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Zebra may use and retain your information for up to 6 years as well as provide it to third parties or agencies which may, as applicable, process, transmit, store or retain it for the purpose of complying with applicable laws and regulations. Zebra may use third-party service providers to perform verification and/or background checks who may be located outside the country from which you are applying or reside. You also agree and consent to Zebra\u2019s use of third-party service providers, including but not limited to, iCIMS, Inc., who may process, transmit, and store the information you submit in your application. iCIMS, Inc.\u2019s <a target=\"_blank\" href=\"https://www.icims.com/gc/Talent-Platform-Security-Policy/\">privacy statements and security policies</a> also apply. Please contact iCIMS, Inc. directly if you have any questions or concerns regarding iCIMS, Inc.\u2019s policies.", "logged_out_notifications_text": "When you upload your resume, we provide job recommendations that will be emailed to you on a weekly basis. You can manage these notifications by selecting Manage Notifications from the email. Please confirm you agree to the Data Privacy."}, "navBar": {"opacity": 1, "image": "https://static.vscdn.net/images/careers/demo/zebra/1652831607::pcs-logo-navbar", "link": "https://zebra.eightfold.ai/careers", "background": "#000000"}, "hideJobCart": false, "page_title": "Careers at Zebra", "job_page_title": "Careers at Zebra", "page_description": "Careers at Zebra", "hide_matched_section": true, "recaptcha_enabled": 1, "showLoggedOutNotificationsPrivacyPolicy": true, "hideEightfoldBranding": false}, "positions": [{"id": 343622348930, "name": "Technical Customer Support, I (Spanish Language Specialist)", "location": "Penang, Malaysia", "locations": ["Penang, Malaysia"], "hot": 0, "department": "Customer Service / Support", "business_unit": "Sales", "t_update": 1734324960, "t_create": 1725950340, "ats_job_id": "107182", "display_job_id": "107182", "type": "ATS", "id_locale": "107182-en", "job_description": "Troubleshoots problems with appropriate applications, products and vendors. 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Applications are only accepted through our applicant tracking system and only accept personal identifying information through that system. Our Talent Acquisition team will not ask for you to provide personal identifying information via e-mail or outside of the system. 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Provide Level 2 timely and accurate technical assistance/support via phone and email to customers, partners and Zebra Associates on respective SME product lines by using standard support tools and existing guidelines. Provides second level support to front line Level 1 support representatives by fielding questions and providing technical direction on support issues, product compatibility, and customer configurations. Facilitates Systemic Problem Reports (SPR) to the Engineering Department maintaining communications with engineering and the customer until resolution. Provides technical training for Level 1 support personnel and ongoing mentoring. Contributes, reviews and approves knowledgebase content for use by internal support staff and external support channels. Establishes and maintains relationships with Sales Engineer, Account Team, Customer Experience Manager, Product Engineering and Product Management team. Ensures proper software/hardware diagnostics and debug tools/knowledge are available to all technical associates. Provides regular case updates and reporting on support cases as required by Supervisor and Management. Participates in new product trainings, beta programs and cascading down to the team by providing new product information and knowledge sharing to the team. Perform additional duties and responsibilities as assigned by Supervisor/Manager. 1. Associates Degree or Professional Technical Certification in Information Technology/Computer Science/Networking with more than 3 years of system troubleshooting experience directly related career experience. 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Applications are only accepted through our applicant tracking system and only accept personal identifying information through that system. Our Talent Acquisition team will not ask for you to provide personal identifying information via e-mail or outside of the system. If you are a victim of identity theft contact your local police department.", "stars": 0.0, "medallionProgram": null, "location_flexibility": null, "work_location_option": "onsite", "canonicalPositionUrl": "https://careers.zebra.com/careers/job/343621999190", "isPrivate": false}, {"id": 343622718948, "name": "Technical Customer Support, II", "location": "Penang, Malaysia", "locations": ["Penang, Malaysia"], "hot": 0, "department": "Customer Service / Support", "business_unit": "Sales", "t_update": 1734330300, "t_create": 1727699160, "ats_job_id": "107346", "display_job_id": "107346", "type": "ATS", "id_locale": "107346-en", "job_description": "Troubleshoots problems with appropriate applications, products and vendors. 