Customer Care - Technical Support Specialist - Remote

Location: Remote, PA, United States of America

Cardiac Management Solutions

CMS

The Cardiac Management Solutions division of ZOLL Medical Corporation develops products to protect and manage cardiac patients, including the LifeVest® wearable cardioverter defibrillator (WCD), the ZOLL cardiac monitor, and associated technologies.

Heart disease is the leading cause of death for both men and women in the U.S. At ZOLL, your work will help to ensure cardiac patients get the life-saving therapy they need. To date, the LifeVest WCD has been worn by hundreds of thousands of patients and saved thousands of lives.

ZOLL has been Pittsburgh’s Manufacturer of the Year, one of Western PA’s Healthiest Employers, and even one of Pittsburgh’s Coolest Offices. But it’s our unique opportunity to impact people’s lives that makes ZOLL the ideal place to build your career.

Job purpose

Provide technical support to patients, families, and medical professionals in the use of the LifeVest via phone and email contact.

Remote Employment Qualifications: In addition to the qualifications below, a candidate hired for remote work must also have:

  • clinical degree or certification such as CNA, LPN, RN, EMT is required and a minimum of 1-year related clinical experience with direct patient care responsibilities OR
  • A min of 3 years related clinical experience with direct patient care responsibilities will be considered in lieu of clinical degree or certification

Available Shift(s)

2nd Shift (afternoon)

Sun-Thurs or Tues- Sat 2PM-10:30PM EST or 3PM-11:30PM EST

Duties and responsibilities

  • Provides basic technical support via phone, email, and other methods of contact to resolve product or system problems
  • Troubleshoots issues effectively in compliance with all associated training and work instruction.
  • Identifies specific issues with regards to patient inquiries, utilizing basic troubleshooting skills to resolve issues.
  • Documents all customer complaints and appropriately identifies alleged deficiencies related to the identity, labeling, packaging, quality, durability, reliability, safety, effectiveness, or performance of CMS products in accordance with company policy and applicable regulations.
  • Provides back-up on all patient and physician issues in substitution for other departments in a 24-hour environment
  • Provides exceptional customer service to patients, medical professionals, Field Sales personnel, and cross-functional colleagues.
  • Appropriately identifies Emergency Response situations and triggers escalations in accordance with company policy and work instructions to ensure quick and efficient protection of patients
  • Works closely with Customer Support and Field Personnel to dispatch PSRs to patient locations as required to resolve patient issues and ensure patient safety
  • Performs other duties and tasks as assigned.

Qualifications

  • Associates/Bachelor’s degree in related field preferred or related experience.
  • Strong communication skills, both oral and written, including the ability to translate and communicate technical and analytical issues to all types of end users. 
  • Strong customer service skills.
  • Technical aptitude or experience troubleshooting complex systems.
  • Computer literacy with Microsoft Office experience.
  • Empathy for direct patient contact.  Medical Experience a plus.
  • Listening, speaking, reading, and writing fluency in Spanish a plus.

Working conditions

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually quiet.

Physical requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand; walk and reach with hands and arms.

Supervisory responsibility

None

AAP/EEO Statement

ZOLL is committed to fostering an inclusive workplace, where unique identities, backgrounds, cultures, perspectives and experiences are respected and valued.

Equal Opportunity Employer – Disability and Veteran

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.

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