desk experience in a direct customer support role would be a plus.
Required to have good time management skills, multitasking, discipline, punctuality, ownership, pro-active and sense-of urgency.