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Resolving customer problems via telephone, email, or chat sessions Troubleshooting issues with applications, products, and vendors Identifying and documenting customer issues Escalating problems as directed 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. Communicates basic technical solutions to customers using effective communication, listening and comprehension skills. Diffuses upset customers Fully documents customer interactions in real-time Solves problems within defined quality standards using a basic understanding of products, solutions, and customer environments Identifies and escalates complex problems under direct supervision Works on a limited variety of problems of limited scope using defined procedures and practices Collaborates with fellow technicians and supervisor to solve problems Familiarizes self with new technologies, products and platforms 1-2 years contact center experience Basic technical product knowledge Strong interpersonal and communication skills Fluent in written and spoken Spanish Ability to understand and resolve customers issues via phone, email, live chat and case online Preferred Education: High School or equivalent vocational qualification / experience Preferred Work Experience (years): 1-2 years of experience Intermediate level skills in Microsoft business applications including Word, Excel 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 FLSA (U.S. only): Non-exempt Physical requirements and working conditions will vary by position and should be described as appropriate. To protect candidates from falling victim to online fraudulent activity involving fake job postings and employment offers, please be aware our recruiters will always connect with you via @zebra.com email accounts. Applications are only accepted through our applicant tracking system and only accept personal identifying information through that system. Our Talent Acquisition team will not ask for you to provide personal identifying information via e-mail or outside of the system. 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Develop and maintain strong relationships with key stakeholders, both internally and externally, to understand client requirements and expectations. serving as the primary point of contact for service delivery-related matters. Collaborate with internal stakeholders, including sales, operations, and technical teams, to ensure alignment and coordination of service delivery efforts. Define and implement service delivery strategies, policies, and procedures to ensure the efficient and effective delivery of services. Monitor service performance against SLAs (Service Level Agreements) and KPIs (Key Performance Indicators) and take corrective actions as necessary to address any issues or deviations. Conduct regular service reviews with clients to review performance, discuss service improvements, and identify opportunities for growth. Act as a point of escalation for complex service issues, working closely with technical and incident management teams to resolve incidents and minimize service disruptions. Champion a culture of continuous improvement within the service delivery team, driving initiatives to enhance processes, tools, and capabilities. Develop and deliver service performance reports and presentations for management and clients, highlighting achievements, challenges, and areas for improvement. Stay abreast of industry trends, best practices, and emerging technologies in service delivery management, and apply this knowledge to enhance service offerings. Mentor and coach team members to foster professional development and ensure high levels of performance and engagement. Preferred Education: Bachelor's Degree required or equivalent experience Preferred Work Experience (years): Minimum of 8 years of experience Strong leadership skills to be able to lead a remote Salesforce.com systems. 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Collaborate with other internal teams to ensure non-program-related inquiries are directed and resolved as appropriate. Supports alignment between the channel team (for process and channel program changes) and other cross-functional teams (sales, services, order management, deals desk, finance etc.). Proactively engage partners to ensure annual compliance is completed. Assists with marketing messaging and helps customize promotions. Works with partners to on-board and off-board and understand the PartnerConnect program. Assist partners with a variety of tool access and navigation. Carries out contract administration and access to training and certification for partners including enablement partner tools. Deal Registration administration, vetting, processing, and issue troubleshooting and resolution. Influence Registration review and processing. Partner administrator account set up, tool access requests, partner account maintenance, contact management. Troubleshoot and resolve PartnerGateway log-in issues experienced by partners. Ensures accurate and timely creation and maintenance of Partner Master Data. New partner application vetting, processing, and onboarding. Works to resolve partner issues with tools and processes, escalates as appropriate, if necessary, and coordinates Account merges and acquisitions processing. Review accounts and understand the merge process. Initiate and process account merges as appropriate. Account cleanup and deduplication. Review and process company name and address changes. Supportive involvement in any new platform and systems testing. Active participation in system testing. Supports management and delivery of ongoing program requirements. Reporting, management and delivery of ongoing program requirements. Preferred Education: Bachelor's (BA/BS) degree in a relatable field or equivalent work experience. 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