Technical Support Representative I
ZOLL Medical Corporation
ZOLL Medical is a growing, innovation-driven company on the forefront of delivering medical devices to save lives, and software solutions to improve efficiency. With customers in more than 140 countries, we continue to expand our reach, as well as our product offerings. Hospitals, emergency medical services (EMS), and others trust us to provide high-quality products and exceptional customer service. ZOLL products are used every day across the globe to save the lives of people who suffer sudden cardiac arrest. From Real CPR Help® technology—an industry first—to the world’s only wearable defibrillator, our capabilities and features set us apart. But none of this would be possible without the motivation and dedication of ZOLL employees, and we’re invested in their success.
We offer competitive salaries and a comprehensive benefits package. 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.
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
Occasional travel to customer site, up to 10%
Stays current with system Information, changes and updates
Research required information using available resources
Good customer follow up skills
Practical experience with Microsoft Office products
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
Required/ Preferred Education and Experience:
2 year degree/certificate in electronics/biomedical (preferred), or equivalent experience
Minimum of 2 years prior technical support experience working directly with customers, or equivalent experience working in a technical capacity within the industry.