Senior Technical Support Specialist for Managed Solutions

CZ-Brno
Job ID
37705
Function
Customer Support

Overview

Provide advanced technical support to customers, partners and Zebra Associates on Zebra’s solutions in Level 2 capacity.

 

 

Support agent would have to work with others in a fast paced environment to support Zebra’s personal shopping solution.  This will involve following detailed instructions, configuring and troubleshooting devices, including network switches, noting work performed in multiple logs.

 

The successful candidate will be resolving issues raised by customer through telephone and email interactions. He/She would also be expected to support the problem management process to ensure problems are escalated and resolved with specialist teams.

Responsibilities

The support agent is expected to perform the following

  • Maintains a high degree of technical competence and expertise on the mobile computing families of products in the area of software development, application debugging and general best practices
  • Provides Level II direct phone support to Managed Services and Solutions customers, partners and Zebra Associates
  • Provides second level support to level one support representatives by fielding questions and providing technical direction on support issues, product compatibility, and customer configurations
  • Facilitates the handling of application issues/bugs with independent Software Vendors/Application Partners, Customers until till full resolution
  • Facilitates Support Problem Reports (SPR) to the Engineering Department maintaining communications with Engineering and the customer until resolution
  • Provides out of hour on-call L2 support.

Collaborates with fellow technicians, engineers and supervisor including the customer's to solve complex problems.

Qualifications

  • Computer Science or equivalent qualification, minimum 2 year’s experience in computer programming and/or technical support.
  • Needs to be technical, understand network basics, be able to troubleshoot networks,
  • Have experience with project roll outs,
  • Experience in helpdesk ticketing system, be comfortable to be on the phone with the customer is advantage
  • Detailed orientated, strong problem solving skills, motivated, be able to work under stress and in a fast paced environment.
  • Strong grasp of the English language (speaking, writing and listening.)
  • Ability to analyze data/logs to draw conclusions on possible causes to customer’s problem.
  • Strong Team Player. 

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