Technical Customer Service Representative (Hybrid)

Schedule: Monday-Friday, 8:00am-5:00pm Pacific Time (11:00am-8:00pm Eastern)

Overtime may be required based on business need

What You Will Do –

As a Senior Technical Customer Service Representative, you will be working to support Stryker's Vocera solutions, building knowledge and expertise on products to provide thoughtful customer care. In this role, you will be expected to use technical expertise to investigate issues, research solutions, create positive outcomes, and deliver excellent customer service. Additionally, you will:

• Answer incoming requests through a multichannel system answering inquiries from healthcare and IT professionals

• Consistently maintain all record-keeping as appropriate and in accordance with Stryker specifications
• Understand, interpret, and explain detailed information of product support
• Collaborate within the company, escalating issues and engaging others to solve product inquiries
• Participate in continuous improvement activities/projects and assist in any additional team/organizational projects as required
• Demonstrate flexibility in responding to new and rapidly changing situations and environment
• Provide support beyond standard hours as needed if call volume and/or workload require additional time

What You Need –

Required

• At least 3 years of technical support or customer service
• High School diploma or GED equivalent
• Experience with Salesforce and/or Systems Applications & Products (SAP)
• Ability to work hybrid schedule with location in San Jose, CA or Fort Wayne, IN

Preferred

• Associates or Bachelors Degree, preferably in computer science or related field
• 5 or more years of customer-facing technical support or virtual customer service
• Experience with PowerBI, Genesys, and/or Avaya are a plus
• Experience with technical troubleshooting or problem-solving

$23.08-40.59 per hour plus bonus eligible + benefits. Individual pay is based on skills, experience, and other relevant factors.

Pay rate will not be below any applicable local minimum wage rates.

Health benefits include: Medical and prescription drug insurance, dental insurance, vision insurance, critical illness insurance, accident insurance, hospital indemnity insurance, personalized healthcare support, wellbeing program and tobacco cessation program. Financial benefits include: Health Savings Account (HSA), Flexible Spending Accounts (FSAs), 401(k) plan, Employee Stock Purchase Plan (ESPP), basic life and AD&D insurance, and short-term disability insurance. Stryker offers innovative products and services in MedSurg, Neurotechnology, Orthopaedics and Spine that help improve patient and healthcare outcomes. Alongside its customers around the world, Stryker impacts more than 150 million patients annually. Depending on customer requirements employees and new hires in sales and field roles that require access to customer accounts as a function of the job may be required to obtain various vaccinations as an essential function of their role.