Technical Customer Support, Support Senior

Zebra Technologies Enterprise de México, S. de R.L. de C.V.; George Town; Hybride; MYR 67 000 - 100 000; Plein temps

Avantages offerts par ce poste

Hybrid work

Adaptable hours

Summer Flex Fridays

Focus Fridays

Well-being day

Résumé du poste

Zebra Technologies seeks a customer-focused Technical Support professional to resolve complex issues using extensive product knowledge. You will assist customers via phone, email, and chat, escalating when needed and collaborating with internal teams.

In this role, you will contribute to process improvements, generate reports on support effectiveness, and help develop the support platform while mentoring junior agents. Hybrid work is available.

Qualifications

• Communicates varied technical solutions to customers via multiple channels using effective communication, listening and comprehension skills.
• Resolves escalated and complex technical issues.

Responsabilités

• Resolves problems with customers via telephone, email or chat sessions using full technical product knowledge and interpersonal skills.
• Supports the effective operation of the Technical Support Team.
• Develops and improves processes and tools and contribute to platform development.
• Analyzes and prepares reports on effectiveness and efficiency of support center.
• Maintains contact with vendors and internal technical team.
• 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.

Description du poste

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 by

employees, and are not to be construed as an exhaustive list of responsibilities, duties, abilities, and skills required of

personnel 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.

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 .