Customer Care - Product Technical Support Specialist - Hybrid
ZOLL Cardiac Management Solutions is dedicated to improving patient outcomes through innovative medical technologies. The Product Technical Support Specialist – Tier 1 provides exceptional technical support for ZOLL products, ensuring prompt resolutions and assisting patients and medical professionals with product-related inquiries.
Responsibilities
- Analyze problems, diagnose probable causes, and utilize troubleshooting techniques to resolve basic to complex product issues
- Have an in-depth understanding of products and technical troubleshooting requirements to effectively guide or educate patients and/or customers in proper product maintenance and use
- Ensure adherence to regulatory guidelines in product support activities
- Assist in time sensitive situations, offering critical guidance or instructions to ensure quick and efficient protection of patients
- Document and maintain comprehensive records of customer interactions for future reference and continuous improvement
- Identify, record, and document alleged deficiencies related to the product, labeling, packaging, quality, durability, reliability, safety, effectiveness, or performance of CMS products in accordance with company policy and applicable regulations
- Utilize strong interpersonal communication and excellent customer service skills while engaging with patients, Field Sales, medical personnel, and cross functional colleagues to provide timely product education and issue resolution
- Provide 24/7 back-up on all patient and clinician support in substitution for cross-functional departments
- Identify patterns in customer issues to suggest product improvements or updates that can enhance user experience and minimize future problems
- Stay current with product updates, technical specifications, and troubleshooting requirements
- Participate in cross-functional team meetings to share insights and discuss challenges that will contribute to product and service improvement
- Must work independently, manage time effectively, and prioritize tasks in a dynamic, fast-paced patient contact/call center environment
- Works closely with Customer Support and Field Personnel to dispatch ZOLL representatives to patient locations as required to resolve patient issues and ensure patient safety
- Performs other duties and tasks as assigned
Skills
- Strong communication skills, both oral and written, including the ability to translate and communicate technical and analytical issues to all types of end users
- Exceptional customer service skills and empathy for direct patient contact
- Technical aptitude or experience troubleshooting basic to complex product related technical systems
- Computer literacy with Microsoft Office experience
- Ability to adapt to and learn new technologies and products quickly
- Associates/bachelor's degree in related field preferred or related experience
- Proven experience in product support or related customer facing role, ideally within the medical, safety, or life-saving products industry is a plus
- Experience with CRM systems, knowledge base and support tools a plus
- Listening, speaking, reading, and writing fluency in Spanish a plus
- Medical or clinical experience a plus
Benefits
- Details of ZOLL's comprehensive benefits plans can be found at www.zollbenefits.com.
Company Overview