Senior Technical Support Lead — Hybrid & AI-Driven Help

Zebra Technologies; George Town; Hybrid; MYR 67,000 - 100,000; Full time

Benefits offered by this job

Hybrid work

Flexible hours

Summer Flex Fridays

Focus Fridays

Annual well-being day

Job summary

Zebra Technologies is seeking a Senior Technical Customer Support professional in Malaysia to resolve complex issues via email, phone, or chat. The role emphasizes troubleshooting, process improvements, and serving as an escalation point while supporting multiple Zebra products.

Ideal candidates have at least 2 years in technical support, strong communication skills, and leadership abilities to mentor less experienced teammates. Hybrid work and ongoing learning opportunities are offered.

Qualifications

• 2+ years of experience in technical customer support or related field.
• Bachelor's degree or equivalent qualification preferred.
• Proven ability to manage escalations and mentor junior teammates.

Responsibilities

• Provide advanced technical support for escalated customer issues via email, phone, or chat.
• Analyze interactions to identify trends and suggest process improvements.
• Collaborate with engineering and product teams to resolve complex issues.
• Document resolutions and build knowledge base articles.
• Deliver training sessions to junior team members as needed.
• Maintain strong relationships with internal and external stakeholders.
• Leverage data analytics to assess support center performance and customer satisfaction.
• Stay updated on industry trends and competitive benchmarks.

Skills

AI-driven tools

Networking

Cloud computing

Software troubleshooting

Customer service

Leadership

Communication

Problem-solving

Education

High School or equivalent vocational qualification/ experience

Bachelor's Degree or equivalent vocational qualification / experience preferred

Tools

Data analytics tools

Job description

Zebra Technologies is seeking a Senior Technical Customer Support professional in Malaysia to resolve complex issues via email, phone, or chat. The role emphasizes troubleshooting, process improvements, and serving as an escalation point while supporting multiple Zebra products.

Ideal candidates have at least 2 years in technical support, strong communication skills, and leadership abilities to mentor less experienced teammates. Hybrid work and ongoing learning opportunities are offered.