Customer Care - Product Technical Support Specialist

ZOLL Medical•Pittsburgh, PA

11h•$19 - $23•Remote

About The Position

CMS At ZOLL, we're passionate about improving patient outcomes and helping save lives. We provide innovative technologies that make a meaningful difference in people's 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: LifeVest , the world's first wearable defibrillator, has been trusted to protect more than 1M patients at risk of sudden cardiac death. HFMS (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. TherOx 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. Heart 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 Pittsburgh's Manufacturer of the Year, one of Western PA's Healthiest Employers, and even one of Pittsburgh's Coolest Offices. But it's our unique opportunity to impact people's lives that makes ZOLL the ideal place to build your career. Job Summary The 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. Remote Employment Qualifications : In addition to the qualifications below, a candidate hired for remote work must also have: · 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 Available Shift(s) · Availability 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

Requirements

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.
Medical or clinical experience a plus
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.

Nice To Haves

Listening, speaking, reading, and writing fluency in Spanish a plus.

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.