Technical Resolution Specialist

4 weeks ago

Basingstoke, Hampshire, United Kingdom Zebra Technologies Full time
Job Title: Technical Resolution Specialist

At Zebra Technologies, 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.

Key Responsibilities:
  • Leverage deep knowledge of the organization and Zebra's business processes and solutions to drive resolution of complex issues not resolved within service level agreements or through the normal support path with focus on quick restoration of service to normal levels and minimizing impact on the customer's operations.
  • Cases are typically critical in nature – with immediate, widespread/significant, direct impact on a customer's operation.
  • Project manage resolution of the issue by collaborating internally with engineering, technical support, customer and partner services, IT and other stakeholders as appropriate.
  • Own internal reporting/updates on the status of resolution to management and other stakeholders until resolved.
  • Resolution may include redirecting the case to other functional teams (Customer and partner services, core technical support, repair operations or, supply chain or other organizations) with specific instructions on next steps to take.
  • Identify trends in incident cases or data. Use data to drive recommendations for changes to service, training, or business process.
  • Proactively work with management to identify and address incidents that may be ageing or escalating or may be considered.
Qualifications:
  • Bachelor's degree.
  • 7 years or more work experience.
  • Intermediate to advanced understanding of Zebra's internal technical support processes and solutions.
  • Intermediate skill in Microsoft office applications – Word, Excel, Outlook and PowerPoint.
  • Strong project management skills. PMBOK or similar certification strongly preferred.
  • 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.
Benefits:
  • 25 days of vacation.
  • Up to 32 hours paid time off per year to volunteer with a charity of your choice.
  • Reward & Recognition scheme - earn points to spend online.
  • Training and personal development in soft skills and hard skills, access to our internal learning portal and internal career opportunities within Zebra departments.
  • Annual bonuses based on financial results.
  • Yearly salary increases according to individual performance.
  • Employee referral bonus for bringing New Talent to Zebra.
  • Pension Scheme with a matched contribution up to 7%.
  • Private medical and dental cover.
  • Access to an innovative online learning platform.
  • Cycle to work scheme.
  • Employee Assistance Program.

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.

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