Customer Service Representative - Remote
ZOLL Medical Corporation
Summary
As a Hybrid Customer Service & Technical Support Representative, you are part of the Itamar Medical team that supports our customers, sales reps, and clinicians, taking inbound phone calls and assisting them with customer service questions and technical troubleshooting issues. We are looking for a high-energy, self-motivated professional who is ready to join our team.
Job description
Essential Functions
- Provide customer service and technical support of all Itamar Medical products and services.
- Receive incoming phone calls and emails - troubleshoot, research and respond to inquiries in a timely, professional manner which meets high-quality, productivity and performance standards.
- Work with a diverse team to investigate, assess and resolve issues in accordance with established guidelines and policies. Inform Customer Service Manager of all unresolved issues.
- Keep accurate records and document actions and discussions.
- Understand and educate customers about all Itamar Medical products and services.
- Retain customers through superior customer service and technical support.
Required/Preferred Education and Experience
- Bachelor's Degree preferred
- Two + years working as a customer support representative/technical support representative
- Experience working remotely with space for an "at-home workstation"
- Experience with industry standard applications (MS Office, Internet Explorer, Remote Support Tools, Windows, SQL)
Knowledge, Skills and Abilities
- Excellent verbal and written skills
- Strong analytical and reasoning skills to effectively troubleshoot issues over the phone
- Highly organized person with exceptional attention to detail, ability to multi-task and work under pressure
- Someone who is a quick learner with the ability to understand a wide range of issues and topics
- Ability to work independently but who is excited to be a part of a dynamic team
- Patience
- Salesforce experience
- Ability to communicate technical issues in a way that is understandable to non-technical customers
- Ability to work between the hours of 7:00am and 8:00pm
Requirements
- Bachelor's Degree preferred
- Two + years working as a customer support representative/technical support representative
- Experience working remotely with space for an "at-home workstation"
- Experience with industry standard applications (MS Office, Internet Explorer, Remote Support Tools, Windows, SQL)
- Excellent verbal and written skills
- Strong analytical and reasoning skills to effectively troubleshoot issues over the phone
- Highly organized person with exceptional attention to detail, ability to multi-task and work under pressure
- Someone who is a quick learner with the ability to understand a wide range of issues and topics
- Ability to work independently but who is excited to be a part of a dynamic team
- Patience
- Salesforce experience
- Ability to communicate technical issues in a way that is understandable to non-technical customers
- Ability to work between the hours of 7:00am and 8:00pm
Benefits
- Comprehensive benefits plans
Company overview
ZOLL Medical Corporation, an Asahi Kasei Group company, is a global leader in acute critical care medical devices and software solutions. Founded in 1980 and named after Dr. Paul Zoll, the pioneering cardiologist known as "The Father of Modern Cardiac Therapy," the company develops innovative technologies that advance emergency care and save lives. ZOLL provides a comprehensive portfolio of medical devices and software solutions including defibrillators and cardiac monitors, CPR feedback systems, therapeutic temperature management devices, ventilation equipment, and sleep apnea diagnostic tools. The company's products are used worldwide by healthcare professionals, EMS and fire personnel, and lay rescuers to treat patients with serious cardiopulmonary and respiratory conditions. ZOLL's flagship products include the LifeVest wearable cardioverter defibrillator, which has protected over one million patients, and the remedē System for treating central sleep apnea. With a focus on improving clinical outcomes and operational efficiencies, ZOLL combines cutting-edge technology with comprehensive training and support services to empower medical professionals and improve patient care across the continuum of emergency response and critical care.