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.
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We are looking for a customer focused and passionate team player to join our Cloud product specialist team. You must be technically minded and willing to acquire in depth understanding of the entire Zebra SaaS product suite used by our customers.
Reflexis, now part of Zebra Technologies is a positive, collaborative, and collegial workplace. We pride ourselves on doing amazing work and we're committed to growing a great team of people who love what they do.
Responsibilities:
• To resolve complex technical queries and issues of Zebra product functionality and defect correction as well as coordinating with the software engineering for product support.
• Must be able to demonstrate excellent troubleshooting and problem-solving skills.
• Ensure complete documentation of all activities undertaken with respect to the ticket in the case log & follows established Case Management Best Practices.
• Ability to timely Escalate (Approach to handle issues to understand when to escalate what will be handled by themselves), attention to detail, ability to research and able to arrive at a solution and challenges the process and comes up with different alternatives.
• Understands the definition of requirements for improving processes and systems, enhancing their sustainability, and the quantification of potential business benefits.
• Conduct SaaS service request studies, consistently assess and analyze the impact of existing and new features
• Propose improvements to existing features, communicate and priorities these changes via Product improvement requests.
• Stays current with product and industry updates and changes
• Identifies assesses criticality and prioritizes resolution of all new and existing issues
• Able to work independently and collaboratively to solve customer issues
• Actively partners with customer success team (L1) and internal resources (where needed) in issue resolution
• Identifies the need to escalate complex or risk issues to appropriate senior staff.
• Represent the technical team in customer calls and resolve customer queries and problems of medium to large technical complexity.
• Work with the customers/partners to establish the root cause of problems and provide end-to-end service support
• Provide workarounds / code flows & product configurations based on the priority of the issues
• Identify and provide resolutions to the performance issues
• Working with IT developers to facilitate better coordination among operations, and streamlining the integration and deployment process
• Maintaining application-level monitoring using shell scripts
Qualifications:
- Preferred Education: Bachelor's or Masters degree in an appropriate engineering discipline required.
- Preferred Work Experience (years):Bachelors degree and 2+ years or Masters degree with no experience.
- All Other Regions: Bachelor's or Master's degree in an appropriate engineering
discipline required - Preferred work experience (years): 2+ years experience
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.