Technical Customer Support, Senior

Zebra Technologies; George Town; Hybrid; MYR 60,000 - 80,000; Full time

Job summary

A leading technology firm is looking for a candidate to join their technical support team in a hybrid role. You will be responsible for resolving complex issues, communicating solutions effectively, and contributing to process improvements. The ideal candidate has a Bachelor's degree and 5-8 years of experience in customer service, demonstrating strong communication and problem-solving skills.

Qualifications

• 5-8 years of experience in a relevant field is preferred.
• Ability to analyze and prepare reports on support center efficiency.
• Demonstrates strong customer service and problem solving skills.

Responsibilities

• Resolving escalated and complex technical issues.
• Communicating technical solutions to customers through various channels.
• Building relationships with business leaders and technical partners.

Skills

Intermediate to advanced level skills in Microsoft business applications

Customer service values / orientation

Strong Communication skills

Solid professional work behaviors

Intermediate to advanced skills in delegation and follow up

Education

Bachelor’s Degree or equivalent vocational qualification / experience

Job description

Remote Work: Hybrid

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.

Overview

Being a part of Zebra Nation means being seen, heard, valued, and respected. Drawing from our unique 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 reimagining the future – for our people, our customers, and the world.

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.

To protect candidates from falling victim to online fraudulent activity involving fake job postings and employment offers, please be aware our recruiters will always connect with you via @zebra.com email accounts. Applications are only accepted through our applicant tracking system and only accept personal identifying information through that system. Our Talent Acquisition team will not ask for you to provide personal identifying information via e‑mail or outside of the system. If you are a victim of identity theft contact your local police department.