Escalations Specialist, Senior
NaSPA, Inc., Des Moines, IA, United States
Remote Work: Hybrid
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 a 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 a 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.
Owns resolution of cases or "incidents" not resolved within the normal service level agreements or normal technical support path. Brings cases to resolution to the mutual satisfaction of Zebra and the customer. Addresses issues of typically regional or similar scope.
Location Role is required to be onsite in México- CDMX office (Hybrid- Minimum of 3 days in the office per week).
Responsibilities
Leverages deep knowledge of the services organization and Zebra's solutions to drive resolution of complex "incidents" not resolved within service level agreements or through the normal customer/technical support path with focus on quick restoration of service to normal levels and minimizing impact on the customer's operations
Scope of "incidents" may be regional, or global in nature, regional and not considered "critical" case (per matrix to determine assignment to Critical Account Support Process (CASP) teams), but are considered urgent and require rapid successful resolution
Does not directly troubleshoot or solve technical cases, but rather project manages resolution of the issue by collaborating internally with engineering, technical support, Contract Administration, IT and other stakeholders as appropriate. Feeds updates and resolution to assigned CEM or other customer facing resources to convey to the customer
Owns internal reporting/updates on the status of resolution to management and other stakeholders until resolved Resolution may include redirecting the Issue to core technical support, repair operations or contracts teams with specific instructions on next steps to take
Works directly with the end customer to ensure full understanding of customer concerns and issues; maintains professional demeanor and instills customer confidence that the issue will be fully resolved in a timely manner
Demonstrates strong understanding and application of ITIL best practices around "Incident Management"
Qualifications Required Qualifications:
Bachelor's degree
5-8 years experience
Intermediate to advanced understanding of Zebra's internal Zebra support processes and solutions
Intermediate skill in Microsoft office applications -Word, Excel, Outlook and PowerPoint
Fluent level of English (written and verbal) as well as local language as applicable
Preferred Requirements:
Strong project management skill. PMBOK or similar certification strongly preferred
Strong written communication skills and attention to detail
Solid professional work behaviors-attendance teamwork, time management
Local language requirement may also apply
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.
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
.
#J-18808-Ljbffr
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 a 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 a 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.
Owns resolution of cases or "incidents" not resolved within the normal service level agreements or normal technical support path. Brings cases to resolution to the mutual satisfaction of Zebra and the customer. Addresses issues of typically regional or similar scope.
Location Role is required to be onsite in México- CDMX office (Hybrid- Minimum of 3 days in the office per week).
Responsibilities
Leverages deep knowledge of the services organization and Zebra's solutions to drive resolution of complex "incidents" not resolved within service level agreements or through the normal customer/technical support path with focus on quick restoration of service to normal levels and minimizing impact on the customer's operations
Scope of "incidents" may be regional, or global in nature, regional and not considered "critical" case (per matrix to determine assignment to Critical Account Support Process (CASP) teams), but are considered urgent and require rapid successful resolution
Does not directly troubleshoot or solve technical cases, but rather project manages resolution of the issue by collaborating internally with engineering, technical support, Contract Administration, IT and other stakeholders as appropriate. Feeds updates and resolution to assigned CEM or other customer facing resources to convey to the customer
Owns internal reporting/updates on the status of resolution to management and other stakeholders until resolved Resolution may include redirecting the Issue to core technical support, repair operations or contracts teams with specific instructions on next steps to take
Works directly with the end customer to ensure full understanding of customer concerns and issues; maintains professional demeanor and instills customer confidence that the issue will be fully resolved in a timely manner
Demonstrates strong understanding and application of ITIL best practices around "Incident Management"
Qualifications Required Qualifications:
Bachelor's degree
5-8 years experience
Intermediate to advanced understanding of Zebra's internal Zebra support processes and solutions
Intermediate skill in Microsoft office applications -Word, Excel, Outlook and PowerPoint
Fluent level of English (written and verbal) as well as local language as applicable
Preferred Requirements:
Strong project management skill. PMBOK or similar certification strongly preferred
Strong written communication skills and attention to detail
Solid professional work behaviors-attendance teamwork, time management
Local language requirement may also apply
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.
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
.
#J-18808-Ljbffr