472 Helpdesk Manager jobs in Malaysia
Channel Helpdesk Manager
Posted 17 days ago
Job Viewed
Job Description
• All S2B Technical (Channel) Enquiries, Request and Complaints are responded promptly via Inbound calls, email or Live chat and ensure the TAT is met in attending all the queries within cut off to be addressed the same day.
• Assisting customers with product setup by providing step by step guidance / instruction and resolving any technical issues they might experience.
• Following up with customers to ensure that reported technical difficulties have been resolved
• Troubleshooting, analyzing, and reporting any channel (S2b) errors, failures, or malfunctions to Technology and coordinating with them for a fix.
• Analyzing client feedback / Client data and advising management on areas of improvement
• Work together with other Technology teams to find solution to more complex issues and ensuring that the client issue is fixed.
• Provide detailed information about the products and services offered to the customers.
• From time-to-time Conduct Training for clients on Online channel and its features
• The staff must be well equipped in preparing all required performance related reports required by the Bank – daily, weekly, monthly etc.
• Projecting transaction volume to ensure sufficient capacity exists to meet service requirement at an optimal efficiency
• Training staffs to required skill and knowledge requirements by upskill the junior staffs to manage the enquiries, requests, and complaints independently
• The staff shall adhere to their Service Level & Metrics as detailed in the “CSG Metrics Guide”
• To assist the team responsible for implementing change to achieve market leadership in customer service.
• To manage the day-to-day delivery of Client Services, to deliver simply first-class service and efficiency whilst minimizing risk
• To work with the team and Line Manager team to meet and exceed service standards.
• Minimize contact rate/repeat call incidence/complaints of any kind and value adds contact by customers.
• Ensure appropriate internal controls and procedures are in place and clearly documented. Monitor the operation of such procedures and controls, and regularly review them to ensure they reflect changes in process, products, policies, and regulations.
• Ensure adherence to policies including escalation and compliance requirements.
• Ensure the team for all enquiries received are logged in the Global Enquiry management system and tracked until closure, adhering to the SLA set.
Strategy
Assist in implementation of service improvement initiatives in Client Services centre and facilitate transfer of best practices.
Business
Leverage on the VoC process to understand client’s needs, and identify opportunities for improvements in service, product solutions, utilization and optimizing channel usage. Assist in embedding an effective service recovery process which includes complaint logging and handling is in place and where necessary appropriate empowerment is given to staff to act quickly when necessary.
Processes
Provide the highest standard of Client Services in response to client enquiries and complaints, to create improved, lasting relationships with our clients. Responsible for client satisfaction with service arrangements and delivery.
People & Talent
Maintain a professional SCB image through all interactions with clients. Encourage and foster a congenial working environment where staff at all levels seek achievement through teamwork and operational efficiency.
Risk Management
Ensure process for client identification is clearly embedded. Ensure that all control reconciliation activities are conducted in a timely and accurate manner. Comply with applicable Money Laundering Prevention Procedures and report any suspicious activity to the Country Money Laundering Prevention Officer and Line Manager.
Governance
Ensure adherence to policies including escalation and compliance requirements. Ensure the team for all enquiries received are logged in the Global Enquiry management system and tracked until closure, adhering to the SLA set.
Regulatory & Business Conduct
• Display exemplary conduct and live by the Group’s Values and Code of Conduct.
• Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
Key stakeholders
Internal
• Head of Client Services Group
• Client Service Account Managers
• RM’s and Client Managers
• Senior Managers, Managers from other related departments.
• Client Services Managers
• PSS / Production Engineering team
External
• All CCIB Clients
• Key personnel of companies
• Other Banks
Customer Service Management
Knowledge of Customers
Service Excellence
Channel Knowledge
About Standard CharteredWe're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us.
Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.
Together we:
- Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
- Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
- Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term
In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.
- Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.
- Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
- Flexible working options based around home and office locations, with flexible working patterns.
- Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills,global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
- A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.
- Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.
