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 essential technical guidance and support for ZOLL products, ensuring prompt resolutions to issues faced by patients and medical professionals.

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

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