Technical Support Associate

Location: Chelmsford, MA

Resuscitation

ZOLL Medical is a growing, innovation-driven company on the forefront of delivering medical devices to save lives, and software solutions to improve efficiency. With customers in more than 140 countries, we continue to expand our reach, as well as our product offerings. Hospitals, emergency medical services (EMS), and others trust us to provide high-quality products and exceptional customer service. ZOLL products are used every day across the globe to save the lives of people who suffer sudden cardiac arrest. From Real CPR Help® technology—an industry first—to the world’s only wearable defibrillator, our capabilities and features set us apart. But none of this would be possible without the motivation and dedication of ZOLL employees, and we’re invested in their success.

We offer competitive salaries and a comprehensive benefits package. Join our team. It’s a great time to be a part of ZOLL!

Job Summary:

The Technical Support Associate is responsible for customer and ZOLL Sales Team support.

Essential Functions:

  • Provide technical support functions including, but not limited to:

  • Support for technical inquiries related to ZOLL products via telephone, e-mail and internet requests on a daily basis

  • Follow up to inquiries, and ensure satisfactory customer resolution

  • Follow departmental processes and procedures

  • Accurate entry of customer reported complaint details into claim tracking system

  • Occasional on-call phone support for evening and weekend emergencies

  • Participate in internal process documentation creation and verification

  • Assist with creating 'Tech Tips' for new issues, escalation and resolution as required

  • Research required information using available resources

  • Stays current with system information, changes and updates

  • Special projects and other duties as assigned

Skills Requirements:

  • Excellent technical, interpersonal and troubleshooting abilities

  • Practical experience with Microsoft Office products

  • Self-motivated and a demonstrated self-starter

  • Creative problem solving skills, attention to detail and well organized

  • Strong interpersonal skills and the ability to work in a team environment

  • Effective oral and written communication that is appropriate for the situation

  • Proper phone etiquette and effective listening skills

Required/Preferred Education and Experience:

  • 0-2+ years’ experience or more in Customer Service role preferred

  • Degree/certificate in electronics/biomedical/information technology or equivalent experience (preferred)

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job.  Duties, responsibilities, and activities will be reviewed periodically as duties and responsibilities change with business necessity.  Essential and marginal job functions are subject to modification.

ZOLL Medical Corporation appreciates and values diversity.  We are an Equal Opportunity Employer M/F/D/V. 

ADA:  The employer will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990