Work Flexibility: Hybrid or Onsite

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.

Travel Percentage: 0%

Stryker Corporation is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected veteran status. Stryker is an EO employer – M/F/Veteran/Disability.

Stryker Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

Technical Customer Service Representative (Hybrid)

stryker

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