Jobs for People with MS: National MS Society

We are excited to be named one of the World’s Best Workplaces by Fortune Magazine!

We are proud to offer you our total rewards package which includes bonuses, healthcare, insurance benefits, retirement programs, wellness programs, as well as service and performance awards – not to mention various social and recreational activities, all of which are location specific.

COMPANY DESCRIPTION:

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 Online Experience 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.

JOB PURPOSE:

​As an Online Experience Engagement Specialist you will be working in a dynamic, fast-paced environment, ensuring Stryker’s Vocera Customer Community engagement. You will use your technical expertise to foster community relationships, research solutions, create win-win outcomes, and deliver excellent customer service via our online community portal.

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​Who We Want

• ​ Self-directed initiators . People who take ownership of their work and need no prompting to drive productivity, change, and outcomes.

• ​ Dedicated achievers . People who thrive in a fast-paced environment and will stop at nothing to ensure a project is complete and meets regulations and expectations.

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​ DUTIES AND RESPONSIBILITIES:

• ​You will document and manage customer issues and requests, delivering excellent customer service and managing customer expectations.

• ​You will be working on developing a minimum viable product (MVP) for our new online community platform which will be launched to the broader customer audience.

• ​You will coordinate community events and themes to foster engagement.

• ​You will develop a Search Engine Optimization (SEO) best practice plan to help scale our community and federated search.

• You will develop engagement plans that foster relationships and address the needs of the community.

• You will monitor discussion groups, questions, and user registrations to ensure that content aligns with community rules and guidelines. You will review posts, questions, comments, and other user-generated content to maintain quality and adherence to brand standards.

• You will enforce community guidelines by addressing violations promptly, remove any personal identifying information, and addressing flagged content. This includes banning or removing users who violate guidelines. You will also handle conflicts between users and respond to inquiries.

• You will contribute to a respectful and engaging community experience. They encourage positive interactions and discourage harmful behavior.

• When necessary, you will escalate serious issues, concerns, or decisions to higher-level staff or management.

• You will be knowledgeable about our products and able to recognize reports on issues, enhancements and direct users to the appropriate channels or solutions.

• You will help gather our most common questions and load content.

• You will help with community promotions both internally and externally.

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​ QUALIFICATION:

• ​Degree in Computer Science or related field, or 6+ years additional work experience

• ​4+ years’ experience in customer technical support role working in a hosted application or online support community

• Excellent communication skills, both verbally and in written formats.

• Consistent track record of managing challenging customer situations with positive outcomes

• Professional writing skills and strong competence developing customer facing documentation and communications

• Self-starting and self-managing; able to work independently; efficient, organized, and capable of balancing multiple priorities

• Proficiency with Microsoft Office 365 product suite, especially Excel and PowerPoint

• Experience working with CRM systems such as Salesforce or ServiceNow

• Proven understanding of popular web and mobile applications

• Work experience in clinical environments, including working with physicians, nursing staff & patient care givers a plus.

Stryker is a global leader in medical technologies and, together with its customers, is driven to make healthcare better. The company offers innovative products and services in MedSurg, Neurotechnology, Orthopaedics and Spine that help improve patient and healthcare outcomes. Alongside its customers around the world, Stryker impacts more than 150 million patients annually.

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.