Technical Customer Support, Senior
Posted 3 days ago
Job Viewed
Job Description
Remote Work: No
Overview:
At Zebra, we are a community of innovators who come together to create new ways of working to make everyday life better. United by curiosity and care, we develop dynamic solutions that anticipate our customer’s and partner’s needs and solve their challenges.
Being a part of Zebra Nation means being seen, heard, valued, and respected. Drawing from our diverse perspectives, we collaborate to deliver on our purpose. Here you are a part of a team pushing boundaries to redefine the work of tomorrow for organizations, their employees, and those they serve.
You have opportunities to learn and lead at a forward-thinking company, defining your path to a fulfilling career while channeling your skills toward causes that you care about – locally and globally. We’ve only begun reimaging the future – for our people, our customers, and the world.
Let’s create tomorrow together.
Resolves problems with customers via telephone, email or chat sessions using full technical product
knowledge and interpersonal skills. Troubleshoots and addresses highly complex issues as escalated by
the team. Supports the effective operation of the Technical Support Team.
Responsibilities:
- Intermediate to advanced level skills in Linux
- Intermediate to advanced level skills in SQL or BigQuery
- Knowledge or experience in SAAS products
- Knowledge in Cloud environments (Azure/AWS) (GCP is preferable)
- Communicates varied technical solutions to customers via multiple channels using effective communication, listening and comprehension skills.
- Resolves escalated and complex technical issues.
- Develops and improves processes and tools and contribute to platform development.
- Analyzes and prepares reports on effectiveness and efficiency of support center.
- Resolves a diverse range of complex problems where analysis of data requires evaluation of a variety of moderately complex factors
- Maintains contact with vendors and internal technical team.
- Builds relationships with business leaders, technology business partners and customer support technicians.
- Demonstrates ability to articulate complex technical issues in simple to understand terms to both management and customers.
- Demonstrates ability to support less experienced agents and serve as an escalation point
- Demonstrates strong customer service, communication and problem solving skills
Qualifications:
Preferred Education
- Bachelor’s Degree or equivalent vocational qualification / experience
Preferred Work Experience (years)
- 5-8 years of experience
Key Skills and Competencies
- Intermediate to advanced 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)
- Intermediate to advanced skills in delegation and follow up
- Full knowledge of job related knowledge and procedures
Position Specific Information
Travel Requirements: 10%
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. If you are a victim of identity theft contact your local police department.
#J-18808-LjbffrTechnical Customer Support, II
Posted 7 days ago
Job Viewed
Job Description
Remote Work: Hybrid
Overview:
At Zebra, we are a community of innovators who come together to create new ways of working to make everyday life better. United by curiosity and care, we develop dynamic solutions that anticipate our customer’s and partner’s needs and solve their challenges.
Being a part of Zebra Nation means being seen, heard, valued, and respected. Drawing from our diverse perspectives, we collaborate to deliver on our purpose. Here you are a part of a team pushing boundaries to redefine the work of tomorrow for organizations, their employees, and those they serve.
You have opportunities to learn and lead at a forward-thinking company, defining your path to a fulfilling career while channeling your skills toward causes that you care about – locally and globally. We’ve only begun reimaging the future – for our people, our customers, and the world.
Let’s create tomorrow together.
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.
Responsibilities:
- 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.
Qualifications:
Minimum Education : High School or equivalent vocational qualification / experience
Minimum Work Experience (years) : 1-2 years of experience
Key Skills and Competencies:
• 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
Position Specific Information
Travel Requirements: Up to 10%
Able to Telework? Yes – hybrid work approach
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. If you are a victim of identity theft contact your local police department.
#J-18808-LjbffrTechnical Customer Support, I
Posted 8 days ago
Job Viewed
Job Description
Remote Work: Hybrid
Overview:
At Zebra, we are a community of innovators who come together to create new ways of working to make everyday life better. United by curiosity and care, we develop dynamic solutions that anticipate our customer’s and partner’s needs and solve their challenges.
Being a part of Zebra Nation means being seen, heard, valued, and respected. Drawing from our diverse perspectives, we collaborate to deliver on our purpose. Here you are a part of a team pushing boundaries to redefine the work of tomorrow for organizations, their employees, and those they serve.
