[Hiring] Technical Customer Support, II @Zebra Technologies

Role Description

As a member of the Zebra Sports Team, the Technical Customer Support II will provide analytical, consultative, and technical support for Zebra Sports Systems. The system uses wireless location technology to track the movement of athletes during practice and builds player tactical, schematic, and performance metrics which benefits coaches, trainers, scouts, and club management through a variety of software and data platforms.

The Technical Customer Support II will provide technical support to clients and internal team members, by performing configuration, remote diagnosis, monitoring, and support of software and hardware devices. They will also proactively bring new insights and initiatives forward to enhance the product for existing and potential new customers. This position may interact with Business Development and Product Management team members to provide technical assistance required for sales campaigns and product demonstrations.

This is a remote position and candidate must reside in Eastern or Central time zones.

Responsibilities:

• Diagnosing, repairing, and resolving technical hardware/software issues via remote tools or direct, in-person assistance.
• Technical understanding and ability to troubleshoot TCP/IP networks.
• Communicates varied technical solutions to customers via multiple channels using effective communication, listening, and comprehension skills.
• Tracking and routing support requests using CRM/ticketing software, thoroughly documenting resolutions.
• Fully documents customer interactions in real-time; may author content for review.
• Identifying, prioritizing, and escalating complex or urgent technical issues to senior engineers or developers.
• Solves problems in a timely manner using full understanding of the product functions and features and customer environment.
• Maintaining deep knowledge of company products, staying current with updates, and providing feedback to product teams.
• Demonstrates the ability to articulate technical issues in simple to understand terms to both management and customers.
• Training users on new software or hardware, creating technical documentation, and assisting with installations.
• Collaborates with fellow technicians and supervisor to solve complex problems.

Qualifications

• High School or equivalent vocational qualification / experience (Associate Degree preferred).
• 1+ years of experience within a customer focus position involving technical knowledge of a company's products and services.
• Deep understanding of American football, including the rules, gameplay flow, player positions, and in-game events within the NFL, with familiarity of NFL Next Gen Stats (NGS) data and metrics to effectively support, troubleshoot, and communicate issues related to the live game data and advanced player tracking systems.
• Ability to travel internationally.
• Must reside in Eastern or Central time zones.

Requirements

• Degree in Sports Science, Computer Science or technical degree is preferred.
• 2+ years of experience within a customer focus position involving technical knowledge of a company's products and services.
• Player Tracking Systems or related technology - GPS, RFID, video tracking, WIFI.
• Proficient computer system and application skills - understanding of IP networks.
• Proven professionalism working with high-profile clients in a fast-paced environment.
• Excellent verbal and written communications skills specifically customer relations skills.
• Problem analysis and resolution skills.
• Excellent critical thinking and organizational skills.

Benefits

• Healthcare and wellness programs.
• Inclusion networks.
• Continued learning and development offerings.
• Community service days.
• Traditional insurances and compensation.
• Parental leave.
• Employee assistance program.
• Paid time off offerings depending on the country where you work.