Customer Care - Product Technical Support Specialist - Pittsburgh Hybrid / Remote Other Locations

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.

Essential Functions

• 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.
• Aid 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.
• 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.

Required/Preferred Education And Experience

• 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

Knowledge, Skills And Abilities

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

Physical Demands

• Standing - Occasionally
• Walking - Occasionally
• Sitting - Constantly
• Talking - Occasionally
• Hearing - Occasionally
• Repetitive Motions - Frequently

Pay And Benefits

The Hourly Pay Rate For This Position Is $19.00 to $23.00 Factors which may affect this rate include shift, geography, skills, education, experience, and other qualifications of the successful candidate. Details of ZOLL's comprehensive benefits plans can be found at www.zollbenefits.com. Applications 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 employee’s primary work location. All 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. ADA: The employer will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990.