You have opportunities to learn and lead at a forward-thinking company, defining your path to a fulfilling career while channeling your skills toward causes that you care about – locally and globally. We’ve only begun reimaging the future – for our people, our customers, and the world.
Let’s create tomorrow together.
Resolves problems with customers via telephone email or chat sessions using basic technical product knowledge and interpersonal skills. Troubleshoots problems with appropriate applications, products and vendors. Identifies and documents customer issues, and escalates as directed. Develops an understanding of multiple applications and platforms.
Responsibilities:
- 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
Qualifications:
- Bachelor's degree or Associate Degree (Technical Degree). Technical Certifications preferred
- 1-3 years demonstrated working experience required
- Basic computer literacy with a working knowledge of the Microsoft Office Package
- Demonstrates ability to articulate technical issues in simple to understand terms to both management and customers
- Demonstrates strong customer service and communication skills
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. If you are a victim of identity theft contact your local police department.
#J-18808-LjbffrTechnical Customer Support, I
Posted 10 days ago
Job Viewed
Job Description
Remote Work: No
Overview:
At Zebra, we are a community of innovators who come together to create new ways of working to make everyday life better. United by curiosity and care, we develop dynamic solutions that anticipate our customer’s and partner’s needs and solve their challenges.
Being a part of Zebra Nation means being seen, heard, valued, and respected. Drawing from our diverse perspectives, we collaborate to deliver on our purpose. Here you are a part of a team pushing boundaries to redefine the work of tomorrow for organizations, their employees, and those they serve.
You have opportunities to learn and lead at a forward-thinking company, defining your path to a fulfilling career while channeling your skills toward causes that you care about – locally and globally. We’ve only begun reimagining the future – for our people, our customers, and the world.
Let’s create tomorrow together.
Resolves problems with customers via telephone, email, or chat sessions using basic technical product knowledge and interpersonal skills. Troubleshoots problems with appropriate applications, products, and vendors. Identifies and documents customer issues, and escalates as directed. Develops an understanding of multiple applications and platforms.
Responsibilities:
- 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.
Qualifications:
- Bachelor's degree or Associate Degree (Technical Degree). Technical Certifications preferred.
- 1-3 years demonstrated working experience required.
- Basic computer literacy with a working knowledge of the Microsoft Office Package.
- Demonstrates ability to articulate technical issues in simple to understand terms to both management and customers.
- Demonstrates strong customer service and communication skills.
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. If you are a victim of identity theft contact your local police department.
#J-18808-LjbffrTechnical & Customer Support Specialist
Posted 11 days ago
Job Viewed
Job Description
Join to apply for the Technical & Customer Support Executive role at Razer Inc.
Join to apply for the Technical & Customer Support Executive role at Razer Inc.
Get AI-powered advice on this job and more exclusive features.
Joining Razer will place you on a global mission to revolutionize the way the world games. Razer is a place to do great work , offering you the opportunity to make an impact globally while working across a global team located across 5 continents. Razer is also a great place to work, providing you the unique, gamer-centric experience that will put you in an accelerated growth, both personally and professionally.
Job Responsibilities
Position Overview:
As a Technical & Customer Support Specialist, you will provide technical assistance and support to merchants and customers utilizing our payment gateway services. You will focus on learning and mastering the technical aspects of payment processing, troubleshooting basic technical issues, and assisting merchants with integration and configuration tasks under the guidance of senior team members.
Key Responsibilities
Technical Issue Resolution
- Provide first-line support, timely and effective technical assistance for technical issues related to payment processing systems, including but not limited to transaction failures, connectivity issues, API integrations, onboarding and etc to customers and merchants via phone, email, chat, and ticketing system.
- Troubleshoot and resolve basic technical issues related to payment processing online and offline, including transaction failures, integration problems, and API issues promptly, utilizing available tools, resources, and documentation.
- Assist customers/merchants with account setup, configuration, and integration of our payment gateway with their websites or applications.
