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Customer Support Reports Analyst

Location: Pittsburgh, PA

Cardiac Management Solutions

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

The Technical Support Operations Analyst provides scheduled and ad hoc reports to the Technical Support Team. The Analyst develops and monitors reports to improve the overall performance of the Technical Support Team. This position assists in the analysis of data that drives key metrics and decisions.

Duties and responsibilities

  • Collect and analyze Data (i.e. Customer Calls, Problem Descriptions, Complaints) to identify trends and expose improvement opportunities
  • Develop, run and monitor reports to improve team productivity, quality, agent performance and staffing optimization
  • Query and aggregate data from multiple databases and analyze results to uncover operational challenges
  • Analyze, trend, and report on key business metrics
  • Collaborate with Tech Support Leadership to identify process improvement opportunities
  • Provide support to management and other internal customers as needed, including ad-hoc data analysis, special projects, and other duties as assigned
  • Work closely with Tech Support and Cross-functional leadership to assist in the implementation of new systems and business processes
  • Evaluate existing reports to enhance and streamline publication and leverage various software resources to increase visibility of team results
  • Perform root cause analysis and return on investment calculations to aid in the management of key organizational decisions
  • Perform other duties as assigned by Management

Qualifications

  • Bachelor’s Degree in Information Technology, Business or a related field required.  We will consider equivalent work experience in place of degree.
  • Proficiency with MS Office Suite, especially Excel.
  • Experience with data analysis and visualization software such as Power BI is a plus
  • Previous data analyst experience 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.

This position is generally performed in a typical office environment that is usually quiet.  Employee is expected to work collaboratively with team members, as well as able to work independently with limited supervision.  Work will require significant computer and telephone work.

Physical requirements

While performing the duties of this Job, the employee is regularly required to sit, talk and hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 25 pounds.

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

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