Technical Customer Support, II

Location MY-Penang
Job ID
96652
Function
Customer Service
Recruiter
Sri Sharmila Banu Dorai Raj
LITag
#LI-SB1
Position Level
Support II

Overview

A dynamic community of builders, doers and problem solvers, we each play a unique role - shaping new technologies, bringing solutions to market, and partnering with companies on the front line of business.

 

Being a part of Zebra means making your mark as we make digital transformation a reality.It means growing into a leader at a leading company that makes a distinct difference - because together, we’ve only just begun.

 

Calling all Changemakers.

Zebra is waiting for you.

Join us as we transform the edge of the enterprise.

 

 

We have an opportunity for you to resolve problems with customers via telephone, incoming incidents in ServiceNow using technical product knowledge and interpersonal skills. Troubleshoot problems with appropriate applications, products and vendors. Identify and document customer issues, and escalate as appropriate. Develop an understanding of multiple applications and platforms such as Android Devices, wired & wireless printers, Bluetooth & Wi-Fi connectivities.

 

Shift Schedules to take note:

               Night Shift     : 9.00pm - 6.00am / 7.00pm – 7.00am

Responsibilities

  • Being the first point of contact for customer
  • Respond to incoming issues either by incoming calls / incoming incidents in ServiceNow accurately
  • Respond to customers' requests efficiently and escalate to higher level teams as required
  • Provide support and escalation of issues within agreed procedures and service level agreements
  • Solves problems in a timely manner using full understanding of the product functions and features and customer environment
  • Works on a full range of problems of moderate scope that require selection and/or modification of existing procedures and processes
  • Analyzes and corrects product issues/ malfunctions with intermittent supervision on day-to-day work and general supervision on new assignments

Qualifications

  • Bachelor's degree or equivalent
  • 2-5 or equivalent combination of education and experience, or 5+ years of equivalent work experience
  • Proficiency in both written and spoken English (Mainly supporting US Customers)
  • Demonstrates ability to articulate technical issues in simple to understand terms to both management and customers
  • Strong customer service and communication skills 
  • Knowledge and experience in Android Handheld Computers
  • Knowledge in basic networking (Wireless, Switching and Routing)
  • Able to work on rotational 24/7 shifts including weekends

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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