Customer Care - Product Technical Support Specialist - Remote

divh2Product Technical Support Specialist Tier 1/h2pAt ZOLL, were passionate about improving patient outcomes and helping save lives. We provide innovative technologies that make a meaningful difference in peoples lives. Our medical devices, software and related services are used worldwide to diagnose and treat patients suffering from serious cardiopulmonary and respiratory conditions. ZOLL Cardiac Management Solutions offers a unique portfolio of novel technologies designed to deliver better insights and better outcomes. On any given day, clinicians utilize these ZOLL products for tens of thousands of cardiac patients around the world:/pulliLifeVest, the worlds first wearable defibrillator, has been trusted to protect more than 1M patients at risk of sudden cardiac death./liliHFMS (Heart Failure Management system) is a non-invasive, patch-based device that monitors pulmonary fluid levels and has been shown to reduce heart failure readmissions rates by 38 percent./liliTherOx Super Saturated Oxygen (SSO2) Therapy is the first FDA-approved therapy since the stent 20+ years ago to reduce infarct size in patients with the most severe heart attacks./li/ulpHeart disease is the leading cause of death for both men and women in the U.S. At ZOLL, your work will help to ensure cardiac patients get the life-saving therapy they need. ZOLL has been Pittsburghs Manufacturer of the Year, one of Western PAs Healthiest Employers, and even one of Pittsburghs Coolest Offices. But its our unique opportunity to impact peoples lives that makes ZOLL the ideal place to build your career./ph3Job Summary/h3pThe Product Technical Support Specialist Tier 1 plays a critical role in providing patients, families, and medical professionals with exceptional technical guidance and support for ZOLL Cardiac Management Solutions (CMS) products and services by phone, email, and other channels guaranteeing prompt and precise resolutions. This role will be essential in identifying and analyzing system and user problems and reporting accordingly./ph3Remote Employment Qualifications/h3pIn addition to the qualifications below, a candidate hired for remote work must also have:/pulliA 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/liliA min of 3 years related clinical experience with direct patient care responsibilities will be considered in lieu of clinical degree or certification/li/ulh3Available Shift(s)/h3pAvailability on at least one weekend day is required. Currently targeting first and second shift (5 x 8hr. or 4 10 x hr.) *Training Period approx. 8-10 weeks M-F 8A-4:30P ET/ph3Essential Functions/h3ulliAnalyze problems, diagnose probable causes, and utilize troubleshooting techniques to resolve basic to complex product issues./liliHave 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./liliEnsure adherence to regulatory guidelines in product support activities./liliAssist in time sensitive situations, offering critical guidance or instructions to ensure quick and efficient protection of patients./liliDocument and maintain comprehensive records of customer interactions for future reference and continuous improvement./liliIdentify, 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./liliUtilize 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./liliProvide 24/7 back-up on all patient and clinician support in substitution for cross-functional departments./liliIdentify patterns in customer issues to suggest product improvements or updates that can enhance user experience and minimize future problems./liliStay current with product updates, technical specifications, and troubleshooting requirements./liliParticipate in cross-functional team meetings to share insights and discuss challenges that will contribute to product and service improvement./liliMust work independently, manage time effectively, and prioritize tasks in a dynamic, fast-paced patient contact/call center environment./liliWorks closely with Customer Support and Field Personnel to dispatch ZOLL representatives to patient locations as required to resolve patient issues and ensure patient safety./li/ulh3Required/Preferred Education and Experience/h3ulliAssociates Degree or Bachelors Degree in related field preferred/liliProven experience in product support or related customer facing role, ideally within the medical, safety, or life-saving products industry is a plus./liliStrong communication skills, both oral and written, including the ability to translate and communicate technical and analytical issues to all types of end users./liliExceptional customer service skills and empathy for direct patient contact./liliTechnical aptitude or experience troubleshooting basic to complex product related technical systems./liliComputer literacy with Microsoft Office experience./liliExperience with CRM systems, knowledge base and support tools a plus./liliAbility to adapt to and learn new technologies and products quickly./liliMedical or clinical experience a plus/li/ulh3Knowledge, Skills and Abilities/h3ulliListening, speaking, reading, and writing fluency in Spanish a plus./li/ulh3Physical Demands/h3ulliStanding - Occasionally/liliWalking - Occasionally/liliSitting - Constantly/liliTalking - Occasionally/liliHearing - Occasionally/liliRepetitive Motions - Frequently/li/ulpZOLL 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./ppThe hourly pay rate for this position is:/pp$19.00 to $23.00/ppFactors which may affect this rate include shift, geography, skills, education, experience, and other qualifications of the successful candidate. Details of ZOLLs comprehensive benefits plans can be found at 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 employees primary work location./ppAll 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./ppADA: The employer will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990./p/div