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Customer Service Representative

Location: Broomfield, CO

Data Management

Overview

At ZOLL Data, we believe that medics, firefighters, dispatchers and the patients they serve should have better experiences during some of the most stressful times of their lives. We build software and services to help them achieve that.  We are a market leader in SaaS, enterprise, and mobile software solutions for the EMS industry (Emergency Medical Services), including applications focused on dispatch, billing, patient care, and fire departments. Our vision is to improve lives through transformational people and products.

 

Perks & Benefits: In addition to a great company culture, we provide a casual work environment, competitive salaries, and a compensation structure that rewards contribution and hard work. We have stocked kitchens, free daily organic fruit delivery, on-site fitness center, on-site cafe, dry cleaning service and much more!  Our full benefits package includes 401(k), medical, dental, vision, life, AD&D, flex spending accounts, STD/LTD and tuition reimbursement.

 

***This is NOT a remote position. Local candidates preferred. 

 

We are looking for a Customer Service Representative (CSR) to provide exemplary customer service and software application support to customers with a wide variety of technical aptitude. A positive attitude and well-grounded sense of humor are a must in this fast-paced environment.  Successful candidates will have access to an extensive training program and on-the-job training classes to further their skill set.  We have an informal environment that allows for team comradery and relationship building.

Responsibilities

  • Take inbound customer service calls, create tickets, determine severity, perform initial triage, and route to appropriate tech, or schedule future appointment
  • Resolution of incoming administration, password, and connectivity issues
  • Introduce ZOLL Data customer self-help resources to customers
  • Assist with content creation on ZOLL Data self-help platform
  • Monitor email queue for incoming support requests
  • Provide the best possible customer service to all customers
  • Other duties as assigned to help service ZOLL customers 

Qualifications

 Must Haves:

  • Great customer service mindset
  • Outstanding phone presence
  • Flexible, and eager to learn
  • Sense of logic and creative problem solving abilities
  • Detail-oriented, well-organized work style
  • Excellent written and verbal communication skills
  • Adept in Microsoft Office, Salesforce.com, and IVR

 

Preferred Skills:

  • Experience with technical support, preferably supporting SaaS 
  • Knowledge of CRM systems and customer ticketing processes
  • Experience in a fast-paced, sometimes high-pressure environment 

 

Our Top Customer Support Perks:

  1. Casual work environment
  2. Working with an awesome team
  3. Information sharing - everyone helps everyone to be successful
  4. Challenging work, we aren't sitting here resetting passwords all day.
  5. Beer Friday 
  6. Fancy cappuccino/espresso/coffee machines!

 

ZOLL appreciates and values diversity! We are an equal opportunity employer and do not discriminate in hiring or employment on the basis of race, color, religion, national origin, citizenship, gender, gender identity, marital status, sexual orientation, age, disability, veteran status, or any other characteristic protected by federal, state, or local law.

 

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