Remote Service Advocate

Job Title

Remote Service Advocate

Job 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 team’s 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:

• You’ve acquired experience in Customer Services or Customer Relations; good understanding of networking concepts (CCNA level preferred)
• Bachelor’s 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)

Philips Transparency Details

The hourly pay range for this position is $34.30 to $58.80, plus overtime eligible. The actual base pay offered may vary depending on multiple factors including job-related knowledge/skills, experience, business needs, geographical location, and internal equity. 

In addition, other compensation, such as an annual incentive bonus, sales commission or long-term incentives may be offered. Employees are eligible to participate in our comprehensive Philips Total Rewards benefits program, which includes a generous PTO, 401k (up to 7% match), HSA (with company contribution), stock purchase plan, education reimbursement and much more. Details about our benefits can be found here. 

At Philips, it is not typical for an individual to be hired at or near the top end of the range for their role and compensation decisions are dependent upon the facts and circumstances of each case. 

Additional Information: 

Company relocation benefits will not be provided for this position. Remote opportunity based in the Alpharetta, GA area.

About Philips:

We are a health technology company. We built our entire company around the belief that every human matters, and we won’t stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help improve the lives of others.

• Learn more about our business.
• Discover our rich and exciting history.
• Learn more about our purpose.
• Read more about our employee benefits.

If you’re interested in this role and have many, but not all, of the experiences needed, we encourage you to apply. You may still be the right candidate for this or other opportunities at Philips. Learn more about our commitment to diversity and inclusion here.

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Philips is an Equal Employment and Opportunity Employer/Disabled/Veteran and maintains a drug-free workplace.

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