Technical Customer Support, II

Location MY-Penang
Job ID
96574
Function
Customer Service
Recruiter
Sri Sharmila Banu Dorai Raj
LITag
#LI-SB1
Position Level
Support II

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.

 

Provide post-sales technical support, including issue resolution and Zebra hardware/software system support assistance to customers, resellers, partners, end users and Zebra Associates.

 

Working hours - Permanent Night Shift - with attractive fix allowance 

Responsibilities

Job Description:

  1. 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.
  2. 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.
  3. 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.
  4. 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.
  5. Facilitates Support Problem Reports (SPR) to the Engineering Department maintaining communications with engineering and the customer until resolution.
  6. Provides technical training for Level 1 support personnel and ongoing mentoring.
  7. 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.
  8. Establishes and maintains relationships with Sales Engineer, Account Team, Customer Experience Manager, Product Engineering and Product Management team.
  9. Ensures proper software/hardware diagnostics and debug tools/knowledge are available to all technical associates.

 

 

 

Requirements:

  1. 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.
  2. 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.
  3. Good command of communication skills and writing skills in English. Mandarin and other native foreign languages will be added advantage.
  4. Must have strong diagnostic and problem solving skills, and be able to interact effectively with customers to troubleshoot problems over the phone.

Qualifications

  • Bachelor's degree required
  • 2-5 or equivalent combination of education and experience, or 5+ years of equivalent work experience
  • Demonstrates the ability to articulate technical issues in simple to understand terms to both management and customers
  • Demonstrates leadership qualities
  • Demonstrates strong customer service and communication skills

Equal Opportunities:

Zebra is an equal opportunity/affirmative action employer committed to a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, ancestry, marital status, age, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by law.

Zebra’s culture is encouraging and collaborative where employees are encouraged to learn and grow together.

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!

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and Zebra is an equal opportunity/affirmative action employer committed to a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, ancestry, marital status, age, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by law. If you are an individual with a disability and need assistance in applying for a position, please contact us at workplace.accommodations@zebra.com.

The EEO is the Law poster is available here: https://www.zebra.com/content/dam/zebra/compliance/eeoisthelawposter.pdf. The EEO is the Law poster supplement is available here: https://www.zebra.com/content/dam/zebra/compliance/ginasupplement.pdf.

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