Technical Customer Support, Support Senior

Zebra Technologies Corporation; Penang; Hybride; MYR 67 000 - 134 000; Plein temps

Avantages offerts par ce poste

Hybrid work

Flex Fridays

Well-being day

Résumé du poste

Zebra Technologies Corporation is seeking a capable Technical Support professional in Penang to resolve complex customer issues and support a hybrid work environment. You will communicate solutions clearly, escalate where needed, and help improve processes and tools for the support center.

The role emphasizes strong customer service, technical knowledge, and the ability to mentor junior agents while collaborating with cross-functional teams to ensure customer satisfaction and platform

Qualifications

• Communicates technical solutions to customers via multiple channels using effective communication and interpersonal 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.
• 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 terms to management and customers.
• Demonstrates ability to support less experienced agents and serve as an escalation point.
• Demonstrates strong customer service, communication and problem solving.

Responsabilités

• Communicate varied technical solutions to customers across channels.
• Resolve escalated and complex technical issues.
• Develop and improve processes and tools for the support team.
• Analyze and report on support center effectiveness.
• Maintain vendor and internal team coordination.
• Foster relationships with business leaders and tech partners.
• Explain complex issues in simple terms to stakeholders.
• Mentor junior agents and act as escalation point.
• Deliver strong customer service and problem solving.

Connaissances

Customer service

Communication skills

Problem solving

Technical knowledge

Escalation handling

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.