Technical Customer Support Senior

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.

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: 1. Maintains a high degree of technical competence and expertise in the Enterprise Printer product families, Advanced Data Capture (Scanner product) or Enterprise Mobile Computer, RFID in the area of design, functionality, technical specifications and support. 2. Provide timely and accurate post-sales technical assistance/support via phone, email or local in-country onsite 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 system integration and customer issue remotely or on-site support troubleshooting. In-country onsite support frequencies is 50%. 3. Provides second level support to the Partners and 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 logging all support calls received into the Support Center and steps taken towards issue resolution. 5. Facilitates Systemic Problem Reports (SPR) 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. Collaborate, establishes and maintains good relationships with Sales Engineer, Account Sales Team, Customer Experience Manager, Product Engineering and Product Management Team to promote teamwork in resolving customer issues. 9. Ensures proper software/hardware diagnostics and debug tools/knowledge are available to all technical associates. 10. Provides regular case 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 support professionalism, technical skills, and company commitment to provide high quality of service. 13. Perform additional duties and