Technical Customer Support, Support II

Zebra Technologies•Holtsville, NY

1d•$26 - $39•Hybrid

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 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.

Requirements

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)

Nice To Haves

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

Responsibilities

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.