Join a global team as Technical Support Specialist assisting customers with support requests. Shape customer experience through innovative solutions and collaboration with cross - functional teams.
About the role
- Senior Technical Support Engineer ensuring effective deployment of Stryker’s Vocera solutions. Collaborating with teams to address technical inquiries and enhance customer service experience in a hybrid work setting.
Responsibilities
- Document and manage customer issues, delivering excellent customer service and managing customer expectations
- Monitor and respond to customer inquiries, coordinate customer communication, assuring timely status updates and issue resolution
- Collaborate within the company, escalating issues and engaging others to solve complex problems
- Review product documentation prior to new releases
- Report product defects and enhancement requests
- Identify and advocate product supportability requirements
Requirements
- Bachelors in Computer Science required or in lieu of Bachelors, 6+ years additional relevant work experience
- Minimum 2 years experience in external, customer facing technical support role or similar relevant experience
- Demonstrated experience with networking concepts and fundamental network protocols
- Preferred Certifications such as MCSA, RHCSA, CCNA, SIP, and Network+ are desirable.
- Training or experience with MS Windows, Red Hat Enterprise Linux (RHEL) system administration, and performance monitoring
- Demonstrated experience in server virtualization technologies like VMware or Microsoft Hyper-V
- Training or experience with authentication protocols (LDAP, 802.1x), SSL/TLS, and Public Key Infrastructure (PKI)
- Demonstrated experience with Wireshark and other data gathering tools
- Training or experience with VoIP systems: Cisco Call Manager, Asterisk, and Freeswitch
Benefits
- Work Flexibility: Hybrid
- Equal opportunity employer
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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