Technical Product Support Specialist

Location: Remote, CO, United States of America

Data Management

Job description

PLEASE NOTE: This role is an external Customer Support role

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. You will thrive in this role ,if you are a patient and empathetic listener, a collaborative and proactive problem solver, and if you have a thirst for knowledge and professional growth!

Our employees 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 focuses on relationship building and creating a fun team comradery. Our department leadership is committed to cultivating your development and helping you navigate career growth opportunities.

How you'll make an impact:

  • 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.
  • Thoroughly document customer ticket and profile and notate any follow up expectations.
  • Utilize trainings and practical experience to continually grow technical abilities and product knowledge.
  • Add to the existing internal and customer facing knowledge base, creating articles and blogs.
  • Other job related duties as assigned.

What you'll need:

  • 2+ years of advanced Technical Support and professional troubleshooting experience
  • Knowledge of Microsoft SQL Server and ability to write simple queries
  • Understanding of Network Environments- connectivity, IP Addresses, trace routes, etc.
  • Experience troubleshooting both Server and Client Windows Operating Systems
  • Experience installing and upgrading software
  • Knowledge of CRM systems and customer ticketing processes

*Bonus points if you have: *

  • Experience in a medical/clinical environment, or with medical software solutions
  • Experience with virtual environments (VMWare ESX)
  • Experience with remote access tools (WebEx and LogMeIn)
  • Basic knowledge of IIS
  • Familiarity with Crystal Reports 11.x

This position will have on-call rotation responsibilities.

ZOLL Technical Support hours of operation are 6:00 AM to 6:00 PM MDT. Support technicians are expected to work a 40-hour work week. New team members will most likely work either 8:00 am - 5:00 pm MDT or 9:00 am - 6:00 pm MDT shifts.

The hiring range for this position is $25.00-$28.00/hour. Final compensation will be determined by various factors such as a candidate’s years of 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. Our benefits package includes:

  • Flexible remote work environment
  • Generous 401(k) match
  • Medical, dental, vision insurance (eligibility starts your first day of employment!)
  • Flexible spending accounts
  • STD/LTD
  • Paid time off
  • Technology allowance of $115/month for technology and communication expenses
  • Tuition assistance of up to $5,250.00 annually after successful completion of 12 months of employment