|Division:||Medical||Job Title: Solution Center Specialist|
|Department/Function:||Customer Services||FLSA:Non Exempt|
(1-2 Sentences describing overall responsibilities)
|Serve as a customer service liaison, responsible for promoting and sustaining positive customer relations while providing technical troubleshooting and assistance navigating applications as designed to end users of Stryker proprietary software|
|Essential Duties & Responsibilities
|•Respond to inbound customer inquiries for technical support of Stryker data related products, including, but not limited to, HealthEMS, MobileTouch, HomeSolutions, HomeSolution MobileTOUCH and related extension.
•Demonstrate proficient knowledge of Stryker proprietary software, including, but not limited to, HealthEMS, MobileTouch, HomeSolutions, HS MobileTOUCH and related extension.
•Utilize published resources to troubleshoot standard problems and deliver resolution to customer.
•Independently solve navigational questions of varied scope and complexity.
•Independently troubleshoot complex, non-standard problems with no defined cause to resolution.
•Independently test customer reported problems to identify and reproduce application issues to be escalated for software fix.
•Collaborate cross-functionally to manage open tickets to resolution.
•Support and follow established processes and structures for change initiatives
•Gain subject matter expertise in one or more areas of Stryker proprietary software, including, but not limited to, HealthEMS, MobileTouch, HomeSolutions, HomeSolutions MobileTOUCH and related extension.
•Function as Tier 2 escalation point and/or Associate level mentor for proven areas of subject matter expertise.
•Operate under guidance of established protocol, policies and procedures.
•Provide technical support to other teams while they are engaging with customers.
•Assist software verification team with testing detail as requested.
•Perform other duties as assigned.
(Please indicate what is required & what is preferred)
• Bachelor’s degree or
· A combination of education and 5 years of relevant experience
•Bachelor’s Degree in technical or health related field.
•At least 1 year of technical troubleshooting or customer support experience.
•Advanced capabilities with online applications.
•Excellent organization, time management and customer services skills.
•Professional communications skills utilized in a team environment.
•Advanced capabilities with general office equipment and operating software.
•Demonstrated ability to work productively and positively with other team members.
•Ability to multi-task and prioritize workload.
|People Manager||Yes ☐
(City, State and/or Country)
|Percent of Travel||<10%|
|Physical Requirements||• Fast-paced office environment, requiring significant (75%+) time using computer and telephone.
• Overtime may be required.
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