Technical Support Representative I

ZOLL Medical•Chelmsford, MA

8d•$29 - $30

About The Position

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. The Acute Care Technology division of ZOLL Medical Corporation develops and delivers innovative lifesaving products and software solutions to EMS, hospital, public safety, and military customers globally. Products include AEDs, trauma kits, ventilators, temperature management solutions, and more. Our dedicated employees take pride in their commitment to improving patient outcomes while delivering world-class customer service. At ZOLL, you won’t just have a job. You'll have a career—and a purpose. Join our team. It’s a great time to be a part of ZOLL! Job Summary The Technical Support Associate is responsible for tier 1 customer and ZOLL Sales Team Support.

Requirements

Minimum of 2 years prior technical support experience working directly with customers, or equivalent experience working in a technical capacity within the industry.
Good customer follow up skills
Practical experience with Microsoft Office products
Demonstrated self-starter
Creative problem-solving skills, attention to detail and well organized
Strong interpersonal skills and the ability to work in a team environment
Effective oral and written communication that is appropriate for the situation
Proper phone etiquette and effective listening skills

Nice To Haves

2-year degree/certificate in electronics/biomedical preferred or Equivalent experience required

Responsibilities

Provide tier I technical support functions including, but not limited to:
Provide support for technical and clinical Inquiries related to ZOLL products via telephone, E-Mail and/or Fax on a daily basis
Follow up to inquiries, and ensures satisfactory customer resolution
Follow departmental processes and procedures
Accurate entry of customer reported complaint details into claim tracking system
Occasional on-call phone support for evening and weekend emergencies
Participate in internal process documentation creation and verification
Performs departmental receiving/shipping as required
Assist with creating 'Tech Tips' for new issues, escalation and resolution as required
Stays current with system Information, changes and updates
Research required information using available resources