Customer Service Representative 1

Vocera Communications, Inc. - San Jose, CA

Location: San Jose, California, United States

Type of Employee: Full Time

Vocera has one mission: to simplify and improve the lives of healthcare professionals, patients, and families. Founded in 2000, we changed the way care teams communicate. Today, we continue to offer the leading platform for clinical communication and workflow. About 1,400 hospitals and health systems around the world use Vocera solutions. Our platform provides software for voice, secure text messaging, and patient engagement. It integrates with more than 120 clinical and operational systems: EHRs, nurse call, physiologic monitors, and more, with event-driven alarm management. Our wide choice of devices includes smartphones and hands-free wearables. Vocera is headquartered in San Jose, Calif., with offices in San Francisco, Indiana, Canada, India, United Arab Emirates, and the United Kingdom. Learn more at, and follow @VoceraComm on Twitter

Position Description: The Customer Service Representative 1 is often the first point of contact for our customers. In this exciting position you will have many points of interaction with cross functional teams within the company. You will handle a range of customer issues and direct inbound problems to the appropriate Support Engineer for comprehensive troubleshooting.

In this role you will be focused on customer happiness, able to follow and develop processes and willing to tackle additional duties. Staff hours for this position will range between 6 am – 6pm Pacific


Learn how to document, track and handle reported customer cases using our CRM tool
You will provide excellent phone support to customers regarding the RMA process
Craft and process customer RMA requests in our inventory management system (SAP)
Develop your research skills to correct warranty issues and customer license keys
Develop an understanding of Vocera policies and procedures and chip in to knowledge base articles
Review, update and audit documentation (user, installation and release documentation, etc.)
You will learn how to assist in conducting training (e.g. webinars) for customers
Support Engineering, Sales and Operations teams by providing reports, warranty updates, purchase history records as needed
Backfill RMA Coordinator position to support the team as needed
Keep your Vocera product knowledge current to the best support customer base

Ability to work well in a fast-paced environment with dynamic requirements and priorities
Ability to understand and adherence to Support Best Practices
Strong communication skills, written, verbal and telephone presence
High attention to detail and committed to handling problems through resolution
Strong organizational skills with the ability to learn and apply new skills

Bachelor’s degree or equivalent
1+ years of experience as a technical or customer service professional
Comfortable with MS Office tools such as Word, Excel and Outlook
Belief in Diversity
Vocera Communications is an Affirmative Action Employer committed to workforce diversity. Qualified applicants will receive consideration without regard to race, sex, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status, or genetic information.