Customer Experience Specialist, Professional II

Zebra Technologies; George Town; Hybrid; MYR 45,000 - 67,000; Full time

Benefits offered by this job

Hybrid work

Flexible hours

Summer Fridays

Focus Fridays

Well-being day

Job summary

Zebra Technologies in Penang, Malaysia, is hiring for a customer-focused technical support role. You will resolve customer issues via phone, email, or chat, leveraging product knowledge and strong communication to provide clear solutions.

The role involves documenting interactions, managing multiple tickets, and collaborating with colleagues to resolve problems while delivering excellent service.

Qualifications

• Preferred Education: High School or equivalent vocational qualification / experience
• Preferred Work Experience (years): 1-2 years of experience
• Solid understanding of SaaS applications, web technologies and databases

Responsibilities

• Communicates varied technical solutions to customers via multiple channels
• Fully documents customer interactions in real-time
• Solves problems using product functions and customer environment
• Analyzes and corrects product issues with supervision as needed
• Manages multiple tickets related to a spectrum of technical problems
• Collaborates with technicians and supervisors to solve complex issues
• Articulates technical issues in simple terms for management and customers
• Demonstrates leadership qualities and strong customer service skills

Skills

Microsoft Word

Excel

Outlook

Customer service

Communication skills

Documentation

Education

High School diploma

Job description

Overview

At Zebra, we are a community of innovators who come together to create new ways of working. United by curiosity and a culture of caring, we develop smart solutions that anticipate our customer’s and partner’s needs and solve their challenges.

Overview

At Zebra, we are a community of innovators who come together to create new ways of working. United by curiosity and a culture of caring, we develop smart solutions that anticipate our customer’s and partner’s needs and solve their challenges.

Being part of Zebra Nation means you are seen, heard, valued, and respected. Drawing from our unique perspectives, we collaborate to deliver on our purpose.

Here you are part of a team pushing boundaries today to redefine the work of tomorrow for organizations, their employees, and those they serve.

You’ll have opportunities to learn and lead in a forward-thinking environment, defining your path to a fulfilling career while channeling your skills toward causes you care about—locally and globally.

Come make an impact every day at Zebra.

What We're Looking For

Resolves problems with customers via telephone, email or chat sessions using technical product knowledge and strong interpersonal skills. Troubleshoots problems with appropriate applications, products and vendors. Identifies and documents customer issues, and escalates complex issues. Understands multiple applications and platforms.

Essential Duties And Responsibilities

• Communicates varied technical solutions to customers via multiple channels using effective communication, listening and comprehension skills.
• Fully documents customer interactions in real-time; may author content for review.
• Solves problems in a timely manner using full understanding of the product functions and features and customer environment.
• Analyzes and corrects product issues/ malfunctions with intermittent supervision on day-to-day work and general supervision on new assignments.
• Works on a full range of problems of moderate scope that require selection and/or modification of existing procedures and processes.
• Manages multiple tickets related a spectrum of technical problems.
• Collaborates with fellow technicians and supervisor to solve complex problems.
• Demonstrates the ability to articulate technical issues in simple to understand terms to both management and customers.
• Demonstrates leadership qualities.
• Demonstrates strong customer service, communication and problem solving skills.

Note: The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties, abilities, and skills required of personnel so classified.

Job Requirements

Preferred Education: High School or equivalent vocational qualification / experience

Preferred Work Experience (years): 1-2 years of experience

Key Skills And Competencies

• Intermediate 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)
• Full knowledge of job related knowledge and procedures

Technical Skills & Qualifications (Essential)

• Application & Database Proficiency: Solid understanding of the functional aspects of multi-tiered SaaS applications, web technologies, and underlying database structures.

Preferred Qualifications (Good To Have)

• Domain Expertise: Background in Industrial Engineering.
• Industry Experience: Prior experience in Retail, particularly with Workforce Management (WFM) systems and processes.

Benefits

• We understand the importance of work-life balance and wellbeing, which is why we offer flexibility for our teams including: hybrid work, adaptable hours, Summer Flex Fridays, Focus Fridays, and an annual companywide well-being day to promote revitalization and success.

AI Technology Statement

Zebra Technologies leverages AI technology to evaluate job applications using objective, job-relevant criteria. This approach enhances efficiency and promotes fairness in the hiring process. However, every decision regarding interviews and hiring is made by our dedicated team, because we believe people make the best decisions about people. For more on how we use technology in hiring and how we process applicant data, see our Zebra Privacy Policy.