Technical Product Support Specialist II

Responsibilities

• Manage advanced troubleshooting for assigned ZOLL enterprise products, using analytical skills to identify root causes of technical issues (e.g., DB, OS, Networking), adhering to ZDM for complete documentation in Salesforce.
• Collaborate with other CSO teams or departments to address technical issues that span across multiple products or systems, ensuring seamless cross-product support, using Microsoft Teams or Slack for resource navigation.
• Contribute to the knowledge base, creating and updating articles with solutions to complex technical problems (KB Create) and sharing insights with the team, linking relevant KB articles (KM Linking %) in Salesforce and Atlassian Confluence.
• Identify technical trends through customer case analysis, proposing preventative support initiatives to reduce recurring issues, swarming in collaboration channels to enhance reputation as a technical expert.
• Take a proactive approach by recognizing potential technical challenges and addressing them before they escalate, ensuring compliance with initial response and ANRD.
• Cross-train on additional technical components within the suite (e.g., SQL Server, VMware), gaining a broader understanding of the ZOLL product ecosystem, using tools like Salesforce and Microsoft Teams.
• Facilitate incident management processes, coordinating team responses to ensure timely resolution of high-priority technical cases or outages and adherence to SLAs, using Atlassian Jira Service Desk and Microsoft Teams.
• Optimize hybrid meeting structures and remote team productivity guidelines, using virtual collaboration tools like Microsoft Teams, Slack, and LogMeIn Rescue to maintain technical service excellence.
• Adhere to customers' preferred contact methods (e.g., Five9, email, LogMeIn Rescue) and monitor technical bugged cases in Pending Internal Status on a regular cadence, ensuring compliance with ANRD and resource engagement
• What Success Looks Like
• Timely, Responsive Support: Consistently meet or exceed response time goals (e.g., initial response and ANRD) while resolving moderately complex technical issues with speed and precision.
• High-Quality Documentation: Maintain accurate, detailed, and ZDM-aligned case notes in Salesforce that ensure clarity, enable effective handoffs, and support team-wide visibility.
• Customer-Centric Communication: Adhere to customer-preferred contact methods and deliver proactive, personalized technical assistance through channels like Five9, email, or LogMeIn Rescue.
• Cross-Team Navigation & Escalation: Efficiently route technical issues to the appropriate internal teams (e.g., R&D, SRE, Software Support) using Jira Service Desk and Teams, with appropriate severity classification.
• Knowledge & Collaboration Leadership: Drive improvements in KM metrics (e.g., KM Linking %, KB Create) by authoring high-quality content and actively supporting peers through swarming in Microsoft Teams and Slack.
• What You Bring
• Experience: 2-4 years in technical product or customer support, ideally in Enterprise and/or SaaS healthcare software.
•  Advanced Technical Expertise: Strong working knowledge of enterprise software components-including SQL Server, networking, VMware, and operating systems-allowing for efficient, high-quality technical support and troubleshooting.
•  Analytical Problem Solving: Proven ability to identify root causes of complex issues and deliver sustainable technical solutions, clearly documented using the ZOLL Diagnostic Method (ZDM) for rapid resolution and internal knowledge sharing.
• Soft Skills: Exceptional communication and documentation skills, solid problem-solving ability, and a customer-centric mindset.
• Mindset & Values: Enthusiastic about helping others, thrives in a fast-paced environment, and brings curiosity and resilience to every challenge.
• Education: High school diploma required; a bachelor's degree or equivalent professional experience is p

Benefits

Additional Information

Acute Care Technology Why Join ZOLL? At ZOLL Data Systems , we're on a mission to save lives and improve clinical outcomes through advanced Enterprise and SaaS technology for EMS, hospital, and billing organizations. As a Technical Product Support Specialist II , you will handle more complex technical customer inquiries and provide advanced support for specific ZOLL enterprise products. You will manage issues with greater independence, using advanced troubleshooting skills and collaborating across teams or other departments when resolving multi-product or system-specific issues (e.g., DB, OS, Networking). This role includes contributing to the knowledge base and proactively analyzing technical trends to drive improvements in customer satisfaction

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at zoll? Share your experience