Customer Service Representative (Technical) - Bosch Shared Services, Kelly OCG (Utica, NY)

The Customer Support Engineer II reports to the Supervisor - Customer Support, and is responsible for making significant contributions to the execution of service programs that deliver the highest levels of Customer Satisfaction. Responsibilities include ensuring successful and timely account activation, performing problem solving that leads to client satisfaction through quality customer service. This position requires excellent teamwork, customer support, troubleshooting skills, communication and strong technical skills in support of HCTM products. A background in healthcare is desirable. Technical skills and direct customer experience are a must. Responsiblities Work in team environment supporting a 24x7x365 call center. Serve as focal point for other internal departments on the status of support issues and facilitate cross-functional communication on these issues. Coordinate with Q-R, Engineering, Marketing and Account Management for product quality and customer support improvement. Work in a team environment supporting the customer service call center, and assume shared responsibility for “on-call” support during non-staffed hours. Provide feedback on customer documentation including review of drafts, preparation of FAQ’s, knowledgebase, etc. Conduct system-level troubleshooting as needed to support Engineering and Manufacturing in determining root cause analysis. Develop systems to monitor the satisfaction level of customers or procedures to ensure the highest level of customer satisfaction. Support Junior Staff in their development. Learn new product features and upgrades as developed. Provide feedback on customer documentation including review of drafts, preparation of FAQs, etc. Design and deliver standardized templates, tools and processes to assist customers in implementing and using HCTM products. Establish, manage, and deliver customer support activities within a customer support center environment. Oversee assessment, planning, development, implementation and evaluation of customer service programs. Responsible for procedures to support a FDA regulated product (i.e. Complaint Handling). General consulting, analysis and troubleshooting. Provide rapid feedback to engineering regarding general customer/load demands. Act as Customer Advocate for production function, quality and usability. Coordinate customer notifications as required and in accordance with HCNA Customer Messaging Process. Follow HCTM established quality system procedures. Assist in maintaining the established quality system under the ISO 13485 and 21 CFR 820 (QSR) requirements. Complete training in accordance with HCTM procedures. Perform other duties as assigned. Knowledge and Skills 5+ years of customer technical support experience. General to in-depth Internet and software support experience. Experience handling and resolving customer escalations (exceptionally customer focused). Experience implementing customer support processes and operational procedures. Excellent communication, interpersonal and organizational skills. Ability to communicate technical concepts to non-technical audiences. Strong understanding of Internet technologies required. Detailed experience in some of the following areas: knowledge of transaction processing highly, PC set-up, configuration and troubleshooting skills, Internet networking and security knowledge, Database import, export and SQL skills. Working knowledge of third party statistical packages a plus. Database driven dynamic web page development a plus. Self-directed work habits. High energy and results-oriented contributor. Creative and collaborative teamwork skills. Strong problem solving skills. Strong time management skills with an ability to set and maintain deadlines. Exceptional verbal, written and presentation skills. Education Associates Degree in Information Technology or related field is preferred.

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