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About the Role
Resolves customer technical issues via telephone, email, or chat, providing expert support for Zebra's product families. This role involves troubleshooting complex problems, supporting the Technical Support Team, and ensuring effective customer and partner assistance.
Responsibilities
- Resolve customer technical issues via telephone, email, or chat.
- Troubleshoot and address highly complex escalated issues.
- Support the effective operation of the Technical Support Team.
- Provide timely and accurate post-sales technical assistance and support.
- Perform remote or on-site troubleshooting for system integration and customer issues.
- Provide second-level support to partners and Level 1 representatives.
- Maintain accurate online records of support calls using CRM software.
- Facilitate Systemic Problem Reports (SPR) to the Engineering Department.
- Provide technical training and ongoing mentoring for Level 1 support personnel.
- Make regular contributions to knowledgebase systems and call escalation reduction initiatives.
- Contribute, review, and approve knowledgebase content.
- Collaborate with Sales Engineers, Account Sales Teams, Customer Experience Managers, and Product Teams.
- Ensure proper software/hardware diagnostics and debug tools are available.
- Provide regular case updates and reporting.
- Participate in new product trainings and beta programs.
- Promote Zebra core values with a positive image.
- Perform additional duties as assigned by Supervisor/Manager.
Requirements
- Maintain a high degree of technical competence and expertise in Enterprise Printer product families, Advanced Data Capture (Scanner product), or Enterprise Mobile Computer, RFID.
- Ability to work shift as per requirement on 24x7 Global Supports or Standby support (APAC/EMEA/NALA time-zone).
Skills
- Technical product knowledge
- Interpersonal skills
- Technical troubleshooting
- System integration
- Product compatibility
- Customer configurations
- Knowledgebase management
- Communication
Location
- Tokyo, Japan
Work Type
- Hybrid
- On-site
- 24x7 Global Supports
- Standby support
Benefits
- Hybrid work
- Adaptable hours
- Summer Flex Fridays
- Focus Fridays
- Annual companywide well-being day
About the Company
- Zebra provides the foundation for intelligent operations with an award-winning portfolio of connected frontline, asset visibility and automation solutions.
- Organizations globally across retail, manufacturing, transportation, logistics, healthcare, and other industries rely on Zebra to deliver outcomes today while driving innovation for what's next.
- Zebra creates new ways of working that improve productivity and empower organizations to be better every day.