Issue Escalation: Identifies and escalates complex problems under direct supervision .
Process Execution: Works on a limited variety of problems of limited scope using defined procedures and practices .
Collaboration: Collaborates with fellow technicians and supervisor to solve problems .
Continuous Learning: Familiarizes self with new technologies, products, and platforms .
Articulation: Demonstrates the ability to articulate technical issues in simple-to-understand terms to both management and customers .
Core Skills: Demonstrates strong customer service, communication, and problem-solving skills .
Minimum Qualifications
Education: Bachelor’s degree in Systems Engineering, Computer Science, IT, or a closely related technical field (or equivalent practical technical experience).
Experience: 1–2+ years of professional experience in technical customer support, IT helpdesk, or customer service operations.
Shift Flexibility: Full availability and commitment to work the Mexico Night Shift (EMEA support hours: 12:00 AM – 8:00 AM or 1:00 AM – 9:00 AM, Monday to Friday).
Hybrid Work Model Commitment: Must be fully aligned with the hybrid schedule:Work from Home (WFH): Monday, Tuesday, and Friday.On-site (At the office - ZMX53): Wednesday and Thursday.
Language Skills: Advanced, fluent professional English (both verbal and written) to effectively communicate technical solutions to global customers.
Support Channels: Proven experience resolving customer issues through telephone, email, and live chat sessions.
Technical Basics: Foundational knowledge of operating systems, basic networking concepts, and standard IT troubleshooting practices.
Preferred Qualifications
Multilingual Capability: Fluent or conversational Portuguese (or managing multiple languages) is highly preferred to support diverse regional customer queries.
Industry Background: Prior experience working in high-volume, structured service environments within top-tier global tech service providers (e.g., Tech Mahindra, Accenture, CompuCom).
Zebra Product Familiarity: Basic understanding or familiarity with enterprise hardware solutions, data capture technology (barcode scanners, mobile computing), or thermal printing systems.
Ticket Management: Hands-on experience using enterprise ticketing systems (e.g., Salesforce, ServiceNow) for logging, tracking, and documenting cases.
Key Skills and Competencies
Multitasking Chat Management: Outstanding ability to handle multiple live customer chat sessions simultaneously while maintaining response quality and speed.
Real-Time & Accurate Documentation: Strong discipline in fully documenting customer interactions, troubleshooting steps, and technical outcomes in real-time within the CRM.
Active Listening & Communication: Exceptional customer service skills, with the ability to articulate complex technical issues in simple, easy-to-understand terms for both customers and internal management.
Basic Troubleshooting & Problem Solving: Solid analytical skills to solve customer issues within defined quality standards using a basic understanding of software, hardware, and networks.
Issue Escalation: Ability to identify complex, high-impact problems quickly and escalate them under direct supervision with complete diagnostic details.
Collaboration & Teamwork: A collaborative mindset to work effectively alongside fellow technicians, system engineers, and supervisors to solve recurring problems.
Continuous Learning & Adaptability: High curiosity and learning agility to quickly adapt to new enterprise platforms, products, and evolving technologies.
Benefits
We understand the importance of work-life balance and wellbeing, which is why we offer flexibility for our teams including: hybrid work, adaptable hours, Summer Flex Fridays, Focus Fridays, and an annual companywide well-being day to promote revitalization and success.
Job Posting Statement
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.
AI Technology Statement
Zebra Technologies leverages AI technology to evaluate job applications using objective, job-relevant criteria. This approach enhances efficiency and promotes fairness in the hiring process. However, every decision regarding interviews and hiring is made by our dedicated team, because we believe people make the best decisions about people. For more on how we use technology in hiring and how we process applicant data, see our Zebra Privacy Policy.