- Work collaboratively with senior team members to escalate and follow up on complex technical issues until resolution is achieved.
- Collaborate with internal teams, including product development, engineering, and QA, to escalate and resolve complex technical issues.
- Document troubleshooting steps, resolutions, and other relevant information for future reference and to contribute to the development of our knowledge base.
- Assist in monitoring the performance and reliability of payment processing systems, identifying and reporting any anomalies or potential issues.
- Document and maintain accurate records of customer interactions, technical issues, and resolutions.
- Work with the seniors and operations managers to execute routine system maintenance tasks, such as software updates, database maintenance, and server configuration changes.
- Participate in testing and quality assurance processes for system upgrades, new features, and integrations.
- Provide educational support to customers and merchants on using the payment gateway effectively.
- Contribute to the development and improvement of operational procedures and documentation.
- Communicate with clients and merchants to gather information about reported issues, provide updates on ongoing investigations, and ensure timely resolution.
- Respond to client inquiries and requests for assistance in a professional and courteous manner, maintaining high levels of customer satisfaction.
- Collaborate with account managers and sales teams to address client concerns and provide technical insights during pre-sales and post-sales interactions.
- Continuously seek opportunities to improve the customer support process, streamline workflows, and enhance the overall customer experience.
- Stay updated on industry trends, regulatory changes, and security standards related to payment processing.
- Work closely with cross-functional teams, including development, QA, product management, and customer support, to address technical and operational challenges.
- Actively participate in team meetings, study case, training sessions, and knowledge-sharing initiatives to enhance technical skills and domain knowledge.
- Share insights, best practices, and lessons learned with colleagues to foster a culture of continuous improvement and collaboration.
Requirements / Qualifications And Skills
- Candidate must possess at least a Bachelor's Degree, Post Graduate Diploma, Professional Degree, Computer Science/Information Technology or equivalent.
- Minimum of 1 year(s) of experience in a relevant field is required.
- Preferably with prior experience in technical support or customer service within the fintech or payment processing industry.
- Familiarity with payment processing systems, APIs, electronic transactions and web technologies is a plus.
- Familiarity with ticketing systems and CRM software.
- Strong troubleshooting and problem-solving skills.
- Strong customer service orientation, with the ability to communicate technical concepts effectively to non-technical users and maintain a positive customer experience.
- Excellent verbal and written communication skills, with the ability to convey technical information clearly and concisely. Multilingual skills language is encouraged (Bahasa Malaysia, English languages).
- Capable of working independently and collaboratively in a dynamic work environment.
- Flexibility and adaptability to quickly learn new technologies and tools, as well as to navigate changing priorities and requirements.
- Strong team player with a collaborative mindset, willing to contribute to the success of the team and the organization as a whole.
- Willingness to adapt to any changes in position, scope, or responsibilities as needed by the organization.
- Fresh graduates are also encouraged to apply.
- Willingness to work extended hours, including occasional evenings, weekends, or public holidays, to provide support for local and regional teams, as well as clients across different time zones, as needed.
- Willingness to work in I-City.
Are you game? Seniority level
- Seniority level Entry level
- Employment type Full-time
- Job function Other
- Industries Computers and Electronics Manufacturing
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#J-18808-LjbffrTechnical & Customer Support Specialist
Posted 11 days ago
Job Viewed
Job Description
Joining Razer will place you on a global mission to revolutionize the way the world games. Razer is a place to do great work , offering you the opportunity to make an impact globally while working across a global team located across 5 continents. Razer is also a great place to work, providing you the unique, gamer-centric #LifeAtRazer experience that will put you in an accelerated growth, both personally and professionally.
Job Responsibilities:As a Technical & Customer Support Specialist for our payment gateway, you'll play a key role in helping merchants who are using our payment processing services. Your responsibilities will include assisting with onboarding, handling merchant inquiries, and ensuring their experience with our payment gateway is seamless. This position requires good communication skills, basic technical knowledge, and a focus on customer satisfaction.
