Technical Customer Support, Senior

Location MY-Penang
Job ID
96345
Function
Customer Service
Recruiter
Sri Sharmila Banu Dorai Raj
LITag
#LI-SB1
Position Level
Support Senior

Overview

At Zebra, we extend the edge of possibility by shaping the future of work on the front line—reinventing how businesses run and moving society forward.

We are a community of changemakers, innovators and doers who come together to deliver a performance edge to the front line of business. We develop new technologies and create new solutions with partners to help organizations act with greater visibility, connectivity, and intelligence—delivering better experiences for workers and those they serve.

Being a part of Zebra means being seen, heard, valued, and respected as you define your path to a fulfilling career. Here, you’ll have opportunities to learn and lead at a leading company, and you can channel your skills towards causes that you and the Zebra community care about, locally, and globally.

Together, we've only begun to define the edge of what's possible—for our people, our customers, and the world.

Build your edge. Build what's next.

Define the edge of what's possible—for our people, our customers, and the world.

 

Resolves problems with customers via telephone, email or chat sessions using full technical product knowledge and interpersonal skills. Troubleshoots and addresses highly complex issues as escalated by the team. Supports the effective operation of the Technical Support Team.

 

Shift Rotation : Morning , Noon , Night 

Responsibilities

  • Communicates complex technical solutions to customer using all channels; resolves issues for difficult customers
  • Resolves escalated and complex technical issues
  • Develops and improves processes and tools and contribute to platform development
  • 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

Qualifications

  • Bachelor's degree required
  •  5+ years of experience or equivalent combination of education and experience as below
    • have at least experience of Linux in work environment
    • have at least experience using Apigee and Google Cloud Platform
    • Experience work in shift rotation
    • Experience in API troubleshooting
    • Experience with MDM Tools such as SOTI, 42Gears, etc
  • 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 leadership qualities
  • Demonstrates strong customer service and communication skills

Equal Opportunities:

Zebra is committed to offering equal opportunities and an inclusive & diverse working environment. Therefore we encourage applicants from all sections of the community

Zebra’s culture is encouraging and collaborative where employees are encouraged to learn and grow together. As we celebrate our 50th year, this is a phenomenal time to join us – we are excited to hear from you!

Zebra Benefit Package

We offer competitive pay, bonuses, benefits, career/personal growth and work/life programs to ensure that you are empowered to succeed as a member of the Zebra family

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