Escalations Specialist, Advisor - Kuala Lumpur, Malaysia - Zebra
Description
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.
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.
• Leverages 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
• 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, IT 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
• 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
• 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 or may be considered
• 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
• Local language requirement may also apply
• Travel Requirements 10% of the time
• Ability to telework 10% of the time