Technical Customer Support, Senior

Zebra Technologies

Penang

MYR 20,000 - 100,000

Job description

Remote Work: Hybrid

Overview:

At Zebra, we are a community of innovators who come together to create new ways of working to make everyday life better. United by curiosity and care, we develop dynamic solutions that anticipate our customer’s and partner’s needs and solve their challenges.

Being a part of Zebra Nation means being seen, heard, valued, and respected. Drawing from our diverse perspectives, we collaborate to deliver on our purpose. Here you are a part of a team pushing boundaries to redefine the work of tomorrow for organizations, their employees, and those they serve.

You have opportunities to learn and lead at a forward-thinking company, defining your path to a fulfilling career while channeling your skills toward causes that you care about – locally and globally. We’ve only begun reimaging the future – for our people, our customers, and the world.

Let’s create tomorrow together.

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.

Responsibilities:

Communicates varied technical solutions to customers via multiple channels using effective communication, listening and comprehension skills.
Resolves escalated and complex technical issues.
Develops and improves processes and tools and contributes to platform development.
Analyzes and 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.
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 strong customer service, communication and problem solving skills.

Qualifications:

Preferred Education

Bachelor’s Degree or equivalent vocational qualification / experience

Preferred Work Experience (years)

5-8 years of experience

Key Skills and Competencies

Intermediate to advanced level skills in Microsoft business applications including Word, Excel and Outlook.
Customer service values / orientation.
Solid professional work behaviors (attendance, teamwork, time management).
Strong Communication skills (listening, providing clear and concise information, using proper language and grammar).
Intermediate to advanced skills in delegation and follow up.
Full knowledge of job related knowledge and procedures.

Position Specific Information

Travel Requirements: 10%
FLSA (U.S. only): Non-exempt
Physical requirements and working conditions will vary by position and should be described as appropriate.