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.
Job Type
Remote
Job Summary
As a Product Support Specialist II, you will handle more complex customer inquiries and provide functional support for specific cloud-based ZOLL products assigned to your team. You will work with greater independence, using advanced troubleshooting skills and collaborating across teams when resolving multi-product issues. This role includes contributing to the knowledge base and proactively analyzing product trends to drive improvements in customer satisfaction.
Essential Functions
Provide advanced troubleshooting for assigned ZOLL products, using analytical skills to identify the root causes of customer issues.
Handle complex issues independently, escalating only critical or unresolved problems to senior team members as necessary.
Collaborate with other teams to address issues that span across multiple products, ensuring cross-product support is seamless.
Contribute to the knowledge base, creating and updating articles with solutions to complex problems, and sharing insights with the team.
Identify product trends through customer case analysis, proposing preventative support initiatives to reduce recurring issues.
Take a proactive approach by recognizing potential customer challenges and addressing them before they escalate.
Cross-train on additional products within the suite, gaining a broader understanding of the ZOLL product ecosystem.
Required/Preferred Education and Experience
Bachelor’s degree in a related field or equivalent experience in product support or technical support roles.
Typically 2-4 years of technical support or product support experience.
Demonstrated ability to troubleshoot complex product issues and collaborate across teams.
Knowledge, Skills and Abilities
Skills: Strong analytical thinking, problem-solving abilities, and effective communication skills.
Enhanced Product Knowledge: In-depth understanding of the assigned SaaS product’s advanced features and integrations.
Advanced Customer Service: Tailors support solutions to more complex customer needs, ensuring satisfaction and quality service.
Analytical Problem-Solving: Uses advanced problem-solving skills to identify root causes and propose long-term solutions.
Proactive Engagement: Identifies potential product issues through case analysis and suggests preventative actions to reduce future problems.
Cross-Product Collaboration: Effectively collaborates across products and teams, contributing to shared goals and solving multi-product issues.
Knowledge-Centered Service (KCS): Contributes to the knowledge base by documenting solutions and ensuring they are accessible to other team members.
Product Trend Analysis: Recognizes product usage patterns and proposes process improvements or enhancements based on recurring issues.
The pay range for this position is $18-$26 / hourly. Final compensation will be determined by various factors such as a candidate’s relevant work experience, skills, certifications, and location.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Standing - Occasionally
Walking - Occasionally
Sitting - Constantly
Talking - Occasionally
Hearing - Occasionally
Repetitive Motions - Frequently
ZOLL is a fast-growing company that operates in more than 140 countries around the world. Our employees are inspired by a commitment to make a difference in patients's lives, and our culture values innovation, self-motivation and an entrepreneurial spirit. Join us in our efforts to improve outcomes for underserved patients suffering from critical cardiopulmonary conditions and help save more lives.
#LI-REMOTE
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The hourly pay rate for this position is:
$23.00 to $26.00Factors which may affect this rate include shift, geography, skills, education, experience, and other qualifications of the successful candidate. Details of ZOLL's comprehensive benefits plans can be found at www.zollbenefits.com.
Applications will be accepted on an ongoing basis until this position is filled. For fully remote positions, compensation will comply with all applicable federal, state, and local wage laws, including minimum wage requirements, based on the employee’s primary work location.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, disability, or status as a protected veteran.
ADA: The employer will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990.
Skills Required
- Bachelor's degree in a related field or equivalent experience
- Typically 2-4 years of technical support or product support experience
- Demonstrated ability to troubleshoot complex product issues
- Ability to collaborate across teams to resolve multi-product issues
- Strong analytical thinking, problem-solving abilities, and effective communication skills
- In-depth understanding of assigned SaaS product features and integrations
- Experience contributing to and maintaining a knowledge base (KCS)
- Experience analyzing product usage trends and proposing preventative support initiatives
ZOLL Medical Corporation Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about ZOLL Medical Corporation and has not been reviewed or approved by ZOLL Medical Corporation.
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Healthcare Strength — Medical, dental, and vision coverage includes in‑network preventive care at 100% along with behavioral health/EAP and virtual therapy options. These features are often regarded as solid to good components of the package.
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Parental & Family Support — Paid parental leave provides 12 weeks at full pay for the birthing parent and 6 weeks for the non‑birthing parent after eligibility is met. This policy is frequently highlighted as a standout element.
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Wellbeing & Lifestyle Benefits — Wellness programs offer incentives and are complemented by multiple external well‑being recognitions. These programs add perceived value to total rewards.
ZOLL Medical Corporation Insights
What We Do
ZOLL Medical Corporation, an Asahi Kasei Group Company, develops and markets medical devices and software solutions that help advance emergency care and save lives, while increasing clinical and operational efficiencies. With products for defibrillation and monitoring, circulation and CPR feedback, data management, therapeutic temperature management, and ventilation, ZOLL provides a comprehensive set of technologies that help clinicians, EMS and fire professionals, and lay rescuers treat victims needing resuscitation and acute critical care. The Asahi Kasei Group is a diversified group of companies led by holding company Asahi Kasei Corp., with operations in the material, homes, and health care business sectors. Its health care operations include devices and systems for acute critical care, dialysis, therapeutic apheresis, transfusion, and manufacture of biotherapeutics, as well as pharmaceuticals and diagnostic reagents. With more than 30,000 employees around the world, the Asahi Kasei Group serves customers in more than 100 countries.
