ZOLL Cardiac Management Solutions ยท 3 months ago
Product Support Specialist II
United States
Full-time
Remote
Mid, Senior Level
$18/hr - $26/hr
4+ years expZOLL Cardiac Management Solutions is focused on improving patient outcomes through innovative technologies. As a Product Support Specialist II, you will serve as a Subject Matter Expert, providing advanced product support, mentoring junior team members, and driving product improvements based on customer feedback and data analysis.
Medical Device
Responsibilities
Serve as an SME for assigned SaaS products, taking ownership of escalated cases and resolving them through advanced troubleshooting and root cause analysis
Mentor junior team members, providing guidance and support on advanced product knowledge and customer support techniques
Lead cross-functional initiatives that improve product support workflows, collaborating with product management, engineering, and marketing teams to enhance efficiency and customer satisfaction
Proactively engage with customers, using historical data to anticipate issues and prevent future escalations
Work closely with R&D to address recurring product issues by contributing insights that help shape the product roadmap. Leverage creativity and analytical skills to propose solutions, enhancing both the product and internal support processes
Ensure the quality and accuracy of knowledge base articles, acting as a knowledge approver and authoring new content as needed
Analyze customer data to identify trends in product usage, proposing process improvements and enhancements based on recurring issues
Develop a comprehensive understanding of how different products within the suite integrate, providing solutions that optimize the overall product ecosystem
Prepare to support international customers by developing knowledge of region-specific product requirements (e.g., Canada)
Qualification
Required
Bachelor's degree in a related field or equivalent professional experience
Typically 4-6 years of product support experience, including advanced troubleshooting
Proven expertise in advanced troubleshooting of complex issues and leadership in resolving escalated cases
Strong mentorship abilities, analytical thinking, and demonstrated cross-functional leadership
Deep knowledge of all product features, including advanced configurations and integrations, with the ability to independently resolve complex issues
Uses data and trends to anticipate potential issues and prevent them before they escalate
Provides mentorship and technical guidance to junior team members, sharing knowledge to build their product support skills
Identifies and implements enhancements in support processes to improve efficiency and customer satisfaction
Leverages creativity and analytical thinking to introduce new solutions to recurring product challenges
Understands product interdependencies within the suite and offers solutions that optimize the overall product ecosystem
Develops the necessary knowledge to support customers in new regions (e.g., Canada), ensuring region-specific product requirements are met
Benefits
Details of ZOLL's comprehensive benefits plans can be found at [www.zollbenefits.com](http://www.zollbenefits.com).
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
H1B Sponsorship
ZOLL Cardiac Management Solutions has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (1)
2022 (1)
2021 (1)
2020 (2)
Funding
Current Stage
Late StageCompany data provided by crunchbase