<p>We are looking for a dedicated Senior Customer Service Representative to join our team in Weston, Florida. This long-term contract position offers the opportunity to provide exceptional support and service while contributing to the success of our operational processes. The ideal candidate will bring strong communication skills, attention to detail, and a proactive approach to customer interactions.</p><p><br></p><p><strong>Position Overview</strong></p><p>The Senior Representative is a highly proficient, quality-focused contributor responsible for producing accurate and consistent Pre-Operative Plans. This role is fully onsite and centers around individual production to meet team and departmental output targets.</p><p><strong>Key Responsibilities</strong></p><ul><li>Create surgical case files using a proprietary case management system.</li><li>Review CT scans for conformity with Mako Surgical protocol.</li><li>Segment CT scans using specialized software to produce 3D anatomical bone models for robotic surgery.</li><li>Create Pre-Operative Surgical Plans for robotically assisted Total Hip and Total Knee Replacement using digital bone models.</li><li>Review CT segmentations and surgical plans for accuracy, including anatomical landmark selection, implant sizing, and positioning.</li><li>Upload completed pre-plans to field-based personnel.</li><li>Document all activities according to prescribed methods and procedures.</li><li>Follow work instructions with precision to deliver consistent, high-quality output.</li></ul>
<ul><li>Knowledge, operational proficiency and troubleshooting ability of standard business applications such as <strong>Microsoft Office Suite</strong>, <strong>Outlook</strong>, <strong>Microsoft O365/SharePoint</strong>, <strong>Microsoft Teams</strong>, <strong>Microsoft Edge</strong>, <strong>Google Chrome</strong>, <strong>Firefox</strong>, <strong>Adobe PDF Reader and Writer</strong>, <strong>Antivirus software (Sentinel One)</strong>, <strong>Lotus Notes.</strong> </li><li>Knowledge of and supporting ERP systems such as <strong>SAP</strong>. </li><li>In depth knowledge of and the supporting of unified communications systems for delivery of services including room systems, client endpoints and SaaS integrations. </li><li>Administration and management of <strong>SharePoint O365</strong> and Teams sites. </li><li><strong>Active Directory</strong> administration: user account create/delete, security group mapping, login scripts. </li><li>Skilled at configuring, imaging and staging services on laptop and desktop computers. </li><li>Provide daily technical support to business units and escalate unresolved calls to the 2nd/3rd line support teams in line with agreed processes, including liaising with external partner organizations where appropriate. </li><li>Maintain accurate IT equipment inventory databases. </li><li>Work closely with the IT Senior Management Team and assist with recommendations for the improvement of IT systems and infrastructure. </li><li>Gather requirements, design, and deploy solutions to meet business needs. </li><li>Design migration projects as a technical lead. </li><li>Evaluation, ,creation and management of scripts </li><li>Management and responsibility of ancillary systems such as email security, backups, and security </li><li>Take ownership of critical service and senior stakeholder issues, including user communications as appropriate. </li><li>Respond to support queues promptly and document incidents accurately and simultaneously into the case management system. </li><li>Monitor and enforce system security guidelines for clients. </li><li>Adhere to procedures and escalation processes as defined by Management. </li><li>Provide exceptional customer service to all clients. </li><li>Proactively support and maintain effective user relationships by educating clients on system capabilities. </li><li>Utilize existing knowledge bases to research, resolve, and respond to incidents and requests received via phone and e-mail in a timely manner, in accordance with incident management standards. </li><li>Provide accurate troubleshooting and creative solutions to complex problems to ensure customer productivity. </li><li>Manage the incident resolution process for all open incidents by following up with assigned support personnel and/or the affected user to ensure timely incident resolution and customer satisfaction. </li><li>Experience of writing procedural and/or support documentation </li></ul>
