Technical Customer Support, Support II

About Us

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.

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 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 terms to both management and customers.
• Demonstrates leadership qualities.
• Demonstrates strong customer service, communication, and problem-solving skills.

Requirements

• Minimum: 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)

Qualifications (Preferred)

• Mobile Device Management (MDM) experience
• Mobile computing device experience is a plus
• Experience with wireless networks and Wireshark
• 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

Pay

$26.27 - $39.40 hourly

Incentive Compensation

In addition to base pay, Zebra offers this role the opportunity to earn a performance-based annual cash incentive, at a target equal to 5% of base pay, in accordance with the terms of the applicable incentive plan.

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.

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.