Technical Customer Support, Support Senior

Zebra Technologies Malaysia Sdn Bhd; Penang; Hybrid; MYR 45,000 - 89,000; Full time

Benefits offered by this job

hybrid work

adaptable hours

Summer Flex Fridays

Focus Fridays

annual wellbeing day

Job summary

Zebra Technologies Malaysia Sdn Bhd invites applications for a Technical Support Specialist who helps customers via phone, email or chat sessions using deep product knowledge and strong communication. You will resolve complex issues, collaborate with internal teams and vendors, and contribute to process improvements while mentoring junior agents in a hybrid Penang-based setup.

We are looking for a proactive problem-solver with excellent customer service skills, capable of translating technical

Qualifications

• Strong verbal and written communication skills.
• Ability to troubleshoot and explain complex technical issues.
• Experience resolving escalated customer problems.
• Capability to analyze data and create reports on support center performance.
• Ability to mentor junior agents and support escalation paths.

Responsibilities

• Communicates technical solutions to customers via multiple channels.
• Resolves escalated and complex technical issues.
• Develops and improves processes and tools; contributes to platform development.
• Analyzes and reports on effectiveness and efficiency of the support center.
• Maintains contact with vendors and internal technical team.
• Builds relationships with business leaders and technology partners.
• Articulates complex issues in simple terms to management and customers.
• Supports less experienced agents and serves as escalation point.
• Demonstrates strong customer service, communication and problem solving.

Skills

Technical troubleshooting

Customer communication

Escalation management

Data analysis

Vendor coordination

Mentoring

Problem solving

Cross-functional collaboration

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:

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.

Benefits:

• hybrid work
• adaptable hours
• Summer Flex Fridays
• Focus Fridays
• an annual companywide well-being day to promote revitalization and success

Zebra provides the foundation for intelligent operations with an award-winning portfolio of connected frontline, asset visibility and automation solutions. Organizations globally across retail, manufacturing, transportation, logistics, healthcare, and other industries rely on us to deliver outcomes today while driving innovation for what's next. Together with our partners, we create new ways of working that improve productivity and empower organizations to be better every day.

Zebra Better Every Day