Technical Customer Support, II

3 weeks ago

George Town, Malaysia Zebra Full time

Remote Work: No


Overview: At Zebra, we extend the edge of possibility by shaping the future of work on the front line—reinventing how businesses run and moving society forward.
We are a community of changemakers, innovators and doers who come together to deliver a performance edge to the front line of business. We develop new technologies and create new solutions with partners to help organizations act with greater visibility, connectivity, and intelligence—delivering better experiences for workers and those they serve.
Being a part of Zebra means being seen, heard, valued, and respected as you define your path to a fulfilling career. Here, you'll have opportunities to learn and lead at a leading company, and you can channel your skills towards causes that you and the Zebra community care about, locally, and globally.
Together, we've only begun to define the edge of what's possible—for our people, our customers, and the world.

We have an opportunity for you to resolve problems with customers via telephone, incoming incidents in ServiceNow using technical product knowledge and interpersonal skills. Troubleshoot problems with appropriate applications, products and vendors. Identify and document customer issues, and escalate as appropriate. Develop an understanding of multiple applications and platforms such as Android Devices, wired & wireless printers, Bluetooth & Wi-Fi connectivities.


Responsibilities:
  • Being the first point of contact for customer
  • Respond to incoming issues either by incoming calls / incoming incidents in ServiceNow accurately
  • Respond to customers' requests efficiently and escalate to higher level teams as required
  • Provide support and escalation of issues within agreed procedures and service level agreements
  • Solves problems in a timely manner using full understanding of the product functions and features and customer environment
  • Works on a full range of problems of moderate scope that require selection and/or modification of existing procedures and processes
  • Analyzes and corrects product issues/ malfunctions with intermittent supervision on day-to-day work and general supervision on new assignments

Qualifications:
  • Bachelor's degree or equivalent
  • 2-5 or equivalent combination of education and experience, or 5+ years of equivalent work experience
  • Proficiency in both written and spoken English (Mainly supporting US Customers)
  • Demonstrates ability to articulate technical issues in simple to understand terms to both management and customers
  • Strong customer service and communication skills 
  • Knowledge and experience in Android Handheld Computers
  • Knowledge in basic networking (Wireless, Switching and Routing)
  • Able to work on rotational 24/7 shifts including weekends


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 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. You can always verify the validity of a job posting or recruiter interaction by contacting us at If you are a victim of identity theft contact your local police department.

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