About the position
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 Acute Care Technology division of ZOLL Medical Corporation develops and delivers innovative lifesaving products and software solutions to EMS, hospital, public safety, and military customers globally. Products include AEDs, trauma kits, ventilators, temperature management solutions, and more. Our dedicated employees take pride in their commitment to improving patient outcomes while delivering world-class customer service. As a Product Support Specialist II, you’ll play a vital role—delivering expert support for the critical software tools our customers depend on every day.
Responsibilities
- Tackle advanced customer inquiries about ZOLL SaaS products, identifying and resolving workflow or self-service issues with clear documentation in Salesforce using our ZOLL Diagnostic Method (ZDM).
- Apply analytical thinking to uncover root causes of complex issues—such as billing questions or workflow delays—and provide timely solutions that keep our customers moving forward.
- Work independently on most cases while engaging peers and senior team members for guidance as needed.
- Partner across departments like Software Support or Product/R&D through Jira Service Desk when escalation is appropriate.
- Help grow our knowledge base by creating and updating helpful, real-world articles in Salesforce and Confluence for customers and teammates alike.
- Collaborate with CSO teams (e.g., Implementation, Account Management) and others (e.g., Sales) to ensure smooth, seamless support using tools like Five9, Microsoft Teams, and Slack.
- Share insights and offer guidance to newer teammates, contributing to a culture of learning and swarming support.
- Provide responsive, empathetic service, turning customer challenges into solutions with professionalism and care.
Requirements
- 2–4 years in customer or product support, ideally within SaaS or healthcare software.
- Familiarity with billing systems or insurance workflows is a plus.
- Clear communication (written and verbal), strong documentation practices, and outstanding troubleshooting and analytical thinking.
- Proficiency with Salesforce, Five9, Microsoft Teams, and Slack; exposure to Power BI is a bonus.
- Familiarity with Windows OS (Client and Server), software installs, and upgrades is preferred.
- A passion for helping customers, a positive and curious mindset, and a collaborative spirit.
- High school diploma required; bachelor’s degree or equivalent experience preferred.
Nice-to-haves
- Exposure to Power BI.
Benefits
- Competitive hourly pay range of $18-$28.
- Opportunity to work remotely or from Colorado.
- A culture that values innovation, self-motivation, and an entrepreneurial spirit.
