Work Flexibility: Hybrid or Onsite
Position Description: The Senior Representative, Customer Service is often the first point of contact for our customers for Vocera, now a part of Stryker. This is an exciting position with many points of interaction within our company. You will handle a range of customer issues from warranty service to triaging hardware issues. You will be able to direct inbound problems to the appropriate Support Engineer for comprehensive troubleshooting and resolution.The ideal candidate is customer focused, able to follow and develop processes and willing tackleadditional duties as needed. Hours may range from 5am to 2pm(IST) or 2pm to 10pm(IST), Monday through Friday with rotational weekend coverage. Transportation to office is provided. This position will report to the Supervisor, Customer Service.
Responsibilities
Document, track and manage reported customer cases using our CRM tool
Triage customer hardware issues and route appropriately
Proactively utilize reports, monitor, and follow up to ensure we adhere to high standards of customer service
Track metrics and communicate trends
Develop an understanding of Vocera policies and procedures and contribute to knowledge base articles
Review, update, and audit documentation
Maintain up to date knowledge on all Vocera products
Provide feedback on how to continually improve Support tools and processes
Competencies
Works well in a multifaceted fast-paced environment with dynamic requirements and priorities, while keeping focus on the customer
Ability to understand and adherence to Support best practices
Strong organizational and problem-solving skills
High attention to detail and committed to managing problems through resolution
Strong analytical skills
Requirements
Bachelor’s degree or equivalent
2+ years of experience as a technical or customer service professional
Excellent written, verbal, telephone communication and listening skills
Proficient with MS Office tools;especially Word, Excel, and Outlook
SAP and Salesforce knowledge is a plus
No travel required
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