Permanent Vacancies in Zebra Technologies Malaysia Sdn Bhd

Technical Support Specialist (Scanner Support)

Overview

Provides primary technical support on Zebra Data Capture Solution Scanners products, including issue isolation, troubleshooting, problem resolution and Hardware Products system installation assistance to critical customers, resellers, and end users of Zebra’s products based on 24x7 follow the sun model support.

Responsibilities

• Provide telephone and email support on Zebra Data Capture Solutions Scanner products and software to Zebra channel partners and end-users.
• Assists clients in installing and effectively using the Zebra Scanner products for their application.
• Provide on-site support for major projects, both locally and overseas.
• Participate actively in identifying and helping to solve operational issues in customer systems
• Identifies bugs and makes recommendations and/or enhancements based on user feedback.
• Ensures customer satisfaction by promptly answering customer requests for assistance.
• Works to achieve targeted service metrics related to average speed of answer, abandonment rates, and average inbound call length.
• Escalates cases to a Technical Advisor or Group Leader after exhausting all methods to resolve the case within the context of the customer issue.
• Escalates customer complaints related to fit, form, or functionality to the Quality Assurance department in a timely manner.
• Models corporate and departmental policies, ISO procedures, and terms & conditions of sale.
• Maintain records of daily data communication transactions, problems and remedial actions taken in the system.
• Performs other duties as assigned.

Qualifications

• Degree or Diploma in Electrical Engineering, Computer Science, IT or a related field or work experience in computer technology.
• 1 or more years direct customer support experience in computer systems.
• Fresh graduated keen on experiencing support centre environment are encouraged to apply
• Knowledge of data communications including RS-232, Keyboard Wedge, Scanner Emulation, USB and Synapse.
• Basic understanding on 1D, 2D, barcode symbologies.
• Familiarize with scanning technology, bar-code applications, and symbologies is a plus.
• Strong written and verbal communication skills.
• Basic programming and Network communications skills.
• Effective presentation skills is a plus
• Strong problem solving skills
• Able to understand and converse in English or Mandarin.
• 1-3 years Support Center/Help Desk experience in a direct customer support role is a plus
• Able to work shift

Just note that this is a permanent position however candidate should have good communication skills and hold relevant IT degrees for the technical and NOC position.

Interested candidates please email resume to Joel John at JTRM83@zebra.com
www.zebra.com