ZOLL Cardiac Management Solutions ยท 1 month ago
Customer Care - Product Technical Support Specialist - Remote
United States
Full-time
Remote
Entry Level
$19/hr - $23/hr
1+ years expZOLL Cardiac Management Solutions is dedicated to improving patient outcomes through innovative medical technologies. The Product Technical Support Specialist plays a crucial role in providing technical guidance and support for ZOLL products, ensuring prompt resolutions for patients, families, and medical professionals.
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
Qualification
Required
A clinical degree or certification such as CNA, LPN, RN, EMT is required and a minimum of 1-year related clinical experience with direct patient care responsibilities OR
A min of 3 years related clinical experience with direct patient care responsibilities will be considered in lieu of clinical degree or certification
Availability on at least one weekend day is required
Associate's Degree or Bachelor's Degree in related field preferred
Proven experience in product support or related customer facing role, ideally within the medical, safety, or life-saving products industry is a plus
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
Experience with CRM systems, knowledge base and support tools a plus
Ability to adapt to and learn new technologies and products quickly
Preferred
Medical or clinical experience a plus
Listening, speaking, reading, and writing fluency in Spanish a plus
Benefits
Details of ZOLL's comprehensive benefits plans can be found at 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
Funding
Current Stage
Late StageCompany data provided by crunchbase