Customer Support Representative

Location: Chelmsford, MA, United States of America


At ZOLL, we're passionate about improving patient outcomes and helping save lives.

We provide innovative technologies that make a meaningful difference in people's lives. Our medical devices, software and related services are used worldwide to diagnose and treat patients suffering from serious cardiopulmonary and respiratory conditions.

The Resuscitation division of ZOLL Medical Corporation develops and delivers innovative lifesaving products and software solutions to EMS, hospital, public safety, and military customers globally. Our dedicated employees take pride in their commitment to improving patient outcomes while delivering world-class customer service.

At ZOLL, you won’t just have a job. You’ll have a career—and a purpose.

Join our team. It’s a great time to be a part of ZOLL!

Job Summary

As a Hybrid Customer Service & Technical Support Representative, you are part of the Itamar Medical team that supports our customers, sales reps, and clinicians, taking inbound phone calls and assisting them with customer service questions and technical troubleshooting issues. We are looking for a high-energy, self-motivated professional who is ready to join our team.

Essential Functions
  • Provide customer service and technical support of all Itamar Medical products and services.
  • Receive incoming phone calls and emails - troubleshoot, research and respond to inquiries in a timely, professional manner which meets high-quality, productivity and performance standards.
  • Work with a diverse team to investigate, assess and resolve issues in accordance with established guidelines and policies. Inform Customer Service Manager of all unresolved issues.
  • Keep accurate records and document actions and discussions.
  • Understand and educate customers about all Itamar Medical products and services.
  • Retain customers through superior customer service and technical support.

Required/Preferred Education and Experience
  • Technical education, job experience or a combination of both required and
  • College degree preferred preferred
  • Two + years working as a customer support representative/technical support representative required and
  • Experience working remotely with space for an “at-home workstation” required and
  • Experience with industry standard applications (MS Office, Internet Explorer, Remote Support Tools, Windows, SQL) required and
  • Salesforce experience required and

Knowledge, Skills and Abilities
  • Excellent verbal and written skills
  • Strong analytical and reasoning skills to effectively troubleshoot issues over the phone
  • Highly organized person with exceptional attention to detail, ability to multi-task and work under pressure
  • Someone who is a quick learner with the ability to understand a wide range of issues and topics
  • Ability to work independently but who is excited to be a part of a dynamic team
  • Patience
  • Ability to communicate technical issues in a way that is understandable to non-technical customers
  • Ability to work between the hours of 7:00am and 8:00pm

Travel Requirements
  • This position does not include travel

Physical Demands
  • 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. It is understood by Employees that if he/she is requesting/ will need special accommodations to perform duties, it is their responsibility to inform Itamar Medical Human Resources and/or ADP immediately. * Employee is continuously required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; talk or hear (up to 98% of an average 8-hour day). * The employee must occasionally lift or move up to 20 pounds (up to approximately 5% of an average 8-hour day). * This position requires the ability to occasionally lift office products and supplies, up to 20 pounds. * Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus. * This job must use ergonomic tools and correct posture along with correct procedures for lifting, bending, squatting, carrying, pulling and reaching. * Digital dexterity and hand/eye coordination in operation of office equipment. * Ability to speak to and hear customers and/or other employees via phone or in person is required. * Body motor skills enough to enable incumbent to move from one office location to another.

ZOLL is a fast-growing company that operates in more than 140 countries around the world. Our employees are inspired by a commitment to make a difference in patients' lives, and our culture values innovation, self-motivation and an entrepreneurial spirit. Join us in our efforts to improve outcomes for underserved patients suffering from critical cardiopulmonary conditions and help save more lives.