Associate Solutions Center Specialist - Duluth, MN in Duluth, MN at Stryker Corporation

Date Posted: 9/10/2020

Job Snapshot

Job Description

POSITION SUMMARY:

With supervision and guidance, promote and sustain positive customer relations while providing technical support to end users through various support channels, assisting them to troubleshoot and navigate Stryker proprietary software solutions as designed.  

 

ESSENTIAL DUTIES AND RESPONSIBILITIES: 

  • Respond in a timely manner to incoming customer inquiries via all available channels with oversight as needed. 

  • Document all customer interactions in a timely manner and according to established protocol. 

  • Establish basic proficiency of assigned Stryker data related products. 

  • Establish working knowledge of assigned support tools.  

  • Perform basic technical troubleshooting and assist end users in basic navigation of assigned Stryker data solutions products.  

  • With assistance, utilize published resources and established escalation paths to solve routine software and hardware issues of limited scope and complexity. 

  • With assistance, investigate initial troubleshooting and testing of non-standard support questions. 

  • Manage a work queue, with oversight as needed, to ensure timely response and resolution of customer inquiries.  

  • Operate under guidance of established protocol, policies and procedures with oversight as needed.  

  • Follow testing and troubleshooting instructions.  

  • Understand team metrics and standards and strive for operational excellence to achieve these standards in daily activities.  

  • Ensure customer satisfaction performing support duties with honesty and integrity instituting a highly responsive and unsurpassed level of customer service. Live The Stryker Brand to earn customer loyalty and provide best-in-class quality support services. 

  • Responsible for on-call duties as scheduled.  

  • Responsible for various work schedules as assigned.  

  • Complete assigned training in a timely manner.  

 

BASIC QUALIFICATIONS: 

  • Associate’s degree or equivalent combination of two years education and relevant experience.  

PREFERRED/DESIRED QUALIFICATIONS:  

  • Associate’s degree in related field. 

  • Demonstrated working knowledge of technical products and systems including online software applications.  

  • Demonstrated excellent customer service skills.  

  • Strong organizational, prioritization and time management skills. 

  • Strong written and verbal communication skills.  

  • Demonstrated technical troubleshooting skills.  

WORKING CONDITIONS:  

  • Fast paced office environment; requires significant (95%+) use of telephone, computer and keyboard, monitor and mouse.  

  • Minimal travel <10%  

Work From Home: Not available

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.

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