Software Technical Support Specialist

Location: Remote, CO

Data Management

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. 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:

This isn’t your average Tech Support role - every day is unique and challenging as we support ZOLL Data Customers: Medics, Firefighters, Dispatchers, and Medical Billers. 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! 

Successful candidates will have access to an extensive training program on our applications and their use in the industry, and on-the-job training classes to further their skill set. We have an informal environment that allows for relationship building and a fun team comradery.

What you'll do:

  • Application support for both SaaS products and Mobile installed modules daily
  • Utilize advanced troubleshooting methods to provide technical software and application support to ZOLL Data Systems clients 
  • Diagnose, service, and provide solutions for a variety of highly technical issues including new software installs, configurations, and upgrades, network, and system connectivity issues, etc. 
  • 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
  • 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
  • Add to the existing internal and customer facing knowledge base, creating articles and blogs
  • Coordinate with vendor technical support teams and external agencies when necessary
     

What you'll need:

  • 2+ years of Technical Support and troubleshooting experience
  • Experience troubleshooting both Server and Client Windows Operating Systems
  • Ability to work an on-call rotation
  • Apple iOS / Android familiarity
  • Strong verbal and written communication skills
  • Sense of logic and creative problem-solving abilities
  • Detail-oriented, well-organized work style
  • Collaborative and team oriented

Bonus points if you have: 

  • Understanding of Network Environments- connectivity, IP Addresses, HTTPS, trace routes, etc. 
  • Experience with remote access tools
  • Familiarity with relational databases
  • Industry experience working with or as a Medic, Firefighter, Dispatcher, or Medical Biller 

ZOLL Technical Support hours of operation are 8:00 AM to 5:00 PM MDT or 9:00 AM to 6:00 PM MDT. 

The hourly pay rate for this role starts at $25.00. Final compensation for this role will be determined by various factors such as a candidate’s relevant work experience, skills, certifications, and location. 

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, a technology allowance, and tuition assistance.

ZOLL appreciates and values diversity. We 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.