Technical Customer Support, II

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.

• Resolves problems with customers via telephone, email or chat sessions using technical product knowledge and strong interpersonal skills.
• Troubleshoots problems with appropriate applications, products and vendors.
• Identifies and documents customer issues, and escalates complex issues.
• Understands multiple applications and platforms.
• Communicates varied technical solutions to customers via multiple channels using effective communication, listening and comprehension skills.
• Fully documents customer interactions in real-time; may author content for review.
• Solves problems in a timely manner using full understanding of the product functions and features and customer environment.
• Analyzes and corrects product issues/ malfunctions with intermittent supervision on day-to-day work and general supervision on new assignments.
• Works on a full range of problems of moderate scope that require selection and/or modification of existing procedures and processes.
• Manages multiple tickets related a spectrum of technical problems.
• Collaborates with fellow technicians and supervisor to solve complex problems.
• Demonstrates the ability to articulate technical issues in simple to understand terms to both management and customers.
• Demonstrates leadership qualities.
• Demonstrates strong customer service, communication and problem solving skills.

• Minimum:
  High School Diploma or equivalent vocational experience, 1+ years of customer technical support experience.
• Must have technical experience working with hardware and software.
• Must be able to work in our Holtsville, NY location on a hybrid schedule (3 days minimum a week in office).
• Preferred:
  Mobile Device Management (MDM) experience.
• Mobile computing device is a plus.
• Experience with wireless networks and Wireshark preferred.
• Experience with Microsoft Intune.
• 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).
• Experience with Wireless LAN focused networking is a plus, but not required.

Pay Range: $26.27 - $39.40 Hourly.

Incentive Compensation:
In addition to base pay, Zebra offers this role the opportunity to earn a performance-based annual cash incentive, at a target equal to 5% of base pay, in accordance with the terms of the applicable incentive plan.

Zebra Total Rewards includes a comprehensive benefits program, including healthcare, wellness, inclusion networks, and continued learning and development offerings. Community service days, traditional insurances, compensation, parental leave, employee assistance program and paid time off offerings are provided depending on the country of work. Salary offered will vary depending on location, job-related skills, knowledge, and experience. Additionally, all Zebra roles are eligible for cash incentive programs and some may be eligible for long-term incentive equity awards.

We understand the importance of work-life balance and wellbeing, and offer flexibility for our teams including hybrid work, adaptable hours, Summer Flex Fridays, Focus Fridays, and an annual company wide well-being day to promote revitalization and success.

Zebra is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability and protected veteran status, or any other basis prohibited by law.

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