Escalations Specialist, Advisor

4 days ago


Basingstoke, United Kingdom Zebra Technologies Full time

**Remote Work: Yes**

**Overview**:
At Zebra, we extend the edge of possibility by shaping the future of work on the front line—reinventing how businesses run and moving society forward.

We are a community of changemakers, innovators and doers who come together to deliver a performance edge to the front line of business. We develop new technologies and create new solutions with partners to help organizations act with greater visibility, connectivity, and intelligence—delivering better experiences for workers and those they serve.

Being a part of Zebra means being seen, heard, valued, and respected as you define your path to a fulfilling career. Here, you'll have opportunities to learn and lead at a leading company, and you can channel your skills towards causes that you and the Zebra community care about, locally, and globally.

Together, we've only begun to define the edge of what's possible—for our people, our customers, and the world.

**Escalations Specialist, Advisor** owns resolution of cases or issues not resolved within the normal service level agreements or normal business process, brings cases to resolution to the mutual satisfaction of Zebra and the customer, addresses issues typically of global or similar scope or high priority customers.

**Responsibilities**:

- Works with key stakeholders (development, engineering, infrastructure, product management) to develop a short-time fix so that client SaaS operations can be restored as quickly as possible
- Drives resolution of complex unresolved issues within service level agreements or through the normal support path.
- Handles cases that are critical in nature - with immediate, widespread /significant, direct impact on
a customer’s operation
- Does not directly troubleshoot or solve technical cases, but rather project manages resolution of the issue by collaborating internally with engineering, technical support, customer and partner
services and other stakeholders as appropriate.
- Updates the customer directly where appropriate and feeds updates and resolution to assigned customer-facing resources to convey
- Communicates directly and regularly with senior management internally and in the customer’s organization
- Leverages strong influencing skills to resolve issues
- Owns internal reporting / updates on the status of resolution to management and other stakeholders until resolved
- As needed, redirects cases to other functional teams (Customer and partner services and core technical support) with specific instructions on next steps to take
- Identifies trends in incident cases or data.
- Uses data to drive recommendations for changes to service, training, or business process
- Proactively works with management to identify and address incidents that may be ageing or escalating

**Qualifications**:

- Bachelor’s degree
- 7 years or more work experience
- Intermediate to advanced understanding of Zebra’s internal technical support processes
and solutions
- Strong project management skills
- Strong written communication skills and attention to detail
- Strong customer facing skills including translation of technical content to a non-technical
audience, positioning progress positively and diplomatically resolving conflicts as they occur
- Strong presentation skills, with experience delivering to Director level audiences
- Solid professional work behaviors - attendance, teamwork, time management
- Local language requirement may also apply
- Travel Requirements 10% of the time

**Benefits**
- Group Personal Pension Plan
- Life Insurance
- Income Protection
- Development
- Going the Extra Mile (GEM) Awards
- Service Awards
- Professional Subscriptions
- Debt management
- Legal or financial assistance
- Stress or mental health
- Childcare
- Best Doctors: provides second medical opinion and online GP help
- Medical Treatment Sourcing Service
- 25 days' Annual Leave
- Community Relations
- Cycle to Work Scheme
- Employee Assistance Programme
- Private Medical Insurance
- Annual bonus and increase
- Zebra Incentive Plan



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