Technical Customer Support Senior

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:
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 responsibilities as assigned by Supervisor/Manager.

14. This position is to support APAC customers (APAC GMT+9 business hour) based in Zebra Tokyo office.

15. Able to work shift as per requirement on the 24x7 Global Supports or Standby support (APAC/EMEA/NALA time-zone)
Job Requirements:
1.    Associates Degree or Professional Technical Certification in Information Technology/Computer Science/Networking with more than 5 years of system troubleshooting experience directly related career experience.

2.    Knowledge in technical support and repair on Enterprise Laser or Thermal printer, mobile computing technologies in Android/IOS/Windows, RFID, Barcode Scanner technologies, wired/wireless troubleshooting, Network Protocol Analysis or MCSE/CCNA/CWNA certified with customer facing Technical 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 with knowledge in Operating System troubleshooting 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. Knowledge in Visual Studio with .NET and C/C++, Java, SQL, Xamarin, Android Development; developing innovative IT solutions would be a plus.
Barcode/RFID Scanning technologies including RS-232, Keyboard Wedge, Wand Emulation, Scanner Emulation, USB, Bluetooth and Synapse, scan engine integration knowledge, Barcode symbology, 1D/2D Laser and imaging (digital picture) technology.

4.    Good command of communication skills and writing skills in English. Local country native languages support (Japanese/Korean/Chinese) is a must.

5.    Must have strong diagnostic and problem-solving skills, and be able to interact effectively with customers to troubleshoot problems over the phone, email or face to face on-site issue troubleshooting.

6.    More than five years of Support Center/Help Desk experience in a direct customer support role would be a plus.

7. Strong inter-personal skills and is able to work independantly in handling and dealing with critical escalation issue support.

8. Required to have good time management skills, multitasking, discipline, punctuality, ownership, pro-active and sense-of urgency.
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.