Why customer service at Stryker?

Are you interested in making a difference in healthcare by assisting sales reps and building relationships with customers? As a member of our customer services team, that is exactly what you will do! Here, you will be a part of a dynamic and supportive team that provides solutions to our customers in their time of need

We are proud to be named one of the World's Best Workplaces and a Best Workplace for Diversity by Fortune Magazine! Learn more about our award-winning organization by visiting stryker.com

Stryker seeks a dedicated Technical Support Engineer, Cloud Ops, to deploy Vocera solutions in hospitals. In this role, you'll investigate and resolve technical issues, ensuring effective communication in mission-critical environments. Collaborate with a 24x7 support team, delivering excellent customer service and enhancing internal team knowledge. You will report to the Director, Technical Support Operations. We are primarily looking for talent who can work hybrid from our offices in either Orlando, FL. or Fort Wayne, IN.

• Detail-oriented process improvers. Critical thinkers who naturally see opportunities to develop and optimize work processes - finding ways to simplify, standardize and automate.
• Self-directed imitators. People who take ownership of their work and need no prompting to drive productivity, change, and outcomes.
• Analytical problem solvers. People who go beyond just fixing to identify root causes, evaluate optimal solutions, and recommend comprehensive upgrades to prevent future issues.

• You will document and manage customers' technical support issues through resolution while delivering excellent customer service and managing customer expectations via chat, email, web, and phone support channels.
• Lead customer communication, assuring timely status updates and case resolution.
• Lead to collaboration efforts between the company and third parties to troubleshoot and resolve escalated customer issues.
• Identify and advocate for product supportability requirement.
• Report product defects and enhancement requests
• Review and collaborate on product documentation for accuracy prior to new releases.
• Design and maintain troubleshooting guides.
• Author and review knowledge base articles for internal and external use
• Mentor junior team members leveraging both swarming and tiered support models.
• Provide formal and informal training to co-workers, customers, and partners.
• Develop tools, scripts, and programs to improve the quality of our customer support.

• Bachelor's Degree in Computer Science or related field of study or 6+ years additional relevant work experience
• 4+ years relevant experience in customer technical support, preferably in Healthcare IT
• MS Windows or Red Hat Enterprise Linux (RDEL) system administration knowledge
• Experience with VMware and/or AWS preferred
• Experience using hosted monitoring tools like Prometheus, CloudWatch, Zabbix, New Relic, preferred

• 12 paid holidays annually
• Health benefits include: Medical and prescription drug insurance, dental insurance, vision insurance, critical illness insurance, accident insurance, hospital indemnity insurance, personalized healthcare support, wellbeing program and tobacco cessation program.
• Financial benefits include Health Savings Account (HSA), Flexible Spending Accounts (FSAs), 401(k) plan, Employee Stock Purchase Plan (ESPP), basic life and AD&D insurance, and short-term disability insurance.