Experience Inc. Jobs

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 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.

Non-technical customer support role

• Responsibilities include:

• 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

• Required skills and experience:

• 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

• Work schedule:

• EMEA timing: Shift start times rotate between 1 PM and 4 PM

• Monday to Friday shifts only

• Benefits:

• Shift afternoon allowance provided

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.

• 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

Note: The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties, abilities, and skills required of personnel so classified.

Qualifications:

Job Requirements

Preferred Education: High School or equivalent vocational qualification / experience

Preferred 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: N/A

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 (https://www.zebra.com/ap/en.html) 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.