Technical Customer Support, II
US-GA-Kennesaw
Zebra Technologies
Req #: 108226
Type: Employee|Employee|Regular Full-time
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Overview: The Technical Customer Support, II resolves problems with customers via CRM system 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. This position requires hybrid onsite work in the Kennesaw, GA location. Responsibilities: * Communicates varied technical solutions to customers using effective communication, listening and comprehension skills * Fully documents customer interactions in real-time; may author content for review * Hosting weekly and biweekly status calls with customers * 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 to 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 Qualifications: Required Qualifications: * High School or equivalent vocational qualification/experience * 1+ year of relevant experience Preferred Qualifications: * Experience with Salesforce is a plus * Experience with SQL is a plus * Experience with WFM is a plus * Intermediate level skills in Microsoft business applications including Word, Excel, PowerPoint and Outlook * 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) * Full knowledge of job related knowledge and procedures Zebra is an equal opportunity employer. All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identify, national origin, disability, protected veteran status, or any other basis prohibited by law. If you are an individual with a disability and need assistance in applying for a position, please contact us at workplace.accommodations@zebra.com. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Know Your Rights: https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf Conozca sus Derechos: https://www.eeoc.gov/sites/default/files/2022-10/22-088_EEOC_KnowYourRightsSp_10_20.pdf We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. Zebra is a federal contractor and is committed to an alcohol and drug free workplace. As a result, all U.S. based employees are subject to the Drug and Alcohol Free Workplace Policy and Procedure.
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