About the Role
Remote Service Advocate
locations
United States of America – Home Based
Atlanta
time type
Full time
job requisition id
515186
Job Title
Remote Service Advocate
Job Description
Job Posting Description
515184 NAM Remote Services Advocate, CC Solutions (S&SD)- CG 40 (remote)
We have an exciting opportunity for a Remote Services Advocate to join our Customer Care Solution Center organization within Services and Solutions Delivery. You will benefit from the teams growing breadth and depth of healthcare products and services portfolio, and you will be challenged to drive our best-in-class reputation through top customer experience ratings.
Your role:
- Focus on ensuring sustained connectivity in targeted IS systems across NA Market.
- Assuming ownership of a connectivity-related event from initiation to completion
- Improve connectivity of remote devices via IPSEC/SSL VPN tunnels, DSS, etc.
- Support network infrastructure improvement projects
- Utilization of strong communication skills with local service, customer IT, and other groups involved in the Philips Remote Services (PRS) escalation process
- Implementing best practices and process improvements while diagnosing problems, applying effective solutions and determining follow up actions
- Resolving basic network and technical application problems
- Being an ambassador of the Philips brand and by living the Philips Behaviors
- Escalating unsolved problems to helpdesk organizations when needed; communicate progress to project manager and leadership
- Initiate, support and drive remote Connectivity performance improvement programs within the Market
You’re the right fit:
- Youve acquired experience in Customer Services or Customer Relations; good understanding of networking concepts (CCNA level preferred)
- Bachelors Degree in a related field and 3+ years helpdesk/support experience strongly preferred
- Communication and relationship management taking into account cultural and language differences
- Self-motivated and self-directed. Normally receives little instruction on day-to-day work and general instructions on new assignments
- Structured administrative skills with the ability to handle multiple simultaneous activities
- Team player with good analytical and problem-solving skills; ability to collaborate and coordinate cross-functionally
- Ability to manage relationships, utilizing influence to work through roadblocks
- Able to demonstrate good understanding of Microsoft Excel and work with large amounts of data
- Communicate project status updates and progress reports within the marke
- Initiate, support and drive remote Connectivity performance and capability improvement programs within the Market (Diagnostic Site Server, PRS Connectivity)