Technical Support Representative I

About the role

Acute Care Technology at ZOLL is 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!

The Technical Support Associate is responsible for tier 1 customer and ZOLL Sales Team Support.

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 ensure satisfactory customer resolution
• Follow departmental processes and procedures
• Accurately enter customer reported complaint details into the claim tracking system
• Provide occasional on‑call phone support for evening and weekend emergencies
• Participate in internal process documentation creation and verification
• Perform departmental receiving/shipping as required
• Assist with creating 'Tech Tips' for new issues, escalation and resolution as required
• Stay current with system information, changes and updates
• Research required information using available resources
• Occasional travel to customer site, up to 10%

Requirements

• 2‑year degree/certificate in electronics/biomedical preferred or equivalent experience required
• Minimum of 2 years prior technical support experience working directly with customers, or equivalent experience working in a technical capacity within the industry

Skills

• 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 appropriate for the situation
• Proper phone etiquette and effective listening skills

Benefits

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

Pay

The hourly pay rate for this position is $29.00 to $30.00. Factors that may affect this rate include shift, geography, skills, education, experience, and other qualifications of the successful candidate. 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.