Technical Customer Support, Senior

Location JP-Tokyo
Job ID
96806
Function
Customer Service
Recruiter
Ayden Oh
LITag
#LI-AO1
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.

Extend the edge of possibility by shaping the future of work on the frontline.

Overview

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

Responsibilities

Responsibilities

  1. Maintains a high degree of technical competence and expertise in the Enterprise Printer product families, Advanced Data Capture (Scanner product) or Enterprise Mobile Computer, RFID in the area of design, functionality, technical specifications and support.
  2. Provide timely and accurate post-sales technical assistance/support via phone, email or local in-country onsite support 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 system integration and customer issue remotely or on-site support troubleshooting. In-country onsite support frequencies is 50%.
  3. Provides second level support to the Partners and 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 logging all support calls received into the Support Center and steps taken towards issue resolution.
  5. Facilitates Systemic 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. Collaborate, establishes and maintains good relationships with Sales Engineer, Account Sales Team, Customer Experience Manager, Product Engineering and Product Management Team to promote teamwork in resolving customer issues.
  9. Ensures accurate software/hardware diagnostics and debug tools/knowledge are available to all technical associates.
  10. Provides regular case updates and reporting on support cases as required by Supervisor and Management.
  11. Participates in new product trainings, beta programs and cascading down to the team by providing new product information and knowledge sharing to the team.
  12. Promote Zebra core Values with a positive image of product support professionalism, technical skills, and company commitment to provide high quality of service.
  13. Perform additional duties and responsibilities as assigned by Supervisor/Manager.
  14. Able to work shift as per requirement on the 24x7 Global Supports or Standby support (APAC/EMEA/NALA time-zone).

Qualifications

Qualifications

  • Bachelor's degree required
  • 5+ years of experience or equivalent combination of education and experience
  • 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 Employment Opportunity

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 privileges of employment. Please contact us to request accommodation.

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