Technical Product Support Specialist

Data, 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.

Our division of ZOLL Medical Corporation, focuses on healthcare software solutions that empowers hospital, EMS and Fire, and billing/accounts receivable (AR) teams to deliver more—from better patient outcomes to operational efficiencies and greater revenue capture. Our business exists to help save more lives through data-driven innovation and interoperability, opening new pathways for our customers to achieve the highest levels of care, collaboration, and reimbursement.
 

Job Summary:

This isn’t your average Tech Support role - every day is unique and challenging as we support ZOLL Customers: Medics, Firefighters, Dispatchers, and Medical Billers. You will thrive in this role ,if you are a patient and empathetic listener, a collaborative and proactive problem solver, and if you have a thirst for knowledge and professional growth!

How you'll make an impact:

· Utilize advanced troubleshooting methods to provide technical software and application support to ZOLL clients.

· Diagnose, service, and provide solutions for a variety of highly technical issues including new software installs, configurations, and upgrades, network and system connectivity issues, etc.

· Utilize Salesforce to create and resolve support tickets via internal partners, phone, email, and click to chat, consistently ensuring high quality while meeting established SLAs.

· Thoroughly document customer ticket and profile and notate any follow up expectations.

· Utilize trainings and practical experience to continually grow technical abilities and product knowledge.

· Add to the existing internal and customer facing knowledge base, creating articles and blogs.

· Other job related duties as assigned.

What you'll need:

· 2+ years of advanced Technical Support and professional troubleshooting experience

· Knowledge of Microsoft SQL Server and ability to write simple queries

· Understanding of Network Environments- connectivity, IP Addresses, trace routes, etc.

· Experience troubleshooting both Server and Client Windows Operating Systems

· Experience installing and upgrading software

· Knowledge of CRM systems and customer ticketing processes

*Bonus points if you have: *

· Experience in a medical/clinical environment, or with medical software solutions

· Experience with virtual environments (VMWare ESX)

· Experience with remote access tools (WebEx and LogMeIn)

· Basic knowledge of IIS

· Familiarity with Crystal Reports 11.x

This position will have on-call rotation responsibilities.

ZOLL Technical Support hours of operation are 6:00 AM to 6:00 PM MDT. Support technicians are expected to work a 40-hour work week. New team members will be on the 9:00 am - 6:00 pm MDT shifts.

The hiring range for this position is $25.00-$28.00/hour. Final compensation will be determined by various factors such as a candidate’s years of relevant work experience, skills, certifications, and location.

If you would like to be considered for this role, we are asking that all applicants please apply by the end of the day on Friday, May 3rd.

Perks & Benefits:

· Flexible remote work environment

· Generous 401(k) match

· Medical, dental, vision insurance (eligibility starts your first day of employment!)

· Flexible spending accounts

· STD/LTD

· Paid time off

· Tuition assistance of up to $5,250.00 annually after successful completion of 12 months of employment

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.