Product Support Specialist II

Acute Care Technology

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. 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.

Job Type

Remote

Job Summary

As a Product Support Specialist III, you will serve as a Subject Matter Expert (SME) within the team, providing advanced product support for complex issues and playing a key role in driving product improvements. You will take ownership of escalated cases, lead cross-functional initiatives, and mentor junior team members. Additionally, you will analyze customer data and product feedback, using insights to enhance support processes and contribute to the overall customer experience.

Essential Functions

• Serve as an SME for assigned SaaS products, taking ownership of escalated cases and resolving them through advanced troubleshooting and root cause analysis.
• Mentor junior team members, providing guidance and support on advanced product knowledge and customer support techniques.
• Lead cross-functional initiatives that improve product support workflows, collaborating with product management, engineering, and marketing teams to enhance efficiency and customer satisfaction.
• Proactively engage with customers, using historical data to anticipate issues and prevent future escalations.
• Work closely with R&D to address recurring product issues by contributing insights that help shape the product roadmap. Leverage creativity and analytical skills to propose solutions, enhancing both the product and internal support processes.
• Ensure the quality and accuracy of knowledge base articles, acting as a knowledge approver and authoring new content as needed.
• Analyze customer data to identify trends in product usage, proposing process improvements and enhancements based on recurring issues.
• Develop a comprehensive understanding of how different products within the suite integrate, providing solutions that optimize the overall product ecosystem.
• Prepare to support international customers by developing knowledge of region-specific product requirements (e.g., Canada).

Required / Preferred Education and Experience

Knowledge, Skills and Abilities

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.

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's 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.

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The hourly pay rate for this position is :

$18.00 to $26.00

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.