Customer Care - Product Technical Support Specialist - Hybrid

ZOLL Medical - Pittsburgh, PA

Hybrid - Pittsburgh, PA

Computer and Electronic Product Manufacturing

About the position

The Product Technical Support Specialist - Tier 1 plays a critical role in providing patients, families, and medical professionals with exceptional technical guidance and support for ZOLL Cardiac Management Solutions (CMS) products and services by phone, email, and other channels guaranteeing prompt and precise resolutions. This role will be essential in identifying and analyzing system and user problems and reporting accordingly.

Responsibilities

• Analyze problems, diagnose probable causes, and utilize troubleshooting techniques to resolve basic to complex product issues.
• Have an in-depth understanding of products and technical troubleshooting requirements to effectively guide or educate patients and/or customers in proper product maintenance and use.
• Ensure adherence to regulatory guidelines in product support activities.
• Assist in time sensitive situations, offering critical guidance or instructions to ensure quick and efficient protection of patients.
• Document and maintain comprehensive records of customer interactions for future reference and continuous improvement.
• Identify, record, and document alleged deficiencies related to the product, labeling, packaging, quality, durability, reliability, safety, effectiveness, or performance of CMS products in accordance with company policy and applicable regulations.
• Utilize strong interpersonal communication and excellent customer service skills while engaging with patients, Field Sales, medical personnel, and cross functional colleagues to provide timely product education and issue resolution.
• Provide 24/7 back-up on all patient and clinician support in substitution for cross-functional departments.
• Identify patterns in customer issues to suggest product improvements or updates that can enhance user experience and minimize future problems.
• Stay current with product updates, technical specifications, and troubleshooting requirements.
• Participate in cross-functional team meetings to share insights and discuss challenges that will contribute to product and service improvement.
• Must work independently, manage time effectively, and prioritize tasks in a dynamic, fast-paced patient contact/call center environment.
• Works closely with Customer Support and Field Personnel to dispatch ZOLL representatives to patient locations as required to resolve patient issues and ensure patient safety.
• Performs other duties and tasks as assigned.

Requirements

• Associates/bachelor's degree in related field preferred or related experience.
• Proven experience in product support or related customer facing role, ideally within the medical, safety, or life-saving products industry is a plus.
• Strong communication skills, both oral and written, including the ability to translate and communicate technical and analytical issues to all types of end users.
• Exceptional customer service skills and empathy for direct patient contact.
• Technical aptitude or experience troubleshooting basic to complex product related technical systems.
• Computer literacy with Microsoft Office experience.
• Experience with CRM systems, knowledge base and support tools a plus.
• Listening, speaking, reading, and writing fluency in Spanish a plus.
• Ability to adapt to and learn new technologies and products quickly.
• Medical or clinical experience a plus.