Technical Customer Support, Support Senior

Zebra; George Town; Hybrid; MYR 50,000 - 80,000; Full time

Benefits offered by this job

Hybrid work

Job summary

Zebra Technologies is seeking an experienced Technical Customer Support Senior in Penang, Malaysia. The role involves resolving complex technical issues across phone, email, and chat channels, and guiding customers with clear, actionable solutions.

You will collaborate with a global support team, contribute to process improvements, and help ensure high customer satisfaction while maintaining balance through hybrid work arrangements.

Qualifications

• Experience in resolving technical issues via phone, email or chat.
• Ability to explain complex issues in simple terms to customers.

Responsibilities

• Resolve customer technical issues via multiple channels.
• Escalate complex problems to senior engineers when needed.
• Document and share improvements to support processes and tools.

Skills

Technical support

Customer service

Troubleshooting

Escalation

Job description

## Technical Customer Support, Support SeniorApply: Penang, Malaysia: Full time: Posted Today: JR103685**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 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.**Essential Duties and 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 contribute 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 Note: The statements herein are intended to describe the general nature and level of work being performed byemployees, and are not to be construed as an exhaustive list of responsibilities, duties, abilities, and skills required ofpersonnel so classified.**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.**Job Posting Statement:**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.**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.