Resuscitation, ZOLLMED.com

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. 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

This role supports the escalation process within the Data Support group for CodeData applications. The Associate Escalation Application Specialist assists in troubleshooting and resolving complex issues under the guidance of senior staff. This position collaborates closely with Technical Support, Sales Engineers, and R&D.

Essential Functions

• Assist in handling technical issues escalated from Data Support Technicians.
• Support the reproduction and confirmation of product defects, reporting them to the R&D team.
• Work with Data Support and customers over the phone and remote sessions to troubleshoot and resolve issues.
• Ensure timely response to customer inquiries, meeting Data Support service levels.
• Aid in installing / deploying /upgrading CodeData solutions as needed, with supervision.
• Help review defect backlogs and prioritize work with Product Management and Engineering teams.
• Contribute to developing and implementing support process documents for the Knowledge Base.
• Assist in creating training materials as requested by Data Support Manager
• Participate in conference bridges for global escalations as needed,
• Ability to work occasional after-hours to support global on premise issues
• Support logical troubleshooting of software issues to determine root causes and suggest workarounds and solutions.
• Develop strong analytical and problem-solving skills to assist in resolving complex production issues.

Required/Preferred Education and Experience

• Bachelor’s degree in Computer Science or a relevant field
• 2-3+ years of technical support experience preferred
• Desire to learn and grow into a senior support role

Knowledge, Skills and Abilities

• Strong customer-facing skills, with the ability to participate in issue resolution calls.
• Ability to build working relationships with customers and support technicians, educating them on product development and advocating their needs.
• Basic understanding of networking & Wireless (Wi-Fi) and data transmission protocols & technologies.
• Familiarity with on-premise infrastructure, including IIS, network configurations, system administration, Active Directory (AD), and port binding.
• Ability to handle multiple priorities and complex issues.
• Basic experience with setting up and managing virtualization environments.
• Basic proficiency in SQL or comparable data access languages
• Experience providing training, mentoring, and documentation on software troubleshooting techniques and tools is a plus.
• Self-motivated and driven to succeed

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

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

ZOLL is a fast-growing company that operates in more than 140 countries around the world. Our employees are inspired by a commitment to make a difference in patients' lives, and our culture values innovation, self-motivation and an entrepreneurial spirit. Join us in our efforts to improve outcomes for underserved patients suffering from critical cardiopulmonary conditions and help save more lives.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.