Product Support Specialist

ZOLL Medical Corporation

6d•$18 - $28•Remote

About The Position

At ZOLL Acute Care Technology, we’re driven to save lives through SaaS solutions that empower EMS, hospital, and billing teams. As a Product Support Specialist II, you’ll play a vital role—delivering expert support for the critical software tools our customers depend on every day. We’re a close-knit, dynamic team that values collaboration and impact. If you’re ready to troubleshoot, analyze, and support meaningful work with care, join us remotely—or from Colorado—and help make a difference.

Requirements

Experience: 2–4 years in customer or product support, ideally within SaaS or healthcare software.
Core Skills: Clear communication (written and verbal), strong documentation practices, and outstanding troubleshooting and analytical thinking.
Tech Skills: Proficiency with Salesforce, Five9, Microsoft Teams, and Slack; Familiarity with Windows OS (Client and Server), software installs, and upgrades is preferred.
Approach: A passion for helping customers, a positive and curious mindset, and a collaborative spirit.
Education: High school diploma required; bachelor’s degree or equivalent experience preferred.

Nice To Haves

Familiarity with billing systems or insurance workflows is a plus.
Exposure to Power BI is a bonus.

Responsibilities

Troubleshoot Like a Pro: Tackle advanced customer inquiries about ZOLL SaaS products, identifying and resolving workflow or self-service issues with clear documentation in Salesforce using our ZOLL Diagnostic Method (ZDM).
Analyze & Solve: Apply analytical thinking to uncover root causes of complex issues—such as billing questions or workflow delays—and provide timely solutions that keep our customers moving forward.
Collaborate Proactively: Work independently on most cases while engaging peers and senior team members for guidance as needed. Partner across departments like Software Support or Product/R&D through Jira Service Desk when escalation is appropriate.
Build Resources: Help grow our knowledge base by creating and updating helpful, real-world articles in Salesforce and Confluence for customers and teammates alike.
Work Together: Collaborate with CSO teams (e.g., Implementation, Account Management) and others (e.g., Sales) to ensure smooth, seamless support using tools like Five9, Microsoft Teams, and Slack.
Support the Team: Share insights and offer guidance to newer teammates, contributing to a culture of learning and swarming support.
Deliver Results: Provide responsive, empathetic service, turning customer challenges into solutions with professionalism and care.

Stand Out From the Crowd

Upload your resume and get instant feedback on how well it matches this job.

Upload and Match Resume