INTRODUCTION

As a Product Support Specialist II, you will handle more complex functional customer inquiries and provide advanced support for specific ZOLL SaaS products. You will manage issues with greater independence, using advanced problem-solving skills and collaborating across CSO teams or other departments when resolving multi-product or user workflow issues. This role includes contributing to the knowledge base and proactively analyzing functional trends to drive improvements in customer satisfaction.

At ZOLL, we're passionate about improving patient outcomes and helping save lives. We provide innovative technologies that make a meaningful difference in people's lives. Our medical devices, software and related services are used worldwide to diagnose and treat patients suffering from serious cardiopulmonary and respiratory conditions.

The Acute Care Technology division of ZOLL Medical Corporation develops and delivers innovative lifesaving products and software solutions to EMS, hospital, public safety, and military customers globally. Products include AEDs, trauma kits, ventilators, temperature management solutions, and more. Our dedicated employees take pride in their commitment to improving patient outcomes while delivering world-class customer service.

Job Type

Remote

JOB SUMMARY

As a Product Support Specialist II, you will handle more complex customer inquiries and provide functional support for specific cloud-based ZOLL products assigned to your team. You will work with greater independence, using advanced troubleshooting skills and collaborating across teams when resolving multi-product issues. This role includes contributing to the knowledge base and proactively analyzing product trends to drive improvements in customer satisfaction.

ESSENTIAL FUNCTIONS

• Provide advanced troubleshooting for assigned ZOLL products, using analytical skills to identify the root causes of customer issues.
• Handle complex issues independently, escalating only critical or unresolved problems to senior team members as necessary.
• Collaborate with other teams to address issues that span across multiple products, ensuring cross-product support is seamless.
• Contribute to the knowledge base, creating and updating articles with solutions to complex problems, and sharing insights with the team.
• Identify product trends through customer case analysis, proposing preventative support initiatives to reduce recurring issues.
• Take a proactive approach by recognizing potential customer challenges and addressing them before they escalate.
• Cross-train on additional products within the suite, gaining a broader understanding of the ZOLL product ecosystem.

REQUIRED/PREFERRED EDUCATION AND EXPERIENCE

• Bachelor’s degree in a related field or equivalent experience in product support or technical support roles.
• Typically 2-4 years of technical support or product support experience.
• Demonstrated ability to troubleshoot complex product issues and collaborate across teams.

KNOWLEDGE, SKILLS AND ABILITIES

• Skills: Strong analytical thinking, problem-solving abilities, and effective communication skills.
• Enhanced Product Knowledge: In-depth understanding of the assigned SaaS product’s advanced features and integrations.
• Advanced Customer Service: Tailors support solutions to more complex customer needs, ensuring satisfaction and quality service.
• Analytical Problem-Solving: Uses advanced problem-solving skills to identify root causes and propose long-term solutions.
• Proactive Engagement: Identifies potential product issues through case analysis and suggests preventative actions to reduce future problems.
• Cross-Product Collaboration: Effectively collaborates across products and teams, contributing to shared goals and solving multi-product issues.
• Knowledge-Centered Service (KCS): Contributes to the knowledge base by documenting solutions and ensuring they are accessible to other team members.
• Product Trend Analysis: Recognizes product usage patterns and proposes process improvements or enhancements based on recurring issues.

COMPENSATION

• The pay range for this position is $18-$26 / hourly. Final compensation will be determined by various factors such as a candidate’s relevant work experience, skills, certifications, and location.

• The hourly pay rate for this position is: $23.00 to $26.00. Factors which may affect this rate include shift, geography, skills, education, experience, and other qualifications of the successful candidate. Details of ZOLL's comprehensive benefits plans can be found at www.zollbenefits.com.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Standing - Occasionally
• Walking - Occasionally
• Sitting - Constantly
• Talking - Occasionally
• Hearing - Occasionally
• Repetitive Motions - Frequently

ZOLL is a fast-growing company that operates in more than 140 countries around the world. Our employees are inspired by a commitment to make a difference in patients' lives, and our culture values innovation, self-motivation and an entrepreneurial spirit. Join us in our efforts to improve outcomes for underserved patients suffering from critical cardiopulmonary conditions and help save more lives.

LI-REMOTE

LI-HM1

Applications will be accepted on an ongoing basis until this position is filled. For fully remote positions, compensation will comply with all applicable federal, state, and local wage laws, including minimum wage requirements, based on the employee’s primary work location.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, disability, or status as a protected veteran.

ADA: The employer will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990.