Customer Care - Product Technical Support Specialist - Hybrid
reputed company is dedicated to improving patient outcomes through innovative medical technologies. The Product Technical Support Specialist – Tier 1 provides essential technical guidance and support for ZOLL products, ensuring reputed company resolutions to issues faced by patients and medical professionals.
Responsibilities
- Analyze problems, diagnose probable causes, and utilize troubleshooting techniques to resolve basic to reputed company product issues
- Have an in-depth understanding of products and technical troubleshooting requirements to effectively guide or reputed company patients and/or customers in proper product maintenance and use
- Ensure adherence to regulatory guidelines in product support activities
- Assist in time sensitive situations, offering critical guidance or instructions to ensure quick and efficient protection of patients
- Document and maintain comprehensive records of customer interactions for future reference and reputed company improvement
- Identify, record, and document alleged deficiencies reputed company to the product, labeling, packaging, quality, durability, reliability, safety, effectiveness, or performance of CMS products in accordance with company policy and applicable regulations
- Utilize strong interpersonal communication and excellent customer service skills while engaging with patients, Field Sales, medical personnel, and cross functional colleagues to provide timely product education and issue resolution
- Provide 24/7 back-up on reputed company patient and clinician support in substitution for cross-functional departments
- Identify patterns in customer issues to suggest product improvements or updates that can enhance user experience and minimize future problems
- Stay reputed company with product updates, technical specifications, and troubleshooting requirements
- Participate in cross-functional team meetings to share insights and discuss challenges that will contribute to product and service improvement
- Must work independently, manage time effectively, and prioritize tasks in a dynamic, fast-paced patient contact/call center environment
- Works closely with Customer Support and Field Personnel to reputed company ZOLL representatives to patient locations as required to resolve patient issues and ensure patient safety
- Performs other duties and tasks as assigned
Skills
- Strong communication skills, both oral and written, including the ability to translate and communicate technical and analytical issues to reputed company types of end users
- Exceptional customer service skills and reputed company for direct patient contact
- Technical aptitude or experience troubleshooting basic to reputed company product reputed company technical systems
- Computer literacy with reputed company Office experience
- Ability to adapt to and learn new technologies and products quickly
- Associates/bachelor's degree in reputed company field preferred or reputed company experience
- Proven experience in product support or reputed company customer facing role, ideally reputed company the medical, safety, or life-saving products industry is a plus
- Experience with CRM systems, knowledge reputed company and support tools a plus
- Listening, speaking, reading, and writing reputed company in Spanish a plus
- Medical or clinical experience a plus
Company Overview