Product Support Specialist

Locations: Placeholder, GA; Remote, CO

Data Management

Overview

ZOLL Data Systems, a division of ZOLL Medical Corporation, is a healthcare software solutions provider 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. We leverage decades of clinical expertise, relentless customer focus, and a powerful cloud-based platform to help tackle the unique challenges of healthcare from EMS dispatch to facility discharge and AR optimization. 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

The Product Support Specialist will assist the team in executing a high level of customer support to all AR Boost customers.  This position will work closely with other support team members in addition to working with our Development Team and Onboarding Team to continually improve the AR Boost product and customer experience.  To thrive in this role, you must be a patient and empathetic listener, collaborative and proactive problem solver, and have a thirst for knowledge and professional growth!

 
Responsibilities

  • Utilize advanced troubleshooting methods to provide technical software and application support to ZOLL Data Systems clients 
  • 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 
  • Monitor and document progress of ongoing client inquiries via our online support ticketing system until resolution is reached
  • Coordinate with vendor technical support teams when necessary
  • Assist in support initiatives such as building best practice documentation, training documentation for clients, helping to build a knowledge base library for clients and fellow support associates
  • Assist with the receipt, processing, troubleshooting and return of client batch files
  • Act as a training and product resource for other members of the ZOLL team
     


Qualifications:

  • 3+ years tech support and/or account management in a technical product support environment
  • Experience in a medical billing office or insurance clearinghouse would be extremely helpful but not required
  • Exceptional problem solving and organization skills, detail oriented
  • Very strong customer oriented focus and the ability to professionally handle difficult situations
  • Excellent communication, documentation, grammar and interpersonal skills
  • Good technical aptitude for working with software
  • Internally driven with the ability to collaborate, adapt, and think analytically
  • Experience with a medical billing software solution is preferred but not required

Perks & Benefits

ZOLL provides a casual work environment, competitive salaries, and a compensation structure that rewards contribution and hard work. Additionally, we have stocked kitchens, free daily organic fruit delivery, on-site fitness center, on-site cafe, dry cleaning service, social events and much more!  Our benefits package includes 401(k), medical, dental, vision, life, AD&D, flex spending accounts, STD/LTD, Paid Time Off and tuition assistance.

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, genetic information, marital status, sexual orientation, age, disability, veteran status, or any other characteristic protected by federal, state, or local law.

ADA: ZOLL will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990.