Technical Customer Support, II

Zebra Technologies•Lincolnshire, IL

5d•$54,600 - $82,000•Remote

About The Position

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 a 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 a 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. As a member of the Zebra Sports Team, the Technical Customer Support II will provide analytical, consultative and technical support for Zebra Sports Systems. The system uses wireless location technology to track the movement of athletes during practice and builds player tactical, schematic and performance metrics which benefits coaches, trainers, scouts and club management through a variety of software and data platforms. The Technical Customer Support II will provide technical support to clients and internal team members, by performing configuration, remote diagnosis, monitoring and support of software and hardware devices. They will also proactively bring new insights and initiatives forward to enhance the product for existing and potential new customers. This position may interact with Business Development and Product Management team members to provide technical assistance required for sales campaigns and product demonstrations. This is a remote position and candidate must reside in Eastern or Central time zones.

Requirements

High School or equivalent vocational qualification / experience (Associate Degree preferred)
1+ years of experience within a customer focus position involving technical knowledge of a company's products and services
Deep understanding of American football, including the rules, gameplay flow, player positions, and in-game events within the NFL, with familiarity of NFL Next Gen Stats (NGS) data and metrics to effectively support, troubleshoot, and communicate issues related to the live game data and advanced player tracking systems
Ability to travel internationally
Must reside in Eastern or Central time zones

Nice To Haves

Degree in Sports Science, Computer Science or technical degree is preferred
2+ years of experience within a customer focus position involving technical knowledge of a company's products and services
Player Tracking Systems or related technology - GPS, RFID, video tracking, WIFI
Proficient computer system and application skills - understanding of IP networks
Proven professionalism working with high-profile clients in a fast-past environment
Excellent verbal and written communications skills specifically customer relations skills
Problem analysis and resolution skills; Excellent critical thinking and organizational skills

Responsibilities

Diagnosing, repairing, and resolving technical hardware/software issues via remote tools or direct, in-person assistance.
Technical understanding and ability to troubleshoot TCP/IP networks.
Communicates varied technical solutions to customers via multiple channels using effective communication, listening and comprehension skills.
Tracking and routing support requests using CRM/ticketing software, thoroughly documenting resolutions.
Fully documents customer interactions in real-time; may author content for review.
Identifying, prioritizing, and escalating complex or urgent technical issues to senior engineers or developers.
Solves problems in a timely manner using full understanding of the product functions and features and customer environment.
Maintaining deep knowledge of company products, staying current with updates, and providing feedback to product teams.
Demonstrates the ability to articulate technical issues in simple to understand terms to both management and customers.
Training users on new software or hardware, creating technical documentation, and assisting with installations. Collaborates with fellow technicians and supervisor to solve complex problems.

Benefits

Zebra Total Rewards includes more than just pay and is structured to meet the needs of our changing global business and evolving talent.
We are committed to providing our employees with a benefits program that is comprehensive and competitive – including healthcare, wellness, inclusion networks, and continued learning and development offerings.
We offer community service days, in addition to the traditional insurances, compensation, parental leave, employee assistance program and paid time off offerings depending on the country where you work.

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