Key Responsibilities:Technical Issue Resolution
Provide first-line support and timely technical assistance for issues related to payment processing systems, including transaction failures, connectivity issues, API integrations, onboarding, and more via phone, email, chat, and ticketing system.
Troubleshoot and resolve basic technical issues, such as transaction failures and API problems, using available tools and documentation.
Assist customers/merchants with account setup, configuration, and payment gateway integration with their websites or applications.
Collaborate with senior team members to escalate and resolve complex technical issues efficiently.
Work with internal teams, including product development, engineering, and QA, to address escalated technical issues.
Document troubleshooting steps and resolutions to contribute to the knowledge base.
Operational Support
Monitor payment processing systems for performance and reliability, reporting anomalies or potential issues.
Maintain accurate records of customer interactions, technical issues, and resolutions.
Collaborate with seniors and operations managers on routine system maintenance, including software updates and server configurations.
Participate in testing and quality assurance processes for system upgrades and new features.
Educate customers and merchants on effective use of the payment gateway.
Contribute to the improvement of operational procedures and documentation.
Client Interaction and Communication
Engage with clients and merchants to gather information about issues, provide updates, and ensure timely resolutions.
Respond professionally to client inquiries, ensuring high customer satisfaction.
Collaborate with account managers and sales teams to address client concerns and provide technical insights during pre- and post-sales interactions.
Seek opportunities to improve customer support processes and enhance the overall experience.
Collaboration and Knowledge Sharing
Stay updated on industry trends, regulatory changes, and payment processing security standards.
Collaborate with development, QA, product management, and customer support teams to address challenges.
Actively participate in team meetings, case studies, training, and knowledge-sharing initiatives.
Share insights and best practices to promote continuous improvement and teamwork.
Additional Information
This role may require occasional evening or weekend work to support clients in different time zones.
Training will be provided on products and processes.
Excellent opportunity to gain fintech industry experience and grow in technical support.
Education: Bachelor’s Degree, Post Graduate Diploma, Professional Degree in Computer Science/Information Technology, or equivalent.
Experience: Minimum of 1 year in a relevant field; fresh graduates are encouraged to apply.
Technical Knowledge:
Prior experience in technical support or customer service within the fintech or payment processing industry is preferred.
Familiarity with payment processing systems, APIs, electronic transactions, and web technologies is a plus.
Experience with ticketing systems and CRM software.
Strong troubleshooting and problem-solving skills.
Soft Skills:
Strong customer service orientation and the ability to explain technical concepts to non-technical users.
Excellent verbal and written communication skills; multilingual skills (Bahasa Malaysia, English) are encouraged.
Collaborative team player with flexibility to adapt to changing priorities.
Initiative to learn new technologies and tools quickly.
Additional Requirements:
Willingness to work extended hours, including evenings, weekends, or public holidays, as needed.
Willingness to work in I-City and adapt to changes in responsibilities or scope.
Pre-Requisites:
Are you game?
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Technical Customer Support, II
Posted 4 days ago
Job Viewed
Job Description
Overview:
At Zebra, we are a community of innovators who come together to create new ways of working to make everyday life better. United by curiosity and care, we develop dynamic solutions that anticipate our customer's and partner's needs and solve their challenges.
Being a part of Zebra Nation means being seen, heard, valued, and respected. Drawing from our diverse perspectives, we collaborate to deliver on our purpose. Here you are a part of a team pushing boundaries to redefine the work of tomorrow for organizations, their employees, and those they serve.
You have opportunities to learn and lead at a forward-thinking company, defining your path to a fulfilling career while channeling your skills toward causes that you care about - locally and globally. We've only begun reimaging the future - for our people, our customers, and the world.
Let's create tomorrow together.
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.
Responsibilities:
+ Intermediate to advanced level skills in Linux
+ Intermediate to advanced level skills in SQL or BigQuery
+ Knowledge or experience in SAAS products
+ Knowledge in Cloud environments (Azure/AWS) (GCP is preferable)
+ 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.
