ZOLL Medical Corporation

Product Support Specialist II

ZOLL Medical Corporation

full-time

Posted on:

Location Type: Remote

Location: Texas • United States

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Salary

💰 $18 - $26 per hour

About the role

  • Serve as an SME for assigned SaaS products, taking ownership of escalated cases and resolving them through advanced troubleshooting and root cause analysis.
  • Mentor junior team members, providing guidance and support on advanced product knowledge and customer support techniques.
  • Lead cross-functional initiatives that improve product support workflows, collaborating with product management, engineering, and marketing teams to enhance efficiency and customer satisfaction.
  • Proactively engage with customers, using historical data to anticipate issues and prevent future escalations.
  • Work closely with R&D to address recurring product issues by contributing insights that help shape the product roadmap.
  • Leverage creativity and analytical skills to propose solutions, enhancing both the product and internal support processes.
  • Ensure the quality and accuracy of knowledge base articles, acting as a knowledge approver and authoring new content as needed.
  • Analyze customer data to identify trends in product usage, proposing process improvements and enhancements based on recurring issues.
  • Develop a comprehensive understanding of how different products within the suite integrate, providing solutions that optimize the overall product ecosystem.
  • Prepare to support international customers by developing knowledge of region-specific product requirements (e.g., Canada).

Requirements

  • Bachelor’s degree in a related field or equivalent professional experience
  • Typically 4-6 years of product support experience, including advanced troubleshooting
  • Proven expertise in advanced troubleshooting of complex issues and leadership in resolving escalated cases
Benefits
  • Health insurance
  • Flexible working hours
  • Professional development opportunities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
advanced troubleshootingroot cause analysisproduct supportdata analysisknowledge base managementproduct integrationcustomer support techniques
Soft Skills
mentoringleadershipcollaborationcreativityanalytical skillscustomer engagement