Lead Representative, Customer Service

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 tackle additional 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

Travel Percentage: None

R517245