Solution Support, II

at Zebra Technologies in Augusta, Maine, United States

Job Description

Remote Work: Yes Overview: At Zebra, we’re reinventing how businesses operate at the enterprise edge – helping them run faster, smarter, and more connected than ever before. A community of builders, doers and problem solvers, we each play an outstanding role – crafting new technologies, bringing solutions to market, and participate with Companies on the front line of business. Zebra Prescriptive Analytics (part of Zebra Technologies software solutions business unit) is the leading prescriptive analytics provider for retail and consumer packaged goods industries. ZPA’s prescriptive analytics solution leverages pattern detection and machine learning to identify opportunities that impact sales and margin. ZPA takes retail and CPG company data and identifies areas for improvement including: inventory accuracy, out of stocks, pricing accuracy, unsellable merchandise, and assortment discrepancies. In this exciting role, you r esolve problems for customers using full technical product knowledge and interpersonal skills. This position troubleshoots and addresses complex issues as escalated by the team and supports the effective operation of the Product Support Team. Remote, United States Responsibilities: + Ensure full cycle case management including intermediate technical troubleshooting, case escalations, and root cause analysis for issues that are reported by customers + Provides Saas application support managing multiple tickets related to a spectrum of technical problems + Works on a full range of problems of moderate scope that require selection and/or modification of existing procedures and processes + Analyzes and corrects product issues/malfunctions with intermittent supervision on day-to-day work and general supervision on new assignments + Contributes and maintains timely technical documentation on the customer support knowledgebase. + Solves problems in a timely manner using full understanding of the product functions and features and customer environment + Networks with senior, internal and external, personnel in own area of expertise. Frequent communication with inter-organizational and outside customer contacts + Must have strong written and spoken communication skills, including communicating ideas easily and effectively to diverse audiences, small and large + Candidate may be required to be available on-call on a rotational basis Qualifications: Minimum Education: + Bachelor’s degree or equivalent vocational qualification / experience + 3+ years of experience Preferred Qualifications: + Database server experience (SQL Server) including ability to write/understand SQL queries + Customer service values / orientation + Solid professional work behaviors (attendance, teamwork, time management) + Google Cloud Platform, especially Log Explorer or Big Query (experience a plus) + Application Performance Analysis (experience a plus) + Mobile phone applications (experience a plus) + Salesforce (experience a plus) Come join the herd! Zebra is an equal opportunity/affirmative action employer committed to a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, ancestry, marital status, age, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by law. If you are an individual with a disability and need assistance in applying for a position, please contact us at The EEO is the Law poster is available here: The EEO is the Law poster supplement is available here: We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. Salary: USD 62500.00 – USD 93800.00 Yearly

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Job Posting: JC220664595

Posted On: Aug 07, 2022

Updated On: Sep 09, 2022