Technical Customer Support, Senior

Remote Work: No

Provide Level 2 technical & software application support, including issue resolution on Zebra hardware/software/SDK system support assistance to customers, resellers, end users and Zebra Associates.

Job Description:

1. Maintains a high degree of technical competence and expertise in Enterprise Mobile Computer, Advanced Data Capture (Scanner product), Enterprise Printer product families, RFID in the area of software development, design, functionality, software-hardware integration development, technical specifications and support.
2. Provide Level 2 timely and accurate technical assistance/support via phone, email and portal support to customers, partners and Zebra Associates on respective SME product lines by using standard support tools and existing guidelines. This includes but is not limited to Enterprise product installation issue but also involved the technical troubleshooting on design, software system integration, provide SDK software consultation support and troubleshooting customer issue remotely or on-site support.
3. Provides second level support to front line Level 1 support representatives by fielding questions and providing technical direction on support issues, product compatibility, and customer configurations.
4. Use Call Resolution Management (CRM) software system to maintain accurate online records of all calls received into the Support Center and steps taken towards issue resolution.
5. Facilitates Systemic Problem Report (SPR) or Jira to the Engineering Department maintaining communications with engineering and the customer until resolution.
6. Provides technical training for Level 1 support personnel and ongoing mentoring.
7. Make regular contributions to the knowledgebase systems and call escalation reduction initiatives. Contributes, reviews and approves knowledgebase content for use by internal support staff and external support channels.
8. Establishes and maintains relationships with Sales Engineer, Account Team, Customer Experience Manager, Product Engineering and Product Management team and other Zebra Associates.
9. Ensures proper software/hardware diagnostics and debug tools/knowledge are available to all technical associates.
10. Provides regular case updates, software integration development support progress updates and reporting on support cases as required by Supervisor and Management.
11. Participates in new product trainings, beta programs and cascading down to the team by providing new product information and knowledge sharing to the team.
12. Promote Zebra core Values with a positive image of product professionalism, technical skills, and company commitment to provide high quality of service.
13. Perform additional duties and responsibilities as assigned by Supervisor/Manager.
14. Able to work shift as per requirement on the 24x7 Global Supports or Standby support (APAC/EMEA/NALA time-zone).

Requirements:

1. Associates Degree or Professional Technical Certification in Information Technology/Computer Science/Software Engineering with more than 3 years of software development and system troubleshooting experience directly related career experience.
2. Knowledge of Enterprise Laser or Thermal printer software integration programming development, mobile computing apps development, Web-based Server-client software programming in Android/IOS/Windows, RFID solutions with customer facing Technical Support or Application Support experience will be added advantage.
3. Knowledge in any of the following 3 areas:
   Enterprise Printer technologies: Enterprise Thermal and Direct Thermal printer knowledge, Enterprise Printer drivers, configuration or repair knowledge, Printer application software interface programming knowledge (API, SDK programming), Enterprise colour printer or card printer management.

Mobile Computing technologies & Web-based Server-client programming knowledge including programming with Visual Studio with .NET and C/C++, Java, SQL, Xamarin, Android Development; developing innovative IT solutions for Android, IOS, Windows 10, Windows Mobile/Windows CE mobile devices; mobile device configuration via registry keys, DLL’s, API’s; SDK; Bluetooth, WIFI, NFC and GPS technologies.

Barcode/RFID Scanning technologies including RS-232, Keyboard Wedge, Wand Emulation, Scanner Emulation, USB, Bluetooth and Synapse, scan engine integration knowledge, Barcode symbology, barcode system integration programming development support for 1D/2D Laser and imaging (digital picture) technology.

1. Good command of communication skills and writing skills in English. Mandarin and other native foreign languages will be added advantage.
2. Must have strong diagnostic and problem solving skills, and be able to interact effectively with customers to troubleshoot problems over the phone. Good soft-skills.
3. Two to three years of Support Center/Help Desk experience in a direct customer support role would be a plus.
4. Required to have good time management skills, multitasking, discipline, punctuality, ownership, pro-active and sense-of urgency.

Preferred Education

• Bachelor’s Degree or equivalent vocational qualification / experience

Preferred Work Experience (years)

• 5-8 years of experience

Key Skills and Competencies

• Intermediate to advanced level skills in Microsoft business applications including Word, Excel and Outlook
• Customer service values / orientation
• Solid professional work behaviors (attendance, teamwork, time management)
• Strong Communication skills (listening, providing clear and concise information, using proper language and grammar)
• Intermediate to advanced skills in delegation and follow up
• Full knowledge of job related knowledge and procedures

Position Specific Information

Travel Requirements: 10%
FLSA (U.S. only): Non-exempt
Physical requirements and working conditions will vary by position and should be described as
appropriate.