Zebra Technologies—Technical Customer Support, Support Senior

Job description

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: The Technical Customer Support, Senior is responsible for resolving complex customer issues through email, phone, or chat by leveraging advanced technical knowledge and excellent interpersonal skills. This position involves troubleshooting, process improvement, and acting as an escalation point for the team. This individual contributes to the organization by enhancing customer satisfaction, driving efficiency in technical operations, and fostering collaboration between teams. This individual must have the ability to support multiple Zebra products and a proactive approach to learning and maintaining expertise in Zebra's evolving product offerings.Essential Duties and Responsibilities: • Provide advanced technical support and solutions for escalated customer issues across communication channels • Analyze customer interactions and feedback to identify trends, improve service processes, and recommend enhancements • Collaborate with cross-functional teams, including engineering and product management to resolve issues requiring advanced expertise • Document technical resolutions and create knowledge base articles to support team learning and efficiency • May need to conduct training sessions for junior team members and act as a mentor to improve their technical capabilities • Build and maintain relationships with internal stakeholders and external partners to ensure seamless communication and resolution of technical challenges • Utilize data analytics tools to generate insights on support center performance and customer satisfaction • Stay updated with industry trends, emerging technologies, and competitor benchmarks to incorporate best practices Job Requirements: • High School or equivalent vocational qualification/ experience required. Bachelor's Degree or equivalent vocational qualification / experience preferred • 2+ years of experience Key Skills and Competencies: • Intermediate experience with AI-driven tools, such as machine learning-based diagnostic systems, virtual assistants, or predictive maintenance solutions, to improve customer support operations • Intermediate understanding of networking, cloud computing, and software troubleshooting • Exceptional customer service orientation with the ability to manage escalations effectively • Leadership skills to train, mentor, and manage less experienced team members • Strong verbal and written communication skills, with a focus on technical clarity and simplicity • Problem-solving mindset with the ability to think critically and adapt to dynamic challenges Position Specific Information: • Travel Requirements: Up to 10% • Able to Telework?: Hybrid Physical Demands: • Sedentary work that primarily involves sitting or standing 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. Job Posting Statement: 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 @zebra.com 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. If you are a victim of identity theft contact your local police department. 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.