Qualifications:
Minimum Education: High School or equivalent vocational qualification / experience
Minimum Work Experience (years) : 1-2 years of experience
Key Skills and Competencies:
- 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
Position Specific Information
Travel Requirements: Up to 10%
Able to Telework? Yes - hybrid work approach
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. If you are a victim of identity theft contact your local police department.
Technical Customer Support, II
Posted 4 days ago
Job Viewed
Job Description
Overview:
At Zebra, we are a community of innovators who come together to create new ways of working to make everyday life better. United by curiosity and care, we develop dynamic solutions that anticipate our customer's and partner's needs and solve their challenges.
Being a part of Zebra Nation means being seen, heard, valued, and respected. Drawing from our diverse perspectives, we collaborate to deliver on our purpose. Here you are a part of a team pushing boundaries to redefine the work of tomorrow for organizations, their employees, and those they serve.
You have opportunities to learn and lead at a forward-thinking company, defining your path to a fulfilling career while channeling your skills toward causes that you care about - locally and globally. We've only begun reimaging the future - for our people, our customers, and the world.
Let's create tomorrow together.
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.
Responsibilities:
+ Intermediate to advanced level skills in Linux
+ Intermediate to advanced level skills in SQL or BigQuery
+ Knowledge or experience in SAAS products
+ Knowledge in Cloud environments (Azure/AWS) (GCP is preferable)
+ 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.
Qualifications:
Minimum Education: High School or equivalent vocational qualification / experience
Minimum Work Experience (years) : 1-2 years of experience
Key Skills and Competencies:
- 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
Position Specific Information
Travel Requirements: Up to 10%
Able to Telework? Yes - hybrid work approach
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. If you are a victim of identity theft contact your local police department.
Technical Customer Support, Senior
Posted 5 days ago
Job Viewed
Job Description
Overview:
At Zebra, we are a community of innovators who come together to create new ways of working to make everyday life better. United by curiosity and care, we develop dynamic solutions that anticipate our customer's and partner's needs and solve their challenges.
Being a part of Zebra Nation means being seen, heard, valued, and respected. Drawing from our diverse perspectives, we collaborate to deliver on our purpose. Here you are a part of a team pushing boundaries to redefine the work of tomorrow for organizations, their employees, and those they serve.
You have opportunities to learn and lead at a forward-thinking company, defining your path to a fulfilling career while channeling your skills toward causes that you care about - locally and globally. We've only begun reimaging the future - for our people, our customers, and the world.
Let's create tomorrow together.
Resolves problems with customers via telephone, email or chat sessions using full technical product
knowledge and interpersonal skills. Troubleshoots and addresses highly complex issues as escalated by
the team. Supports the effective operation of the Technical Support Team.
Responsibilities:
+ Intermediate to advanced level skills in Linux
+ Intermediate to advanced level skills in SQL or BigQuery
+ Knowledge or experience in SAAS products
+ Knowledge in Cloud environments (Azure/AWS) (GCP is preferable)
+ Communicates varied technical solutions to customers via multiple channels using effective communication, listening and comprehension skills.
+ Resolves escalated and complex technical issues.
+ Develops and improves processes and tools and contribute to platform development.
+ Analyzes and prepares reports on effectiveness and efficiency of support center.
+ Resolves a diverse range of complex problems where analysis of data requires evaluation of a variety of moderately complex factors
+ Maintains contact with vendors and internal technical team.
+ Builds relationships with business leaders, technology business partners and customer support technicians.
+ Demonstrates ability to articulate complex technical issues in simple to understand terms to both management and customers.
+ Demonstrates ability to support less experienced agents and serve as an escalation point
+ Demonstrates strong customer service, communication and problem solving skills
Qualifications:
Preferred Education
+ Bachelor's Degree or equivalent vocational qualification / experience
Preferred Work Experience (years)
+ 5-8 years of experience
Key Skills and Competencies
+ Intermediate to advanced 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)
+ Intermediate to advanced skills in delegation and follow up
+ Full knowledge of job related knowledge and procedures
Position Specific Information
Travel Requirements: 10%
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. If you are a victim of identity theft contact your local police department.