Description

Overview:

At Zebra, we are a community of innovators who come together to create new ways of working. United by curiosity and a culture of caring, we develop smart solutions that anticipate our customer's and partner's needs and solve their challenges.

Being part of Zebra Nation means you are seen, heard, valued, and respected. Drawing from our unique perspectives, we collaborate to deliver on our purpose. Here you are part of a team pushing boundaries today to redefine the work of tomorrow for organizations, their employees, and those they serve.

You'll have opportunities to learn and lead in a forward-thinking environment, defining your path to a fulfilling career while channeling your skills toward causes you care about-locally and globally.

Come make an impact every day at Zebra.

What We're Looking For:

Join our Managed Services (DMS) team as a Technical Support Specialist, where you will provide technical support to premium logistics and retail customers. You will be part of a collaborative, 30-person global team split between Brno and Penang, ensuring 24/7 coverage. In this specific role, your portfolio will include major UK logistics clients, a leading Spanish supermarket chain, and various US customers.

This role is based in our Brno office and offers a flexible hybrid working model. You can choose to work 3 days from the office and 2 days from home, or, if you prefer, you have the option to work all 5 days in the office.

To ensure seamless support for our global clients, this role operates on a rotational monthly schedule:

• Month 1: Monday - Friday coverage. You will rotate weekly between three 8.5-hour shifts starting at 6:00 AM, 8:00 AM, and 10:00 AM.
• Month 2: Tuesday - Saturday coverage from 8:00 AM to 4:30 PM.

Responsibilities:

• Provide exceptional multi-channel technical support (phone, chat, email) to our premium customers.
• Troubleshoot and resolve handheld device issues by accurately following documented, customer-specific processes and scripts.
• Utilise Mobile Device Management (MDM) and remote-control tools to access and troubleshoot handheld devices.
• Gather required information (e.g., device serial numbers), run diagnostic checks, apply scripted remediation steps, and efficiently escalate complex issues when needed.
• Collaborate cross-functionally on a regular basis with agents, onboarding teams, project managers, service managers, and business analytics.

Qualifications:

- Minimum Qualifications:

• Fluent in English and Spanish (both written and spoken).
• Experience in a customer-facing role (e.g., call centre, retail, hospitality). We welcome candidates at all levels, including students or those looking for their first professional role, provided you have a proven track record of delivering excellent customer service.
• Strong, clear communication skills.

- Preferred Qualifications:

• Experience with Excel, Power BI, or similar analytics tools.
• Basic technical knowledge (e.g., networking fundamentals, coding).
• Fluency in an additional European language.

Benefits:

• 5 weeks of vacation, 5 sick days and 2 volunteer days paid off.
• Multisport card at a reduced price.
• Meal contribution.
• Monthly contribution 1000 CZK/month in the form of credits on your Benefit Plus card with a cafeteria system where you can choose from a wide range of activities/benefits from Health, Sports, Travel, Wellness, Development, Culture up to company Language courses.
• 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.
• Free beverages and fruit days (coffee, tea, milk available in our kitchenette).
• Life & Pension insurance contribution.
• New modern and multifunctional workplace at Vlněna Office park in the city centre
• Discount at our partners (Banks, HP, Dell, Microsoft Office).

Incentive Compensation:
In addition to base pay, Zebra offers this role the opportunity to earn a performance-based annual cash incentive, at a target equal to 3% of base pay, in accordance with the terms of the applicable incentive plan.

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.