Technical Customer Support, II

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.

• 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.
  

Minimum 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

Preferred Qualifications

• 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-past environment
• Excellent verbal and written communications skills specifically customer relations skills
• Problem analysis and resolution skills; Excellent critical thinking and organizational skills

Zebra is an equal opportunity/affirmative action employer committed to a diverse and inclusive workplace All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identify, national origin, disability and 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 workplace.accommodations@zebra.com. 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.

Know Your Rights:

https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf

Conozca sus Derechos:

https://www.eeoc.gov/sites/default/files/2022-10/22-088_EEOC_KnowYourRightsSp_10_20.pdf

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.

Zebra is a federal contractor and is committed to an alcohol and drug free workplace. As a result, all U.S. based employees are subject to the Drug and Alcohol Free Workplace Policy and Procedure.

Zebra Total Rewards includes more than just pay and is structured to meet the needs of our changing global business and evolving talent. We are committed to providing our employees with a benefits program that is comprehensive and competitive – including healthcare, wellness, inclusion networks, and continued learning and development offerings. We offer community service days, in addition to the traditional insurances, compensation, parental leave, employee assistance program and paid time off offerings depending on the country where you work.

Salary: USD 54600.00 - USD 82000.00 Yearly

Salary offered will vary depending on your location, job-related skills, knowledge, and experience.
Additionally, all Zebra roles are eligible for cash incentive programs. For example, sales roles have additional opportunity to earn substantial variable compensation tied to quota achievement. In most other roles, the Zebra annual cash incentive program links Company and individual performance together. Some roles may also be eligible for long-term incentive equity awards.