Technical Customer Support II (Japanese)

Zebra Technologies; Penang; Hybrid; MYR 42,000 - 60,000; Full time

Benefits offered by this job

Hybrid work

Flexible hours

Annual well-being day

Job summary

Zebra Technologies seeks a Technical Customer Support II to resolve moderately complex technical issues and ensure customer satisfaction. The role requires bridging entry-level and senior support, with cross-product knowledge and a proactive learning approach.

You will handle tickets, collaborate with teams, and help improve support processes in a hybrid work environment. Ideal candidates have 1+ year of experience, a high school diploma, and strong analytical and problem-solving skills.

Qualifications

• High School Diploma or equivalent vocational qualification/experience.
• 1+ years of relevant work experience.
• Ability to work in a hybrid environment and travel up to 10%.

Responsibilities

• Troubleshoot and resolve a wide range of technical issues independently or with minimal supervision.
• Manage multiple support tickets, ensuring timely resolution and adherence to SLAs (Service Level Agreements).
• Collaborate with cross-functional teams to address and resolve customer challenges.
• Actively contribute to the improvement of support processes and tools.
• Develop and deliver training content for entry-level team members to enhance team capability.
• Participate in technical review meetings and contribute insights on customer pain points and product improvements.

Skills

AI-driven tools

ML-based diagnostics

Virtual assistants

Predictive maintenance

Analytical skills

Hardware knowledge

Software knowledge

Cloud-based systems

Multitasking

Prioritization

Leadership potential

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.

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

Japanese Language proficiency

The Technical Customer Support II position is responsible for resolving moderately complex technical issues and ensuring customer satisfaction through effective communication and problem-solving. This position bridges the gap between entry-level support and senior technical roles, requiring a deeper understanding of products, platforms, and customer environments. This individual must have the ability to support multiple Zebra products and a proactive approach to learning and maintaining expertise in Zebra's evolving product offerings.

Essential Duties and Responsibilities

• Troubleshoot and resolve a wide range of technical issues independently or with minimal supervision
• Manage multiple support tickets, ensuring timely resolution and adherence to SLAs (Service Level Agreements)
• Collaborate with cross-functional teams to address and resolve customer challenges
• Actively contribute to the improvement of support processes and tools
• Develop and deliver training content for entry-level team members to enhance team capability
• Participate in technical review meetings and contribute insights on customer pain points and product improvements

Job Requirements

• High School Diploma or equivalent vocational qualification / experience
• 1+ years of experience

Key Skills and Competencies

• Some experience with AI-driven tools, such as machine learning-based diagnostic systems, virtual assistants, or predictive maintenance solutions, to improve customer support operations
• Strong analytical skills to evaluate technical issues and identify root causes
• Intermediate knowledge of hardware, software, and cloud-based systems
• Effective at multitasking and prioritization in a fast-paced environment
• Leadership potential with the ability to manage small projects or guide peers

Position Specific Information

• Travel Requirements: Up to 10%
• Able to Telework? Hybrid

Physical Demands

• Sedentary work that primarily involves sitting or standing

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.