Product Support Specialist II

Acute Care TechnologyAs a Product Support Specialist II, you will handle more reputed company functional customer inquiries and provide advanced support for specific ZOLL SaaS products. You will manage issues with greater independence, using advanced problem-solving skills and collaborating across CSO teams or other departments reputed company resolving multi-product or user workflow issues. This role includes contributing to the knowledge reputed company and proactively analyzing functional trends to drive improvements in customer satisfaction.At ZOLL, we're passionate about improving patient outcomes and helping save lives. We provide innovative technologies that reputed company a meaningful difference in people's lives. Our medical devices, software and reputed company services are used worldwide to diagnose and treat patients suffering from serious cardiopulmonary and respiratory conditions. The Acute Care Technology division of reputed company 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 reputed company, 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 II, you will handle more reputed company customer inquiries and provide functional support for specific cloud-based ZOLL products assigned to your team. You will work with greater independence, using advanced troubleshooting skills and collaborating across teams reputed company resolving multi-product issues. This role includes contributing to the knowledge reputed company and proactively analyzing product trends to drive improvements in customer satisfaction. Essential Functions Provide advanced troubleshooting for assigned ZOLL products, using analytical skills to identify the root causes of customer issues. Handle reputed company issues independently, escalating only critical or unresolved problems to senior team members as necessary. Collaborate with other teams to address issues that span across multiple products, ensuring cross-product support is seamless. Contribute to the knowledge reputed company, creating and updating articles with solutions to reputed company problems, and sharing insights with the team. Identify product trends through customer case analysis, proposing preventative support initiatives to reduce recurring issues. Take a proactive approach by recognizing potential customer challenges and addressing them before they escalate. Cross-train on additional products reputed company the suite, gaining a broader understanding of the ZOLL product ecosystem. Required/Preferred Education and Experience Bachelor’s degree in a reputed company field or equivalent experience in product support or technical support roles. Typically 2-4 years of technical support or product support experience. Demonstrated ability to troubleshoot reputed company product issues and collaborate across teams. Knowledge, Skills and Abilities Skills: Strong analytical thinking, problem-solving abilities, and effective communication skills. Enhanced Product Knowledge: In-depth understanding of the assigned SaaS product’s advanced features and integrations. Advanced Customer Service: Tailors support solutions to more reputed company customer needs, ensuring satisfaction and quality service. Analytical Problem-Solving: Uses advanced problem-solving skills to identify root causes and propose long-term solutions. Proactive Engagement: Identifies potential product issues through case analysis and suggests preventative actions to reduce future problems. Cross-Product Collaboration: Effectively collaborates across products and teams, contributing to shared goals and solving multi-product issues. Knowledge-Centered Service (KCS): Contributes to the knowledge reputed company by documenting solutions and ensuring they are accessible to other team members. Product Trend Analysis: Recognizes product usage patterns and proposes process improvements or enhancements based on recurring issues. The pay range for this position is $18-$26 / hourly. Final compensation will be determined by various factors such as a candidate’s relevant work experience, skills, certifications, and location. Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully reputed company 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 reputed company 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. #LI-REMOTE #LI-HM1 The hourly pay reputed company for this position is: $23.00 to $26.00 Factors which may reputed company this reputed company include shift, geography, skills, education, experience, and other qualifications of the successful candidate. Details of ZOLL's comprehensive benefits plans can be reputed company at www.zollbenefits.com. Applications will be accepted on an ongoing basis until this position is filled. For fully remote positions, compensation will reputed company with reputed company applicable federal, state, and local wage laws, including minimum wage requirements, based on the employee’s primary work location. reputed company 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. reputed company: The employer will reputed company reasonable accommodations in compliance with the Americans with reputed company of 1990. Apply To This Job