Technical Customer Support, Senior

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, youll 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, weve only begun to define the edge of whats possible—for our people, our customers, and the world.

Resolves problems with customers via telephone, email or chat sessions using full technical product knowledge and interpersonal skills. Troubleshoots and addresses highly complex issues as escalated by the team. Supports the effective operation of the Technical Support Team.

Responsibilities:

• Analyzes the best approach to solving systems, applications (innovation vs. re-use) including the best fit solution to customer requirements.
• Supports senior, internal and external, personnel (CEM/SLM/CRM) in own area of expertise. Frequent inter-organizational and outside customer contacts.
• Communicates varied technical solutions to customers via multiple channels using effective communication, listening and comprehension skills; diffuses angry customers
• 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
• Follow the correct process to complete daily tasks and encourage the team for the same.
• Collaborates with fellow technicians and supervisor to solve complex problems

Qualifications:

• 5+ years of experience or equivalent combination of education and experience
• Fluent in English language
• IT knowledge (Basic Network, Server etc.)
• Customer-facing skills
• Process documentation skills
• ITIL Foundation
• MS Excel (Intermediate)
• SQL scripting, Power Bi, Python (Advantage)
• Cristal Report (Advantage)

Benefits

• 5 weeks of vacation, 5 sick days, 4 volunteer days paid off and couple of special Z-days off for life-work balance
• Multisport card at a reduced price
• Meal contribution
• Monthly contribution 800 CZK/month in the form of credits on your Benefit plus card with cafeteria system where you can choose from wide range of activities/benefits from Health, Sports, Travel, Wellness, Development, Culture up to company Language courses
• Training and personal development in soft skills and hard skills, access to our internal learning portal and internal career opportunities within Zebra departments
• Annual bonuses based on financial results
• Yearly salary increases according to individual performance
• Employee referral bonus for bringing New Talent to Zebra
• Free beverages and fruit days (coffee, tea, milk available in our kitchenette)
• Life & Pension insurance contribution
• Company preschool (in Czech or in English)
• New modern and multifunctional workplace at Vlněna Office park in the city centre
• Discount at our partners (T-Mobile, Banks, HP, Dell, Microsoft Office)

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