Customer Care - Product Technical Support Specialist - Hybrid

at  ZOLL Medical Corporation

REQUIRED/PREFERRED EDUCATION AND EXPERIENCE

• Associate’s Degree in related field preferred or
• Bachelor’s Degree in related field preferred
• Related experience. required and
• Computer literacy with Microsoft Office experience. required and
• Medical Experience a plus. preferred

KNOWLEDGE, SKILLS AND ABILITIES

• 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.
• Empathy for direct patient contact.
• Listening, speaking, reading, and writing fluency in Spanish a plus.

• 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.