Product Support Specialist II

Job Summary

As a Product Support Specialist II, you will handle more complex functional customer inquiries and provide advanced support for specific ZOLL SaaS products. You will manage issues with greater independence, using advanced problem-solving skills and collaborating across CSO teams or other departments when resolving multi-product or user workflow issues. This role includes contributing to the knowledge base and proactively analyzing functional trends to drive improvements in customer satisfaction.

Essential Functions

• Provide advanced troubleshooting for assigned ZOLL products, using analytical skills to identify the root causes of customer issues.
• Handle complex issues independently, escalating only critical or unresolved problems to senior team members as necessary.
• Collaborate with other teams to address issues that span across multiple products, ensuring cross-product support is seamless.
• Contribute to the knowledge base, creating and updating articles with solutions to complex problems, and sharing insights with the team.
• Identify product trends through customer case analysis, proposing preventative support initiatives to reduce recurring issues.
• Take a proactive approach by recognizing potential customer challenges and addressing them before they escalate.
• Cross-train on additional products within the suite, gaining a broader understanding of the ZOLL product ecosystem.

Required/Preferred Education And Experience

• Bachelor’s degree in a related field or equivalent experience in product support or technical support roles.
• Typically 2-4 years of technical support or product support experience.
• Demonstrated ability to troubleshoot complex product issues and collaborate across teams.

Skills And Abilities

• Strong analytical thinking, problem-solving abilities, and effective communication skills.
• In-depth understanding of the assigned SaaS product’s advanced features and integrations.
• Tailors support solutions to more complex customer needs, ensuring satisfaction and quality service.
• Advanced Customer Service: Uses advanced problem-solving skills to identify root causes and propose long-term solutions.
• Proactive Engagement: Identifies potential product issues through case analysis and suggests preventative actions to reduce future problems.
• Cross-Product Collaboration: Effectively collaborates across products and teams, contributing to shared goals and solving multi-product issues.
• Knowledge-Centered Service (KCS): Contributes to the knowledge base by documenting solutions and ensuring they are accessible to other team members.
• Product Trend Analysis: Recognizes product usage patterns and proposes process improvements or enhancements based on recurring issues.

Pay Range

The pay range for this position is $18-$26 / hourly. Final compensation will be determined by various factors such as a candidate’s relevant work experience, skills, certifications, and location.

Physical Demands

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

Benefits

Details of ZOLL's comprehensive benefits plans can be found at www.zollbenefits.com.