ZOLL Cardiac Management Solutions · 4 days ago
Customer Care - Product Technical Support Specialist - Hybrid
Pittsburgh, PA
Full-time
Hybrid
New Grad, Entry Level
$19/hr - $23/hrZOLL Cardiac Management Solutions is dedicated to improving patient outcomes through innovative medical technologies. The Product Technical Support Specialist – Tier 1 provides essential technical support for ZOLL products, ensuring prompt and accurate resolutions to customer inquiries and issues.
Medical Device
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
Qualification
Required
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
Preferred
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
Comprehensive benefits plans
Company
ZOLL Cardiac Management Solutions
ZOLL Cardiac Management Solutions (CMS), a division of ZOLL Medical Corporation, offers a unique portfolio of novel technologies designed to deliver better insights and better outcomes in cardiac patient care.
1001-5000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase